Refund policy

Every CASSIENE set is made to order after you pay, so returns work a little differently from a shop with stock on the shelf.

Cancelling before we cut

You can cancel any order for a full refund until your batch's order date closes. That date is on the product page and in your order email. After it we start cutting your pieces, and the rules below apply.

Wrong size

If a piece doesn't fit, you can exchange it for another size within 30 days of delivery, as long as it's unworn and unwashed, still has its labels and has no name stitched on it. Email us first at hello@cassiene.com with your order number, and we'll send you the return address. We make the new size in the next batch and post it to you for free. You pay the postage to send the first piece back.

If there's no later batch to make it in, send back the whole outfit and we'll refund it: half the pair price, or the price you paid for a single outfit.

Faulty or wrong pieces

If a piece arrives faulty or damaged, or it isn't what you ordered, email us a photo within 30 days of delivery. We'll replace it, with postage paid both ways, or refund it if you'd rather.

Names and initials

A piece with a name, initials or a date stitched on is made for one person, so we can't take it back unless it's faulty.

If we're late

If we can't get your order to you by the date we gave, we'll email you before that date passes with a new date and a free way to cancel. If the delay is longer than 30 days, we'll only go ahead if you tell us to.

How refunds are paid

Refunds go back through PayPal, to the account or card you paid with, within 7 working days of us agreeing to them. Shipping was free, so there's no shipping charge to refund.