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Your La Casa 18 Concierge
At La Casa 18, every detail is curated with care, and so is the way we look after you. Our dedicated concierge team is here to ensure your experience is seamless, personal, and always exceptional.
For Personal Assistance
Whether it’s a question about our collections, guidance on shipping, a return or claim, or simply sharing your thoughts and suggestions, our concierge desk is at your service.
📩 concierge@lacasa18.com
For Partnerships & Press
For brand collaborations, press enquiries, or any business-related matters, our partnerships team would be delighted to connect with you.
📩 business@lacasa18.com
With Pleasure,
Team 18
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Effective date: 5 October 2025
Last updated: 5 October 2025
Introduction
The following are the terms and conditions for the sale of goods by us and replace any previous terms and conditions. These terms and conditions (the “Terms”) govern your use of the website www.lacasa18.com (the “Site”) and all purchases of goods from La Casa 18 Ltd (“we”, “us”, “our”), a company registered in England and Wales under company number 16481743. By accessing or using the Site, clicking to indicate you have read and agreed these Terms and/or placing an order with us you confirm that you accept and agree to be legally bound by these Terms.
You must be 18 years or older to place an order. By accessing the Site and/or placing an order on the Site, you declare that you are at least 18 years old and that the products you order are for lawful personal use. If we discover that you are not at 18 years of age, we reserve the right to refuse or cancel your order.
Definitions
“Consumer” means an individual acting for purposes outside their trade, business, craft or profession.
“Goods” means the products, including sex-toys, lingerie, jewellery and related accessories, offered for sale on the Site.
Contract formation & order acceptance
All orders placed through the Site are offers to purchase and are subject to acceptance and availability. We may choose not to accept your order for any reason at any time. We will acknowledge receipt of your order by email. A binding contract forms only when we send an order confirmation stating that the Goods have been dispatched.
Pricing & payment
Prices shown on the Site include VAT where applicable and include any stated delivery charges. We take reasonable care to ensure prices are correct but reserve the right to correct pricing errors. If the correct price is higher than the displayed price, we will contact you and give you the option to proceed at the correct price or cancel the order with a full refund.
We only accept payment in UK Pound Sterling (GBP). Customers outside the UK will be billed in Sterling.
Payment is taken at the time of order (unless stated otherwise). By paying you authorise us to charge the card or payment method you provide.
Delivery & title
We will deliver to the address you supply and aim to dispatch orders within the timescales shown on the Site. Delivery times are estimates only and not contractual.
Risk in the Goods passes to you on delivery. Title in the Goods passes to you once we have received payment in full.
Cancellation & returns (consumer rights)
14-day cancellation right: If you are a Consumer, you have the legal right to cancel your order for most goods within 14 days of receiving them and receive a refund. See clause 6.4 for how to cancel.
Exceptions for Goods sealed for health protection or hygiene purpose: Where Goods are supplied sealed for health/hygiene reasons, your right to cancel ends if you unseal them after delivery. This means all sex-toys, certain lingerie and jewellery that are sealed cannot be returned once unsealed.
Faulty goods: Separate statutory rights apply if goods are faulty. You must contact our Customer Service Team by email to conceierge@lacasa18.com. We will comply with those statutory rights.
How to cancel & return: To cancel during the cooling-off period please follow the following steps:
Non-returnable Goods: Examples of Goods we may not accept for return once unsealed include: sealed sex-toys (if unsealed), lingerie worn/used, jewellery worn/used, bespoke/custom items, opened sexual lubricants or other hygiene-sensitive items.
Product information & pricing accuracy
We aim to ensure that prices quoted on the Site are correct and that all Goods are described fairly and accurately. However, when ordering please note that:
Promotion Codes and Special Offers
We retain the right to end any promotion codes and/or special offers at any time.
Promotion codes can be used once only per Customer as defined by your email address and/or credit card address and/or delivery address. Only one promotion code can be used per transaction and cannot be applied to delivery charges and selected Goods. No promotion code or offer can be combined with other deals in the same basket.
All promotions are run on a while stock lasts basis and promotion codes also have an expiry date, after which they are not redeemable.
Warranties & liability
Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud or any liability which cannot be excluded by law.
Subject to clause 9.1, our aggregate liability for loss or damage arising from a breach of contract, tort (including negligence), misrepresentation or otherwise shall be limited to the price paid for the Goods in question.
We recommend that users follow manufacturer guidance for safe use. We accept no liability for misuse which contravenes instructions provided with the Goods.
Intellectual property
All content on the Site (text, images, logos) is our property or used under licence. You may not reproduce our content without our written permission.
Abandoned Cart Service Messages & Marketing
If you have closed your Brower with Goods in your shopping cart, we will send you an electronic communication to inform you that this has happened.
If you opt in to marketing, we may send promotional emails. You can unsubscribe any time using the link in our emails or by contacting us.
Data protection & privacy
We process your personal data in accordance with applicable data protection laws (including UK GDPR). Our Privacy Policy sets out the personal data we collect, purposes of processing, legal basis and your rights.
By using this Site you are accepting our use of cookies unless you choose to reject them. For more information about cookies, please see our Cookie Policy.
Password / Account Security
You are responsible for maintaining the confidentiality of your password and account and any activities that occur under your account. We shall not be liable to any person for any loss or damage which may arise as a result of any failure by you to protect your password, account or order related emails.
Links to Third Party Websites
The Site may include links to third party websites that are controlled and maintained by others. Any link to other websites is not an endorsement of such websites and you acknowledge and agree that we are not responsible for the content or availability of any such sites.
International Use
You agree to comply with all applicable laws regarding the transmission of technical data exported from the United Kingdom or the country in which you reside (if different) and with all local laws and rules regarding acceptable use of and conduct on the Internet.
Complaints
If you have a complaint, contact our Customer Service at conceierge@lacasa18.com. We aim to respond within 14 working days.
Suspension & termination
We may suspend or terminate access for breach of these Terms, including attempts to purchase by or provide Goods to minors, fraud, or misuse.
General
These Terms (together with our Privacy Policy and any product terms) are the entire agreement. No third party has rights under these Terms except as stated.
If any provision is found unlawful it will be severed and the remaining provisions will continue.
These Terms are governed by the laws of England and Wales, and the courts of England & Wales have exclusive jurisdiction (unless you are a Consumer contracting from elsewhere, where statutory protections may apply).
Contact us
La Casa 18 Ltd
Customer service: conceierge@lacasa18.com