FAQs

What is Casserna?

Casserna curates simple, everyday tools that make home life smoother. We start in the kitchen and add more helpful items over time.

Where do you ship from?

We ship orders from our warehouses in Hong Kong.

Do you ship worldwide?

Yes. Available countries and shipping rates appear at checkout. If your country is not listed, email us and we will try to help.

How long does processing take?

Processing takes 1 to 2 business days. We will email you a shipping confirmation with a tracking link once your order is on the way.

How long does delivery take?

Delivery times start after dispatch and exclude weekends and holidays.

Due to high demand shipping may take between 2-4 weeks to arrive.

Will my order arrive in more than one package?

Sometimes. If items ship from different warehouses, you will receive separate tracking numbers.

How do I track my order?

We email a tracking link when your order ships. Tracking can take up to 48 hours to activate.

Can I change or cancel my order?

Email support@casserna.com within 12 hours of purchase. After that, your order may already be processing or shipped.

Can I change my delivery address after ordering?

Email us as soon as possible. If the order has not shipped, we will update it. If it has shipped, we will try to help with the carrier, but changes are not guaranteed.

What happens if my parcel is late or missing?

First check the tracking link, any delivery notes, and with neighbours or building staff. If you still cannot locate it, contact support@casserna.com within 7 days so we can investigate with the carrier.

What if my item arrives damaged or incorrect?

Email support@casserna.com within 7 days of delivery. Include your order number and clear photos. We will fix it quickly with a replacement or a refund.

What is your return policy?

You can return unused items in original packaging within 30 days of delivery.

Start a return by emailing support@casserna.com with your order number.

Return shipping costs depend on product/s however usually free.

Once we receive and inspect the item, we will process your refund to the original payment method.

When will I receive my refund?

After we approve your return, we submit the refund within 7 to 10 business days. Your bank or card issuer may take extra time to post it.

Will I pay customs or import taxes?

Some countries apply customs duties or VAT. These fees are set by local authorities and are paid by the buyer.

What payment methods do you accept?

Major cards, Shop Pay, Apple Pay, Google Pay, and PayPal where available.

Is checkout secure?

Yes. Payments are encrypted. We do not store full card details.

Do you offer warranties?

Many items include a 12-month limited warranty against manufacturing defects. Email us with your order number and photos and we will help.

How can I contact you?

Email support@casserna.com or visit our contact us page. We reply within one business day, Monday to Friday.