Refund & Returns Policy

Castore is proud of its products and we believe in the quality of our goods. Therefore, we hope that you are fully satisfied with your Castore products.

However, should you wish to return any item please select one of the following options:

For returns from Hong Kong:

Please send your return to:

(ATTN: Karen Nam/ Casper Lum)
9F Kerry warehouse (Shatin), 36-42 Shan Mei Street, Fotan, Hong Kong

Please include your order number and email address used to purchase the order.

For International returns (excluding UK and Hong Kong):

Please contact our customer service team here.

For returns from the UK:

Please follow this link to our Returns Portal and follow the instructions. Do not worry about the requested number of digits in the order number, just provide the order number as stated in your confirmation. Please notify us of your return tracking number as soon as you have returned your parcel and contact us here to enable us to promptly process your refund.

Items should be returned within 28 days from your delivery date and we will refund you the original purchase price. The garments must be unused and with all relevant tags still attached. Our packaging is a part of the product and must be returned with the goods. This is also to ensure that the product(s) arrive back to us in a suitable and undamaged state. Returns that are damaged or soiled may not be accepted and may be sent back to the customer and/or a refund refused. Refunds exclude any delivery & shipping costs.

Please note we are currently not offering exchanges and you will need to return and re-order. We do apologise for any inconvenience this may cause.

Please make a note of your tracking number from the label before dispatching your item. You may need to provide this if your parcel is delayed or lost in transit. It is your duty to take reasonable care of the goods and you will be liable for any damage until the package is received into our warehouse. We are not responsible for any lost or missing packages returned to us by carrier or any other delivery services.

Refunds will be credited to the purchaser’s original method of payment. Original shipping charges will not be refunded. The amount will be refunded in the currency used to make the original purchase. Due to fluctuations in currency rates the amount refunded may be slightly higher or lower than the price originally paid.

Once your return is received by us, we will begin to process your refund within 7 business days.

Please then allow up to a further 7 business days for the refund amount to appear in your account.

If you have any questions about returns, please contact our customer service here along with your name and order number and one of our representatives will be more than happy to help.

FAULTY GOODS

Faulty goods refer to manufacturing issues. Items that are damaged because of normal wear and tear are not considered to be faulty.

To claim under your warranty, please contact us here. We will request a clear image of the fault and how the garment has been washed and dried. This will then result in the return of the garment.

Once your return is received by us, we will begin to process your refund within 7 business days.

Please then allow up to a further 7 business days for the refund amount to appear in your account.

DISCOUNT CODES & GIFT CARDS

Please note at the time of purchase only one code is permitted.

Discounts cannot be used in conjunction with any other special offers or promotions.

If you have any questions about returns, please contact our customer service here along with your name and order number and one of our representatives will be more than happy to help.