Cassini customer services
We are committed to offering you the highest possible standards of customer care, before, during and after the placing of each order. If you have any other questions that are not covered in the sections below, please contact us on sales@cassinimaps.com or by calling 08452 300 952 (this will connect you to a recording service which is checked regularly).

Using the website
If you experience technical problems with the website (such as pages not loading, inactive buttons, looping pages, unexpected quantity limitations or error messages) please, before contacting us, do the following:

– Empty the cache on your web browser and quit and re-launch it; or
– Try using another web browser
– If you are using a promotional code please ensure that there are no leading or trailing spaces. Ideally type the code in rather than cutting and pasting.

Most problems are solved this way. (We’d suggest that regularly emptying your cache and having more than one web browser available will in any case reduce such problems with any website, not just ours. Not all websites work perfectly at all times with all versions of all web browsers...)

If you are still having difficulties, please email support@cassinimaps.com or call 08452 300 954 (this will connect you to a recording service which is checked regularly) with a brief description of the problem.

If you have any comments or suggestions as to how our website could be improved, please contact us on info@cassinimaps.com



Help and advice
More information on our maps, products and services can be found by visiting our FAQs section.  If you still need help and advice please email sales@cassinimaps.com or call 08452 300 952 (this will connect you to a recording service which is checked regularly).

If you need to contact us about your order
Please read the section ‘How long will my order take to arrive?’ below before contacting us.  If you still need to contact us, email sales@cassinimaps.com or call 08452 300 952 (this will connect you to a recording service which is checked regularly).

Returns and refunds
In the unlikely event that you are not satisfied with your Cassini product you must first contact us by emailing sales@cassinimaps.com or by calling 08452 300 952 (this will connect you to a recording service which is checked regularly). You must supply your name, order number and a brief description of the problem.

Any product which is damaged or not corresponding with the specifics of your order will be replaced by us at no charge. If we require you to return the product we shall refund the postage cost. We cannot accept any responsibility for any orders which are returned to us without our having been previously notified.

Please note that, save as described above, we cannot offer exchanges or refunds in respect of personalised products.

For more information, please see our legal page.



Placing your order online
We want to ensure that your order is correct and delivered promptly. Here are a few tips to bear in mind...

Please check your map before confirming it: the map thumbnail and map centre illustrate exactly what you will receive so if you have any questions please contact use before placing your order. Where applicable, please also double-check your personalised inscription.
Please check you have entered your email address correctly as any errors will prevent email confirmations reaching you and will cause problems when placing future orders.
Please check your order costs: the p&p costs, the effect of any discount coupons and the total sum you will pay will be provided before you confirm it.
Please enter your delivery postcode using capitals and a space. LL51 6SL is a lot easier for the Post Office equipment (and Postman Pat) to read than ll5165l.

Placing your first order online
If you are a new user, please select this option the first page of our checkout.

You will be asked to provide information to enable us to process your order and the payment. Please note that the destination postcode must be entered on the next page. One result of this will be to set up an account for you which will be used when you place future orders: you will also need to visit this to download and products that are supplied as PDFs. Please check you have entered your email address correctly in your account set-up: any mistakes will result in your not receiving email confirmation of your order and, if you’ve ordered PDFs, not being able to download them.

You will also be asked to create a customer code which you’ll need to use, in conjunction with your email address, to access your account and to place future orders.  We recommend that you choose a customer code (4 characters minimum) that is easy to remember and also which is not the same as or similar to any that you use for high-security purposes, such as on-line banking. Note: This customer code is used to access your order history and downloads. No payment-card details are ever saved to the Cassini database, nor can they be accessed using this customer code.

Placing subsequent orders online
If you are an existing customer,  please select this option the first page of our checkout.

You’ll need to enter your email address and customer code (see above). If you have forgotten your customer code, click on the button under ‘Proceed’. This will access your account details. You can change any of the customer or delivery details, but please note that your destination postcode must be amended (if necessary) on the next page. You will on each occasion need to re-enter all your card payment details as these are not captured or stored on our site.

Ordering by phone or post
We are happy to accept orders by phone or post for pre-printed maps. Due to the higher transaction costs, we shall not, however, be able to offer any discount that may be available to on-line purchasers, save where this is expressly stated in any promotion. If you want to download an order form (Acrobat Reader required) please click here.

Please note that we are unable to process orders for personalised products by phone or email.

Using your payment card
Once you have placed your order you will be redirected to the site of our merchant service, Worldpay, which handles all payment transactions on our behalf. When you enter your payment-card details you will be doing so on their site, not ours. We do not at any time capture or store your payment-card details on our site.

During the payment procedure, you may be asked to submit to additional security checks possibly in the form of pop-up boxes headed ‘Verified by Visa’ or similar. As you are not at that point on Cassini’s site, Cassini cannot influence whether these appear or not. If you have any concerns about such messages, please contact your bank or card issuer.

Cassini also has no influence over whether your card payment is accepted or declined.

Confirming your order
Once your payment is accepted, you will receive an on-screen notification. Shortly afterwards you will also be sent two emails, one from us confirming the order and one from Worldpay confirming the payment. Please check that both are correct. The email from Cassini will confirm the address to which the order will be despatched. Both emails will confirm other details including the amount paid, your address and the Cassini order number which should be quoted in any correspondence with us.

Please note that the emails will not confirm the details of any personalisation you might have specified, such as postcode or inscription.

These emails can sometimes become entangled in spam filters and the like, either on your computer or at your ISP. The fact that one or both email does not arrive does not necessarily mean that your order will not be despatched. You can check your order status by visiting your account’(see below).

If you have any concerns about the content of either of these emails or their non-arrival, please contact sales@cassinimaps.com or call 08452 300 952 (this will connect you to a recording service which is checked regularly).

The ‘My Account’ page
Once you have placed an order with us an account is set up for you automatically. You can access this by clicking on the My Account button on the left side of the home page and entering your email address and customer code when prompted. We do not store details of your credit or debit cards or other payment details on this or any other part of our site.

If you have ordered PDF downloads you will need to visit this page to access your maps.
You can also view your entire order history and check when your order was processed (see below).
If you wish, you can also change your customer code at any time.

Note: if you have placed an order as a result of a national promotion then other despatch times may apply. Because of the way such orders are processed, the 'Order processed' column may not be updated.
 


Postage & packing rates
These will vary depending on the destination country, the type and number of of products ordered and the method of delivery. It is not possible to provide a summary of all the permutations but the p&p you will be charged (if any) will be confirmed before you place your order.
 

How long will my order take to arrive?
There are several things that influence this, the most important being the kind of product you’ve ordered. There are three stages from when your order is placed until when it reaches you: Order processing; Order creation and despatch; Order delivery

Important note: if you have ordered products as a result of a promotion via a third party then different order processing, creation, despatch and delivery times may apply. These will be specified as appropriate on the third-party site and, if relevant, on the landing page on Cassini’s site you used to start placing your order

Order processing
This involves the details of your order being downloaded by the relevant fulfilment house. If you have ordered a personalised product it also involves the generation and download of the unique map file which is required for your order.

You can check the date when your order was processed by logging onto the My Account section of this website – click http://www.cassinimaps.co.uk/shop/customer_account.asp. The ‘Order processed’ column will show you if and when this has happened. Note that if your order was placed as a result of a promotion then other processing and despatch times may apply. Because of the way these orders are processed, the ‘order processed’ column may not be updated.

The following are processed immediately and are available to be downloaded from this website as soon as your order is confirmed:
PDF downloads,Cassini Map Teaching Set

The following are generally processed within one working day of your order being placed:
Pre-printed sheet maps, Landscape History box sets, Historical Map Gift Sets, Bacon County maps

The following are generally processed within two working days of your order being placed:
All other products

Order creation and despatch
The time required for this varies depending on the product you have ordered. Some are taken off the shelf, others are created just for you (and some take longer to create than others). If you have ordered more than one product, each may arrive separately.

The following are generally despatched within one to two working days of your order being placed:
Pre-printed sheet maps, Landscape History box sets, Historical Map Gift Sets, Bacon County maps

The following are generally despatched within 15 working days of your order being placed:
Placemats

The following require no creation or despatch and are available to be downloaded from this website as soon as your order is confirmed
PDF downloads,Cassini Map Teaching Set

The following are generally despatched within four working days of your order being placed:
All other products

Order delivery
It is not possible to be certain about exactly when an item will be delivered, particularly at busy periods or when other factors such as strikes of bad weather come into play. Please find below a description of the delivery methods we use and the time that should be allowed in each case.
Note that all information in this section relates to delivery to UK postcodes. Deliveries to other destinations (including the Republic of Ireland) take longer.

The following are despatched by 2nd-class post (two-day signed-for courier service between 1 Dec and the last pre-Xmas posting date):
Deluxe Framed Maps

The following are despatched by a next-day signed-for service:
Placemats, canvas prints

The following are not despatched but need to be downloaded from our website:
PDF downloads, Cassini Map Teaching Set

The following are despatched by 2nd-class post (1st-class post between 1 Dec and the last pre-Xmas posting date):
All other products

Guide to delivery times:
First class post: one to two days (Mon to Sat)
Second class post: two to four days (Mon to Sat)
Signed-for service: one to two days (Mon to Fri)
Next-day signed-for service: one day (Mon-Fri)

Please note that if the product you have ordered is by signed-for service someone will need to be at the address in order to accept the delivery. The delivery service should otherwise leave a card or attempt re-delivery the following day but Cassini cannot guarantee that this will happen. Before contacting us about non-delivery in such cases please be sure to check that no such card has been left. If time is of the essence, you may wish to specify a delivery address, such as an office, where someone is sure to be in during working hours.

If you have ordered more than one product these may arrive separately.