Help centre
Frequently asked questions
Clear answers about shopping, sizing, payments, orders, delivery and returns.
How do I create a Casava Vogue account?
Select Account, choose Create account, and register using your email address. Follow the verification steps shown to finish setting up your account.
Do I need an account to place an order?
An account helps keep your orders, delivery updates, wishlist and saved details together. Sign in before checkout for the simplest order-tracking experience.
What should I do if I forget my password?
Open the sign-in page and select Forgot password. Enter the email address connected to your account and follow the reset instructions sent to you.
Where can I update my account details?
Sign in and open Account. You can manage your profile, saved addresses, password and other available preferences from the account pages.
Does Casava Vogue deliver across Kenya?
Yes. Delivery is arranged to supported locations across Kenya. The available delivery or collection option is confirmed during checkout or fulfilment.
How long does delivery take?
Locally available items may arrive sooner. Sourced items normally complete the overseas journey in around 2–3 weeks, followed by final delivery arrangements.
How will I know when my order is ready for final delivery?
We use the contact details on your order to coordinate the final location once the package is ready for local delivery.
What happens if my package is lost?
Contact customer care with your order number. Casava Vogue will investigate the delivery and help resolve an eligible lost-package or delivery issue.
Can I cancel or change my order?
Orders can only be cancelled within the allowed cancellation window after payment. Once sourcing has begun, the order cannot be cancelled or modified because your items have already been reserved or purchased from the supplier.
How does the pre-order process work?
Once you place and pay for your order, we source your items directly from our international suppliers. After quality checks and packaging, the order is shipped to Kenya and prepared for delivery. Most orders arrive within 2–3 weeks, although delivery times may vary slightly depending on supplier processing and international shipping schedules.
What is Casava Vogue?
Casava Vogue is an online fashion store that helps customers shop clothing, shoes, bags, jewellery, accessories, and more from international suppliers. Orders are placed on a pre-order basis and shipped to Kenya, giving customers access to a wide variety of products that may not be readily available locally.
Where can I find my order number?
Your order number appears in your order confirmation and in the Orders section of your Casava Vogue account. Keep it available when contacting customer care.
How do I check the status of my order?
Sign in and open Orders, or use Order tracking from the website footer and enter your order number. Available preparation and delivery updates will be shown there.
Can I change an order after placing it?
Contact customer care as soon as possible with your order number. A change is only possible if preparation or fulfilment has not progressed too far.
What does preparing mean on my order?
Preparing means your payment has been confirmed and the items are being checked and made ready for fulfilment and shipping.
Which payment methods can I use?
The payment options currently available to your order are displayed during checkout. Follow the on-screen instructions for the option you select.
How do I know whether my payment was received?
A successful payment is reflected in your order status and confirmation. If the status does not update, keep the payment reference and contact customer care.
Why is my order still awaiting payment?
A payment may still be processing, may have been cancelled, or may not have matched the order. Check your payment prompt and transaction message before trying again.
Is a cancelled order included in the amount paid?
No. Cancelled orders are excluded from completed revenue and their products are not treated as sold.
How do I request a return or report a problem?
Contact customer care with your order number, the affected item and clear details of the issue. Include photos when they help explain the problem.
Can every item be returned?
Return eligibility depends on the item, its condition and the reason for the request. Customer care will review the order against the current returns terms.
What should I do if I receive the wrong or damaged item?
Do not use the item. Contact customer care promptly with your order number and clear photos of the item, packaging and any visible damage.
Where can I read the full returns terms?
Open Terms from the website footer to review the current return, refund and order-resolution conditions.
How do I find a product on Casava Vogue?
Use Search and describe the item, colour, gender or occasion you want. You can then narrow the results using the available filters.
How do I add an item to my cart?
Open the product, choose the required colour and size where available, then select Add to cart. Review your selections before continuing to checkout.
What does sourced product mean?
A sourced product is obtained from a supplier after your order is confirmed, then prepared and transported to Kenya before final delivery.
How can I save a product for later?
Select the wishlist or heart control on a product. Sign in to keep saved products connected to your Casava Vogue account.
How do I choose the right size?
Check the size guide on the product page and compare its centimetre measurements with a similar item that fits you well. Product measurements can differ between suppliers.
Are the sizes UK sizes?
When a supplier provides UK sizing, Casava Vogue displays it. Always use the measurements shown in the product size guide rather than relying only on the size label.
What if I am unsure whether an item will fit?
Contact customer care before ordering and share the product link or SKU. You can also request a free tape measure when you need help checking your measurements.
Why do two products with the same size have different measurements?
Products can use different supplier patterns and fits. Review the individual size guide for each product before selecting a size.