1. Where we deliver
Casena Store, operated by FLOFUM, S.L., delivers to residential and business addresses within the European Union. We do not currently ship outside the EU, and we cannot deliver to PO boxes, poste restante addresses or parcel lockers, because cash on delivery requires a person to receive the parcel and pay the courier.
2. How an order becomes a delivery
- You place the order. No payment is taken and no card details are requested.
- We confirm it. A member of our team contacts you by telephone or email, usually within one working day, to confirm the item, the delivery address and the total amount payable.
- We dispatch. Once confirmed, the parcel is handed to our courier partner. You receive a tracking number by email.
- You pay at the door. The courier hands over the parcel and collects the agreed amount in cash.
An order is not binding on us until we have confirmed it at step 2. If we cannot reach you after reasonable attempts, or if the item turns out to be unavailable, the order is cancelled and you are charged nothing.
3. Dispatch time
Confirmed orders are dispatched within 1–2 working days. Working days are Monday to Friday, excluding public holidays in Spain and in the destination country. Orders confirmed after 14:00 CET are processed the following working day.
4. Delivery times
The times below are estimates from the moment of dispatch, not from the moment you place the order. They are not guaranteed delivery dates.
| Destination | Estimated delivery after dispatch |
|---|---|
| Spain | 2–4 working days |
| Western Europe (DE, FR, ES, PT, AT, BE, NL) | 3–6 working days |
| Central Europe (PL, CZ, SK, HU, SI, HR) | 4–7 working days |
| Rest of the EU | 5–9 working days |
Deliveries can take longer during peak periods, in remote or island areas, and where a courier is unable to reach you on the first attempt. If your parcel is materially delayed, contact us at support@casena-store.com with your order reference.
5. Delivery charges
Any delivery charge is stated to you in full during order confirmation, before you commit. The price you are told at confirmation is the total amount the courier will collect — there are no separate handling fees, surcharges or hidden costs added at the door.
| Item | Charge |
|---|---|
| Standard delivery | €4.90 |
| Free delivery threshold | €99.00 |
| Cash on delivery fee | €2.50 |
6. Paying the courier
Payment is made in cash, in the local currency of the delivery country, directly to the courier. Please have the exact amount ready where possible, as couriers may not carry change.
Couriers acting for us do not accept cards, cheques or bank transfers at the door. We will never telephone you to request card details, a bank transfer or a “release fee” before delivery. If you receive such a request, it did not come from us — please report it to support@casena-store.com.
7. Checking your parcel
You are entitled to check that the parcel matches your order before you pay. If the item is not what you ordered, is visibly damaged, or the amount requested does not match what we confirmed, you may refuse the delivery. You then owe nothing and the parcel is returned to us at our cost.
If you discover a problem after paying, our Returns & Refunds Policy applies.
8. Failed and refused deliveries
Couriers normally make two delivery attempts. If both fail, the parcel is held at a local depot for a limited period and then returned to us. We will contact you to arrange a further attempt where possible.
Repeatedly refusing confirmed cash-on-delivery orders without reason imposes real shipping costs on us. We reserve the right to decline future orders from an address with a history of unclaimed deliveries.
9. Incorrect addresses
Please check your delivery address carefully during order confirmation. We cannot be held responsible for parcels delivered to an incorrect address supplied by you. If you notice a mistake, contact us immediately — if the parcel has not yet been dispatched we can usually correct it free of charge.
10. Damaged or missing parcels
If a parcel arrives visibly damaged, note this with the courier before accepting it, or refuse the delivery outright. If damage is discovered after opening, contact us within 14 days of delivery with photographs and your order reference and we will arrange a replacement or refund under our Returns & Refunds Policy.
11. Questions
Email support@casena-store.com, or write to FLOFUM, S.L., Calle Parcerisa 13, Local 1, 08014 Barcelona, Spain.