FAQ
Frequently Asked Questions
Effective Date: May 18, 2023
About Ordering
Do I need an account to place an order?
No, you do not need an account to place an order. You can check out as a guest.
However, creating an account may make your shopping experience easier. With an account, you may be able to view your order history, check your order status, and receive updates about new arrivals and special offers.
Which payment methods do you accept?
We currently accept major payment methods, including:
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Visa
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MasterCard
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American Express
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PayPal
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Apple Pay
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Google Pay
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Shop Pay
Available payment options may vary depending on your location, device, browser, and checkout settings.
What currency are orders charged in?
Orders are usually charged in the currency displayed at checkout.
If your payment card or account uses a different currency, your bank or payment provider may apply an exchange rate and additional fees. Please contact your bank or payment provider for more information about currency conversion.
About Orders
Can I change my order after placing it?
If you need to change your order, please contact us as soon as possible at:
Please include your order number and use a clear subject line such as Urgent Order Change.
We will do our best to help, but changes cannot be guaranteed once the order has already been processed, prepared, or shipped.
Can I cancel my order?
Orders may be cancelled within 24 hours of purchase, as long as the order has not already been processed, prepared, or shipped.
Once an order has been processed or shipped, it can no longer be cancelled.
To request a cancellation, please contact us at:
When will my order arrive?
Estimated delivery time is usually 8–15 business days after your order has been processed and shipped.
Delivery times may vary depending on your country, region, customs clearance, local courier conditions, holidays, weather, or other circumstances beyond our control.
Will I receive a tracking number?
Yes. Once your order has been shipped, you will receive a shipping confirmation email with tracking information, when available.
Please allow some time for tracking updates to appear after your package has been handed over to the carrier.
If you cannot find your tracking email, please contact us at:
Why has my tracking not updated?
Tracking information may take time to update, especially for international shipments.
In some cases, tracking may not update immediately while the package is in transit, being processed by customs, or waiting for the local carrier to scan it.
If your tracking has not updated for several days, please contact us and we will help check the status of your shipment.
Do you ship internationally?
Yes. Caslura offers international shipping to many countries and regions.
Available shipping destinations will be shown at checkout.
About Shipping
How much does shipping cost?
Shipping costs are calculated and displayed at checkout before payment.
The final shipping cost may vary depending on your order and delivery location.
What should I do if my package is damaged or lost?
If your package appears to be damaged, lost, or significantly delayed, please contact us at:
Please include your order number, tracking number, and any relevant photos or details. We may need several business days to investigate the issue with the shipping carrier.
What should I do if I received the wrong item or something is missing?
If you received an incorrect item or your order is missing an item, please contact us at:
Please include:
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Your order number
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A clear description of the issue
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Photos of the package
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Photos of the item received
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Any available tracking information
After reviewing your case, we will provide a suitable solution.
About Payment Security
Is my online payment secure?
Yes. Caslura uses secure checkout technology and trusted payment providers to help protect your payment information.
Our website uses SSL encryption, which helps protect the information you enter during browsing and checkout.
How do I know the website is secure?
When you visit a secure page, especially checkout or account pages, you should see:
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A padlock icon in your browser address bar
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A website URL that begins with https://
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The correct domain name: caslura.com
For your safety, always make sure you are shopping on the correct website before entering personal or payment information.
Does Caslura store my credit card information?
No. Caslura does not store your full credit card information.
Payments are processed securely by trusted third-party payment providers.
Returns & Refunds
Can I return my order?
You may request a return within 30 days of receiving your order.
To be eligible for a return, the item must be unused, in its original condition, and returned with the original packaging and included accessories, if applicable.
Please contact us before returning any item:
Who pays for return shipping?
Customers are responsible for return shipping costs unless the return is due to a defective, damaged, or incorrect item caused by our error.
All returns must be approved before being sent back.
When will I receive my refund?
Once your return is received and inspected, we will notify you whether your refund has been approved.
If approved, your refund will be issued to your original payment method. Please allow several business days for your bank or payment provider to process the refund.
Contact Us
If you have any questions or need help with your order, please contact us:
Caslura
Website: caslura.com
Email: support@caslura.com