FAQs
Frequently Asked Questions
Answers to common questions about orders, shipping, returns, and Casa Duniya. Can't find what you're looking for? Contact us.
Orders & Payment
What types of payments do you accept?
We accept VISA, Mastercard, American Express, Discover, Diners Club, and JCB.
Can I cancel my order?
Orders can be cancelled up to 24 hours after placement. After that, items can be returned once received, under our Returns Policy.
Can you create custom or curated orders?
Yes. For a specialized item or personalized gift set, email us at dtc@casaduniya.com.
Can I modify my order after placing it?
Contact us at dtc@casaduniya.com as soon as possible. We can accommodate changes within the first 24 hours, before your order is processed and shipped.
Do you offer gift cards?
Yes — we offer both a standard e-Gift Card and a Special Edition e-Gift Card.
Do you offer gift wrapping?
Gift packaging is available at checkout for an additional cost. A gift note can be included free of charge.
Shipping & Delivery
Where do you ship?
We ship worldwide from Hong Kong to Hong Kong, Asia (Singapore, Japan, South Korea, Malaysia, Thailand, and other major countries), Europe (EU and UK), and the United States (all 50 states). Middle Eastern customers can use Shop and Ship, a package forwarding service. Full details on our Shipping Policy page.
What are the shipping costs?
Costs are calculated automatically at checkout based on destination and weight. We don't charge taxes at checkout; you're responsible for any import duties charged by your destination country.
How long until I receive my order?
Orders are processed within 3 business days, then shipped via SF Express (Hong Kong local, 1–3 business days), FedEx (international express, 3–5 business days), or Jumppoint (international standard, 10–14 business days) depending on your location and chosen method. See our Shipping Policy for full details.
How do I track my order?
You'll receive an email with tracking information once your order ships.
Do you offer free shipping?
Shipping costs vary by destination and are calculated at checkout. We occasionally run free shipping promotions during sales events.
Can I expedite my order?
Yes — choose FedEx Express at checkout for 3–5 day delivery to most international destinations.
What if I'm not home when my order arrives?
Our courier partners will leave a delivery notice with instructions for redelivery or pickup. You can also use your tracking number to arrange a convenient time.
Returns & Exchanges
What is your return policy?
Email dtc@casaduniya.com within 14 days of delivery, with clear photos of the item. Wait for our confirmation email before returning — items must be in original condition and packaging with all tags attached. Returns are sent back through our courier partners to our Hong Kong returns center. Casa Duniya doesn't cover return shipping costs. Full details on our Returns & Refunds Policy page.
What if my item arrives damaged or defective?
Contact us immediately at dtc@casaduniya.com with photos of the damage. We'll arrange a replacement or full refund at no cost to you.
Product Care & Information
How do I care for my handcrafted items?
General guidance:
- Hand wash delicate items with mild soap and warm water
- Avoid dishwashers and microwaves for ceramics and wood items
- Wipe metal items with a soft, dry cloth
- Keep items away from direct sunlight
For care instructions specific to your purchase, check the product description or contact us.
Why does my item look slightly different from the photos?
Every piece we sell is handmade by artisans, so small variations in color, pattern, or texture from one piece to the next are normal and expected — not a defect. Each product description notes this where it applies.
Where can I find a product's dimensions?
Size, weight, and material are listed in the product description, usually near the bottom of the page. If you can't find what you need, contact us and we'll check for you.
Are your products ethically sourced?
We work directly with artisan communities who use traditional techniques. Some of our products are made through community empowerment initiatives that provide economic opportunities for local artisans, including refugee communities — this is noted on the individual product's description where it applies.
About Casa Duniya
Where are you located?
Casa Duniya is a Hong Kong-based home decor brand. Our customer service team is available Monday to Friday, 9:00 AM to 6:00 PM (Hong Kong Time).
What does the evil eye (nazar) symbolize?
The evil eye, or nazar, is a protective symbol used across Turkish, Greek, and Middle Eastern cultures, traditionally believed to ward off misfortune and envy. It's typically shown as a blue and white eye shape. Explore our Evil Eye Protection collection for home decor, jewelry, and accessories featuring the design.
Do you offer wholesale or bulk orders?
Yes. Email dtc@casaduniya.com with your requirements for corporate gifts, events, or retail partnerships.
Still Need Help?
Contact us or email dtc@casaduniya.com. You can also check our Shipping Policy, Returns & Refunds Policy, Payment Policy, or Privacy Policy.