Frequently Asked Questions

You can browse our collections online and place an order through our secure checkout.

For larger projects, multiple items or trade enquiries, you can also contact our team directly.

Once your order is dispatched, or ready to schedule delivery, you’ll receive regular updates by email from us or our delivery partners. Tracking details are provided where available.

We accept most major debit and credit cards, PayPal and supported digital wallets such as Apple Pay and Google Pay. Payments are processed securely by approved providers.

Not at present. If finance options become available in future, we will update our website and checkout.

For in-stock items, changes may be possible if you contact us quickly and the order has not yet entered dispatch or delivery scheduling.

For made-to-order or bespoke items, orders usually cannot be changed or cancelled once production has started, except where your legal rights apply.

Yes. All prices shown on our website include UK VAT, where applicable.

We currently deliver to most mainland UK postcodes. We do not deliver to Northern Ireland, the Scottish Highlands and Islands, the Channel Islands, the Isle of Man or other offshore locations.

If you’re unsure whether delivery is available to your address, please contact us before ordering.

Standard delivery is free to mainland UK addresses and is completed on a doorstep or kerbside basis. This means delivery is made to the front door or ground-floor entrance.

Delivery does not include carrying items inside, unpacking, assembly or placement unless agreed in advance.

These services are not included as standard.

In some cases, optional services such as in-room placement or assembly may be available by request, subject to availability and additional charges. Any such services must be agreed in writing before delivery.

Someone aged 18 or over must be available to receive and sign for the delivery. If delivery cannot be completed because no one is present or access is not possible, it may be treated as a failed delivery and a redelivery fee may apply.

You are responsible for ensuring the delivery route is suitable. This includes doorways, hallways, staircases and lifts. If access is restricted or unsafe, the driver may not be able to complete delivery and the delivery will be classed as failed.

If a delivery fails for reasons within your control, such as no adult present or undisclosed access restrictions, we may charge a redelivery or collection fee reflecting the cost incurred.

Details are set out in our Delivery Information and Shipping & Delivery Policy.

You have 14 days from the day after delivery to let us know you would like to return your order, followed by a further 14 days to send it back. Full details on how this works are set out in our Returns & Refunds Policy.

Eligible items can usually be returned if you notify us within 14 days of delivery. Items must be unused, complete and in re-saleable condition. For change-of-mind returns, you are responsible for the return or collection cost.

For our larger items, we may be able to arrange collection if you prefer not to arrange your own courier.

Unless faulty, we cannot accept change-of-mind returns for:

• made-to-order or bespoke items
• personalised products
• hygiene-sensitive items (such as mattresses) once unsealed
• clearance or ex-display items sold “as seen”

For change-of-mind returns, you pay the return or collection cost.

If an item is faulty, damaged in transit or misdescribed, we cover reasonable return or collection costs when the return is confirmed.

Please report visible damage or missing parts within 48 hours of delivery, with photos where possible.

Contact us as soon as possible with photos and your order number. Where a fault is confirmed, we will arrange repair, replacement or refund in line with your legal rights and our Warranty Policy where applicable.

Email contact@casanainteriors.co.uk with your order number, the item(s) involved and the reason for return. We will confirm eligibility, any costs and the next steps in writing.

Yes - Casana furniture purchased directly from us comes with a 5-year structural warranty, covering frames and key load-bearing components under normal use.

This is in addition to your statutory rights. For further information, please read our full Warranty Policy.

The warranty does not cover normal wear and tear, cosmetic ageing, accidental damage, misuse, incorrect assembly by third parties or environmental damage such as excessive heat or moisture.

Email contact@casanainteriors.co.uk with your order number, a description of the issue and clear photos. For complex cases, we may arrange an inspection.

Care guidance can vary per product. In general, avoid harsh cleaners, moisture, excessive heat and direct sunlight, and lift items rather than dragging them. Our customer care team would be happy to assist you with specific care guidance, please contact us for further information.

Where possible, we can supply replacement legs, fixings or similar parts, subject to availability. Simply contact our team with your order details and a brief summary of what is required, with photos if applicable.

Yes, provided the item is still available within the current collection. We will always aim to supply a like-for-like replacement. If the product has been updated or discontinued, we will advise on the closest available alternative.

All replacement orders are delivered in line with our standard delivery service. If you need additional support, please contact our team before placing the order so we can advise on the best option.

Further details are available in our Replacement & Replenishment Service overview.

Yes. We work with interior designers, landlords, developers and hospitality clients, offering tailored pricing and support.

To apply, simply complete the trade application form on our website. We aim to respond within two working days.

We may be able to assist with furniture packs, specifications, phasing and repeat supply for residential and hospitality projects. Please contact us to discuss your requirements.

Yes. Where applicable, our products are supplied in line with relevant UK product safety requirements. For upholstered furniture, this includes compliance with the Furniture and Furnishings (Fire) (Safety) Regulations 1988, as amended, and applicable items are supplied with the required permanent fire safety label. All consumer products we place on the market are also supplied in line with our general duties under UK product safety law.

Yes. If you need compliance information before ordering, please contact us with the product details or quote enquiry. For relevant items, we can confirm whether a product falls within the upholstered furniture fire safety rules and provide the information reasonably needed for procurement, fit-out or furnishing checks. Upholstered furniture supplied for residential lettings must also comply with the same fire safety rules.

Yes. Payments are handled by secure third-party providers using industry-standard encryption. We do not store full card details.

We use your data to process orders, arrange delivery and provide customer support. We handle personal information in line with UK GDPR and the Data Protection Act 2018. You can read more about how we handle your data in our Privacy Policy.

Yes. You can unsubscribe from marketing at any time or contact us to update your preferences, as explained in our Privacy Policy.

If your question isn’t covered here, our team will be happy to help.

Email: contact@casanainteriors.co.uk

Telephone: 01925 594 254 (Mon-Fri, 9am-5pm)

You can find further information across all our policies on our Policies & Customer Information page.