No Order, No Response, No Accountability
I placed an order with Casa Icona on May 4th, 2025, and as of today—one month later—I still have not received my package, nor has it even been shipped.
After receiving no response to multiple emails, I reached out to them via WhatsApp. On May 13th, I was told that my order would be shipped to their U.S. warehouse (“casillero”). I trusted this update, but unfortunately, nothing changed. Two weeks later, the order still hadn’t been shipped.
Since then, my follow-up messages have been largely ignored. On rare occasions, someone from customer service would respond with vague, unrelated greetings like “Good morning, how are you?” or “Hi, how can I help you?”, yet never responded to my concern directly. It was not an automated message—these were actual representatives who simply chose not to assist.
Now, a full month later, my emails go unanswered, and my WhatsApp messages are ignored entirely. I have no order, no explanation, and no support.
I do not recommend this brand. Their policies do not allow cancellations or refunds, and their customer service has been completely unhelpful and unprofessional throughout the entire process.
UPDATE: I forgot to update, but the dress finally arrived on June 30th. The quality of the piece is excellent. It has great structure. It is important to note that it is quite short. If you don't have an event any time soon, then go ahead and order.