Frequently Asked Questions (FAQs)
Frequently Asked Questions (FAQs)
šĀ Orders & Products
Q: How do I contact The Castel?
A: You can email us at Thecastelshop@gmail.com, and our customer service team will be happy to help 24/7
Q: How do I place an order?
A: Simply browse our collections, select your size, add the item to your cart, and follow the secure checkout process.
Q: How do I know which size to choose?
A: Please refer to our detailed [Size Guide] for accurate measurements. If youāre between sizes, we recommend sizing up for comfort.
Q: Are your items true to size?
A: Yes, our clothing is generally true to size unless stated otherwise in the product description.
Q: Can I change or cancel my order after itās placed?
A: We aim to dispatch orders quickly, so please email us at [Insert Email] as soon as possible. Weāll do our best to help, but changes aren't guaranteed once processing has begun.
Q: Where do you ship from?
We ship from Hong Kong.
š Shipping & Delivery
Q: Where do you ship to?
A: We ship throughout the UK and internationally. Shipping costs and times are shown at checkout.
Q: When will my order be processed?
A: All orders are handled and shipped out from our warehouse. Please allow extra time for your order to be processed during holidays and sale seasons. We process orders between Monday and Friday. Orders will be processed within 1-3 business days from the order date and shipped the next day after the processing day. Please note that we don't ship on weekends.
Q: How long will delivery take?
A: UK orders usually arrive within 9 - 14 business days. International delivery may take 5ā15 business days.
Q: Will I receive a tracking number?
A: Yes, all orders come with tracking, which youāll receive via email once your order is dispatched.
Q: What if I don't receive my order?
A. If you don't receive your order within 30 days after shipping, you are eligible for a full refund.
Q: Will I be charged customs and taxes?
A. The prices displayed on our site are tax-free in British pounds, which means you may be liable to pay for duties and taxes once you receive your order. Import taxes, duties and related customs fees may be charged once your order arrives at its final destination, which are determined by your local customs office (if outside the UK). Payment of these charges and taxes is your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.
š Returns & Refunds
Q: What is your returns policy?
A: You have 14 days from the date of delivery to return eligible items. Items must be unworn, unwashed, and in original condition.
Q: What items are non-returnable?
A: For hygiene reasons, we cannot accept returns on:
Q: How do I return an item?
A: Please email us at thecastelshop@gmail.com with your order number to start the return process. Return shipping costs are the responsibility of the customer.
Q: When will I receive my refund?
A: Once your return is approved and received, refunds are processed within 5ā10 business days to your original payment method.
š Other Questions
Q: Do you include a free gift with every order?
A: Yes! Every order comes with a complimentary surprise giftāour little way of saying thank you.
Q: Do you offer gift cards?
A: Yes, digital gift cards are available in various denominations. A perfect gift when youāre not sure what to pick!
Q: How can I contact you?
A: Reach us anytime at [Insert Email] or via our thecastelshop@gmail.com
