FAQ
Frequently Asked Questions
Everything you need to know about ordering from GstaadHouse. Can't find your answer? Email us at soporte.casenza@gmail.com — we reply within 24–48 hours.
Orders & Shipping
Which countries do you ship to?
We ship across the European Union, the United Kingdom, Switzerland, the United States, Canada and Australia, plus many more countries worldwide.
How much does shipping cost?
Shipping starts at €4.95 and is free on all orders over €80 (over €100 for the US & Canada). The exact cost is always shown at checkout before you pay.
How long will my order take?
Orders are prepared within 1–3 business days. Delivery then takes 5–8 business days within Spain, 6–10 across the EU, and 8–14 for the US & Canada. Every order is fully tracked.
Will I get a tracking number?
Yes. As soon as your order ships you'll receive a tracking link by email. Please allow 24–72 hours for the first scan to appear.
Returns & Refunds
What is your return policy?
You have 30 days from delivery to return any unworn item in its original condition for a full refund or exchange. See our Returns & Refunds page for full details.
How do I start a return?
Simply email us at soporte.casenza@gmail.com with your order number and we'll send you instructions within 24–48 hours.
When will I get my refund?
Refunds are issued to your original payment method within 14 days of us receiving your return.
Sizing
How do I choose the right size?
Each product page lists its measurements, and our Size Guide has full conversion tables for clothing and footwear. If in doubt, email us — we're happy to advise.
Payment
Which payment methods do you accept?
We accept all major credit and debit cards, PayPal, Apple Pay, Google Pay and Klarna — so you can pay in 3 interest-free instalments.
Is checkout secure?
Absolutely. All payments are encrypted with SSL and processed through PCI-DSS compliant providers. We never see or store your card details.
Products
What are your pieces made of?
We focus on natural, premium materials — European linen, 100% cashmere, merino wool and genuine suede. Full composition is listed on each product page.
How should I care for my garments?
Care instructions are included with every order and on the product label. As a rule, linen and cashmere last longest with gentle cold washing or dry cleaning.