Yes, all of our personalisation services are free of charge.

Simply type in your initials in your own language using our integrated keyboard provided on the screen. We take care of the translation for you. You can see a preview of your personalisation translated to arabic on your item right away.

For example, when you type in "B", we will automatically translate it to "ب". For every non-arabic letter, we will emboss the corresponding arabic letter. Our integrated keyboard also offers unique symbols, emojis, and arabic digits from which you can choose.

CASA d'ORIENTE offers personalisation services for all our items.

Personalised items are final sale and cannot be returned or canceled once personalised.

Yes, our packaging & gifting services are free of charge.

Every order comes with complimentary gift wrap which includes a signature CASA d‘ORIENTE box, delicately gift-wrapped with a ribbon accompanied by our signature bag for an added touch of elegance.

Yes, gift wrapping & packaging is included with every CASA d'ORIENTE item as part of our signature experience.

No, gift wrapping & packaging is included with every item by default.

Yes, our worldwide delivery service is free of charge. Every order is shipped to your doorstep with taxes, customs and duties already included in the price. There are no additional charges which occur during checkout or delivery.

We ship worldwide.

Your order is prepared and dispatched within 1–2 business days. Delivery times depend on the destination and usually range from 2–5 business days.

Once your item(s) have been shipped you will receive a confirmation email which will include a link to track your order through the carrier. In addition, you can follow your order status on your CASA d‘ORIENTE account under Customer Care > My Order.

Once an order has been confirmed, we are unable to make any changes, including modifications to delivery addresses, payment details, or personalisation requests.

To ensure a seamless experience, we strongly recommend reviewing all order details carefully before completing your purchase. CASA d‘ORIENTE is not liable for errors in submitted order details, and all orders will be processed as originally placed.

CASA d‘ORIENTE offers a 12-month warranty covering manufacturing defects and workmanship faults. This ensures that your product meets our highest standards of craftsmanship and quality.

What’s covered?

• structural defects in stitching or assembly

• hardware malfunctions (zippers, clasps, or closures) due to production faults

• leather inconsistencies that do not align with our quality control standards

What’s not covered?

• general wear and tear over time, including natural aging of leather

• discoloration or patina development, which occurs as part of leather's natural aging process

• damage from improper use, exposure to extreme temperatures, moisture, or harsh substances

• scratches, scuffs, or indentations caused by everyday handling

To ensure the longevity of your piece, we recommend regular leather conditioning and storing it in a cool, dry place away from direct sunlight when not in use.

If you believe your product has a manufacturing defect, please contact our customer experience team at customercare@casadoriente.com with your order number and clear images of the issue.

To submit a warranty claim, your purchase must have been made through our official website. Please follow these steps:

Prepare your claim

• locate your proof of purchase (order confirmation or receipt).

• capture clear photos of the manufacturing defect.

Submit your claim

• email our customer experience team at customercare@casadoriente.com with your order number, a description of the issue, and supporting images. Claim review & resolution

• if your claim is approved, we will offer either a replacement or a store credit. Refunds are not provided for warranty claims.

• the warranty period starts from the original date of purchase.

Our warranty operates in accordance with applicable consumer protection laws. If you have any concerns, please reach out, and our team will be happy to assist.

CASA d'ORIENTE accepts the following payment methods:

American Express

Apple Pay

MasterCard

Visa

PayPal

For further inquiries regarding payment options, please contact our Customer Experience Team at customercare@casadoriente.

If you're experiencing payment issues, please ensure that:

You are using one of our accepted payment methods

Your billing details match your cardholder information

You have sufficient funds available Common Payment Decline Codes & Solutions:

2000: DO NOT HONOUR – Your bank has declined the transaction. Please contact your bank for more information.

2007: NO ACCOUNT – The card number entered is not on file with your bank. Double-check the card details or contact your bank.

2010: CARD ISSUER DECLINED CVV – The security code entered may be incorrect. Try again and ensure accuracy. If the issue persists, contact your bank.

2015: TRANSACTION NOT ALLOWED – Your bank has declined the payment, possibly due to security restrictions. Try another payment method or contact your bank for assistance.

If your decline code is not listed and for further assistance, our Customer Experience Team is available at customercare@casadoriente.com

CASA d‘ORIENTE is unable to take responsibility for orders placed with incorrect addresses. Once an order has been dispatched, we are unable to make any modifications. However, if you notice an error, please contact us immediately at customercare@casadoriente.com, and we will do our best to assist you.

Due to high demand, we cannot guarantee address changes will be processed in time. To ensure a seamless delivery, we strongly recommend carefully reviewing all shipping details before finalizing your order.

In the rare event that you receive an item different from your order, or an item with wrong personalisation, we will arrange a replacement at no additional cost. If the item you originally ordered is out of stock, you may be offered a store credit.

To initiate a resolution, please contact our customer experience team at customercare@casadoriente.com, including your order number and clear images of the incorrect item.

Please note: we are unable to take responsibility for incorrectly placed orders. All orders are fulfilled based on the details provided at checkout, so we encourage carefully reviewing your selections before finalizing your purchase.

Every CASA d‘ORIENTE piece undergoes rigorous quality checks before dispatch to ensure it meets our exacting standards.

If you are dissatisfied with your product, please contact our customer experience team at customercare@casadoriente.com, including:

• a detailed description of your concern

• clear photos of the issues regarding the item

Our team will assess your case and work to resolve it as swiftly as possible.

At CASA d‘ORIENTE, we are confident that our products meet the highest standards of craftsmanship and quality. However, if you change your mind, unpersonalised products may be returned for store credit.

Please note:

• personalised products are final sale and cannot be returned or exchanged.

To be eligible for a return, items must:

• be unpersonalised

• be unused and in their original condition and packaging

How to lodge a return:

• contact our customer experience team at customercare@casadoriente.com to request a return

If you require further assistance, our team is happy to help.

Personalised items are final sale and cannot be returned or canceled once personalised.

Our leather collection is crafted from luxury, responsibly sourced genuine leather.

Yes all our products are handcrafted by leather artisans with decades of experience.

Our Customer Experience Team is here to assist you.

Email us at customercare@casadoriente.com or use the contact form below, and we’ll respond swiftly.

We look forward to ensuring your CASA d'ORIENTE experience is seamless.