Shipping FAQS


Is shipping included in my purchase?

Casinua offers free international shipping in orders of 2 or more items.
For orders of a single item we subsidize the shipping partially and charge a flat fee of 15 eur.

What is your exchange / returns policy?

Please check your chosen products thoroughly as we do not offer exchanges or refunds on quality goods. Casinua only sells true to image products, so we have a no return policy. However, if you believe your product is faulty, you have received a different item to the one you ordered or you feel you have a reason that an exchange is justified then please send images/details to within seven days from receipt.

When will my order arrive?

Casinua ships all products with Fedex, delivery times vary contingent on location but usually within 7 to 10 days. Please keep in mind any industry sales or holidays that could delay deliveries, customs and flight handling.

I entered the wrong shipping address 

Contact us immediately at our team will update your order if it has not yet been shipped. Casinua takes no responsibility for goods lost due to incorrect shipping details.

What if my order gets lost in the mail?

Casinua ships with brand name global courier services that provide mail-tracking facilities. We are not responsible for items that are lost or damaged during shipping.
We will offer our support in directly contacting and dealing with the shipping company in case there has been any inconvenience and use our commercial agreement to retrieve any information/ file any necessary claims.

Will I have to pay duties on top of my order?

All our packages are shipped from Bali, Indonesia. Please note all international orders may be subject to duties and taxes. Your local customs authorities establish the limits for duty-free packages. Casinua will not be held liable for any fee, duties and taxes which may be applied to your order by customs in the country where delivery is made. Please contact your local customs offices if you would like to seek more information regarding taxes and duties applicable in your own country. 

What if my package was returned to sender?

If a package is returned to us due to the receiver refusing to take care of duties/taxes imposed by customs any refund requests will be subject to evaluation as a package that has been sent has already incurred in costs (shipping back and forth, import taxes in Indonesia as well as production costs in the case the package is not retrieved from customs).

If your package is returned to us for a different reason we will do our best to get it re-shipped to you. However the reshipping may be at an extra cost.