Help & FAQ's
We are an online only business therefore we do not have showrooms.
Products are typically guaranteed by suppliers with a warranty of at least 12 months, otherwise we provide its own guarantee. Please keep receipt of your purchase for warranty claims.
We look forward to hearing feedback about our products. After the delivery of your purchase you will also receive an email asking you to review the item that you just bought. Additionally, please feel free to send us feedback by contact us.
Although we try to have a stock level that will keep up with expected demand, certain item(s) that are highly popular can exceptionally run out of stock. If you would like to be notified once an item is back in stock, please go to the corresponding product page and sign up with your email address. Please note that we are not able to indicate an estimated date for the product to be back in stock. With some items you will also be given the option to “preorder”. This means you pay for the item and you are first inline for when the next shipment arrives.
As an online only retailer, we do not have a showroom to display our products. For safety reasons, we only allow customers in our warehouse to pick up their products.
Price matching against our competitors is decided on a case by case basis. Simply send us a screenshot of the competitor’s advertised price for the identical product. Once we receive this screenshot we can let you know whether a price match can be authorised.
Please be aware of the following guidelines:
- The product must be at full price on the competitor’s website
- We do not match promotional offers or items on sale or clearance
- The product must be in stock and available for purchase on the competitor website
- We do not match discount deal online retailers
- We do not match shipping costs
- We do not match advertising errors
- We do not match prices from overseas competitor’s websites
Prices on our website are subject to change at any time. We do not offer a price match on items that have gone on sale after your purchase has been made. If your order was made on the same day of a price change, we will offer a store credit for the difference in price.
Unfortunately we cannot honour a sale or promotional price if an offer has finished. If you wish to keep up to date with our current sales and promotions, please sign up to our newsletter.
Yes, all prices include GST.
Once a pre-order has been placed and paid in full you will receive an email with your order details. We will contact you once the order is ready to be shipped. Please note sometimes Pre-orders shipments ETA may attract delay due to custom and other reasons.
If during that time you are unsure of dates, times or require further information you can always send an email to firstname.lastname@example.org
Please note that Made To Order items are not eligible for our change mind return.
Cancellations after production starts may incur charges.
Shipping charges are based on the weight, size and destination of your parcel. Postage calculator can be found showing on each product detail page. The initial delivery estimates calculated at the time of checkout is based on the address listed by the customer. Should changes be made to the delivery address after the quotation of order, this can incur a further charge. Delivery is to the front door on the ground floor only as per our couriers policies. Should a request be made for delivery past this point or the delivery address has steps to the front door on a ground floor, the arrangement for further application needs to be confirmed by a Cassa Vida representative and an additional charge will occur subject to the courier’s conditions and availability.
Pick ups may be available on selected items. We will clearly state ‘Warehouse pick-up available’ on the product detail page should this item be approved for a warehouse collection. Please note that this listed location is not a showroom. Any item not stating ‘warehouse pick-up available’ is typically for delivery only. Pick up is available Monday to Friday, 10am to 4pm (excluding public holidays) unless otherwise stated otherwise. Pick ups can only be made once an email has been sent out to the customer confirming the availability of the collection.
Please bring up to date ‘proof of identity’, e.g drivers license or passport as well as a copy of your invoice from the website upon collection of your order.
*Pickup orders will be kept for 14 days from the date of notification that your order is ready for collection. After 14 days your order will be charged a storage fee of $9.95 per week (capped at $300). After this point, orders will be cancelled and we will be in contact to arrange your refund minus the storage fee accumulated. The storage fee is non-refundable. Please allow 3-5 business days for any refunded amounts to show on your account.
**For items that are not listed for ‘warehouse pick-up available’, please check with our customer service staff for availability.
Free Shipping is free-of-charge shipping and handling for an individual product within Australia (see Shipment Coverage for any shipment restrictions). If that product is returned by the customer under our change-of-mind terms, the return shipment charge will be paid by the customer at a rate based on the weight, size and destination of the parcel. The customer will be advised about this shipping charge when they inform us of their intent to return the purchased item.
Fixed Shipping is a set/flat dollar amount for shipping and handling charges for an individual product within Australia (see Shipment Coverage for any shipment restrictions). If that product is returned by the customer under our change-of-mind terms, the return shipment charge will be calculated at the same Fixed Shipping charge. The customer will be advised about this shipping charge when they inform us of their intent to return the purchased item.
Shipping Cap is a set cost for shipment within Australia (see Shipment Coverage for any shipment restrictions) regardless of quantity and can apply to either:
01.An individual same item.
For example one (1) small Portus bedside lamp-PA1123 in black with a $10 shipping cap will cost a total of $10 in shipping charges. Five (5) small Portus bedside lamps-PA1123 in black with a $10 shipping cap will also cost a total of $10 in shipping charges.
02.A series of similar items.
For example one (1) Portus small bedside lamp-PA1123 in black and two (2) Portus large bedside lamps-PA1123 in silver, each part of a series with a $10 shipping cap, will cost a total of $10 in shipping charges. If that product or group of products is returned by the customer under our change-of-mind terms, the combined return shipment charge will be paid by the customer at a rate based on the weight, size and destination of the parcel or parcels. The customer will be advised about this shipping charge when they inform us of their intent to return the purchased item.
Since some items are shipped directly from the manufacturer and others are shipped to our warehouse first for repackaging, your purchases may arrive in more than one package. Please view your order details to verify which item(s) may be shipping separately by visiting the Orders section in My Account. Once on the Orders tab in My Account, click on the order number and you will see the estimated arrival date for each item in your order. Items with different estimated arrival dates will most likely be shipped in separate packages. If you do not know your order number, you can locate it by looking at your order confirmation email.
Unfortunately, we are unable to offer combined shipping for our customers. However, we are working on it and are hoping to offer this option soon.
At the time of purchase you as the customer are giving permission for Cassa Vida to share your shipping details with our delivery partners / selected couriers. The customer is accountable for the shipping address provided at the time of order and charges will apply back to the customer should the supplied address or details be incorrect. Customer details that are requested for delivery include a full name, shipping address and a contact number. Cassa Vida reserves the right to cancel your order and refund you the order amount minus the delivery and handling fees should our delivery partner not be able to make delivery due to your error or fault.
Cassa Vida accepts the following methods of payment: Mastercard, Visa, American Express, Afterpay, Lay-Buy, ZIP and Direct Deposit. To pay with direct deposit contact our team to ask how.
Paying online with Credit Cards
Cassa Vida accepts online payments using VISA, MasterCard and American Express. Cassa Vida credit card purchases will be displayed as Cassa Vida Home Pty Ltd T/A cassavida.com.au Online on your credit card statement. Order payments made by credit cards are processed by the NAB bank eCommerce merchant facility as well as eWay payment gateway, which is encrypted using the latest industry standard SSL (Secure Socket Layer) 256 Bit encryption technology before being sent over the internet. We do not store any of our customer’s credit card information. Your credit card will be charged when you place the order to better ensure that the goods are picked and shipped with the minimum of delay. Important: Internet security is a crucial issue for us and obviously it’s an important issue for you too. As such, large transactions may involve additional screening and we will require confirmation on a couple of key details before we proceed. In this event, we will get in contact with you. In some cases this may delay your order by a day or two, but it is in the interests of all credit card holders that we go the extra mile.
Every product-detail page clearly identifies if an item is:
- Eligible for return
- Not Eligible for return (final sale) Items eligible for return must be:
Sent to us within 14 days of the date that they were delivered to you
Sent to us in the same condition that they were delivered to you
Non Refundable products
• Products described as “made to order”
• All forms of clearance stock (e.g. warehouse, display centre, floor stock etc.)
• Clearance items
• Personalised items
• Orders for commercial or non-domestic use
• Wholesale: No partial case pack returns will be accepted. Product must be returned in the original shipping pack with all individual items unopened
• Other select items, as noted on the product description page
• Please note that we will also not refund or replace a product that you have bought and received where, in our reasonable opinion, the product has: become of unacceptable quality due to fair wear and tear; misuse; failure to use in accordance with manufacturer’s instructions; using it in an abnormal way; or failure to take reasonable care.
Please note that for all eligible returns we’ll refund the purchase price, less two delivery fees (to cover the outward and inbound delivery costs). Some of our products are offered with free delivery. Please be aware that if you return one of these free-delivery products our actual delivery costs (both outbound and inbound) will be deducted from your refund. A pick up Fee may also be charged for large and bulky item(s).
We are really sorry if there is something wrong with your order. The good news is that we can help – damaged items can be returned, and missing hardware can often be replaced.
In preparation, or in response, for the event that an item(s) of your order arrives damaged, please follow the instructions below:
- If delivered by a courier and damage is visible or otherwise apparent, please inform the courier at time of delivery by rejecting the delivery.
- Contact Cassa Vida Customer Service within 2 days of delivery. Take clear quality digital photos of the damage and submit it to email@example.com. Stating order details, and a description of the damage. A Cassa Vida representative will respond, and advise next steps. Please be advised that the entire process may take more than two weeks.
We will give you the option to arrange a replacement for part/whole of the item, or provide you with a store credit or a full refund. Any refund is made back to the payment option you chose with your original order within 1 to 3 business days. Please do not attempt to return the items before speaking to one of our specialists.
Emails & Newsletters
Terms and Conditions: Upon successful signup to our newsletter, a $15 coupon code will be emailed to your email address. To redeem the coupon code a minimum spend of $150 or more is required. Offer excludes sale items and cannot be combined with any other coupons.
1) Newsletter footer
2) Contact us If you cannot find any newsletter in your email inbox, you can contact our Customer Care Team at firstname.lastname@example.org and they will unsubscribe you from the newsletter.