Refund and Returns Policy

Overview

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we unfortunately cannot offer you a refund or exchange.

As all products are made to order through our fulfilment partner, Gelato, we do not accept returns or exchanges for change of mind, including:

  • Incorrect size selection
  • Ordering the wrong item
  • Personal preference

Please review all product descriptions and sizing guides carefully before purchasing.

Eligibility for Refunds & Replacements

We only offer refunds or replacements if your item is:

  • Damaged
  • Defective
  • Misprinted
  • Incorrect (wrong item received)

To be eligible, you must:

  • Contact us within 14 days of delivery
  • Provide proof of purchase
  • Provide clear photographic evidence of the issue

Items must not be returned without prior approval.

Non-Returnable Items

Due to the nature of print-on-demand products, the following are non-returnable:

  • Custom or made-to-order items
  • Gift cards
  • Downloadable products

We do not accept returns for any item that is not faulty or incorrect.

Refunds

Once your issue is reviewed, we will notify you by email of the approval or rejection of your refund.

If approved:

  • A replacement will be offered where possible, or
  • A refund will be processed to your original payment method

Please allow 5–10 business days for the refund to appear in your account.

Late or Missing Refunds

If you haven’t received your refund yet:

  1. Check your bank account again
  2. Contact your credit card provider
  3. Contact your bank (processing times can vary)

If you’ve done all of this and still have not received your refund, please contact us at Shop@castandcurious.co.uk.

Sale Items

Refunds are only available for items that are defective or incorrect.
This applies to both regular-priced and sale items.

Exchanges

We only replace items if they are defective, damaged, or incorrect.

If you need a replacement, please email us at shop@castandcurious.co.uk with:

  • Your order number
  • Photos of the issue

Do not send items back without contacting us first.

Gifts

If the item was marked as a gift and shipped directly to you:

  • A refund or replacement will be processed based on the original order

If the item was not marked as a gift:

  • The refund will be issued to the original purchaser

Shipping Returns

Do not send your purchase back to the manufacturer or fulfilment partner.

As we use a print-on-demand service via Gelato:

  • Returns are only accepted in rare cases and must be approved first
  • Unauthorised returns will not be accepted

If a return is required, we will provide instructions.

Lost Orders

If your order has not arrived within the expected delivery timeframe:

  • Please allow for potential courier delays
  • If your order has not arrived after 30 days, contact us

We will investigate and provide a replacement or refund where appropriate.

Need Help?

For any questions related to refunds and returns, contact us at:
shop@castandcurious.co.uk

Please include your order number and any relevant photos so we can resolve your issue as quickly as possible.