CONDITION OF RETURNS FOR USA ORDERS
Please read the following prior to returning your item/s.
If you paid for shipping at the time of your original order, you will not be credited or refunded the cost of shipping when we process your return. A $10 fee will be deducted from your refund when your return is processed.
Item/s must be returned within 14 days of delivery including products with suspected manufacturing faults.
Item/s must be returned in clean condition with tags and must be unworn, unwashed and without perfume residue.
Item/s must be returned in their original Castélla packaging.
For all swimwear, customers must try on items while wearing undergarments.
If returned, the hygiene strip must remain in place and will not be accepted if removed or altered, or if the item otherwise shows signs of wear.
We do not accept returns on undergarments, accessories, or for items marked as final sale.
PROCESS TIME FOR RETURNS
Please allow 5 - 7 business days from when your return is tracked as delivered for us to issue your refund.
EXCHANGes
We are unable to provide exchanges. For different color, style or size please follow the return policy and place a new order since these are limited collections.
MANUFACTURING FAULTS
We are truly sorry to hear about your suspected faulty item. We apologise for any inconvenience. If you believe you have received a faulty item please email our Customer Care team right away with images of suspected fault.
Please do not return your items until the fault has been approved by our quality control department.
FINAL SALE
Item/s marked as “final sale - no returns or exchanges” cannot be returned unless deemed faulty by our quality control department.
CANCELLATION POLICY
We cannot guarantee any order changes once an order is confirmed, our warehouse works extremely fast. Should you change your mind on your order prior to shipment, you will be issued with a store credit.
Lost packages
We are not responsible for lost or stolen packages. Once tracking number of the shipment is provided it is the costumer's responsibility to reach out to the shipping provider and request a refund if items are not delivered when tracking states otherwise.
INTERNATIONAL RETURNS
We currently do not accept international returns or refunds.
You must contact us about any defective item within 14 days of the delivery date to qualify for a resolution of the issue. To help make your order perfect, we may request photos of the item in question.
We reserve the right to refuse to service any damage or defective item reported more than 14 days after delivery date or if deemed not faulty by the Castélla team.
