Cassabo FAQ's
How does Cassabo use the information collected?
Cassabo uses visitor information for a number of reasons including the purpose for which it was originally volunteered (to purchase a product, to enter a contest, to comment on our products or site etc.), to improve the content, appearance and utility of this site, to track visitors' use of the site for internal market research or for other business purposes. Customer information is also used to notify visitors of new updates to the site.
How does Cassabo protect visitor information?
We use the latest SSL technology to make sure that all visitor information is ‘encrypted’ or scrambled, so it cannot be accessed while it’s being transmitted over the Internet. If you become a member of Cassabo, all information (such as your name, address, and email address) is safely stored behind a firewall. Cassabo implements a variety of security measures to ensure your personal information remains secure. It is Cassabo's policy to treat all personal information as confidential. Internally, customer information is accessed only by a limited number of employees who have special access rights to our CRM systems
Can I return my purchase if it doesn't fulfil my expectations?
Cassabo offers a 30-day money back guarantee on all products which takes effect upon receipt. Without exception, the refund will NOT include the shipping cost. Under no circumstances will a refund be issued after 30 days. In order to qualify for a refund the product should be in as-new condition and any packaging should show no signs of wear. The refund will be credited to the original payment method once the unused case has been received and checked. In the event of retail packaging not being included, a 15% restocking fee will be charged.
Who must I contact in order to arrange for a return?
To arrange a return, please email Cassabo customer support at info@cassabo.com and request a Return Authorization Number. Our customer care operatives will also issue full instructions on how to return the product and a prompt refund or exchange will be initiated on receipt of your unwanted item. You will be responsible for all costs involved in re-shipping the product.
Can I return a purchase made though a reseller?
If you purchased your Cassabo case through an authorised reseller or distributor, you may be eligible for a refund or exchange depending on the reseller’s own return policy. In the first instance you should contact the original reseller or distributor directly. Cassabo cannot process returns for products bought elsewhere, however, should the assistance you receive from the original retailer fail to address the issue, please contact us and we will endeavour to find a satisfactory solution.
The Cassabo warranty will ONLY be applicable if an order number and invoice from an authorised reseller/distributor is presented. For items being sent to our returns department, please ship your item using a service that is insured and traceable. Please include a note with your address and daytime telephone number, along with the instructions sent by our customer services department, and a copy of your sales receipt or packing slip
What is a custom product?
A custom product is an item created using the exclusive Cassabo customisation service. This allows you to build a unique case by selecting style, finish and colour options. Our master craftsmen will then manufacture a case to your exact specifications
Which features can be customised?
Every Cassabo case can be customised to make it truly unique. Using our innovative customisation tool our customers are able to select options such as colour, leather type and lining colour, to create a case that reflects their personality.
My product is delayed – how do I find out why?
Every custom product is made to order. Each item is handmade and there are many processes involved in customisation, including leather selection, case moulding and assembling, finishing, quality and functionality testing. We take attention to detail very seriously and every custom product is thoroughly checked prior to dispatch. Because we take care over the customisation process, it can take time. We will give you an estimated dispatch date when you place your order and if this changes, we will always let you know.
Do prices include shipping fees?
Shipping is charged separately and varies according to destination and number of items ordered.
How do I check the status of my order?
Every design allows features to be added or removed. All of these optional features are listed in the customisation charts; if an option is not available on the chart for your selected style, this means it is not compatible with the chosen design.
When will I be charged for my order?
All custom orders are charged within one business day and before manufacture commences. All custom cases are produced to customers’ exact specifications and payment must be made before the case is made, for your security and for ours.
Which leathers can be personalised? How is this done?
Most of our leathers can be personalised, but there are some exceptions. Some hides, due to their texture or pattern, cannot be embossed as the quality of any engraving would be adversely affected by the finish of the leather.
The personalisation process involves the use of laser engraving, which etches the leather using heat and the result depends on the leather selected. The only font available for personalisation is Avenir-Medium 12. If you choose the embossed logo option, send your logo in a jpg format to info@cassabo.com. At the order stage, please ensure you select the ‘name personalization’ or ‘embossed logo’ check box before inserting the preferred name or providing the logo attachment.
Can I cancel or make changes to my custom order?
If, after reviewing your custom order confirmation email, you want to cancel or change your order you must notify us within 24 hours. Send your request to info@cassabo.com. We cannot accept any changes or cancellations after the 24-hour period as the order will have passed to the workshop for manufacture. Please note that any modification requests made during the 24-hour period will only be approved if they are available with the selected case design.
Can I return or exchange a Custom product?
Custom products cannot be returned or exchanged. Once the product enters the manufacturing process it is considered the property of the customer. Custom products are handmade to order and each case is totally unique, meaning it cannot be resold.