Frequently Asked Questions

 

We hope the following FAQ will help answer your questions. Beyond the FAQ, you can also find helpful policies and information in the website footer, and product details on each product page. If you still have questions or simply want to share your thoughts, we’d love to hear from you 💕 -  just reach out via Contact Us. 

 

How do I know if my order was successful?

Once your payment has been processed, you will receive an order confirmation email. This email confirms your order has been placed successfully.

If you do not receive a confirmation or have any doubts, please contact us at concierge@lacasa18.com.

 

How long does delivery take?

We ship with Standard Royal Mail delivery, arriving in 3–5 business days after your order is placed.

Complimentary standard shipping is available on orders above £50.

Currently, delivery is available within the United Kingdom only.

For international clients, our concierge may assist with special arrangements. Please contact concierge@lacasa18.com.

 

How can I track my order?

Once your order has been dispatched, you’ll receive an email with your tracking number and a link to follow your parcel. You can also track your order anytime by logging into your La Casa 18 account.

 

Will my order arrive discreetly packaged?

Yes. Every order is shipped in a plain, unbranded mailing bag with only the courier’s label. Inside, your items arrive in our signature La Casa 18 box - discreet on the outside, beautifully designed within.

 

Can I purchase something as a gift for someone else?

Absolutely.  Every gift order includes a “Thank You & Welcome to La Casa 18” card, addressed to the recipient. To personalise it, simply provide the recipient’s name, or a cherished nickname, along with your own name under Additional Comments at checkout. We will ensure these details are inscribed on the card, making your gift as memorable as the piece itself.

 

Do you offer international shipping?

At present, we deliver within the United Kingdom only. For clients outside the UK, our concierge may be able to arrange special delivery solutions. Please email concierge@lacasa18.com for assistance.

 

What is your return and exchange policy?

Most items can be returned within 14 days if they are unopened, unused, and in original condition with all tags/seals intact.

Please note for hygiene-sealed items: once a seal is broken, returns are not possible unless the item is faulty.

Toys:  Not returnable once unsealed, unless faulty.

Lingerie:  Must be unworn with tags attached.

Jewellery:  Must be unworn in original condition.

Lingerie size exchanges:  Available within 7 days for the same style, subject to stock.

Refunds are typically processed within 2 - 4 weeks. For full details, please review our Return & Refund page.

 

How do I choose the right lingerie size?

We recommend consulting our Size Guide, available in the Specification section of each lingerie product page: [Lingerie>Product>Specification].

If your chosen size does not fit, you may request a one-time size exchange within 7 days of delivery, provided the item is unworn, with tags attached, and in its original condition. If your size is unavailable, we will issue a refund.

 

Are the toys waterproof?

Yes. Our toy main units are IPX6 rated, which means they can be safely washed under running water. Just avoid full immersion (such as in the bathtub). 

We recommend rinsing the product before and after each use. Please note that the charging base is not waterproof, so make sure the toy is completely dry before placing it back on the base. 

 

Do the toys come with a charging cable?

Yes. All toys include a Type-C charging cable.

 

Where can I find the toy instructions?

Each product comes with a printed instruction manual inside the packaging — please read it carefully before use. You can also access the full digital user guide on our website anytime (Toy>Product>How to Use>Full User Guide). 

 

For your ease of reference: The Bottle. The Dolphin. 

 

Do the toys come with a warranty?

Yes. All toys are covered by a 1-year warranty against manufacturing defects from the date of purchase. This covers faults in materials or workmanship, but not wear, misuse, or modifications.

 

Are the toys quiet during use?

Yes. Both toys are designed for intimacy and operate at under 50dB — a soft hum quieter than a whisper, so you can stay completely discreet.

 

Does jewellery come in different sizes?

Some of our pieces are designed to be versatile — they can be worn as necklaces, body chains, shoulder chains, waist chains, or bracelets.

For certain styles, especially those that can be worn as waist chains, sizes may vary. Please refer to the Specification section on the product page (Jewellery>Product>Specification) for detailed measurements to find your perfect fit.

 

Do you have a physical store?

We do not currently have a physical boutique, though it is part of our vision for the future. We hope to create a space where our community can meet, connect, and explore our pieces in person - stay tuned. For any questions or thoughts about your online shopping experience, feel free to reach us at concierge@lacasa18.com - we’re always happy to hear from you.