Delivery and Returns Policy

Effective Date: April 21, 2025

Contact Email: support@casasuli.com

1. Delivery

1.1 Delivery Regions

We currently deliver to:

Lithuania, Latvia, and Estonia (Baltics Shipping Zone).
Italy (Italy Shipping Zone).

For inquiries about deliveries to other EU countries, please contact us directly.

1.2 Delivery Service Providers

Deliveries are managed by our trusted partners:

Baltics: Omniva, DPD, and Venipak.
Italy: Poste Italiane.

We select the most suitable provider based on delivery speed and destination.

1.3 Delivery Timeframes

Baltics (Lithuania, Latvia, Estonia):
- Standard Shipping: Estimated delivery within 2–4 working days.
- Express Shipping: Estimated delivery within 1–2 working days.
Italy:
- Standard Shipping: Estimated delivery within 2–4 working days.
- Express Shipping: Estimated delivery within 1–2 working days.

During promotional periods or times of high demand, delivery times may extend to 5–10 business days.

Please note that these timeframes are estimates and may be affected by unforeseen circumstances beyond our control.

1.4 Shipping Costs

Shipping costs are calculated at checkout based on your location and selected shipping method.
Available options include:

Free Shipping: Available for orders above a specified amount (€70).
Standard Shipping: Affordable delivery within standard timeframes.
Express Shipping: Priority delivery within expedited timeframes.

The total shipping cost will be displayed before payment is completed.

2. Returns and Refunds

2.1 Right of Withdrawal

Under EU law, consumers have the right to withdraw from a purchase contract within 14 calendar days without providing any reason. This period begins on the day you receive your goods.

Exceptions to the Right of Withdrawal:

Perishable goods (e.g., food items).
Personalised or custom-made products.
Sealed goods unsealed after delivery that are not suitable for return due to health protection or hygiene reasons.

2.2 Return Process

To initiate a return:

Notify Us: Contact our customer support team at support@casasuli.com within 14 days of receiving your order, stating your decision to withdraw from the contract.
Return the Goods: Send the goods back to us within 14 days of notifying us of your withdrawal.
You are responsible for the direct cost of returning the goods unless we have agreed to bear those costs.
Condition of Returned Goods:
Returned items must be unused and in their original condition. You are liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics, and functioning.

2.3 Refunds

Upon receiving the returned goods, we will:

Process your refund within 14 days.
Refund all payments received from you, including the cost of standard delivery (excluding any additional costs resulting from your choice of a non-standard delivery method).

Refunds will be issued using the same payment method used for the original transaction unless you have expressly agreed otherwise.

We may withhold the refund until we receive the goods back or you supply evidence of having sent them back, whichever occurs first.

2.4 Faulty or Incorrect Items

If you receive a faulty or incorrect item:

Please reach out to our customer support team at support@casasuli.com within 7 days of receiving the item.
Provide clear photos and details of the issue for verification.

Once verified, we will offer a replacement, repair, or full refund, including any delivery charges and return shipping costs.

2.5 Return Shipping Costs

Standard Returns: You are responsible for the cost of returning the goods unless the goods are faulty or not as described.
Faulty or Incorrect Items: We will cover the cost of return shipping for faulty or incorrect items.

3. Contact Information

For any questions or concerns related to delivery, returns, or refunds, please contact our customer support team:

📧 Email: support@casasuli.com

By placing an order with Casa Suli & Shop Sicily, you acknowledge that you have read and agreed to our Delivery and Returns Policy. We are committed to ensuring your satisfaction with our products and services.