RETURNS AND REFUNDS
Castore is proud of its products and we believe in the quality of our goods. Therefore, we hope that you are fully satisfied with your Castore products.
However, should you wish to return your products please use our returns portal. Click the link below to process your shipping label and this will then instruct you on the next steps to progress with your return.
Make sure you have the correct order number and are using the correct email address that you originally placed your order with when returning your items through our portal.
Please note we do not offer free returns outside of the UK. For International Orders please follow the link below to print your personalised label.
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 a part of the product and must be returned with the goods. This is 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 your duty to take reasonable care of the goods and you will be liable for any damage until the package is received into our warehouse. We are not responsible for any lost or missing packages returned to us by Royal Mail, Hermes, or any other delivery services.
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/lost in transit.
If you have any questions or concerns about your return, please contact customer service at concierge@castore.co.uk along with your name and order number and one of representatives will be more than happy to help.
The festive season is approaching and our extended Christmas return policy is now in effect. If you make a purchase between the 1st November and the 24th December, you will have until the 14th January to return your items for a refund or an exchange. (Please keep your dispatch note as this will be requested with your return) For further information, please see our returns policy.
EXCHANGE POLICY
If you would like to exchange your item, please include your request on the dispatch note in your parcel. All exchanges must comply with the Castore returns policy.
We do not offer exchanges on football shirts in line with our Teamwear policy.
*Please note any free gifts sent with your order must be returned with your order when sending back for a refund/exchange. Failure to do so will result in a deduction from your refund.
FAULTY GOODS
Faulty goods refer to manufacturing issues. Items that are damaged because of normal wear and tear are not considered to be faulty.
To claim under your warranty, please contact concierge@castore.co.uk. We will request a clear image of the fault and how the garment has been washed and dried. This will then result in 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 the return is received into our warehouse, we will begin to process the refund as soon as possible. Please allow for up to 30 days for the 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