Frequently Asked Questions

In cash, to the courier, when your parcel arrives. Nothing is charged when you place the order and no payment is processed on this website.

No. Cash on delivery is our only payment method. We do not accept credit cards, debit cards, PayPal, vouchers or bank transfers, and the courier cannot take card payment at the door.

Never. We do not collect card numbers, CVV codes or banking credentials at any point, and we have no system capable of storing them.

If someone contacts you claiming to be from Casena Store and asks for card details, an advance payment or a “release fee”, it is not us. Please report it to support@casena-store.com.

The local currency of the delivery country. The exact amount is confirmed with you before dispatch, so there are no surprises at the door. Please have the exact sum ready where you can — couriers may not carry change.

No. The amount we confirm during the order call or email is the total the courier will collect, including any delivery or cash-on-delivery charge. See our Shipping Policy.

Use the enquiry form on our Contact page, telling us which item you want and your delivery address. We contact you to confirm availability, the total amount and the delivery date before anything is dispatched.

Your order is an offer to buy. A contract exists only once we have confirmed the order and told you it has been dispatched. Until then either side can walk away at no cost.

No. We do not operate customer accounts. We only need your name, delivery address, email and telephone number so the courier can reach you.

Yes. Email us before dispatch and we will change or cancel it free of charge. After dispatch, you can simply refuse the parcel at the door — you pay nothing — or return it under our 30-day policy.

Anywhere in the European Union. We cannot deliver to PO boxes or parcel lockers, because cash on delivery needs a person to receive the parcel and pay the courier.

Orders are dispatched within 1–2 working days of confirmation. After dispatch, typical times are 2–4 working days in Spain, 3–6 in Western Europe, 4–7 in Central Europe and 5–9 elsewhere in the EU.

These are estimates, not guaranteed dates. Full detail is in the Shipping Policy.

Yes. A tracking number is emailed to you when the parcel leaves our warehouse.

Couriers normally attempt delivery twice. If both attempts fail the parcel is held at a local depot for a short period and then returned to us. Contact us and we will try to arrange a further attempt.

Yes. You may check that the item matches your order before handing over payment. If it does not, or if it is visibly damaged, refuse the delivery — you owe nothing and it comes back to us at our cost.

30 days from delivery, for any reason. EU law gives you 14 days; we voluntarily extend it to 30. Details are in our Returns & Refunds Policy.

By bank transfer to an IBAN you give us. We refund within 14 days of receiving the goods back, or of proof that you sent them, whichever is earlier.

You pay if you simply changed your mind. We pay if the item is faulty, damaged in transit, or not what you ordered.

A two-year legal guarantee of conformity, as required by EU Directive 2019/771. If an item is faulty or not as described within that period you are entitled to repair, replacement, a price reduction or a refund.

If you can see the damage before paying, refuse the delivery. If you find it after opening, email support@casena-store.com within 14 days with photographs and your order reference, and we will arrange a replacement or refund.

Casena Store is a trading name of FLOFUM, S.L., Calle Parcerisa 13, Local 1, 08014 Barcelona, Spain. Full company details, including VAT and registration numbers, are on our Contact page.

Email support@casena-store.com — we reply within one working day — or use the form on the Contact page.

We use it to process and deliver your order, and share it with the courier so the parcel can reach you. We never sell it. Full detail, including your GDPR rights, is in our Privacy Policy.