Delivery and Exchange Arrangements

Delivery fee of bed linen
For non-members, free delivery service is available for every bedding product order with a net amount* of HK$500 or above. For orders with a net amount less than HK$500, an additional delivery fee of HK$50 will be charged per order.
For eShop members, free delivery service is available for every bedding product order with a net amount* of HK$300 or above. For orders with a net amount less than HK$300, an additional delivery fee of HK$50 will be charged per order.
The free delivery service excludes additional charges from the Logistics Company, customers should bear the additional charge.

Delivery fee of mattress
The standard delivery fee is HK$200 and an additional delivery fee (if applicable) for each mattress. Customers can also enjoy a paid disposal service for the old mattress when purchasing new mattress, please indicate the quantity and size of the discarded mattress in the remarks of the order for quotation. Customers are requested to pay the surcharge and disposal fee directly in cash to the delivery person upon delivery.

1. In order to provide a better shopping experience, Casablanca online store has added SF Express Station and SF Express Self-service Locker pickup services. Customers can fill in the SF Express business point address, SF Express Station address or SF Express Smart Locker address on the checkout page, allowing customers to pick up items more flexibly.
   
   SF Express Operation Arrangement:
   Please click here for SF Express business point addresses and business hours.
   Please click here for the address and business hours of SF Express Station.
   Please click here for the address and business hours of SF Smart Lockers.
   
2. Please provide a valid mobile phone number when placing an order so that you can receive SMS notifications for pickup.
3. After the order is delivered to the designated SF Express station or SF Express business point, SF Express will send a text message to notify the customer. Please pick up the goods at the SF Express station within 2 days.
4. The express delivery arrives at the SF Express self-service locker for 24 hours and is kept free of charge. If the express delivery fails to be picked up or delivered successfully within the free storage period due to customer reasons, a cargo storage surcharge will be charged every 24 hours thereafter.
   
   The charging methods are as follows:
   Shipment weight: 0.5 kg or less
   Fee Amount: No Fee
   
   Express weight: more than 0.5 kg# to 40 kg
   Charge amount: HKD/MOP 1 per kg per day*
   
   #More than 0.5 kg but less than 1 kg will be counted as 1 kg
   ---The final charge will be calculated by rounding up the total charge
   **** If you need to pick up the package at a SF Express station or service center in a different district, the customer needs to pay a service fee of 10 yuan.
   Please note: This service only applies to bedding and does not include mattresses. Due to the inventory restrictions of SF Express, the dimensions of the package must be: Maximum volume: 70x40x32cm Weight limit: 20kg or less. For details, please refer to the SF Express website .
   
   **If the package exceeds the upper limit, it will be transferred to the nearest SF Express service center and re-delivered according to the customer's requirements.
   
   For detailed arrangements, please visit the website of the third-party logistics company ( SF Express ) and refer to the information released by the company.

1. All mattresses are shipped directly from our warehouse and delivered by our courier.

2. The estimated delivery time for mattress orders is approximately 20 working days after the order is placed. Our customer service staff will contact the customer who purchased the mattress directly to arrange the delivery.

3. One day before delivery, the delivery department will call the customer to confirm the delivery address and time.

4. If no one answers the door on the day of delivery, the basic shipping fee of $200 and all other service fees will not be refunded. If you need to arrange delivery again, our company will charge the delivery fee again.

5. If the delivery address does not have an elevator or the elevator cannot reach the floor, the deliveryman will charge an additional staircase fee of HK$80 per piece/per floor when the customer receives the goods, up to a maximum of five floors.

6. During the delivery period, if the delivery truck (5.5 tons or more) cannot reach the building door directly and needs to push the goods through, or the building does not have a lift or the goods are too large to enter, the customer must pay an additional fee. The actual additional fee will be negotiated with the customer before the goods are delivered.

7. The company will not be held responsible if the purchased products cannot be brought into the house or installed due to the size of the customer's home door or other environmental limitations.

8. If there is a Typhoon Signal No. 8 or above, a Black Rainstorm Warning, or other unexpected events, the delivery service will be suspended on that day and we will contact the customer to make further arrangements.

9. Our company will not be responsible if the purchased product cannot be installed in the house due to the size of the customer's home door or other environmental limitations.

10. Customers purchase new mattress from Casablanca online shop can enjoy the paid disposal service of old mattress, please indicate the quantity and size of the discarded mattresses in the remarks of the order for quotation.

* Please note that we cannot deliver to PO Boxes and any restricted areas.
* A surcharge of HK$150 per order will be charged for the following remote areas: Tung Chung, Ma Wan, Outlying Islands (delivery to outer piers only). For Discovery Bay, a surcharge of HK$300 will be charged for each order.
* All mattress orders will be arranged or customized depending on the current inventory quantity. After the order is confirmed, a dedicated person will contact you within 5 working days to arrange delivery.

Bed linen arrangement

1. Please be assured that the courier will make a maximum of two delivery attempts. If no one is available to receive the package at the designated delivery address, the delivery company will leave a message or call the customer to arrange the next delivery date and time.
2. If customers have received an order tracking number, they can also contact the courier to arrange the delivery time or request special arrangements.

Mattress Arrangement

1. If there are any changes to the delivery address or time, customers must contact us at +852 2687 5113 two working days before the scheduled delivery date. Otherwise, an additional delivery fee is HK$150 per mattress and remote area surcharge (if applicable) will be charged.
2. The new delivery date must be three working days after the notification of the change in delivery date.

Bed linen arrangement

1. If the customer fails to receive or pick up the goods within 7 working days after the order is shipped, or if the parcel is returned due to repeated delivery without receipt or the recipient refuses to accept the parcel, all parcels will be deemed as failed delivery.
2. The courier will hand over this type of parcel to our warehouse and we will not arrange delivery for the time being. Our customer service staff will contact the customer to follow up on the delivery matters.

Mattress Arrangement

1. If delivery cannot be completed due to the consignee's personal reasons and re-delivery is required, the customer will be required to pay an additional HK$150 per mattress and a remote area surcharge (if applicable) as administrative fees.
2. The new delivery date will be three working days after the notification of the change in delivery date.
3. If the customer fails to collect the mattress within the specified time, we can provide a 3-month free storage period. If the storage period exceeds three months, we will charge customers a storage fee of $200 per month for each mattress. If the storage period is less than one month, it will be counted as one month.

1. Once all orders are confirmed, Casablanca Hong Kong Online Shop will not accept returns or refunds.
2. Casablanca Hong Kong Online Shop's exchange terms only apply to quality issues caused by factory defects. Product pictures are for reference only, all details are subject to the actual product.
3. If customers receive products with quality issues, please contact our customer service department via email at eshopcs@casablanca-home.com within 7 days from order confirmation and provide the order number, name of the product to be replaced, relevant photos and quantity so that we can follow up and record.
4. After obtaining our consent, please mail or courier the relevant goods to our Fo Tan office for follow-up (the shipping fee is capped at $80, and exchanges are limited to full-priced goods. Please keep the shipping receipt). Fo Tan Office Address: 5/F, Yan Hing Centre, 9-13 Wong Chuk Yeung Street, Fo Tan, New Territories, Hong Kong. Please note: We will not accept any items that require exchange at any of our stores or counters.
5. All exchanges are only available for regular-priced items and are not applicable to any promotional or special-priced products.
6. Please keep the packaging when exchanging products and ensure that the products are complete and unused.
7. When we receive the returned goods, we will test the customer's goods. If any quality problems are found, we will arrange a replacement immediately. All goods will pass quality inspection again before shipment and will be sent to the designated specialty stores in each district*. The staff will notify the customer to pick up the replacement goods.
8. Any used, improperly cleaned, modified or damaged products, unpacked or used pillows and quilts (for hygiene reasons), customized products, discount items and gifts will not be replaced.
9. The maximum difference in mattress size is 2%. Sizes within this range are not calculated as errors and will not be replaced.
10. Please pick up the ordered goods within three months. Otherwise, you will be required to pay a storage fee of $200 per month. A period less than one month will be counted as one month.
11. Any replacement products can only be replaced with products of the same model, color and size.
12. If the conditions for exchange are not met, we will not accept the exchange request and the product will be sent back by mail or courier.
13. In case of any disputes, Casablanca Hong Kong Online Shop reserves the right of final decision.

1. All goods are non-returnable and non-refundable after order confirmation.
2. If you find any quality issues of goods, please contact us with order number, name and phone number at eshopcs@casablanca-home.com within 7 working days after receiving your shipment. We will follow up with you as soon as possible.