Refund policy

Returns

We want you to love what you order. If something isn't right, you can request a return within 14 days of delivery.

To be eligible, items must be unused, in the same condition you received them, and in their original packaging. For hygiene reasons, opened skincare, beauty and personal care products can't be returned unless they arrived damaged or defective.

To start a return, email us at sales@lacasanostrastore.com with your order number and the reason for the return. We'll reply with return instructions. Items sent back without first contacting us can't be accepted.

Damaged, defective or wrong items

Please check your order when it arrives. If an item is damaged, defective or not what you ordered, email us within 14 days of delivery with your order number and a photo of the problem, and we'll make it right with a replacement or a full refund. You won't pay return shipping in these cases.

Return shipping

For returns that aren't due to our error (for example, you changed your mind), the customer is responsible for return shipping costs. Original shipping charges are non-refundable.

Refunds

Once we receive and inspect your return, we'll email you to let you know whether it was approved. Approved refunds are issued to your original payment method within 5–10 business days. Your bank or card provider may take extra time to post the refund.

Cancellations

Orders can be cancelled for a full refund before they ship. Because orders are processed within 1–2 business days, please contact us as soon as possible if you need to cancel.