Frequently Asked Questions (FAQ)

Welcome to our Help Center. Here you will find answers to the most common questions about shipping, returns, and our policies.

Shipping & Delivery

1. How long does delivery take?
We aim to process and ship your order as quickly as possible.

  • Processing time: 1–2 business days (Monday to Friday).
  • Transit time: 8–12 business days (Monday to Friday).
  • Total estimated delivery: 9-14 business days.

Note: You will receive a tracking number as soon as your order is shipped so you can follow its journey.

2. How much does shipping cost?
We offer free shipping on all orders to Canada, with no minimum purchase required.

3. Where can I track my order?
Once your order has been dispatched, you will receive an email with a tracking link. You can also track your order status directly on our Tracking Page.

Returns & Refunds

4. What is your return policy?
We offer a 30-day return policy. You have 30 days from the date of receiving your item to request a return. To be eligible, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.

5. Are returns free?

  • Defective items: Yes, if an item arrives damaged or incorrect, we cover the return costs.
  • Change of mind: If you wish to return an item due to personal preference, return shipping costs are the responsibility of the customer.

6. When will I receive my refund?
Once we’ve received and inspected your return, we will notify you if the refund was approved. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Orders & Support

7. Can I cancel or modify my order?
We process orders quickly. If you need to make changes, please contact us within 12 hours of placing your order. Once the fulfillment process has started, we can no longer modify the order.

8. How can I contact you?
We are happy to help! You can reach us via email or the contact form below.

Contact Details:

- Global Headquarters / Legal Entity -
Company name: JVB Online B.V.
Trading Name: Casa Lamera
Address: Lepelaarstraat 22, 1452 XM, Ilpendam, Noord-Holland, The Netherlands
Business Number: 83586369
Vat Number: NL862926129B01

- Customer Support (Canada) -
Email:info@casalamera.com
Phone: +31 6 86 04 95 42 (International Support Line)

Customer Service Opening Hours (GMT-08:00 Vancouver Time)
Monday - Friday: 09:00AM - 5:30PM
Saturday - Sunday: Closed

We aim to respond within 1 business day