FAQ

Shipping & Delivery

Where is my order?
Once your order ships, you will receive a shipping confirmation email with tracking details. Tracking may take 24–48 hours after dispatch to become active.

How long does shipping take?
Orders are typically processed within 1–3 business days (Monday–Friday, excluding holidays). After dispatch, delivery usually takes 6–11 business days (Monday–Friday, excluding holidays), for an estimated total delivery time of 7–14 business days.

Do you offer free shipping?
Yes. We offer free standard shipping across all 50 U.S. states.

Where do you ship?
We currently ship to addresses in all 50 U.S. states. We do not currently ship to Puerto Rico, Guam, the U.S. Virgin Islands, American Samoa, the Northern Mariana Islands, military addresses, or international addresses.

Why is there no tracking update yet?
Tracking updates can sometimes take 24–48 hours after dispatch to appear. Delays may also occur due to carrier scans, weather, holidays, or seasonal demand.

What if my order is marked delivered but I have not received it?
Please first check your shipping address, mailbox, and nearby delivery area, and ask neighbors if they may have accepted the parcel on your behalf. In rare cases, packages may be marked as delivered slightly before arrival. If you still have not received your order after 3 business days, please contact us at contact@casellestudio.com .

Orders

Can I cancel or change my order?
If you need to cancel or update your order, please contact us as soon as possible at contact@casellestudio.com . If your order has not yet been processed or shipped, we will do our best to accommodate your request. Once an order has shipped, changes and cancellations may no longer be possible.

What should I do if something is wrong with my order?
Please email contact@casellestudio.com with your order number, a description of the issue, and any relevant photos. We will review the issue and assist you as quickly as possible.

What if an item is missing from my order?
Please contact us at contact@casellestudio.com with your order number and details of the missing item so we can investigate.

Returns & Refunds

What is your return policy?
We offer a 30-day return window from the date of delivery. To be eligible, items must be uninstalled, unused, in original condition, and returned with all parts, hardware, and original packaging intact.

How do I start a return?
To start a return, email contact@casellestudio.com within 30 days of delivery with your order number and reason for return. Once approved, we will provide return instructions. Please do not send items back without prior approval.

Who pays for return shipping?
Customers are responsible for return shipping unless the item is defective, damaged, or incorrect.

When will I receive my refund?
If your return is approved, your refund will be issued to your original payment method within 5–10 business days after the returned item has been received and inspected.

Can I exchange an item?
We do not process direct exchanges. For the fastest service, please place a new order for the item you want and return the original item once your return has been approved.

Products

Are your products made from solid brass?
Our handles and knobs are crafted from 100% solid brass. Product materials are described on each product page.

Are your products for interior or exterior use?
Our core hardware collection is intended for interior use unless otherwise stated on the product page.

How do I choose the right option?
Please review the product page carefully before ordering, including finish, function, rosette size, and handing where applicable. If you are unsure, feel free to contact us before placing your order.

Do dummy sets require handing?
No. Dummy sets do not require handing selection.

Payments & Security

Which payment methods do you accept?
You can securely pay for your order using Visa, Mastercard, American Express, Discover, Diners Club, Apple Pay, Google Pay, PayPal, and Shop Pay.

Is checkout secure?
Yes. We use secure checkout technology to help protect your payment and personal information.