The Full Story
Thank you for shopping at TheCastel.com. We appreciate your business and want to ensure your satisfaction with every purchase. If, for any reason, you are not completely satisfied with your purchase, we're here to help.
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Returns
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You have 14 calendar days to return an item from the date you received it. To be eligible for a return, your item must be unused, unworn, and in the same condition that you received it. Your item must be in the original packaging, including any tags and labels.
To initiate a return, please contact our customer service team below to request a return authorisation.
Please provide your order number and details about the product you would like to return. We will respond promptly with instructions on how to return the item.
Please note that certain items, such as underwear or swimwear, may not be eligible for return due to hygiene reasons. Additionally, personalised or custom-made items may not be eligible for return unless they are defective or damaged upon receipt.
Refunds
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Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you of the status of your refund after inspecting the item.
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If your return is approved, we will initiate a refund to your original method of payment. You will receive the credit within a certain amount of days, depending on your card issuer's policies.
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Exchanges
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If you would like to exchange an item for a different size or colour, please contact our customer service team below to request an exchange authorisation. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item and notify you of the exchange process.
Shipping
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In some cases, you will be responsible for paying for your shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
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Contact Us
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If you have any questions on how to return your item to us, contact us below.
Let’s Work Together
Get in touch so we can start working together.