Terms of Service
About Cassandro London
Cassandro London is the trading name of Tobia Cassandro, a sole trader. For questions about jewellery, an order or these terms, contact the team at enquiries@cassandrolondon.com or +44 7968 074622.
Your jewellery and personalisation
Read the product description, dimensions and available options before ordering. Jewellery width and bangle size are different measurements. Use our size and style guide, and contact the team before ordering if you are unsure about fit.
Check all personalisation carefully, including spelling, punctuation, size and style. If you notice an error after ordering, contact the team promptly. Changes depend on how far making has progressed; we will confirm whether a change is possible and agree any additional cost before proceeding.
Our jewellery is handmade. Small variations can occur, and screen settings can affect how colours appear. This does not affect your right to receive jewellery that matches its description and agreed specifications.
Prices and payment
Website prices are shown in pounds sterling. The product price and any applicable delivery charge are shown before you pay. Optional additions or bespoke work will be quoted and agreed separately before any additional charge is made.
For bespoke commissions, we agree the design, metal and price before requesting a 50% deposit. The remaining balance is payable before dispatch. Keep the written quote and agreed specifications with your order records.
Making and delivery
Please allow approximately 2–3 weeks for making before dispatch. Delivery time is additional. If you need an item for a particular date, contact the team before ordering so we can confirm whether the date is achievable.
Express making may be available by prior agreement for an additional £150, taking approximately 3–5 days when suitable silver is already available and hallmarked. Availability and timing must be confirmed before ordering; it is not a next-day service or a standing guarantee.
See our shipping information for current delivery arrangements and charges. If an agreed delivery date cannot be met, we will contact you to discuss the available options. Your statutory rights concerning late or missing delivery remain unaffected.
Cancellations, returns and problems
Our Returns and Order Help policy explains cancellation rights and how to contact us about a problem.
The statutory change-of-mind cancellation right generally does not apply to goods made to your specifications or clearly personalised. This exception does not remove your rights if goods are faulty, not as described or otherwise fail to meet legal requirements.
If you wish to cancel a bespoke commission, contact the team promptly. Any amount retained from an advance payment must be fair and reflect recoverable losses directly caused by cancellation, taking account of costs saved and reasonable steps to reduce those losses. The 50% deposit is not automatically forfeited in every case. We will explain any proposed deduction and refund any balance due.
Complaints and your rights
Email enquiries@cassandrolondon.com with your order details and a description of the problem. Photographs may help where relevant. We will investigate and explain the next steps.
Nothing in these terms limits your statutory consumer rights or liability that cannot lawfully be excluded. These terms do not remove mandatory consumer protections that apply where you live.