Returns & Refunds

We accept returns within 14 days from the delivery date.

Please have in mind many fabrics used in our garments do not come from massive manufacturing processes, instead, come from traditional artisanal manual processes, details in the spinning of the fabric are not considered as errors but as part of its beauty and uniqueness, therefore they are not considered as eligible criteria for returns.

We do not offer free returns. We understand sizing can be hard but data shows that free returns increase sales, however, it also indicates that more orders are being placed before carefully assessing size guides. This increases both outgoing and returned shipments - a consequence that affects our environment. The only proven way to decrease our negative impact on the environment is through mindful shopping. We encourage you to read our sizing chart on each product, measure yourself and contact Customer Service if you need extra help.

All returned items will undergo an inspection process. If an item fails this inspection due to any signs of dirt, makeup, or odor, the return will be rejected, and the item will be shipped back to the customer at their expense.

To be eligible for a return, your item must be unused and in the same condition that you received it.

Items showing any signs of wear or use such as a smell, makeup stains, perfume, deodorant marks, wrinkles or any signs of wear, will not be accepted for return.

It must also be in the original packaging.

The brand reserves the right to refuse returns that do not comply with the return policy, especially in cases where the garment shows signs of being worn or used.

You are responsible for arranging your own postage to return the items to us. We recommend using a Registered Postal Service and keeping a record of the tracking details. De Castro LLC cannot be held liable for any loss of garments being returned.

To return your order, please mail it to:

 

SHOP DE CASTRO RETURN

9675 NW 174th ST Ste 400
Miami Lakes FL 33018
United States
+49 176 21846263

 

Please note, this phone number is for shipping purposes only and not for customer service.

Do not include a signature on delivery.

As soon as you ship your return, please notify us at returns@shopdecastro.com. This allows us to prepare for its arrival and ensure a smooth return process. Please include the original order number, all tracking details, and the reason for returning the dress. This information will help us track the return, promptly identify it upon arrival, and avoid any unnecessary delays in processing.

 

REFUND POLICY

To be eligible for a return, your item should be in the same condition:

1. The product should be unused, unwashed, unaltered, undamaged, and in its original condition.
2. It must maintain all original tags intact and still attached.
3. It must be returned in the original package, boxes, bags, and all other included materials.
4. Items showing any signs of wear or use such as a smell, makeup stains, or wrinkles, will not be accepted for return.

The brand reserves the right to refuse returns that do not comply with the return policy, especially in cases where the garment shows signs of being worn or used.

Costs

Shipping, taxes, and duties are non-refundable costs.

Faulty or Damaged Items

Whilst we hope this never happens, please inspect your order upon reception and contact us immediately if you believe the item is defective. Please accept our apologies. Email us at info@shopdecastro.com with your name, order number, and a photo of the damaged item. Our customer support team will work with you to evaluate and resolve the issue.

Exceptions / Non-returnable Items

Certain types of items cannot be returned, such as custom products (e.g., special orders or personalized items). Unfortunately, we cannot accept returns on sale items or gift cards.

Undelivered Packages

If a parcel is not successfully delivered and is returned to our warehouse, the customer will be responsible for the cost of return shipping and any import duties or taxes imposed on the return. These costs will be deducted from the total amount to be refunded. We will process the refund, minus these deductions, upon receipt and inspection of the returned parcel.

Exchanges

The fastest way to ensure you get what you want is to return the item you have. Once the return is accepted, make a separate purchase for the new item.

Returning Process

1. Items must be returned and received at our warehouse within fourteen (14) days from the date you received them.
2. The customer must notify our team by email at returns@shopdecastro.com when the return is sent, including the original order number, all tracking details, and the reason for the return.
3. Your return will be processed in three (3) to seven (7) business days, after which you will receive an email confirmation of return acceptance.

Refunds

After receiving the email confirmation, the refund may take up to ten (10) business days depending on your banking partner. Please remember it can take some time for your bank or credit card company to process and post the refund.

Lost Packages

If a package is lost during the return process, we require proof that the package was sent. Please provide the tracking number or share the shipping label to verify the address and shipment. Without this proof, we cannot process a refund. De Castro LLC cannot be held liable for any loss of garments being returned without proof of shipment.