Exchanges and Returns
If you wish to exchange or return a product due to any reason, please carefully read the information below before heading to our contact page and lodging an exchange or return.
To be eligible for an exchange or return, it must be lodged within 30 days of your order date. Shipment of the goods back to our address will be at cost to the customer. Our team will inspect the item(s) upon arrival for any damage to the products, where we will either approve or reject the exchange/return request. In the case of denial, the item(s) will be sent back to the customer (free of charge). If approved, we will organise the requested refund or exchange. In the case of exchange, postage back to the customer is free of charge.
We do not take responsibility for lost parcels (whether the package being sent to the buyer, or back to our Headquarters for an exchange/return). However, we will work with you to identify where your parcel may have ended up. To minimise the risk of a parcel being lost, we encourage customers to double-check that they have entered the correct address during checkout. If a parcel is lost, it is the buyers responsibility to lodge an investigation through Castle Parcels on the whereabouts of your parcel. We will provide any information required which we can recover, including tracking number (which you will receive in an order confirmation).