Help Center – Q & A

How do I make sure I buy the correct size?

The key size of clothing is the chest. Choose the size according to your chest measurement for the best fit. To be safe, please check the size chart on each product page before placing an order. Don’t worry if you get the wrong size—we can exchange it for you. If you are unsure, we recommend choosing a larger size.

Where are your products produced?

Our design team office is in California, USA. Products are designed there and produced by factories in Hong Kong and Vietnam. Quality inspection and distribution are also conducted in the US.

What payment methods do you support?

We support Credit/Debit Cards and PayPal. Most customers pay using their cards or PayPal account.

Why was my payment declined?

Possible reasons include:

• Incorrect card details (expiration date, billing address, or security code).
• The card issuer bank declined your payment.
• Insufficient funds on the card.

If possible, please try another supported payment method.

How to check my order status?

Normally, it takes 5–7 working days to prepare your order. We will email you the tracking number once it has shipped. You can track it using the number provided.

Can I receive my order before a certain time?

Please note that an order needs 5–7 days for processing before being shipped. For popular items, preparation may take longer. While we strive for quick delivery, we cannot guarantee an exact delivery date—only an estimate.

How can I get a refund for my order?

Submit an order cancellation request to our customer service at support@cassova.com if you decide to cancel. For orders cancelled after 24 hours but not yet shipped, we will issue a partial refund with a 15% cancellation fee. We do NOT accept cancellation requests after an order has shipped.

What if I receive a wrong order?

We apologize for the inconvenience. Please contact our customer service team and provide a picture of the wrong item you received so we can assist you.

Can I exchange for a different size?

Yes. We accept exchanges within 7 days of receipt for most items in new condition. Please contact our support team for exchange details. Note:

• Order ID is required (you can find it in your account or order confirmation email).
• Used or damaged items cannot be returned or exchanged.

Why is there no tracking update?

When orders leave our warehouse, they first travel by air to your country. There may be no updates while the package is in transit to the next facility. Tracking information will update once the package arrives locally.

Why doesn’t my coupon code work?

Check the expiration date of your coupon code. Some codes work only on certain items. Discounted, sale, or final-sale items may not be eligible. Each coupon code can be used only once.

What’s the material of your clothing?

Each product page includes a description of the materials. If you need more details, please contact us.

There is a missing item from my order.

If you believe an item is missing, email us immediately with your order number and the missing item details at support@cassova.com.

My package has been lost or stolen.

If you believe your package has been lost or stolen, or if the carrier reports it delivered but you have not received it, contact us within 10 days to file a claim. We will assist you with the carrier’s claim process. Please note: claims may take up to 30 days to complete depending on the shipping carrier. Cassova is not responsible for packages reported as delivered by the carrier and does not issue refunds or credits for such packages.

Can I cancel my order or make any changes after placing it?

Before shipping your order, you can contact us to request changes. We do not accept cancellations or changes once the order has been shipped. If you have concerns, contact us as soon as possible and we will do our best to help.