Refund policy

Damages and Issues

Please inspect your order upon delivery and contact us immediately if your item is defective, damaged, or if you receive the wrong item, so we can assess the issue and resolve it as quickly as possible.

Cancellations

Orders may be cancelled within 2 hours of purchase. After this time, production may have already begun and unfortunately we may not be able to cancel the order, as all items are made to order.

Returns, Exchanges and Refunds

Due to the handmade and made-to-order nature of our products, we do not accept returns for change of mind.

Under the U.K. Consumer Contracts Regulations, personalised or custom-made items are exempt from the standard 14-day cancellation and return right. Therefore, we cannot accept returns or offer refunds for custom orders, personalised items, or bespoke designs unless the item arrives damaged or faulty.

For non-personalised items, exchange requests may be accepted within 7 days of delivery for U.K. orders only. Items must be returned in their original condition and packaging. Return shipping costs are the responsibility of the buyer.

Unfortunately, we cannot accept returns or exchanges on sample sale items.

If your item arrives damaged, faulty, or incorrect, please contact us at casaandflores@gmail.com within 48 hours of delivery, including photographs of the item and packaging where possible.

Once your return is received and inspected, we will notify you whether your refund or exchange has been approved. Approved refunds will be issued to your original payment method within 7 business days. Please note that processing times may vary depending on your bank or payment provider.