FREQUENTLY ASKED QUESTIONS

YOUR ACCOUNT

WHY SHOULD I CREATE AN ACCOUNT ON CASALOMAN.COM?

With a CASALOMAN account you can:

  • Track your online orders
  • Access your purchase history and e-receipts
  • Manage your personal information
  • Save items you like to a shareable wishlist, accessible on any device
  • Request a return directly from your account; no phone calls or e-mail requests necessary
  • Sign up for the CASALOMAN newsletter in order to stay up-to-date of new arrivals, upcoming sales and other updates
  • Benefit from other exclusive services
CAN I MODIFY MY ORDER PLACED AS A GUEST?

To modify any order(s) placed as a guest you must create an CASALOMAN account using the same e-mail address used to place the guest order(s).

PRODUCTS

WHAT ARE PRE-ORDER ITEMS?

Pre-Order items are products from the most recent collection that can be reserved in advance within a limited timeframe.

When purchasing a Pre-Order item you will be among the first to reserve a product in your preferred style and size. Estimated time frames are indicated on the product detail page and may take several weeks, potentially arriving sooner or later than estimated.

You may always return an item or cancel your Pre-Order based on our RETURNS & REFUNDS policy, and you will asked for payment upon ordering.

For updates regarding your Pre-Order, please reach out to us at support@casaloman.com or our services team at customer care.

WHAT ARE MADE-TO-ORDER ITEMS?
Made-to-Order items are custom-made only after an order has been requested. Once an order has been placed, CASALOMAN services team will contact you to confirm your order details and payment. Your item will then be crafted exclusively for you.
Please note that once a Made-to-Order item has successfully been submitted, it cannot be cancelled, modified or returned for a refund. These items are final sale.
AUTHENTICITY & COUNTERFEIT

CASALOMAN only sells through its own distribution network and carefully selected partners.

CASALOMAN does not offer its product for sale through street vendors, unauthorized retail locations or unauthorized websites.

In an effort to protect its valuable brand and loyal customer, CASALOMAN reserves the right to refuse the sale of CASALOMAN products to individuals engaging in reselling activities.

Please reach out to us at support@casaloman.com or our services team at customer care to report counterfeiters and unauthorized distributors of celine merchandise.

ORDERS & PAYMENTS

HOW DO I PLACE AN ONLINE ORDER?

You do not need an account to place an order on casaloman.com. However, we suggest registering for access to exclusive services.

You can place an order directly on our website once you have selected your product, choose your desired color and size (if applicable) and add it to your shopping bag by clicking [add].

Once you have finished shopping, click on [cart] or [checkout] to be led to the checkout process.

WHAT PAYMENT OPTIONS DOES CASALOMAN OFFER?

We have two payment options: Domestic payment and International payment.

1. Domestic payment includes bank transfer, payment by credit and debit cards issued in Vietnam, bank cards, e-wallets, and payment on delivery (applicable to orders below 1 million VND).

2. International payment includes PayPal and payment by credit and debit cards for international customers paying in foreign currencies.

HOW DO I KNOW IF CASALOMAN RECEIVED MY ORDER?

Once you have placed your order, you will receive an automated order confirmation email. 

You may experience a few minutes’ delay between placing your order and receiving your order confirmation.

If you do not receive one, please reach out to us at support@casaloman.com or our services team at customer care

HOW DO PRE-ORDERS WORK?

Customers may pre-order selected products before they arrive in stores.

The items that you pre-order are reserved for you and shipped as soon as they become available in our boutiques.

The product’s estimated shipping date is displayed on the product page, at checkout and in your order details.

Please note that an order may not contain both a pre-order item and an in-stock item. We recommend placing two separate orders instead.

Pre-orders with different shipping dates: if you purchase two or more pre-order items with different shipping dates, your items will ship as soon as all of the products are ready, as a single order.

As for any order, you will be asked to submit your payment upon placing the order, either online or by phone.

CAN I CANCEL/MODIFY OR RETURN MY ORDER?

If you wish to cancel or modify your order, please contact our services team at customer care as soon as possible. Once an order has been submitted, we cannot guarantee that the purchase can be cancelled or modified. However, we will do our absolute best to accommodate your request.

If you would like to return an order that you have received, please follow our simple return process here > RETURNS & REFUNDS

DO YOU OFFER PERSONALIZED GIFT WRAPPING?

You will have the option to include a personalized gift message in your order and all gift orders come with complimentary gift wrap and they omit the price from the order receipt.

Please contact our customer services team to assist your gift wrapping request at customer care or by email: support@casaloman.com

CASALOMAN PERSONAL SHOPPING

Personal Shopping is a complimentary service exclusively offered by invitation to our most engaged CASALOMAN clients in our studio or live streaming. Our program provides exclusive access to a dedicated Stylist to help guide you through our brand products, suggest products tailored to your personal preferences, as well as other coveted benefits.

Our Personal Shopping clientele have access to the following services & perks:

  • Dedicated 1:1 assistance with CASALOMAN stylist and designer.
  • Early access to new collections
  • Concierge services
  • Personal styling
  • Access to private events

For more information about CASALOMAN Personal Shopping, please reach out to us at support@casaloman.com or our services team at customer care.

SIZING, FIT AND FEATURES

HOW DOES THE ITEM FIT?

In order to help find the best fit, the following information is available on every product page:

  • A size conversion chart to help convert international sizes.
  • Product-specific measurements (i.e., sleeve length, pant leg width etc.).
  • Size of the garment worn by the model, alongside their specific measurements.

The above can be found in the ‘View Size Chart’ tab on any item’s product page.

If you compare your own measurements, most importantly your chest measurement, to our guides, this should tell your size in that item.

For personalized sizing advice, please reach out to us at support@casaloman.com or our services team at customer care with your height, build and chest measurement, your desires fit and we will be able to assist you further.

HOW DO I TAKE MY CHEST/SHOULDER MEASUREMENTS?

SIZING FIT FEATURES ENGL

Shoulder: using a tape measure, measure the width across your shoulders point to point. Since shoulder measurements are taken along the upper portion of the back, another person will likely need to take this measurement for you.

Chest: using a tape measure, wrap this all the way around your chest at the widest point and note what number your chest measures, in inches. This will correspond with a size on our size guides.

SHIPPING & DELIVERY

WHEN WILL I RECEIVE MY ORDER?

Once your purchase has been completed, an e-mail confirmation will be sent to the email address that we have on file for you. This e-mail acts as an invoice and includes your order number.

Once your order is placed, a standard processing time of up to 2 business days is required before the order is shipped out. Orders placed after 12:00 AM (EST) may be processed the next business day, and orders placed on weekends and holidays will be processed the following business day starting at 8:00 AM (EST). During peak periods, processing times may exceed 2 business days.

Once your order has been shipped, you will receive an e-mail with your shipment’s tracking information, allowing you to keep tabs on the progress of your delivery.

HOW CAN I TRACK MY ORDER STATUS?

Once your item(s) have shipped you will receive a confirmation email where you will find a link to track your order. You can also track it direct from your order history in your personal CASALOMAN account.

You can also directly check your order/delivery status by go to My Account  >  Order  >  Track. 

CAN I MODIFY MY SHIPPING ADDRESS?

If you need to modify your shipping or delivery information after your order has been placed, please reach out to us at customer care as soon as possible.

Shipping information, including delivery address, cannot be modified once the order has already been shipped.

MY ORDER HASN’T ARRIVED, WHAT SHOULD I DO?

If you were expecting your order and it has not yet arrived, then please check the following:

  • Check that you have received an order dispatch confirmation email from us.
  • Check that your delivery address is correct on your order confirmation email.
  • Check your package tracking via your dispatch confirmation email.
  • Check for text messages, emails and calling cards from your local postal service/dpd/fedex, as your parcel may be awaiting collection at a local post office, or you may need to arrange re-delivery.
  • Check with other members of your household, or close neighbours, for your package.

If you still can’t locate your order, please reach out to us at support@casaloman.com or our services team at customer care, letting them know your full name and original order number.

RETURNS & REFUNDS

CAN I EXCHANGE AN ITEM FOR DIFFERENT SIZE OR COLOUR?

CASALOMAN does not process direct exchanges. We ask that you return the item(s) for a full refund and place a new order seperately for the preferred item(s) at your earliest convenience. Returns are subject to our RETURNS & REFUNDS policy.

CAN I RETURN PERSONALIZED ITEM?

Once a Made to Order DIY or personalized item has successfully been submitted, it cannot be cancelled, modified or returned for a refund. These items are final sale. 

HOW LONG WILL MY REFUND TAKE?

CASALOMAN will issue a refund to the original method of payment and a confirmation e-mail will be sent to you.

Please note that it can take up to 5 business days to process the refund. It may take your financial institution additional time to process the transaction and update your bank statement.

I HAVE RECEIVED MY ORDER WITH A DEFECT, WHAT SHOULD I DO?

If you receive an item with a defect at delivery, or that develops within 14 days, please contact us immediately with a photograph of the defect item(s) through our services team at customer care or at support@casaloman.com

CARE & REPAIR

HOW DO I TAKE CARE OF MY CASALOMAN ITEM?

CASALOMAN products are made with carefully selected materials and should be handled with care for longer product life. Each item will ship with an insert that details suggested care information. Ready-To-Wear feature an interior tag with care instructions.

For more information or assistance, please reach out to us at support@casaloman.com or our services team at customer care

DOES CASALOMAN OFFER REPAIRING SERVICES?

If you cause a damage on a product, please provide us some photos of the item as well as the damage at support@casaloman.com or our services team at customer care, we might will offer you a fixing service for it, it’ll be free for minor damages and with an additional fee for heavy damages.

Do not repair the item(s) by yourself or by the services that is not provided by us. Any item(s) that have been self-repaired or fixed by other services will be refused immediately.

HOW DO I WASH/TUMBLE DRY/IRON MY ITEM?

You can find all washing, drying and ironing instructions for your specific item on the product care label.

We advise washing our machine-washable garments only when necessary, and on the coolest setting possible, or spot cleaning and airing instead of a machine wash, to maintain the piece. (must not wash or iron items that made from leather, fur & wool)

ACCESSIBILITY

I'M HAVING DIFFICULTS WITH THE WEBSITE?

If you are having difficulty viewing, navigating, or browsing content on our website; or notice any content, feature, or function that you believe is not fully accessible to people who are differently abled, please:

  • Write to us at support@casaloman.com
  • Please use “Accessibility Barriers” as the subject line so that we may address the issue as soon as possible. A description of the specific feature you feel is an accessibility barrier and/or a suggestion for improvement would be greatly appreciated.

CASALOMAN is committed to creating an accessible and user-friendly experience. Feedback is invaluable to us and will be used to improve our efforts to accommodate the full scope of abilities.