Refund & Returns Policy

Return Eligibility

• Return window: within 30 days of delivery.
• Condition: new, unworn, unwashed, with all tags, labels, hygiene seals, accessories, and original packaging (including branded boxes and garment bags) intact.
• Footwear must be tried on carpeted surfaces and returned in the original box placed inside a protective shipping box.
• Sets/bundles must be returned in full to qualify for a refund.

If items show signs of wear, damage, alteration, or missing components, we may refuse the return or issue a partial refund at our discretion.

How to Start a Return

1. Request approval: email [email protected] with your order number, the item(s) you’d like to return, and the reason.
2. Receive instructions: our team will provide a Return Merchandise Authorization (RMA) and shipping guidance. In some cases, a prepaid label will be issued.
3. Pack your item(s): place unworn items and all accessories in original packaging. Cover or remove any old labels.
4. Ship: drop off with the specified carrier. Keep your return receipt and tracking number.
5. Inspection & confirmation: once received, items pass quality control before we process a refund or exchange.

Returns without prior authorization (RMA) may be delayed or rejected.

Fees, Refunds & Timing

• Original shipping fees are non-refundable.
• Return shipping: a flat $12 fee for US returns and $25 for international returns may be deducted from your refund unless the return is due to our error or a confirmed defect.
• Refund method: issued to the original payment method. If the order was paid with a combination of methods, refunds will be applied proportionally.
• Processing time: 3–5 business days from delivery to our facility for inspection; your bank or payment provider may take an additional 3–10 business days to post the refund.
• Store credit: upon request, we can issue store credit instead of a refund once your return is approved.

Exchanges

Need a different size or color? We offer exchanges on eligible items within 30 days:

• Contact us to reserve the replacement item. Availability is not guaranteed until confirmed by our team.
• We may ask you to place a new order to secure the item; your original purchase will be refunded once the return is received and approved.
• One free exchange shipment per order (US only). International exchange shipping fees may apply.

Damaged, Defective, or Incorrect Items

• Contact us within 7 days of delivery and include photos of the issue, the packing slip, and the exterior packaging if damaged.
• We will prioritize a replacement or offer a refund. Return shipping is covered for confirmed issues.

International Orders

• Duties, taxes, and import fees are non-refundable by Casablanca Store. You may be able to seek a refund from your local customs office.
• Currency conversions and international transaction fees are determined by your payment provider.
• Please use the carrier and instructions provided in your RMA to avoid delays.

Non-Returnable Items

• Final sale or marked “non-returnable” at checkout
• Underwear, hosiery, and swimwear bottoms with removed or tampered hygiene seals
• Personalized/monogrammed items
• Face coverings and earrings (for hygiene reasons)
• Gift cards
• Items identified as “Made to Order”

Price Adjustments

We offer one-time price adjustments on full-price items if the same item is marked down within 7 days of your order date. Excludes limited releases, final sale, and promotional events. Contact support with your order number to request a review.

Holiday & Event Extensions

During peak gifting periods, we may extend return windows. Any extensions will be clearly stated at checkout or in your order confirmation.

Gifts

Items received as gifts may be returned for store credit to the recipient after standard eligibility checks. A proof of purchase is required (order number or purchaser name and email).

Packaging & Courier Guidance

• Use a sturdy outer box and include all original brand packaging inside.
• Affix the return label clearly and remove old shipping labels.
• Retain your drop-off receipt and tracking until the return is fully processed.

Late or Missing Refunds

1. Check with your bank or card issuer—posting times vary.
2. Confirm the refund notification date in our email.
3. If you still haven’t received your refund after 10 business days, contact us at [email protected].

Frequently Asked Questions