Shopping guide - FAQ'S

General Questions

•    In which countries can you buy online?

Purchases in the CASAS online shop can be made in Spain, mainland Portuga, Andorral and France.

•    How many languages can I navigate in?

The navigation languages are: Catalan, Spanish and English.

•    Are the prices of the online shop and my regular shop the same?


Yes, but if there is any difference between the prices shown on our website and the prices marked on the labels of the shoes you receive, the price will be the price on the labels as long as they refer to the correct model / size / colours.

*Remember that the prices of children's shoes may vary depending on the numbering.
** Prices and other promotions such as sales may or may not coincide in our online and physical shops.


casasclub.com reserves the right to make exclusive promotions in the online shop or in the physical shops.

•    Do you restock out of stock items?

If an item is out of stock, we will not be able to restock it on the website.

•    Will I receive the same product as I see in the picture?

Yes, except for those products made with completely natural materials and artisanal processes in which there may be a slight difference in the finish. Although the photos are taken in high quality with the aim of reflecting in detail each of the products on display, you might find differences in those products in which the raw material itself, the handmade manufacturing processes, etc. may influence the final result of the product.

•    Is it possible to receive information by email with the latest news and offers from CASAS?

Yes, at the bottom of the Home page you will find a maroon button with the text Subscribe, by clicking on it you will be able to subscribe to our Newsletter. Once you have done so, you will receive information about the latest CASAS news and events. You can also subscribe via the pop-up that may appear while you are browsing.

•    Can I unsubscribe from the CASAS Newsletter?

Of course you can. All our mailings have a link with this option at the bottom of the mailing, just click on it and confirm the unsubscription. You can also reply to these communications with an email to unsubscribe@casasclub.com.

•    What is the Privacy Policy at CASAS

You will find all the information on this link: Data Protection Policy.

•    Does CASAS have a Customer Service Department?

Yes, you can contact us through our contact form, by sending an email to shop.online@casasclub.com or by calling toll free 900 600 606.

Your CASAS account

•    What is your CASAS account?

Your account allows us to have the necessary information to properly manage your order. You can modify all your data from your account.

Log in to your account to:

- Consult and modify your data
- View and modify your delivery addresses
- Change your password
- Subscribe or unsubscribe to the Newsletter
- Consult your orders
- Manage your favourites
- Manage returns

•    How to open a CASAS account?

To open an account, click on the avatar at the top right of the screen. Then click on the Create my account now button. Enter your details on the registration screen to sign up and save them, you will be directly logged in to your account.
                                  
•    How do I recover my forgotten password?

If you have forgotten your password, you can retrieve it by clicking on the avatar at the top right of the screen. There you will find the link Forgot your password? Follow the steps to recover it.
 
How to buy

•    Do I need to register and open an account to buy?

It is not necessary, but recommended. You can register by creating an account or you can make a purchase as a guest. If you do not register you will not have access to your order history, you will not be able to opt for the express cancellation 60 minutes after your purchase, nor the other advantages that having an account offers.

•    How do I find a particular item?

Products are classified into 7 main categories: Women, Men, Kids, Accessories, Brands, Footwear Cosmetics and Outlet. Each category has its own subcategories to make it easier to browse and search for items. You can access the subcategories that interest you by using the top menu to see all the products that make up the category. You can also search within each category using all the filters offered.

•     How do I add an item to my basket?
 
Once you have chosen the item, colour and size, click on the Buy button to place the item in your order.
 
•    Can I remove items from my shopping basket?

Yes, as long as the order has not been processed. You can remove unwanted items from the basket. Once the order has been processed and paid for, you will not be able to delete any item.

•    What steps do I have to follow to confirm an order?

Once you are in your shopping basket, click on the Checkout button and you will be taken to the Order Confirmation.

Once there, fill in the required fields and click on Pay order.

•    How can I be sure that I have made the purchase right?

Once you have placed your order, you will receive a confirmation email. In it, you will find a summary of your order and an attached PDF with all the details of your purchase.

Remember to also check your spam or junk mail folder to see if our communications have been forwarded there. If you do not receive it, please contact us via our contact form, by sending an email to shop.online@casasclub.com or by calling free on 900 600 606.

•    Can I remove an item from my order?

No. Once the order has been processed and paid for, you will not be able to remove any specific item.

•    Can I cancel an ongoing order?

Yes, but only if you have made the purchase with a registered account (guest purchases do not have this option). And only within 60 minutes immediately after the purchase.

In your account, in the Orders section, the Cancel Order option will appear while it is active. Once the 60 minutes have elapsed, this option will disappear and no cancellation will be possible.

•    Can I see the history of my orders?

Yes, but only if you have an account, never if you have made purchases as a guest. Inside your account you will find the section Orders, there you can consult them.

•    What do I have to do if I receive a defective item?

CASAS only sells items in perfect condition and they are checked before being shipped, but if exceptionally you receive an item with a defect or production fault, please contact us using the contact form, by sending an email to shop.online@casasclub.com or by calling free on 900 600 606.

•    What do I do if I receive the wrong item?

If on any occasion, by mistake, you receive an item that you have not ordered, please contact us using the contact form, by sending an email to shop.online@casasclub.com or by calling free of charge on 900 600 606.

Payments

•    What payment method can I use to make my purchase?

You can pay for your purchase by bank card, digital card, Paypal, Bizum and the methods offered by SeQura.

•    Is it safe to use my credit card on the CASAS website?

Yes, data is transmitted in SSL encrypted form. For payment with Visa and Mastercard only CES (Secure Electronic Commerce) transactions will be accepted. After verifying that the card is a member of the CES system, the system will contact the issuing bank for the buyer to authorise the purchase. When the bank confirms the identity, the card will be charged. Otherwise, the order will be cancelled.

•     PSD2 Standard - Double security verification.

Since January 2021, there has been a regulation that requires online card purchases to be subject to double verification.

Each bank has proposed its own method, but the most commonly used is via notifications on your mobile phone. All you have to do is follow your bank's instructions to make your purchase.

•    For what reasons can my credit card be rejected?

Your card may be declined for any of the following reasons:

- The card may be out of date. Check that the validity date has not been exceeded.
- The credit limit of the card may have been reached. Check with your bank that the card has not exceeded the amount allowed for purchases.
- It may be that some of the information entered is incorrect. Check that you have filled in all the necessary fields correctly.

Consult your bank if you have any doubts about the payment gateway or about your card as a means of payment if none of these reasons are the cause of the refusal of your payment.

•     Information on SEQURA as a payment method.

Pay for your purchases after you receive them or if you prefer in 3 instalments.

1. Buy now, pay later (up to 7 days after delivery)

Receive your order and check it calmly before paying. When your order leaves the shop we will notify you and you will have 7 days to check and pay, with no additional costs.
That's how easy, fast and secure it is to shop with SeQura's "Pay Later":

1. Select "Pay Later" as your payment method at the end of your purchase.
2. Enter your details (ID and mobile phone). Without entering your payment details and at no extra cost.
3. Enjoy your purchase! Check your order and pay for it up to 7 days after delivery. SeQura will notify you by email of the date and method of payment.

If you have any questions, please click here

2. Flexi payment in instalments

Choose to pay with total flexibility. You decide, without interest or with a small cost and instalments of up to 12 months. Advance payments or change the dates, you are in control of your finances. Clear, transparent costs and instant approval.

Sounds good, doesn't it? Make your purchases with SeQura in a flash. With just 5 details, no paperwork and no documents to upload. Easy, fast and secure.

1.    Choose SeQura as your payment method and select the number of instalments at the end of your order.
2.    Fill in 5 details and we will instantly confirm your purchase. Today you only pay the first instalment.
3.    Enjoy your purchase and pay comfortably. Your payments will be made automatically every month.

If you have any doubts, solve them here.

•    Payment with Bizum.

Pay quickly and securely for your purchases at CASAS with Bizum. All you need is your mobile phone. Select the Bizum option at checkout, enter your phone number and complete the purchase in your bank's app or by entering your Bizum key.

•    Can I claim Tax Free?


No, it is not possible to get Tax Free on purchases made on www.casasclub.com.

Shipments️

•    Where can I receive my order?

1. You can use the Click & Collect service to send your order to any CASAS, U-CASAS and CASAS OUTLET shop.

2. You can receive it at the address of your choice (home, work, etc. Never at a post office box). You can receive an order in mainland Spain, Balearic Islands, mainland Portugal and France. We do not ship to the Canary Islands, Gibraltar, Ceuta and Melilla or the Azores.

•    Can the country of delivery be different from the country of purchase?

The country of delivery must always match the country of purchase.

•    How long will it take for my order to arrive?

Delivery times may vary depending on the shipment, usually 2 working days - 48h.

*Under special conditions, such as sales and promotions, campaigns such as Black Friday... delivery times may be extended.
**Deliveries to the Balearic Islands have longer delivery times.
*** Saturdays, Sundays, national holidays and local holidays are not considered working days.
**** Holidays 2024 that may affect delivery times: 6 January (Epiphany), 29 march (Easter Friday), 1 April (Easter Monday), 24 June (Sant Joan), 15 August (Assumption), 11 september (catalonia's national day), 12 October (bank holidays), 1 November (All Saints Day), 6 December (Constitution Day), 8 December (Immaculate Conception), 25 December (christmas), 26 December (Sant Esteve). And the rest of the regional and local holidays that may affect the delivery addresses.


•    Do the shipping conditions always remain the same?

During sales and promotions (such as Black Friday) and for orders with more than one product included, delivery times may be extended for logistical reasons.

•     How much shipping costs do I have to pay?

For deliveries to the stores, delivery is free of charge.

For home deliveries in mainland Spain and Portugal:
> Orders under 59 euros - 3.95 euros shipping costs.
> Orders over 59 euros - free shipping.

> For deliveries to Balearic Islands - 9 euros

> For deliveries to France - 8.95 euros

> For deliveries to Andorra - 12 euros*

*Shipments to countries outside the European Union are subject to customs duties and taxes, but depends on the customs of your country. CASAS is not responsible for the costs generated by customs clearance and own taxes

•    What is the procedure for home delivery?

If you have chosen home delivery, you will receive an email with a tracking link where you will find all the available information about the package.

•    Can I track the status of my order?

Once delivered to the carrier, you will receive an email with a tracking link where you will find all the available information about the package.

•    What is the in-store delivery procedure - Click & Collect?


If you have chosen in-store delivery, you will receive an email when you can collect your order in full.
You will need to present your barcode to collect your order - either printed or by showing it on any mobile device. You will find this code in the PDF attached to the order confirmation email.

You will be given 30 calendar days from receipt of the collection confirmation email to collect your order. If this does not happen, even if we have tried to contact you on one or more occasions, we will proceed directly to the payment of the amount and withdrawal of the order.

Returns


Items purchased at www.casasclub.com can be returned as long as they have not been used and are in perfect condition.

CASAS reserves the right not to accept returns that do not meet the above conditions.


•    What do I have to do to return an item purchased online?

Returns in CASAS stores
- Available for home delivery and shop pick-up orders:

This is the easiest way to return an item purchased online. All you have to do is present the barcode of the purchase in the shop, which you will find in the confirmation email - either printed or on any mobile device - and hand in the product to be returned.

The in-store refund is made immediately if the payment was made with a physical card. The card with the same cardholder as the order to be returned must be presented. For all other payment methods - electronic or virtual cards, PayPal, Sequra and Bizum - the refund is made within a minimum of 3 and a maximum of 7 working days from the delivery of the items to be returned to the shop. Remember that if you have received the products to be returned at home, the shipping costs incurred will not be refunded.

Returns from home
- Only available for home delivery:

It's very easy. Access our Returns Portal and follow the instructions to request the collection of the product to be returned. Once we have received the product/s to be returned and verified its condition by our Returns team, we will proceed to refund the amount in the same method in which the payment was made. Remember that shipping costs are not refunded.

It will not be necessary to attach an invoice or print a label.

If the product to be returned is not in perfect condition, we will not be obliged to pay for the return and the cost of sending it back to the buyer's address will have to be paid by the buyer.

•    What is the maximum time limit for a refund?

The deadline for a return is 30 days from the date of dispatch of the purchase confirmation email.

* For purchases made after the Black Friday'23 campaign, returns are extended until 15/01/2024.

•    Do I have to pay for my home delivery?


Returns to www.casasclub.com in Spain anb Portugal are free of charge.

Returns in France have a 3.95€ cost.

Shipping costs incurred are not refunded.

•    How and when will I receive my refund?


In stores:

The in-store refund is made immediately if the payment was made with a physical card. The card with the same cardholder as the order to be returned must be presented. For all other payment methods - electronic or virtual cards, PayPal, Sequra and Bizum - the refund is made within a minimum of 3 and a maximum of 7 working days after the items to be returned are delivered to the shop. Remember that if you have received the products to be returned at home, the shipping costs incurred will not be refunded.

From home:

Once we have received the item(s) to be returned and the return has been approved, you will receive the amount of the returned items in the same form of payment with which you made the purchase. If more than 10 days have passed since you delivered the product to the carrier and you have not received the refund, please contact us via our contact form, by sending an email to shop.online@casasclub.com or by calling free on 900 600 606. Remember that the shipping costs incurred are not refunded.

•    What do I have to do if the amount of my refund is incorrect?

Contact us through our contact form, by sending an email to shop.online@casasclub.com or by calling toll free 900 600 606, we will solve your problem as quickly as possible.

CASAS reserves the right to refuse returns communicated or sent outside the specified period or items that are not in the same condition in which they were received.

Exchanges only in Stores

Items purchased on the website www.casasclub.com can be exchanged exclusively in CASAS physical shops, provided that they have not been used, are in perfect condition, within the stipulated deadlines and with the corresponding pdf of confirmation of purchase.

CASAS reserves the right not to accept exchanges that do not comply with the aforementioned conditions.

•    How can I change my items?

Items purchased at www.casasclub.com can be exchanged for another size, colour or model only in our physical shops CASAS, U-CASAS, CASAS Kids and CASAS International, as long as they are in perfect condition and we have stock in the shop. It is essential to present the barcode of the order, either with the order confirmation email or by showing it on any mobile device. You can find it in the PDF attached to the order confirmation email.

If you would like to exchange an item at home, you must request a return from our Returns Portal and make a new purchase online.

•    What is the deadline for making a change?

The deadline for a return is 30 days from the date of dispatch of the purchase confirmation email.






Last modified: November 2023