Return & Refund

 

At La Casa 18, we want every piece you choose to feel just right. If something isn’t perfect, our returns and exchanges are designed to be simple and reassuring.

 

General Policy

Most items can be returned within 14 days of delivery, provided they are in their original condition — unopened, unused, unworn, with all tags/security seals intact, and accompanied by all original packaging, accessories, or free gifts.

 

Exceptions for hygiene-sealed items

Where items are sealed for health or hygiene reasons, your right to cancel ends once the seal is broken, unless the item is confirmed to have arrived faulty. Please refer to category details below.

 

Category Details

Toys: Cannot be returned once unsealed, unless faulty.

Lingerie: Must be unworn and undamaged, with tags attached. Cannot be returned once worn, unless faulty.

Size exchanges: Available within 7 days of delivery for the same style, subject to inspection and stock. Simply return your item first — once confirmed undamaged, we’ll send your requested size. Each order is eligible for one size exchange. If the size is unavailable, a refund will be issued. You need to cover return postage; we covers the replacement dispatch.

Jewellery: Must be unworn and in original condition. Cannot be returned once worn, unless faulty.

 

Damaged or Incorrect Orders

If your order arrives damaged or not as expected, please notify us immediately by email concierge@lacasa18.com.

 

How to Return

- Log into your account and select Request Return.

- Choose the items you’d like to return, select your reason for return, and submit your request.

- Items must be in their original condition and packaging, with all included contents and any complimentary gifts, if applicable.

- Once your return is approved, we’ll create a shipping label for you and notify you by email.

- After your return is received and passes inspection, you’ll receive a confirmation email confirming your return has been successfully processed.

- Refunds are typically issued within 2 - 4 weeks of receiving your return (most are faster).

- Please note: Personalised items cannot be returned or exchanged. 

 

With Pleasure,

Team 18