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FREQUENTLY ASKED QUESTIONS
- PRODUCT INFORMATIONS
- ORDERS AND PAYMENT
- SHIPPING AND DELIVERY
- RETURNS AND EXCHANGES
Which products can be purchased online at Cassina.it?
CASSINA offers a selection of products listed under Details and Icons. The Details collection includes a selection of complementary pieces and design accessories tailored to complete the home collection. These include: tableware, miniatures, vases, lighting and much more. The Icons collection encompasses some of the most iconic Cassina design and history-making products. To find products available for sale online, look for those marked with the shopping cart icon.
What can I do if the item I want to purchase is not available online?
If the product you have selected is not immediately available for purchase at Cassina.it, we invite you to contact our Customer Services team for updates on timing and product restocking.
Does Cassina offer online discounts/promotions?
CASSINA does not offer online promotions because its products are available year-round and are not seasonal items.
Does Cassina offer after-sales support for its products?
CASSINA provides after-sales support for products purchased on Cassina.it, in Cassina stores and from its authorized dealers. Through our product care and repair services, we aim to extend the life of the product so you can enjoy it for as long as possible.
What is your standard product guarantee?
CASSINA guarantees that its products are free of manufacturing and material defects, based on normal home use, for a period of 2 (two) years from the date of the original invoice. You can use this link to download our standard guarantee terms and conditions.
How should I care for my product?
Please consult products Care and Maintenance Manuals on the respective product page.
My product probably has a flaw. How can I make a complaint?
If a product is damaged or does not fulfil its specified requirements, please report it to us here. Your claim will be reviewed within 3 business days of receipt and Customer Services will get back to you as quickly as possible.
What payment methods do you accept?
For online purchases, we accept the following payment methods: Visa; MasterCard; American Express; Google Pay; Giro Pay; Ideal; Bancontact; EPS; Multibanco; MY Bank; wire transfer.
When making an online payment, the invoice address must correspond to the information tied to your payment method.
If the payment is denied, please contact your own bank or financial institution for assistance.
Can I use more than one payment method for the same order?
At this time, we can only accept a single payment method per order.
When will my payment be debited?
The entire amount will be debited at the time your order is placed. If the payment was accepted, you will receive a confirmation email summarizing the order. For payments made by wire transfer, the order is deemed accepted only after the amount due has been credited to the Cassina account. In any case, such credit should occur within and not more than 5 business days from the date of order confirmation by the User.
Is VAT included in the final price?
All prices include VAT.
Can I cancel or modify my order?
If you need to cancel or modify your order, please contact us immediately. We will do everything possible to satisfy your request but, once an order has been submitted, we cannot guarantee that it can be modified. Orders that have already been processed cannot be cancelled or modified. You can return the item in compliance with our Online Return Policy.
Authorization for the amount charged was declined; do I need to place a new order?
If your payment was not successfully completed, please place a new online order or contact our Customer Services team.
When will I receive my online order?
Your order will be processed within 2-3 business days of its receipt; delivery time varies based on the destination. All orders are processed automatically and we are not able to modify shipping and/or delivery times.
Deliveries take place during office hours from Monday to Friday, except holidays.
Note: during peak times and holidays, shipping could take longer than usual.
What shipping options are available and how much do they cost?
All of the products available for purchase on our website are shipped via DHL Express courier.
The cost of shipping Cassina products varies based on size and value of the product/s in the shopping cart.
As part of the purchase/checkout process, shipping cost details will be clearly indicated in the cost summary section.
How can I track my order?
Once your order has shipped, you will receive a confirmation email with a link where you can track it through the courier.
Can I change my shipping address?
If you need to change the shipping or delivery information after placing your order, please contact us as soon as possible.
Shipping information, including delivery address, cannot be modified once the order has been shipped.
I have not received my order. What should I do?
If you have not received your order within the expected delivery timeline, we suggest the following:
- log in to verify the order status in your personal area
- verify the tracking link provided by the courier
- verify that the address was entered correctly
Please don’t hesitate to contact us for any additional information you might need.
How many days do I have to return an item?
Returns can be made within 14 days of delivery, by returning the article via courier to the address on the return label.
What is your Return Policy?
All items must be returned in their original condition, with labels intact and attached. Used, altered or damaged merchandise will not be accepted.
For additional information, please consult our General Terms of Sale.
How can I return an item?
If you would like to return one of our products, please visit the returns page: Merchandise complaint/return form
We will send email confirmation of receipt with a shipping label to apply to your parcel. At this point, you can schedule a home pick-up of the parcel or take it to a parcel collection point.
When will I receive my refund?
Returns shipped to the warehouse via courier will be processed within 14 business days from the time the merchandise is received. Once received and accepted, we reserve the right to verify that the item was returned in its original condition in order to initiate the refund process.
You will receive a confirmation email when the return has been successfully completed. Refunds are credited to the form of payment used to make the purchase