Customer Service | FAQs

01. How Do I Make a Purchase?
Shopping the Casadei Online Store is easy: if you know what you are looking for, use the specific category links, such as 'Shoes', 'Accessories' shop by ‘Trends’ section on the site, or through our 'Icons'. Once you have found an item, select your size and colour and use the 'ADD TO BAG' button underneath. Review the items in your shopping bag by selecting the 'Shopping Bag' link at the top of the page. From the Shopping Bag you can directly edit product details (colour, sizes and quantities), remove them in case you’ve changed your mind or add products to your Wish List. Click on 'Checkout' to complete your order.

02. Do I need to set up an account to place an order?
Setting up an account is not mandatory, but if you register, you will be able to enjoy the following benefits through your 'My Account':

• Track your orders and review past purchases,
• Request your Return Authorization Number directly from your account,
• Gain access to your ‘Wish List’,
• Be notified when new products are available
• Save your address and card details for faster shopping,
• Manage your account details and newsletter subscriptions.

03. What should I do if I forgot my password?
If you have forgotten your password, visit the 'My Account' section, click on 'Forgot Your Password?' and simply follow the 'Password Reset' instructions. You will receive an email with a new temporary password.

04. Which size should I choose?
In the Casadei Online Store, sizes may be based on the Italian or International sizing system. To convert this to your usual size, simply click on 'Sizing Info' on every product page. Where an item runs small or large to size, this will also be identified in the item description.

05. How do I know if an item is in stock?
All items are in stock unless "Sold Out" is displayed. Please be aware that even if an item is in your shopping bag, it can still be bought by another customer until you have completed your order. If the product you want to buy is out of stock, add it to your Wish List so you may save and view it at any time. You will be notified once it is back in stock.

06. Is it safe to use my credit card at the Casadei Online Store?
Your personal online security is important to us. We use the latest SSL encryption technology to store and safely transmit your personal and credit card information through our systems. For further details, please see the section.

07. Why do I need to re-enter my credit card details when requesting delivery to a new address?
For your security, whenever you request delivery to a new address we will ask you to provide new credit or debit card details (even if you have previously stored them with us). This means that if someone guesses your password and tries to make an order using your account, they will be unable to do so. We hope you understand that this is a valuable precaution designed to protect your personal information.

08. How can I remove my saved credit card details?
There are two ways to remove previously saved credit card details: either edit or add a new shipping or billing address or during your next purchase, simply unselect the option "remember my payment details" on the payment page.

09. Does the Casadei Online Store ship to post office boxes or freight forwarding addresses?
Please note that we are unable to deliver to Post Office Boxes, use General Delivery or deliver to freight forwarding addresses.

10. Why are shipping restrictions applied to some items?
Due to international trading agreements and regulations, we are obliged to adhere to particular shipping restrictions. As a result, we are unable to dispatch items made of exotic skins outside of the EU. In addition, some products manufactured in China and fine jewellery of certain compositions, are not allowed to be shipped to some countries. If you add a product to your shopping bag that we are not permitted to ship to your country, the site will automatically identify it and prompt you to remove it. To proceed with purchasing this item, you would need to ship it to a different destination address. In the case of exotic skins, this would need to be within the EU. For more information, please read our Shipping Information section.

11. How do I change currency?
If you are shipping to the UK or the US and Canada, your order will be charged in British Pounds or US Dollars. For all other destinations, you will be billed in Euros. If you are a customer whose credit card is not denominated in Sterling or Euros, the final price will be calculated in accordance with the applicable exchange rate on the day your credit card company processes the transaction. To change currency, simply change the country by selecting the country icon on the bottom centre of the footer of the site and select from the list of shipping destinations.

12. Does the Casadei Online Store ship to multiple addresses?
You may only ship to one address per order. If your order contains gifts or items that require shipping to multiple locations, you will need to place separate orders for each address.

13. How soon can I get my order and how much delivery will cost?
We offer different shipping options to meet your needs. For further details, please visit our Shipping Information section.

14. Is my package insured?
All items are insured against theft and accidental damage whilst in transit from our warehouse to the shipping address. Once your items have been delivered to the specified delivery address and signed for, they are no longer covered by insurance. If your box is damaged upon arrival, we recommend that you either refuse the delivery or make a note when signing for it that you are accepting a damaged box.

15. Do I need to sign for my order?
Due to the high value of the goods that we sell, we require proof of delivery for all orders. This means we are unable to authorise packages to be delivered without a signature.

16. Can I change my shipping address after my order has been dispatched?
We are unable to redirect orders to a different address after dispatch. Therefore, please ensure you provide a suitable shipping address for the specified delivery times.

17. Can I add items to an existing order?
It is not possible to combine orders or add items to an existing order. If you would like all your items to be delivered together, you will need to cancel your order(s) and place a new order which contains all the items you require.

18. How will I know you received my order and when will payment be deducted?
After you place your order, you will be sent an email confirming that it has been received. Your card will only be debited at the time of dispatch. In the rare instance that any of the items you have ordered are not available, you will receive an email from our Customer Service team and will only charge your credit card for the value of the items in stock.

19. Can I track my order?
Once your order has been shipped, you will receive an email confirmation of your shipping details and a tracking number. If you have registered, you will be able to view and track the status of your shipment by signing in and selecting 'My Account' followed by 'Orders'.

20. Where is my order?
We aim to dispatch all orders within 24 hours. Estimated delivery times are to only be used as a reference, commences from the date of dispatch and we are not responsible for any delays caused by destination customs clearance processes. Once your order has been shipped, you will receive an email confirmation of your shipping details and a tracking number. If you have registered, you will be able to view and track the status of your shipment by signing in and selecting 'My Account' followed by 'Orders'. If you are not registered, sign up now so you can track future orders.

21. How do I return an item?
To discover our returns and refunds policy and to learn how to return an item, please kindly visit our Returns section in the Customer Service area.

22. How can I request my RAN (Return Authorization Number)?
If you are registered, sign into your account and in the 'Orders' section, identify the order containing the item (s) you would like to return and click on the 'Return Product' button.If you have placed an order but have not yet registered, click here to request your RAN.

23. Is my personal information kept private?
Please be assured that your personal information is kept private and confidential and at no point will we rent or sell this. To register, we will need to know your name, mailing address and email address. When processing your order online we require your billing address, shipping address, telephone number, credit card number and expiration date. If necessary, these details may be shared with a credit reference agency to verify your order. Please note that in case you subscribed to our newsletter we may use your contact details to inform you of the latest arrivals as well as special promotions. If you would prefer not to receive these updates, you can unsubscribe at any time in 'My Account' selecting 'Newsletter Management'. For further details, please visit our Privacy Policy section.

24. What are cookies and should I be worried about them?
A cookie is a piece of information that is stored on your computer's hard drive by your web browser which tracks your movements within websites. We use cookies to keep track of how often you visit our website, the contents of your shopping bag, previous purchases and to deliver content specific to your interests. They are designed to assist your shopping and therefore are nothing to worry about. Most browsers are automatically set up to accept cookies, but usually, you can alter the settings of your browser to prevent automatic acceptance. If you choose not to receive cookies, you may still use most of the features of our website, including the ability to purchase items. Registered customers who have cookies enabled will be automatically recognised when they visit the Casadei Online Store. Your name will appear in a welcome message at the top right-hand corner of the website.

25. What is a Wish List?
In your 'Wish List' you can save your favourite products, keep track of them and eventually purchase them whenever you please.

26. How do I create a Wish List?
To create a ‘Wish List’ you will need to be registered and signed in. When browsing, use 'Add to Wish List' on the product page and items will automatically move into your Wish List, which can be found at the top right of the navigation bar ('heart' symbol). Click on the product image to go to the product page and see more specific details about the item. You can also add to ‘Shopping Bag’, or remove the item.

27. Can I share my Wish List?
Send your ‘Wish List’ to others and include a personalised message.