Customer Care
Returns & Exchanges
We want you to feel confident ordering from Casa Artisans. Here is how returns and exchanges work.
We understand that sometimes a purchase isn’t quite right.
Our returns process is designed to be straightforward, while ensuring that returned slippers can be checked, handled, and prepared responsibly before being offered to another customer.
01 · Start a Return
How returns work
If you change your mind about your purchase, please contact us within the applicable return period before sending anything back.
01
Contact us
Send us your order details and let us know that you would like to make a return.
02
Prepare your item
Please return the slippers securely packaged and in an unused, resalable condition, with their original packaging where possible.
03
Send it back
Return postage for a change-of-mind return is the customer’s responsibility.
At a glance
Returns at a glance
| Situation | What to do | Return postage |
|---|---|---|
| Changed your mind | Contact us within the applicable cancellation period and return the item in resalable condition. | Customer pays return postage. |
| Wrong size | Contact us to arrange a return or exchange, subject to availability. | Customer pays return postage. |
| Exchange | We can help arrange an exchange where the requested size or product is available. | Customer pays return postage. |
| Item arrives damaged or has a genuine fault | Contact us promptly with photographs and details so we can assess the issue and advise on the next step. | We will explain the appropriate return arrangement. |
02 · Condition
Please take care when trying them on
Slippers should be tried on indoors on a clean, dry surface. If you decide to return them, please ensure they remain clean, unworn, and in a condition suitable for resale.
We cannot accept returns where an item has been worn, washed, altered, or damaged after delivery beyond what is reasonably necessary to inspect and try the product.
This is particularly important for organic wool felt, upcycled alpaca skin hides, and plush sheep shearling, which can show changes in appearance or texture once worn.
03 · Refunds
Refunds
Once your return has been received and checked, we will process your refund using the original payment method.
Refund timing can depend on your payment provider and bank. We will confirm once the refund has been processed.
A note about return postage
For a change-of-mind return or an exchange, the cost of sending the item back to us is the customer’s responsibility. We recommend using a tracked service and keeping your proof of postage until the return has been received.
04 · Exchanges
Need a different size?
If you have ordered the wrong size, please contact us before returning your slippers. We will do our best to help arrange an exchange where the required size is available.
If the requested size is unavailable, we can advise you on the available options.
Please see our Size & Fit Guide before ordering if you are unsure about sizing.
05 · Your Rights
Your statutory rights
Nothing in this policy affects your statutory rights as a consumer. If an item is faulty, not as described, or does not meet the requirements of applicable consumer law, please contact us so that we can assess the issue and provide the appropriate remedy.
For online purchases in the UK, additional cancellation rights may apply. These rights are separate from our voluntary exchange policy.
Need help with an order?
If you have a question about a return, exchange, or your order, please get in touch. Having your order number ready will help us assist you more quickly.