Refund policy

  Returns & Refunds

  At GstaadHouse, we want you to love every piece in your wardrobe. If something isn't right, we make returns simple.

  30-Day Return Window

  You may return any item within 30 days of delivery for a full refund or exchange, provided that:
  - The item is unworn, unwashed and in its original condition
  - All original tags and packaging are intact
  - Footwear is returned in its original box, undamaged

  EU Right of Withdrawal

  If you are a consumer in the European Union, you have the legal right to withdraw from your purchase within 14 days of receiving your order, without giving any reason. Our 30-day return window extends this right for your convenience.

  How to Start a Return

  1. Email us at soporte.casenza@gmail.com with your order number and the item(s) you wish to return
  2. We will reply within 24-48 hours with return instructions and the return address
  3. Ship the item back using a tracked shipping method

  Refunds

  Once we receive and inspect your return, your refund will be issued to your original payment method within 14 days. You will receive an email confirmation when the refund has been processed. Please note that your bank or card issuer may take an additional 3-5 business days to post the funds.

  Return Shipping Costs

  Return shipping costs are the responsibility of the customer, except when the item arrived damaged, defective or incorrect — in those cases we cover all costs and offer an immediate replacement or full refund.

  Damaged or Incorrect Items

  If your order arrives damaged or you received the wrong item, contact us within 48 hours of delivery with photos and we will resolve it as a priority — no need to return the item until instructed.

  Exchanges

  Need a different size or colour? Email us and we will reserve the new item while your return is in transit.

  Non-Returnable Items

  - Gift cards
  - Underwear and socks (for hygiene reasons), unless unopened in original sealed packaging