Shipping and returns

Shipping

CASABENTO® is an international site, specialising in bento boxes, lunch accessories and lifestyle goods made in Japan.

These Terms and Conditions of Shipping and Returns only apply to and are limited to purchases by private individuals for individual use. If you are a business or wholesaler and you are interested in our reseller program, please contact us using our contact form.

To be able to serve you better, we ship to most countries in the world (with the exception of regions where normal postal services cannot reach).

Our Warehouse Team works around the clock and parcels are packed and shipped everyday from Monday to Friday unless there is a public holiday. As soon as your order is dispatched from our Warehouse, you will receive an email to confirm that it’s on its way.

You will receive an email notification:

- When your order is being prepared.

- When your order is shipped.


Your order is prepared and shipped the next working day after we receive your payment. (For example, if you make an order on Monday, your order will be shipped on Tuesday and if you make your order on Friday, your order will be shipped on Monday.)

Shipping Costs

                                          

Please note that some unusual heavier products (Takoyaki pan..) or large-sized items are subject to additional shipping surcharges. The surcharge will be added during checkout in the Shipping & Handling subtotal of your order.

Delivery methods

 

Without tracking

With tracking

United Kingdom,
Ireland, Italy, Spain, Austria, Denmark,
Portugal + Switzerland

• Delivery time: 7-10 days*
• No tracking available, no insurance
• Zero custom duties


• Delivery time: 48h-72h*
• Online parcel tracking available from your personal customer account
• Parcel is insured and signature is required upon delivery
• Zero custom duties

Canada, USA, French Overseas Territories

All other countries

Delivery time: 1-2 weeks* (4-7 days* for French Overseas Territories)
• No tracking available, no insurance
Zero custom duties

Delivery time: 5-10 days* (4-7 days* for French Overseas Territories)
• Parcel is insured and has a tracking number
Zero custom duties

Belgium, Luxemburg, Netherlands, Germany

• Delivery time: 7-10 days*
• No tracking available, no insurance
• Zero custom duties

• Delivery time: 48h-72h*
• Online parcel tracking available from your personal customer account
• Parcel is insured and signature is required upon delivery
• Zero custom duties

Other European Countries

• Delivery time: 7-10 days*
• No tracking available, no insurance
• Zero custom duties

• Delivery time: 48h-72h*
• Online parcel tracking available from your personal customer account
• Parcel is insured and signature is required upon delivery
• Zero custom duties

France, Monaco

• Delivery time: 2-3 days*
• No tracking available, no insurance
• Zero custom duties

• Delivery time: 48h*
• Online parcel tracking available from your personal customer account
• Delivery can be made to your nearest post office or to a nearby shop.
•Zero custom duties

* Estimated delivery time is indicated in working days and does not not include order processing time. The delivery time is be taken in account from the moment when La Poste or the related carrier collects your parcel from our warehouse.

 

Zero Customs Duties*

CASABENTO® will pay custom taxes and import duties for all orders worldwide. (With the exception of rice cookers).

This should be managed automatically but should you be asked to pay these by the local shipping company, please keep a proof of payment and contact our customer care team who will arrange a refund of these charges when you mail in a Duties Refund Application to us. (Please see how you can make the application under our Duties Refund Application section below.)

*Duties refunds are subject to these term and conditions:

To be eligible for our Duties Refund Application, please keep a proof of payment and contact our customer care team who will arrange a refund of these charges upon these conditions:

The following documents must be submitted to us by registered mail (all postage at customer's expense) within 21 working days after date of shipment:

- original invoices, import documents, bills, vouchers, receipts or customs clearance forms (copies are not accepted but please keep a copy for your own reference)


The decision concerning the application will, in principle, be announced within six months of the date when the application, accompanied by all necessary supporting documents required for examination of the application, is submitted to our tax department. Please note that all supporting documents must be provided in order for us to process your refund claim.

The Custom Duties Refund amount is only applicable to the taxed VAT/GST amount and is limited to a refund up to the shipping destination country's VAT/GST rate, based on the order purchase amount (Total products excluding shipping). Taxes on shipping fees, handing charges, custom service charges or any custom clearance documentation fees will not be refunded.

If the refund is granted, it will be made in the same currency as the applicant's order purchase, to the same credit card or bank account used at the time of purchase, within 2-6 months. If the refund is not granted, the grounds for refusal of the application will be stated.

The Custom Duties Refund application does not bear any interest.


Please note that our Custom Duties Refund program is only applicable to and are limited to purchases by private individuals for individual use. CASABENTO® reserves the right to reject Custom Duties Refund applications at any time and will not be responsible for any import duties or custom charges if we believe that the order was made for retail, wholesale, resale or use of our products in any kind of business activity, for example for orders higher than 200€, or orders with five or more quantites of one product model.

 

Please note that this is a promotional offer only and is subject to change or modification.

 

Orders not received

If you have not received your order one week after the stipulated delivery time, please contact us using our Contact Us page. Before creating an enquiry, we encourage you to first pass by your local post office or delivery point to check for your parcel.

An enquiry will then be launched with the delivery service in order to locate your parcel. Investigation times can last up to 21 working days after the enquiry has been launched.

Following completion of the enquiry and the receipt of the confirmation of the package loss from the service provider, depending on the type of goods and product availability, we offer a replacement ( postage costs paid by us), or a refund of the product originally ordered if the product is no longer in stock. Please note that no refunds, replacement shipments will be made until the enquiry is complete.


CASABENTO® is not responsible for shipping delays outside of our control including, but not exclusive, postal delays, postal strikes, mis-delivery, delays due to custom checks or insufficient recipient address details. Delivery dates are merely given as an indication and will never be binding. Possible delays do not entitle the buyer to any compensation or an annulment of the sale.  For all delivery delays and questions, you are welcome to contact our Customer Care Team using our Contact Form.

We will return your email within 48 working hours. (Saturdays, Sundays and Public Holidays excluded).

 

Defective items and returns

We want to ensure that our customers receive top quality products. If you have a problem with your order, please  contact our Customer Care Team using the Contact Us form.
Please specify your order number, the nature of the problem and provide your complete contact information so we can get in touch with you as quickly as possible. We will proceed to check your order to determine if a new product will be shipped to you, or to process a refund, or for the product to be sent back to us for replacement or repairs.

All requests must be made within 14 days after date of shipment.

All returned products must of necessity be returned complete, unused in its original packaging and conditioning, in perfect new condition for resale and accompanied by the return slip attached to the delivery. Any products returned spoilt or whose original packaging has been deteriorated will be neither exchanged nor reimbursed. (Except in the case where the products were already defective.)


We will return your email within 48 working hours. (Saturdays, Sundays and Public Holidays excluded).