RETURN POLICY

We aim to ensure your satisfaction. If you are not completely happy with your purchase, please review the guidelines below.

Eligibility
Items must be returned within 14 days of delivery.
Products must be unused, undamaged, and in original packaging with all tags intact.
Items showing signs of wear, alteration, or damage will not be accepted and may be returned to the sender at their expense.
Customised or made-to-order items are non-refundable.
Items returned without prior authorisation will not be accepted.

Return Process
To initiate a return, please email contact@castellaines.com within 14 days of delivery.
Follow the instructions provided, including securing your item in its original packaging.
Returns must be shipped using a trackable courier service. If a DHL return label is provided, it must be used according to the instructions given.

Return Shipping Costs
Return shipping fees are the responsibility of the customer unless the return is due to a confirmed defect or error on our part.

International Orders & Customs Duties
For orders shipped outside the European Union, customs duties, import taxes, and local handling fees may apply upon arrival in the destination country. These charges are determined by local authorities and are the responsibility of the customer.

CASTELLAINES does not collect or control these charges and is unable to estimate their amount. We recommend contacting your local customs office prior to placing your order for further information.

If a shipment is refused due to unpaid customs duties or taxes, any return shipping fees and associated charges will be deducted from the refund.

Refunds
Once approved, refunds will be issued to your original payment method within 7 business days of receiving and inspecting the returned item.
Shipping costs are non-refundable.

Exchanges
We do not offer direct exchanges. If you wish to select a different item, kindly place a new order and return the original piece in accordance with the policy above.