Refund policy

We want you to feel confident every time you order from Castara London. Should something not work out, returning it is straightforward — here is everything you need to know.

The Essentials at a Glance

30 days to return: You can request a return up to 30 days after your order has been delivered.
Coverage: This policy applies to all orders delivered within the United Kingdom.
No restocking fees: We never deduct restocking charges from your refund.

When Is an Item Eligible?

We can accept your return as long as the item is:

unworn and unused,
in the same condition you received it, and
sent back complete — with original packaging, all tags and any accessories.

For hygiene and safety reasons, a small number of products cannot be returned. Where this applies, it is clearly stated on the product page before you buy.

Starting Your Return — Step by Step

Step 1 — Get in touch: Email us at info@castaralondon.com and include your order number along with the reason for your return.

Step 2 — Pack it up: Place the item securely in its original packaging, with all tags and accessories included.

Step 3 — Post it: Our support team will send you the return address and instructions. Simply hand the parcel to the designated carrier.

Who Pays for Return Shipping?

Our fault — our cost. If your item arrives damaged, defective or you received the wrong product, the return is completely free of charge. We cover every associated cost.

Changed your mind? If you are returning because of a change of mind, an accidental wrong order, or a size or fit issue, the cost of return postage is borne by you.

Please note: The original delivery fees are not refundable.

Your Statutory Rights

Nothing in this policy limits your rights under UK law. In addition to our 30-day returns, you have a legal right to cancel your order within 14 days of delivery under the Consumer Contracts Regulations 2013, and the Consumer Rights Act 2015 protects you if goods are faulty, damaged or not as described. Your statutory rights are not affected.

Your Refund

As soon as your parcel reaches us, we check the item against the conditions above. Once approved, your refund is issued within 7 business days of inspection.

Depending on your bank or payment provider, it can take a further 5–7 business days until the amount shows on your original payment method.