Crystal Heart Outline Pendant Necklace

About us

How we spend your money

Casa Lusa is a charity and the money that you spend on our Online Store can support a range of Casa Lusa’s work in London from emergency responses to advocacy projects. Thank you!

Most of our items are hand made by volunteers or are donated to us. These can be brand new or second hand.

When you buy from us you are supporting our charity and enabling us to use the money where it is most needed.

 

Postage and delivery

We will combine postage charges when buying more than one item when postage is charged.
We always keep our items in stock and we endeavour to post all items paid for by 1pm the same day (Monday to Friday excluding bank holidays) if not they will be sent the next working day.

All items are sent out by Royal Mail recorded delivery in order to make sure you receive it. Typically most items will arrive within 1 to 3 working days.

In the event that an item goes missing in the Royal Mail we must allow 15 working days from the date of dispatch as instructed by Royal Mail before they will class the item as missing. After this time has elapsed we will honour the postal insurance and claim for the loss against the Royal Mail. We will then send you a replacement, or if no stock is available, refund your payment.
 

We have made every effort to accurately represent the information and colours of products on this website. However, as colours vary between different monitors, we cannot guarantee that your monitor’s display will accurately reflect the actual product colour.
We will take every care to ensure that product information and pricing are accurate at the time they are entered.
All sizes and measurements are approximate and we advise customers to consult the sizing charts on the listings when ordering.

 

We aim for 100% customer satisfaction and if you have a problem with an item purchased from us please get in touch immediately and we will do our utmost to resolve the issue.

Should you wish to cancel or return your order we have a comprehensive returns policy, details of which can be found in the Returns section

 

Payment

We accept Payment by Paypal, & Credit/Debit Card

Payment by Paypal is preferred, you can also pay by credit card by clicking the Paypal option and then payment by debit or credit card, you do not have to have a Paypal account to do this,

Please note we do not store or keep any financial details (i.e. credit or debit card numbers or information) nor do we disclose any other customer information to any third parties.

Returns

You have the right to cancel the purchase contract at any time up to 21 days after the day of delivery.
To exercise your right of cancellation you must inform Casa Lusa by email or letter with details of the goods ordered and reason for cancellation.
 

Returning second-hand item

If you have purchased an item from Casa Lusa Online Store and it is damaged or faulty - and this was not described in the listing - please return it to us as soon as possible so that we can resolve this for you. Refunds will be processed within 10 working days of us receiving the item

We offer a full refund within our 21-day returns period. This starts from the date you received the goods.

Refunds will be processed within 10 working days of us receiving the item.

Sorry, but we are unable to give a refund for returned items received outside the 21-day period.

Except in the case of faulty goods, if you exercise your right of cancellation after the goods have been delivered to you, you will be responsible for returning the goods with the original packaging.
Once you have submitted your notice of cancellation, the goods must be returned at your own cost.

You must take reasonable care to ensure the goods are not damaged whilst in your possession.
On receipt of the returned goods a refund of the original purchase price will be made
In the case of faulty goods we shall, after receiving notification and return of items refund the original cost of the item and any reasonable return postage costs.
We cannot be responsible for items which are not received by us and would recommend that you use a recorded service to return valuable items.
Please be aware that we do not offer refunds for items not received unless we are out of stock of that item.