Frequently Asked Questions

BESPOKE SERVICE

Please allow approximately 2–3 weeks for making after your bespoke design is agreed. Delivery time is additional.

Once the design and metal are agreed, a 50% deposit is required before work begins on your bespoke commission. The remaining balance is due before dispatch.

Once a bespoke order is placed, it cannot be returned or refunded. We will only refund a bespoke order if the item is faulty on delivery and cannot be repaired.

Cassandro London does not accept returns for any item ordered through the bespoke / personalised service.

FINE JEWELLERY ORDERS

All bespoke jewellery orders are custom cast and made to order in the UK. For bespoke commissions, a 50% deposit is required once the design and metal are agreed, with the remaining balance due before dispatch. Please allow approximately 2–3 weeks for your fine jewellery to be made before dispatch. If you need your order for a particular date, please contact us before ordering to confirm what is possible. If you have any queries please get in contact with us. 

WHAT SHOULD I EXPECT WHEN THE PRODUCT IS READY?

The font of the stamping is basic block letter and comes in small, medium, and large. Your charms will be stamped with the sizing that works best with your piece, unless otherwise noted or requested by the customer at the time the order is placed. As these products are hand stamped, please note that there may be slight imperfections in the stamping.

Engraved items are non-returnable/non-refundable.

DO YOU HAVE A GIFT SERVICE?

Cassandro London is the ideal destination to buy someone a gift. It couldn’t be easier, just enter the person's address as the delivery address. If you’d like, you can add a personalised message which will be attached to the package. Of course, the package will be carefully packaged to our high standards.

Repair policy

For items purchased within the last year, repairs are free of charge. If your purchase through Cassandro London is older than one year, you will be charged a flat rate of £35. For more extensive repairs additional fees based on labor and cost of materials may apply. All repairs are subject to shipping charges.

To request a repair for common issues such as missing stones or broken links, please send us a message with all details listed below to receive a repair authorisation:

1. Contact name and phone number
2. Proof of purchase (ex. order confirmation email or receipt)
3. Image(s) of damaged item(s)
4. Brief description of the requested repair

Upon receipt of the above details, we will assess repair and provide authorisation along with return instructions. Please note that repair authorisation is issued on a case by case basis and may not be granted if damage is found to be caused by foregoing proper jewellery care, as outlined in the accompanying care guide / booklet. Please allow up to 2-4 weeks for repair to be completed.

Certain products are excluded from our refund policy. For hygiene reasons we cannot exchange or refund earrings nor items engraved, embossed or soldered, unless they are defective or faulty. 

If we are providing repair or engraving services we cannot cancel your order if we have already started the work.