Refund policy

Returns & Refunds

Thank you for supporting our small, handmade business.
We hope you love your purchase, but if something isn’t quite right, we’re here to help.

We offer a 14-day return policy, which means you have 14 days from the day your item arrives to request a return. This policy is in line with UK Consumer Contracts Regulations.

Please note that we do not offer free returns. Return postage costs are the responsibility of the customer unless the item is faulty or incorrect.

Return Eligibility

To be eligible for a return, items must be in the same condition as when they were received — unused, unworn, with tags attached, and in their original packaging. You’ll also need to provide proof of purchase.

How to Request a Return

To start a return, please email us at castandwood@gmail.com within 14 days of receiving your order.

If your return is approved, we’ll send you the return address along with clear instructions on how to send your item back to us. Returns sent without prior approval unfortunately can’t be accepted.

If you have any questions at all, feel free to reach out — we’re always happy to help.

Damaged or Incorrect Items

As each piece is carefully handmade, we ask that you check your order as soon as it arrives. If your item arrives damaged, faulty, or incorrect, please contact us straight away so we can put things right. Where an item is confirmed to be faulty or incorrect, we’ll offer a replacement or a full refund, including return postage where applicable.

Exceptions & Non-Returnable Items

Because many of our pieces are made especially for you, some items can’t be returned. This includes:

  • Made-to-order items

  • Personalised or custom pieces

  • Sale items

  • Gift cards

These exclusions are permitted under UK consumer law. If you’re unsure whether an item is eligible for return, please don’t hesitate to get in touch before ordering — we’re always happy to advise.

Exchanges

We don’t offer direct exchanges at this time. If you’d like a different item, the easiest option is to return your original purchase (if eligible) and place a new order once your return has been approved.

Refunds

Once your return has been received and inspected, we’ll let you know whether your refund has been approved.

Approved refunds will be processed back to your original payment method within 14 days of receiving the returned item. Where required by UK law, we’ll also refund the original standard delivery cost.

Please note that it may take a little extra time for your bank or card provider to process and display the refund.