FAQ
The questions we get asked most. If yours is not here, email info@casaquip.com and we will answer within 24 hours.
Ordering and payment
How do I know my order went through?
You will get a confirmation email within a few minutes of paying. If it has not arrived, check your spam folder before contacting us, as confirmation emails land there more often than you would think.
What payment methods do you take?
Visa, Mastercard, American Express, UnionPay, PayPal, Apple Pay, Google Pay and Shop Pay. Full details are on our Payment Policy page.
What currency will I be charged in?
Pounds sterling. Prices include VAT and there is nothing extra to pay on delivery.
Is it safe to pay on your site?
Yes. Checkout runs over an encrypted connection and card details go straight to the payment provider. We never see or store your card number.
Can I change or cancel my order?
If it has not shipped yet, email us straight away and we will sort it. Once a parcel has left us we cannot recall it, but you can still return it under our 30 day policy.
Delivery
Where do you ship?
We currently deliver within the United Kingdom only. If you are outside the UK you will not be able to check out. Email us and we will tell you if we open your country in future.
How much is delivery?
Free to anywhere in the UK, with no minimum spend.
Do you offer a faster delivery option?
No. We run one delivery service, tracked as standard, so there is nothing to pick between at checkout and no express upsell. If an order is genuinely time sensitive, email us before you buy and we will tell you honestly whether it will arrive in time.
How long will my order take?
Most orders arrive in 5 to 10 working days, and a few larger pieces can take up to 15. Working days are Monday to Friday and exclude public holidays.
Will I get a tracking number?
Yes. Every order is tracked, and your tracking number is emailed to you when the parcel leaves us. See Track Your Order.
My tracking has not moved in days. What now?
Give it 7 days. Parcels do sit still in a depot for a while without updating. If it is still stuck after that, email us with your order number and we will either replace or refund the order. You do not have to chase the courier yourself.
Returns and refunds
How long do I have to return something?
30 days from the day it arrives, whether it is faulty or you simply changed your mind.
Who pays to send it back?
You do if you changed your mind. We do if the item arrived faulty, damaged or was not what you ordered.
How do I start a return?
Email info@casaquip.com with your order number. We reply within 24 hours with the return address. Please do not post anything back before contacting us.
When will I get my money back?
We refund within 5 working days of your return reaching us. Your bank then takes a further 3 to 10 working days to show it. Full detail is on our Return and Refund Policy page.
Do you do exchanges?
The quickest route is to return what you have for a refund and order the one you want, so you are not waiting on our stock.
Products
Will the colour match the photo?
Closely, but screens vary. Wood, rattan, stone and glass also differ slightly piece to piece, which is normal for natural materials rather than a fault.
Do your lights come with bulbs?
It varies by product. Check the product description, which lists what is included. If it is not clear, email us before you buy and we will confirm.
Can I fit a mains light myself?
Any light that wires into the mains should be installed by a qualified electrician, in line with UK wiring regulations. Plug-in and rechargeable pieces need no wiring at all.
Is an item back in stock soon?
Email us the product name and we will tell you honestly whether it is returning and roughly when, or whether it has gone for good.
Contacting us
How fast do you reply?
Within 24 hours, Monday to Friday, 09:00 to 17:00 UK time.
Is there a phone number?
Email gets you a faster and more useful answer, because we can look up your order while we reply. Write to info@casaquip.com or use our contact form.