Refund policy

Refund policy

Satisfying your expectations is one of our highest priorities, that is why we have implemented our return and refunds policy to make your shopping a pleasant experience. If you are unsatisfied with your purchase, you may exchange or return your item (subject to return shipping fees). For this please take into account the following.

  • Returns accepted for 14 days
  • Customer provides return shipping
  • 3% restocking fee
  • No final sale items

All products must be returned via reliable shipping or delivery transport services. When the product is received, the adequate solution will be applied. You may choose from the following options:

RETURN RATES

The customer will cover 100% of the return transportation cost. If the product is returned without having paid the transportation fee, Castle Antiques and Design will deduct the transportation costs from the refund amount.

Shipping or Delivery costs are non-refundable.

RESTOCKING FEE

A 3% restocking fee will apply to products returned in non-defective condition.

FOR REFUNDS AND RETURNS, THE FOLLOWING MUST BE FULFILLED

  • The product was damaged by the means of transport used by Castle Antiques and Design
  • The time limit to report a problem or change your product is 48 hours after the date it was delivered.
  • Through photographs show the damages and send them immediately.
  • You must return all your aggregates in excellent, original and complete conditions, such as packaging, documents, and accessories.

THE REFUND AND RETURN POLICY DOES NOT APPLY WHEN

  • That the product has been resized, damaged or altered by the customer.
  • That the customer has organized his own Shipping or Delivery and in transit, the product suffered damages or losses.
  • When the product has been purchased for final sale or at a discount event.

DAMAGED OR LOST PRODUCTS DUE TO MISHANDLING OF SHIPPING OR DELIVERY

Before returning the product, you must contact our sales representatives and immediately send photographic evidence of the product damage.

When a product is damaged, the personnel of the Shipping companies can visit it to inspect the packing conditions, since they need to show what the causes of the damage were.

  • White Glove Freight: Upon delivery, the product will be inspected by the driver. Personnel will note any damage and report back to the shipping company.
  • Ground Shipping: Please keep all packaging and photograph the damaged package for proof of shipper mishandling. If photos do not suffice, an inspector will visit your home to verify product damage. Keep all packaging – boxes, packing peanuts, bubble wrap, etc.

 

EXCHANGE

Our inventory is limited. You will rarely find two of the same product, but if there is another, you can choose to replace.

CREDIT

You can use it to buy another product until you use 100% of the available credit. If the new product is lower in price, then the rest of the money will be returned.

REPAIR AND REFINISHING

Based on our experience, nearly every damage can be repaired by our team of expert craftsmen. If the error is on our behalf, reparation is free.


If you have any questions you can always contact us with any return questions at customer service email at info@castleantiques.net

 

Damages and issues 
Please inspect your order upon reception and contact us immediately if the item arrives with any unexpected defect before you sign the BOL, damaged or in the event you receive the wrong item. Buyers are also recommended to take photos of the damaged item(s) and packaging and submit the photos to our customer support team so that we can evaluate the issue and get back to you with a solution. Additionally buyers must hold on to packaging materials while the damage claim is being investigated.

 

Exceptions / non-returnable items 
Certain types of items cannot be returned, like custom products such as special orders or personalized items examples include custom refinishing, non reversible modifications to item, and reupholstery work, etc. For more clarification on whether your order might fall into this criteria please contact customer support at info@castleantiques.net or at 818-765-5000.

 

Exchanges 
All local purchases with the exception of special orders or personalized items are eligible for exchanges. For an order to qualify as a local purchase the item must be in a pick radius of no more than 30 miles from our 11924 Vose St North Hollywood 91605 location and items can only be exchanged for other items of equal or lesser value. Out of state orders looking to do an exchange will be considered on a case by case basis and at the discretion of Castle Antiques. International orders are ineligible for exchanges.

 

European Union 14 day cooling off period 
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

 

Refunds 
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@castleantiques.com.

 

 ORDER PROCESS

 

Purchased products are processed and packed by us in an estimated time of two to five weeks (some items may take less time). You can select between white glove service or door to door. Take into consideration that items purchased with unique features or during promotional events, may take longer to process.

At the time of purchase on our system, you will be prompted with the following shipping options: U.S. shipping, local delivery, in-store pickup or the option to coordinate shipping yourself.

Once the order is processed, a confirmation message will be emailed to you with information including the order number, carrier, tracking information and estimated time of arrival. Courtesy emails will be sent to you with shipment updates.

PRICE AND DESIGN

Shipping / Delivery prices and procedures are designed based on the type of product, physical characteristics of the product (size, material, weight), insurance value, carrier, transportation means (air, land or sea), delivery time and place of destination. If an item can be shipped safely in low-cost, small packages such as UPS, FedEx, we will try to do so.

US SHIPPING

The logistics of product shipments vary with the companies we use, which are chosen based on the type of product, customer preference, and cost. Among them are UPS Ground, FedEx, and White Glove Freight Shippers.

  • White glove freight service includes: item pick up, blanket wrapping, in-home / office delivery, and full insurance coverage. Transit time is up to five weeks.
  • Parcel Package, UPS, and FedEx Ground shipping include packaging, full insurance coverage, and signature-required front-door delivery.
  • Transit time is 5-10 business days.
  • Furniture items are unable to ship to P.O. Boxes, APO / FPO addresses.

INTERNATIONAL SHIPPING

For shipments outside of the United States, we can recommend shipping companies or use your trusted company to ship internationally. Contact us for more information.

COORDINATING YOUR SHIPPING

If you prefer to organize your own shipment, it is possible. Just contact us with details such as the company that you choose for the transfer, packaging instructions, date and time of pick up, and any additional information that we should know. We will release the product order with a condition report. Any damage or loss in transit will be the responsibility of the company that you have hired. For more information, see our returns and refunds policy.

DELIVERY AND PICKUP

LOCAL DELIVERY

We offer Local Delivery in Los Angeles for a nominal fee. Our service includes in-home or office delivery, unpacking, product placement, and light assembly if necessary.

  • A time-specific 1-hour delivery window will be provided.
  • Deliveries can be made 1-3 days after purchase.

Contact us for additional information.

IN-STORE PICKUP

If you want to collect your order personally, you are welcome to. Coordinate with our team and provide the pick-up details such as time and date. Inspect your product and take into account that the sale is considered final.

 

LOCAL DELIVERY

Castle Antiques and Design is not responsible for the damages and losses when the buyer has organized their own Shipping or Delivery by a third party. However, we will gladly assist you to expedite an appropriate solution.

Contact us for additional information.

For more information, see our Return and Refund Policy.

OUR PACKAGING

For UPS / FedEx Ground shipments, the products are protected with packaging shrink film, bubble wrap, and packing peanuts. The item is placed inside a cardboard box of suitable thickness. The boxes are appropriately marked to be standing on the right side and are labeled as "Fragile."

For Local Deliveries, products are blanket-wrapped with packaging stretch film.

TIPS

  • If you want to make changes or cancel the Shipping / Delivery, please contact our staff.
  • Before signing, inspect your item immediately for damages caused in transit.
  • If you see any damage, you have the right to reject the product and immediately contact Castle Antiques and Design.
  • Packing peanuts and cardboard boxes can be recycled at your local UPS or FedEx.