FREQUENTLY ASKED QUESTIONS
What is the return policy?
We offer a 30-day return window from the date of delivery. To be eligible, items must be returned in their original condition—unused, and with all accompanying packaging and accessories.
For full details on eligibility, exclusions, and the return process, we recommend reviewing our Returns Policy prior to purchase.
When will I get my order?
Orders are dispatched within 5–10 business days of purchase — each piece is sourced and quality-checked by our fulfilment partner before shipping.
Delivery takes a further 7–14 business days for Standard (2–6 for Express), depending on the option selected at checkout. Most orders arrive within 2–4 weeks of purchase. Tracking details are emailed as soon as your order ships.
Orders placed 28 September – 8 October: dispatch may be delayed by up to 7 business days due to our fulfilment centre’s scheduled holiday closure (1–8 October).
Will I receive tracking information?
Yes. Once your order has been dispatched, tracking details will be sent via email, allowing you to follow your delivery through to arrival.
MUST READ - What does 'UA Approved' mean?
UA Approved stands for Unauthorized Authentic — items manufactured in the same factories, using the same ingredients, materials and production standards as the retail versions sold in brand boutiques.
They are the same physical product, produced to the same specification, without the brand's retail premium attached. The only difference is the price.
How does the quality compare to what's sold in boutiques?
The quality is uncompromising — the same attention to detail, premium materials and refined craftsmanship you'd expect from the world's most iconic footwear. From the leather and stitching to the sole and finish, each pair is selected to deliver a luxury experience without the traditional retail markup.
Why are prices so much lower than retail?
Retail luxury prices include an average 10–20× markup over manufacturing cost. That markup covers boutique rent, global marketing budgets, brand licensing fees, and multiple layers of distribution intermediaries.
Cassiela sources directly from the factories — removing every layer of overhead. You pay for what the object actually costs to make, not what it costs to maintain a brand's global retail infrastructure.
Do items come with original packaging and accessories?
Yes. Every Cassiela order arrives in its branded box with a dust bag — protected, presented with care, and ready to wear.
Is my payment secure?
All transactions are processed through SSL-encrypted, PCI-compliant payment gateways. We accept all major credit and debit cards, as well as PayPal and other secure payment methods at checkout.
Your financial details are never stored on our servers. Every transaction is handled by your chosen payment provider under their full security protocols.
Do you ship worldwide?
Orders are dispatched within 5–10 business days of purchase — each piece is sourced and quality-checked by our fulfilment partner before shipping.
Delivery takes a further 7–14 business days for Standard (2–6 for Express), depending on the option selected at checkout. Most orders arrive within 2–4 weeks of purchase. Tracking details are emailed as soon as your order ships.
Orders placed 28 September – 8 October: dispatch may be delayed by up to 7 business days due to our fulfilment centre’s scheduled holiday closure (1–8 October).
