RETURNS AND REFUNDS

RETURNS AND CANCELLATIONS

We’ve extended our usual limit for returns just for the festive period. Any gift bought between 16th November and 24 December 2020 can be returned up until 9th January 2021, if it’s unwanted or unsuitable.  Items must be unworn and in the original condition complete with tags.

Should you wish to cancel or return your order, please find returns link in the ‘My Orders’ page, or alternatively on your order confirmation email. This will direct you to our returns portal to process your shipping label.

Castore is proud of its products. We believe in the quality of our goods and will not be happy until you are.

For online purchases: If you are not completely happy with your purchase please return it to us in its original and unworn condition, within 28 days of receipt and we will either send out replacement goods or refund you the original purchase price. Refunds exclude any delivery & shipping costs.

Items should be returned within 28 days from your delivery date. The garments must be unused and with all relevant tags still attached. Our Castore packaging is considered to be a part of the product and must be returned with the goods. This is also to ensure that the product(s) arrive back to us in a suitable and undamaged state. Returns that are damaged or soiled may not be accepted and may be sent back to the customer and/or a refund refused.

It is the customers responsibility to return all unwanted goods. All Castore UK orders are processed using Royal Mail tracked returns portal. Please follow the link; click here to print out your personalised shipping label. Please make a note of your tracking number from the label before dispatching your item. You may need to provide this is if your parcel is delayed in transit. It is your duty to take reasonable care of the goods and will be liable for any damage until package is received into our warehouse. We are not responsible for any loss or missing packages returned to us by Royal Mail or any other delivery services.

Please note we do not offer free returns outside of the UK. For International Orders please follow the link; click here to print your personalised label. Please make a note of your tracking number from the label before dispatching your item.  You may need to provide this if your parcel is delayed in transit.

If you have any questions or concerns about your return please contact our concierge@castore.co.uk along with your name and order number and one of representatives will be more than happy to help.

 
EXCHANGE POLICY
If you would like to exchange your item, please click here to download your Exchange form and be sure to include in your parcel return. Please note all exchanges must comply with the Castore returns policy.

*Please note any free gifts sent with your order must returned with your order when sending back for a refund/ exchange.

 
FAULTY GOODS
Faulty goods means manufacturing issues. Items that are damaged as a result of normal wear and tear are not considered to be faulty.

In order to claim under your warranty, we may request a clear image of the fault along with the return of the garment.

Refunds will be credited to the purchaser’s original method of payment. Original shipping charges will not be refunded. The amount will be refunded in the currency used to make the original purchase. Due to fluctuations in currency rates the amount refunded may be slightly higher or lower than the price originally paid.

Once return is received into our warehouse, we will begin to process the refund as soon as possible. Please allow up to 30 days for refund amount to appear in your account.

 
DISCOUNT CODES & GIFTCARDS
Please note at the time of purchase only one code is permitted.

Discounts cannot be used in conjunction with any other special offers or promotions.

If you have any questions on this please forward them to concierge@castore.co.uk and one of our representatives will be happy to help.