Frequently Asked
Questions

We accept all major credit and debit cards (Visa, Mastercard, Amex, Discover). Additional payment options are being added as our checkout platform expands. For Bespoke projects, we invoice directly and accept bank transfer, card, or wire.

Casiana operates exclusively online and through private Bespoke consultations. This keeps our overhead lean and our prices competitive. For Bespoke clients, we often arrange private viewings at partner studios and vendor showrooms as part of the design process.

For Bespoke projects, we provide physical material samples and swatches as part of the design process. For Shop pieces, we include detailed material descriptions and high-resolution photos. If you have specific questions about a piece, email us at hello@casiana.com before ordering.

Shop pieces are sold as-shown and cannot be individually customized. If you have a specific vision — a different finish, size, or material — that's exactly what Casiana Bespoke is for. Book a consultation and we'll make it happen.

In-stock Shop pieces typically arrive within 5–10 business days. Delivery windows vary by item and location — a more precise estimate is provided at checkout. Bespoke pieces have lead times of 8–20 weeks depending on complexity and sourcing. You'll receive regular updates throughout.

Yes. All orders over $2,000 include complimentary white-glove delivery — that means inside placement, packaging removal, and basic assembly if required. For orders under $2,000, a flat delivery fee applies. All Bespoke pieces include white-glove service as standard.

Yes, we ship to select international destinations. Rates and lead times vary by location. Email us at hello@casiana.com with the item and your destination and we'll provide a quote within 24 hours.

Once your order ships, you'll receive a confirmation email with tracking information within 24 hours. For Bespoke projects, your dedicated client manager will provide regular updates throughout production and delivery.

Shop pieces may be returned within 14 days of delivery in original, unused condition with all original packaging. Returns on orders over $2,000 are complimentary. A $99 return shipping fee applies to orders under $2,000. Bespoke and custom pieces are non-returnable, as they are made specifically for you.

Email support@casiana.com with your order number and reason for return. Our team will respond within 1 business day with return instructions and a pickup schedule if applicable.

Refunds are processed within 5–7 business days of receiving and inspecting the returned item. Funds typically appear in your account within 3–5 additional business days depending on your bank.

We're sorry to hear that. Please photograph the damage and email support@casiana.com within 48 hours of delivery. We'll arrange a replacement or full refund at no cost to you, no questions asked.

Casiana Bespoke is our high-touch design concierge service for clients who want something more than what's available off-the-shelf. We source globally, work with makers around the world, and manage the entire process from concept to white-glove delivery. Projects range from a single statement piece to complete room and whole-home furnishing.

Bespoke projects start at $2,900 and scale based on scope. Most single-room projects fall between $12,000 and $50,000. Full-home and development projects often exceed $100,000. The initial consultation is complimentary — we'll scope the project and provide a detailed proposal before any commitment.

Lead times depend on the scope and sourcing required. Single pieces typically take 8–14 weeks. Full room projects are usually 12–20 weeks from design approval to final delivery. We'll give you a detailed timeline as part of your proposal, and your client manager will keep you updated throughout.

The consultation is a conversation — no obligation, no pressure. We'll discuss your space, your aesthetic, your budget, and your timeline. From there, we put together a tailored sourcing proposal. Most consultations are conducted via video call, though in-person meetings can be arranged for larger projects.

All Shop pieces include a minimum 1-year manufacturer warranty covering defects in materials and workmanship. Many pieces carry longer warranties — these are detailed on each product listing. Bespoke pieces carry a 2-year warranty backed by Casiana directly.

Care instructions vary by material. Visit our Care Guide for detailed guidance on wood, upholstery, marble, leather, and metal finishes.

We're here. Email hello@casiana.com and we'll get back to you within one business day.