1. ORDERS

You will receive an email from us to confirm your order has been sent. You can also check the status of your order by accessing “My account”. Once the status changes to completed it has left us and is on its way to you.

  1. PAYMENT

You can pay via your PayPal account, or if you do not have a PayPal account you can still pay by credit card through PayPal as a guest.

When visiting the log in to PayPal screen, just choose an option to

“Pay with my PayPal account”

OR

“Pay with a debit card or credit card”

  1. Returns & Refunds

Faulty or Damaged Items: You may return any item that was faulty or damaged on receipt for a full refund. You must inform us immediately, this must be within 24 hours of receipt. We will refund you when we have received and processed the item. In these cases we will also refund the return postage.

You may return any incorrect item sent to you as a result of our error for a full refund. We will refund you, once we have received and processed the item. In these cases we will also refund the return postage.

Unwanted Items:

Before you return any item you must contact us outlining your reasons to return. All items returned to us must be UNUSED & UNOPENED & in a RE- SALEABLE condition. Any seals on the products must be unbroken & intact. The item will be examined on its return. Your return postage costs are non refundable. The item must be sent back by a trackable method & you must ensure that they are fully insured. EG Royal Mail 2nd class recorded signed for service. Place your item into secure, protected packaging. In the package you will also need to include a proof of purchase. Please note: We do not accept returns if customers have used/opened/tried the products.

Please note: Regarding a refund after the item has been dispatched to the customer and the customer wants to cancel the purchase or changed their mind, After it has been examined, and a refund is required and agreed, the balance will be refunded to your original payment method minus the (Actual) original shipping costs we spent on sending the item to you in the first instance.

5. SHIPPING    

TRACKED AND SIGNED FOR SERVICE

You will be sent a Royal Mail tracking reference number for you to track your order online via Royal mail tracking service, when your order is completed.  https://www.royalmail.com/track-your-item

The first thing to do is: check with your local post sorting office/depot if your item appears delayed after 7 days. Also check with your neighbours to see if they have accepted it on your behalf.

The package will NEED to have a signature on receipt. If you are not at home to sign for the package, the package may then return to YOUR local post sorting office. Usually the postman will leave a “something for you” card to rearrange delivery or collection. You can do this online: http://www.royalmail.com/personal/receiving-mail/redelivery

If you do not collect it from your local post sorting depot, within a certain amount of time it will return to our dispatch office in UK. If your parcel returns to us, we will resend the parcel subject to a re-delivery fee and you will be invoiced via PayPal. This fee is the true cost of the re-postage charge. If you decide you would like to be refunded, the cost of the (Actual) original postage will be deducted from the refund amount.

HAPPY TO HELP

Please contact us castledistributions@hotmail.com if you need our help regarding lost/delayed parcels. Please note: Royal Mail are unable to class the parcel as “LOST” until after 15 WORKING DAYS have passed after the due date of your parcel. We are unable to refund/replace until after this date has passed.