FREQUENTLY ASKED QUESTIONS

STORE I CUSTOMER SERVICE
  • Where are you located? Do you have a physical store?

At the moment, we do not have a physical store, but we would love to have our own space in the future.

In the meantime, if you would like to see our products in person, you can schedule an appointment by contacting us at 📩 info@casasoulu.com

  • What are your customer service hours?

We’re here to help, feel free to reach out anytime!

Our customer support team replies Monday to Friday, from 9:00 AM to 5:00 PM.
DISCOUNTS I PROMOTIONAL CODES
  • Do you offer a welcome discount?

Yuppp! Casasoulù gives you 10% off your first purchase when you subscribe to our newsletter.

It’s our way of welcoming you and keeping you updated on all the latest news, launches, and upcoming promotions.

Click here and subscribe!

  • How do I use gift vouchers and promotional codes?

Once you’re ready to check out, click “Proceed to Checkout.”

You’ll be able to enter your discount code or voucher before completing your purchase.

Please note that only one code can be used per order.

  • My voucher/discount code has expired. Can I extend the expiration date?

Unfortunately, vouchers and discount codes cannot be extended once they have expired.
PAYMENTS
  • What currency is used online?

All prices on our website are displayed in euros (€), unless otherwise stated.

  • What payment methods do you accept?

We currently accept the following payment methods: credit or debit card, Apple Pay & Google Pay.
SIZES

If you’re not sure which size to choose, check out our Size & Conversion Guide to find the perfect fit for you.

If you need any further assistance, don’t hesitate to contact our customer support team. We’re here to help you find your ideal size! 📩 info@casasoulu.com
SHIPPING
  • Where do you ship to?

We ship worldwide! However, for shipments outside of Spain, please contact us at 📩 info@casasoulu.com with your inquiry, and we will review your specific case.

  • How long does it take to receive my order?

Delivery times depend on your shipping address. For more detailed information, we recommend reading our Shipping Policy.

  • How can I track my order?

Once your order has been dispatched, you will receive an email with a tracking number and a link to track your shipment in real time.

  • Is it possible to change the delivery address after placing an order?


If your order has not been shipped yet, we will do our best to help you update the delivery address. However, once the order is in transit, we are unable to make any changes.

Please contact us immediately after placing your order so we can assist you. 📩 info@casasoulu.com

  • Who pays for return or exchange shipping costs?

Return and exchange shipping costs are the responsibility of the customer, unless the item is defective or there was an error on Casasoulù’s side.

For more information, we recommend reading our Return and Exchange Policy.
ORDERS
  • If an item is sold out, can I be notified when it’s back in stock?

For sure! Simply find the product you’re interested in, select the color and size, and if it’s out of stock, click on “Notify me when available.”

We’ll email you as soon as it’s back in stock.

  • Can I change or cancel my order?

We try to process orders as quickly as possible, so we may not always be able to make changes or cancellations. Once your order is on its way, it can no longer be modified.

We know how exciting it is to receive your order ready to wear, so if you have any doubts, please contact us at info@casasoulu.com before placing your order. We’ll help you choose the best option for you and avoid unnecessary changes.

  • What should I do if I received the wrong order?


We understand how important every detail is, and although we carefully check each order, small mistakes can sometimes happen.

If the item you received is not what you expected, please contact us at 📩 info@casasoulu.com with your personal details, order number, and photos of the item you received.

As soon as we review your case, we will get in touch to find the best solution.

  • I think my order is damaged. What should I do?


We’re very sorry for this! While we carefully inspect all orders, occasionally something may slip through.

If your item arrives with a defect, please contact us at 📩 info@casasoulu.com with your name, order number, and photos of the issue.

We will review your case and, if it is confirmed to be a Casasoulù fault, we will arrange a replacement or refund.

  • How long do refunds take to be processed?


Once your package arrives at our warehouse, please allow 1–5 business days for our team to process your return.

For more information, we recommend reading our Return and Exchange Policy.