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from Monday to Friday
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Tel: +39 02 947 53623
Services will be available
from Monday to Friday
10am - 6pm (GMT+1)

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Returns and Refunds

Return Time Frame:

Regular Price Merchandise – 14 Days

Sale Merchandise – 14 Days

Any purchases made on/after September 1st, 2016 are eligible for returns within 14-days of receipt. Please contact customer service for further assistance or questions.

1. Returns Policy

We have made every effort to display as accurately as possible the colours of our products that appear on the Casadei Online Store. However, as computer monitors vary, we cannot guarantee that your monitor's display of any colour will be completely accurate.

All items are quality controlled and checked for any faults before they are dispatched to customers.

Should you receive an item that is not in perfect condition please contact us immediately.

Please send all items you wish to return from an order in the same shipment to ensure your return is processed as quickly as possible.

Items should be returned in their original packaging to ensure they are adequately protected in transit. Shoe boxes should also be protected as they are considered part of the product, and your return may not be accepted if the box is damaged.

A convenient prepaid UPS label (DHL - for shipping to Russia) will be included in your package. If you choose to use this label, no postage is required.


We are currently unable to support exchanges through You can return your original order for a refund and place a new order. Your original order will be refunded once received and you may place your reorder at any time.

Price adjustments

Items purchased from or Casadei boutiques are not eligible for price adjustments. Prices will not be adjusted on previously purchased discounted merchandise.

2. How to process a return

If you are a customer based in the EU, you have the right to cancel your order with us under the Consumer Protection Distance Selling Regulations 2000 (DSRs).

Returning items using our collection service

Return Instructions

1. Request your Return Authorization Number (RAN) from your account within 14 days after receiving your order. If you have placed an order but have not yet registered, click here to request your RAN.

2. Complete and sign the Returns Proforma Invoice that you received with your order. For returns outside of the EU, attach 5 completed copies of the document.

3. Pack the item(s) securely in the original product packaging and include all paperwork.

4. Affix the prepaid UPS/DHL mailing label to the outside of your package.

5. Contact UPS/DHL to arrange the pick-up of your package or drop it at any UPS/DHL drop-off location, where possible.

6. Please allow up to 7 days for in-house processing of your return.

7. You will receive a return confirmation email once your package has been received.

8. You can expect a refund in the same form of payment originally used for the purchase within 30 days of our receiving the returned order. Original shipping charges, as well as C.O.D. additional costs, are not refundable.

Details for the ‘Waybill’:

The Level Group Srl

Casadei Online Store

Via Libertà, 215

28043 Bellinzago Novarese (NO)


UPS delivery service:

UPS recipient code: F2A337

Service: “Standard”

DHL delivery service:

DHL recipient code: 955827183

Service: “Express”

You will be notified by email once your return has been received and processed.

If you wish to follow the progress of your return, simply login anytime, visit the Orders section in your 'My Account' and type in the aforementioned Return Authorization Number.

Customers from outside the EU should fill in 5 copies of the Returns Proforma invoice with item descriptions and unit values. These forms are necessary for Customs clearance and will have to be handed into UPS (DHL - for Russia). You will find an empty copy inside your package or you can simply download an empty copy here.

Cancelling your order under the Distance Selling Regulations

If you are based in the EU under the Consumer Protection Distance Selling Regulations 2000 (DSRs), you have the right to cancel your order with us, provided you give us written notice within 7 (seven) working days of receipt.

You must notify Customer Service in writing of your wish to cancel the contract for your entire order under the DSRs within 7 (seven) working days of receiving your items. Either email our Customer Service or write to us at:

  • The Level Group s.r.l.
  • Piazza Arcole 4
  • 20143, Milan
  • Italy

On receipt of your notice of contract cancellation, Customer Service will email you a Return Authorization Number (RAN) number. Please complete this on the Returns Proforma Invoice that you received with your order, and include it with your return so we can process your refund promptly.

We recommend that you insure the return shipment as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them at our warehouse. We also recommend that you use a secure, trackable means to return your order to us and that you retain proof of sending, in the case of a dispute.

All items must be returned unused, in their original condition and from the country that the order was delivered to. We will refund the full value of your order, including shipping costs, within 30 days of receiving your notice of contract cancellation. If we do not receive the cancelled order, we will arrange to have it collected from you at your cost.

Please note that you may only use your right to cancel the order under the DSRs if you give us formal written notice of cancellation within 7 (seven) working days of receiving the order, as described above.

Additional returns information

Our return service is free when using the prepaid and printed UPS label (DHL - for Russia) you will find in your package or using the conventional retreat service from UPS (DHL - for Russia). If you were to decide to use another carrier, we will not refund the cost of the return shipment. We recommend using a traceable carrier, insured for the full value of the return merchandise. We are not responsible for return packages lost en route.

Send your return from the same Country in which you’ve placed your order. We will not be able to accept returns from different Countries.

Returns which do not respect the conditions above or with missing or incomplete Customs documentation will be refused and returned to the Shipper.

Your return package will be accepted within 7 working days from the delivery date at our warehouse.

3. Receiving a refund

Every effort will be made to ensure a prompt refund. After our warehouse has received and processed the returned products and checked that all the requirements have been met, you will be refunded within thirty (30) days.

The time period for refunding the amount you paid for purchasing the returned products depends on the payment type used:

A. payments by credit/debit card: refunds, in this case, may take up to 10 additional business days for your bank to complete, depending on their processing time. This can vary greatly between card issuers, and we are unable to influence this. Remember that the value date for the credit will coincide with the date of the original payment; therefore you will not suffer any interest loss;

B. payments cash on delivery (if available): you will be refunded for the amount paid for the products returned to the current account you indicate; the time needed for refunding, therefore, depends on the accuracy of the information you provide [IBAN, BIC and swift codes]; normally refunds take place within thirty (30) days. Please remember that you will need to have a bank account in order to receive a refund for an order paid in cash on delivery.

C. payments via PayPal (if available): the amount refunded to your Paypal account will be visible within 48 hours after receiving the email confirming the reimbursement. Repayment to the credit card you use with your PayPal account depends on the credit card issuer.


For a period of 24 months after the date of your online or Casadei store purchase, we will repair any item with a manufacturing defect in materials and/or workmanship (such as broken hardware). However, we cannot guarantee the availability of original parts for all accessories.

Merchandise that has been altered cannot be repaired.

Any issues that are a result of damage or normal wear and tear (such as dirt, scuff marks or scratches) cannot be accommodated.

We do not reimburse the cost of shipping the item to Casadei.

You may send your item to:

The Level Group Srl

Casadei Online Store

Via Libertà, 215

28043 Bellinzago Novarese (NO)


It can take up to eight weeks for the item to be returned to you once it is repaired.

For return authorization, please contact our customer service. Please include your name, order number, date of purchase, shipping address, and a description of the damage.

Non-Casadei Stores (Dept. Stores, Specialty Stores)

Repairs for merchandise purchased from a store or website other than a Casadei store or on are handled personally by the original store or website. Please contact the original store of purchase for assistance.