Refund policy

Last updated: September 28, 2026

Free 30-day returns

We want you to love what you ordered. If something isn't right, you can return it within 30 days of delivery. Returns are free — we cover the return shipping.

Return conditions

To be eligible for a return, items must be:

  • Unworn, unwashed and unaltered;
  • In their original condition, with the original tags attached;
  • Returned within 30 days of the delivery date.

How to start a return

  1. Email us at info@castellanlondon.com with your order number and the item(s) you would like to return.
  2. We will reply with the return instructions and the return address. Please do not send items back without contacting us first, as we cannot process returns sent to an unconfirmed address.
  3. Pack the item(s) securely and ship them following the instructions. Keep your proof of shipment until your refund is complete.

Refunds

Once we receive and inspect your return, we will email you to confirm whether it has been approved. Approved refunds are issued to your original payment method within 5–10 business days. Depending on your bank or card issuer, it may take a few additional days for the credit to appear on your statement.

In some cases, we may issue a refund without requiring the item to be returned.

Size exchanges

Need a different size? Email us with your order number and the size you need. We will either send the new size at no cost to you (subject to availability) or issue a full refund once the original item is returned — whichever you prefer.

Damaged, defective or incorrect items

If your item arrives damaged, defective or different from what you ordered, email us within 30 days of delivery with your order number and a photo of the item. We will send a replacement or issue a full refund, at no cost to you.

Discounted orders

If your order used the Buy 2, Get 10% Off offer and you return part of it, the refund is based on the discounted price you actually paid for each item.

Late or missing refunds

If you haven't received your refund after 10 business days from our approval email, please check with your bank or card issuer first, then contact us at info@castellanlondon.com and we will look into it right away.

Contact us

Castellan London
Email: info@castellanlondon.com
Phone: +1 (786) 305-8357
Customer service hours: Monday–Friday, 9:00 AM – 5:00 PM (EST)
Business address: Avenida Adjar da Silva Casé, 680, Caruaru – PE, 55024-740, Brazil