FAQ

How do I place an order?

These are the general steps of your shopping journey with us:

Choose your product, add to cart & amend the quantity
Check order details
Confirm your shopping cart
Provide shipping & billing information
Choose payment options and finalise payment
You will see the payment transaction status on your screen
For a successful transaction, we will email you the order confirmation shortly

How should I track my order?

The order status will be updated by Casa via email after the payment has been completed.

Casa will contact the recipient again to confirm the selected delivery date and time slot.

For Small Appliances, a tracking number will be given to you as it is delivered by courier service.

➡️Trace Here

How can I retrieve my receipt?

1. Simply login to your account

2. Go to "My Account"

3. Select order history

4. Click the invoice number of your order, you can also print out the invoice.

How long will I receive my order?

Delivery takes 2 Working Days for Major Appliances / Up to 5 Working Days for Small Appliances.

We will deliver within 2 Working Days for major appliances like Hob, Hood, Oven, Fridge, Dishwasher, Washing Machine, Dryer, Free Standing Cooker etc.

A tracking number will be provided for Small Appliances and it will be delivered within 5 Working Days via Courier Service. For instance: Water Heater, Kettle, Juicer, Steam Iron, Ceiling fan, Bathroom hardware/cookware accessories, etc.

We will take up to 5 working days to complete products that need an installation service from us.

How should I get more information for the product I am interested in?

Please utilise our live chat feature to send us a message regarding your product inquiry. We will make every effort to respond within 24 hours. Alternatively, you can also email us at shop@casa.com.sg.

How can I determine the right size to ensure it fits properly into my built-in space?

1. Locate the "Cut-out dimensions" on each product page.
2. Ensure precise measurements are taken of your kitchen or bathroom.
3. Reach out to us if you have any questions or uncertainties

What if the product runs out of stock after I have ordered or made payment?

We try our best to make sure this will not happen through stringent checks and follow-ups, but should it occur:

If the product is currently unavailable, we will provide the next earliest availability and delivery date or an alternative product model.
Should the options offered be deemed not suitable, we reserve the rights to cancel the order and refund the full amount of the purchase.

Can I cancel my order after payment has been completed?

You have the option to cancel your order prior to processing. Once the order is in progress, cancellation is not possible. If your product becomes unavailable, we will notify you in advance and issue a refund.

Can I request for a refund?

Prior to purchase and installation, do check the measurement of the appliances to avoid miscalculation. We do not do refund or exchange on wrong measurements of the appliance.

There is a 7 days refund policy from the date of receiving goods that does not require installation. Do take note that the appliance must be brand new and still in its original packaging. However, for major appliances, kindly contact us and we will send our technician for diagnosis.

For other products, kindly visit the CASA service center to request for repair or exchange (exchange only applicable to certain products).

How do I make payment for my order?

1. Click "Checkout Icon" to make payment

2. Check the product you want to make the payment, delete the unnecessary product

3. Click "Checkout"

4. Key-in your billing & shipping address

5. Select a delivery date and delivery time (available for major appliances & self-collection only)

6. Click "Proceed to next step"

7. Double check your information

8. Enter Promo Code / Use Casa Dollar to offset bill

9. Click "Make Payment"

What kind of payment method you have?

You can pay via VISA, Mastercard, American Express, UnionPay, Shop Pay, Apple Pay and Google Pay.

Is there free delivery?

Yes, we provide free delivery for all appliances.

Can I change my delivery address?

To make any alterations to your delivery address, please reach out to us via email at shop@casa.com.sg at least three days prior to the scheduled delivery date.

Alternatively, you can also get in touch with our customer care by sending a WhatsApp message via the live chat located at the bottom right corner of the screen, no later than three days before the scheduled delivery date.

On top of the free delivery, what other charges do I need to take note of?

For Truck Delivery, an extra flat fee of $10 per level per appliance will be charged if there is no lift access or if items cannot fit in the lift at the delivery address, particularly in buildings from the third floor upwards. This service is applicable only up to the 5th floor.

Additionally, a Carry Down fee of $10 per level per appliance will be imposed. Kindly settle the fee directly with the service provider.

Do you provide installation service for my purchase here?

Yes, we do.

Select "Yes" on the installation selection, or indicate "I need Installation" in the remark during checkout. We will contact you within 2 working days to confirm the installation date.

Contact us for more installation guidance by clicking the icon on the bottom right.

How much do you charge for installation for my appliances?

Kindly see installation fees here.

How should I pay for the installation charges?

Payment to our certified technician is due upon installation, with no undisclosed charges. Any required alterations will be assessed and quoted on-site if necessary.

To prevent any instances of overcharging for the installation service, our certified technician will collect the fees from you upon completion of the job. We accept payment via cash or Paynow methods.

How can I register product warranty?

Simply register your warranty here.

How long is the warranty for my product?

For all product warranty terms and conditions, kindly click here.

If my product is malfunction, defect, or not working, who should I contact?

Please contact our customer service support by clicking the icon on the bottom right or drop us an email at service@casa.com.sg.

Kindly allow us up to 2 working days to reply to your inquiry.

Anticipate delays during peak hours like Monday, Friday and eve of public holiday.

What benefits can I get from the membership?

We offer a range of fantastic perks for all Casa's Members!

Enjoy Free Delivery on all orders
With Warranty
Expedited 2-Day Delivery for Major Appliances
Exclusive Benefits for Repeat Purchases

But that's not all! Explore additional benefits such as purchase rebates with Casa Dollar, special promotions, exclusive free gifts, and much more through our CASA Loyalty Program here.

How do I utilise Casa Dollars?

You can only utilise a maximum of 10 Casa Dollar ($10 worth) for every $100 spent per transaction.

Example 1: Order value = $120, maximum Casa Dollar = 10 Casa Dollar ($10 off). Example 2: Order value = $560, maximum Casa Dollar = 50 Casa Dollar ($50 off).

How can I receive the latest promotion and news?

Sign up for our E-Newsletter or become a member to receive updates on the latest promotions and special offers via email.

Stay connected with us to ensure you don't miss out on frequent updates including discounts, deals, coupons, and cashback offers!

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