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Refund policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
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.
Items showing any signs of wear or use such as a smell, makeup stains, wrinkles, perfume, deodorant marks, 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.
To start a return, you can contact us at info@shopdecastro.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@shopdecastro.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items)
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Import Duties and Taxes
Customers are responsible for any import duties, taxes, or customs fees that may be incurred upon delivery of their order. These charges are determined by the customs office of the destination country and are beyond our control. We recommend that customers consult their local customs authority for more information on these potential charges.
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.