FAQ's
Welcome to our FAQ. We are delighted to have you as a customer.
We have tried to answer the most frequently asked questions.
Shipping and returns
Below are some frequently asked questions about shipping, returns and exchanges.
Where does Casa Erolux deliver?
We mainly deliver to Germany and Austria, but also ship to many other European countries including USA, Australia and England. You can see the exact shipping options at checkout.
Do you offer free shipping?
Yes, we offer free standard shipping for orders over €100 within Germany. For other regions, shipping costs will be calculated at checkout.
Can I return my order?
Yes, you can return your order within 14 days of receipt. Items must be unused, undamaged and in their original packaging. For more information, please see our returns policy.
Who pays the return shipping costs?
As a rule, the buyer bears the costs of the return shipment. However, if the item is defective or has been delivered incorrectly, we will of course cover the return costs.
Order
Below are some frequently asked questions about orders.
Can I change or cancel my order afterwards?
As our fulfilment process is automated, cancellations can only be made within the first 10 minutes after placing an order. Unfortunately, changes are no longer possible after this time.
I have not received an order confirmation – what should I do?
Please check your spam folder. If you cannot find anything there, please contact us via our contact form or by e-mail – we will be happy to help you quickly.
My item arrived damaged – what should I do?
We apologise for this inconvenience! Please send us photos of the damaged item and packaging within 7 days of receipt. We will arrange for a replacement or refund as soon as possible.
Can I combine multiple orders?
For logistical reasons, orders cannot currently be combined. Please ensure that you complete everything in one order if you wish to save on shipping costs.
Is there a tracking service?
Yes, as soon as your order has been dispatched, you will receive an email with a tracking link to track your shipment.
Products
Below you will find some frequently asked questions about our products.
Where are your products manufactured?
Our products are designed with great attention to detail and naturally meet all EU standards in terms of quality and safety.
Are your products sustainable?
We pay attention to high quality and responsible production when selecting our materials and partners. Our goal is to create durable products that will enrich your home for a long time.
How do I best care for my products?
Most of our products are easy to care for. You can find more detailed care instructions directly in the product description or on the packaging.
Is there a guarantee on your products?
Yes, we offer a 12-month statutory warranty on many products. If there is a problem, simply contact our customer service team.