Cassini - FAQs

	What ordering formalities are there?
	They are as simple as they can be bearing in mind what we need to know to supply your order and your own desire for security. Once you have added all the maps you want to your shopping basket, click the ‘Checkout’ button. Follow the appropriate link depending on whether you are a new customer or not. Please be sure to enter your personal details correctly, including your email address, and take a few moments to check them before confirming.
	I am a new customer and I’m being asked to create a password. What’s that for?
	All our customer records require, as do those on most websites, an email address and an identification. This not only avoids your having to re-enter address details for subsequent orders (although you can change the delivery address on each occasion if you wish) but also gives you access the area of our site where your PDF downloads are held. There are no financial-security implications to the password you choose (see below), so we suggest that you pick something that is easy to remember.
	Will the password contain or give access to any details of the payment card I have used?
	Absolutely not. We operate a secure-payment website. This means that as soon as your order has been created and your customer details supplied or confirmed you are transferred to our merchant service, RBSWorldpay, which will process the details of your payment using the highest security precautions. For this reason, for each future order you will need to re-enter your payment-card details.
	I’m an existing customer and I cannot remember my password. What shall I do?
	Click on ‘forgotten password’ and we’ll email it to you. If this doesn’t arrive more or less immediately it may have got caught up in a spam filter either on your computer or at your ISP. If so, please email customerservices@cassinimaps.com and we’ll either send you your old password or change it to a new one you request.
	How will I know when my order has been processed?
	This will be confirmed on the final transaction screen. You should then receive two emails, one from Cassini confirming the order and one from WorldPay (our secure ordering gateway) confirming the payment. If there has been any problem with the transaction, the website should advise you of this.
	I am experiencing problems with the website. What shall I do?
	Our website has won awards for its ease of use and has successfully created tens of thousands of personalised maps – but problems can happen. The most common cause is a conflict between your web browser or operating system and the website. Try emptying the cache on your browser or, if you have another one (Safari, Firefox, IE etc – all are freely downloadable), try using that. If the problem persists, please email support@cassinimaps.com and we’ll get back to you as soon as possible. Our automatic fault-tracker detects most problems very quickly so it may be we’ve solved the issue before you need to contact us.
	Can I use the any aspect of the maps, the text or the cover images for commercial purposes such as printing them in a book?
	No, not without our prior permission. Please contact customerservices@cassinimaps.com telling us what you wish to do with the map/s, text or cover images and we’ll get back to you as soon as possible.
	My order has not arrived. What should I do?
	Please Allow 10 working days for delivery for frames and up to 6 weeks for canvas. If it has not arrived within this period (and sometimes, for reasons beyond our control, this does happen) please email customerservices@cassinimaps specifying the order date, order reference and your delivery address. We shall then investigate and get back to you.
	My order has arrived and is damaged or defective. What should I do?
	Firstly please accept our apologies. Secondly, please email customerservices@cassinimaps specifying the order date, order reference, your delivery address and the nature of the problem. We shall then investigate and get back to you.