RETURNS

Contact the team

For a cancellation, return or problem with your order, email enquiries@cassandrolondon.com with your order details. We will provide the appropriate return instructions. Contacting us for instructions does not make statutory rights dependent on our approval.

Personalised and bespoke jewellery

Goods made to your specifications or clearly personalised are excluded from the statutory change-of-mind cancellation right. Merely making a standard item after an order is placed does not, by itself, remove that right.

This exception does not affect your rights if an item is faulty, not as described or not fit for purpose. For cancellation of an unfinished bespoke commission, see the Terms of Service.

Other eligible online purchases

For goods covered by the statutory cancellation right, you may cancel from the time you place the order until 14 days after the day you receive the goods. Tell us clearly that you wish to cancel; you do not have to give a reason. You then have 14 days to return them.

You may inspect the jewellery as you would in a shop. We may reduce a refund only where handling beyond what is necessary to establish its nature, characteristics and functioning has reduced its value.

You pay the direct return-postage cost for a change-of-mind return. We refund the item price and any standard outbound delivery charge paid. Additional charges for a more expensive delivery option are not refundable under the change-of-mind rules.

We make the refund within 14 days of receiving the goods back or evidence that you sent them back, whichever is earlier. Refunds use the original payment method unless otherwise expressly agreed, with no refund-processing fee.

Faulty or misdescribed goods

Contact the team if your jewellery arrives faulty, is not as described or develops a problem. The appropriate remedy depends on the circumstances and your statutory rights and may include a refund, repair or replacement. We cover reasonable return costs where goods fail to meet their legal requirements. These rights apply to personalised and bespoke jewellery too.

Optional cancellation notice

You can email: “I give notice that I cancel my purchase of [item], ordered on [date] and received on [date]. My name is [name], my address is [address], and my order reference is [reference].” You do not have to use this wording or provide an order reference to exercise an applicable statutory cancellation right.