Returns
Our Approach
Every Castle Of Gifts product is produced on demand after an order is placed. This helps us avoid unnecessary inventory and overproduction, but it also means that we do not operate a conventional warehouse-based returns or exchange programme.
Castle Of Gifts therefore does not offer voluntary returns, exchanges or refunds for change of mind, incorrect size or colour selection, preference, or accidental ordering beyond any rights that are mandatory under applicable consumer law.
If a product arrives faulty, damaged, incomplete or different from what you ordered, contact us so that we can assess the problem and provide the appropriate remedy. Where possible and appropriate, our preferred solution for a verified product problem is replacement.
Nothing in this policy limits any consumer right or legal guarantee that cannot lawfully be excluded.
Our Return Policy
What is your return policy?
Because our products are produced on demand, Castle Of Gifts does not offer a voluntary general returns programe.
We do not voluntarily accept returns, exchanges or refunds because a customer changes their mind, selects the wrong size, color or variant, or decides that they no longer want the product.
Where applicable consumer law gives you a mandatory right to withdraw from the purchase or another mandatory remedy, that right takes priority over this voluntary store policy.
Faulty, damaged, incomplete or incorrectly supplied products are handled separately under the sections below.
Can I return an item if I change my mind?
Castle Of Gifts does not offer a voluntary change-of-mind return policy.
However, if mandatory consumer law applicable to your purchase gives you a statutory right of withdrawal, you may exercise that right within the applicable legal period.
For eligible EU distance purchases, this will generally mean notifying us of your decision to withdraw within 14 days after receiving the goods.
Where legally permitted and where you were informed of this obligation before purchase, the direct cost of returning a change-of-mind item is your responsibility.
Some products, including goods genuinely made according to the customer's individual specifications or clearly personalized, may be excluded from the statutory withdrawal right.
Contact us before returning anything so that we can provide the appropriate instructions and return destination.
Are print-on-demand products returnable?
Not under our voluntary store policy simply because you change your mind.
The fact that a product is produced on demand does not by itself override any mandatory consumer rights that apply to your purchase.
Where a statutory withdrawal right applies, we will honor it according to applicable law.
If the product is genuinely personalized or made according to specifications supplied by you, different withdrawal rules may apply.
Faulty, damaged, incomplete or incorrect products are handled under the specific product-problem procedures below.
Do I need authorization before sending anything back?
Please contact us before sending a product back.
The address printed on your parcel may belong to a production partner, fulfilment facility or carrier and may not be authorised to receive customer returns.
Contact us first so that we can confirm whether a physical return is required and, if so, provide the correct return instructions and address.
This procedure does not limit any mandatory consumer right you may have.
What happens if I send a product back without contacting you?
Please do not send products to the address printed on the parcel unless Castle Of Gifts has specifically confirmed that address for your return.
Production and fulfilment addresses are not necessarily customer-return facilities, and an unauthorized parcel may be refused, delayed, returned again or become difficult to locate.
Contact us first so that we can provide the correct instructions.
Sending a parcel to an unauthorized address does not, by itself, establish that a return has been properly completed.
Do EU customers have a 14-day withdrawal right?
Where EU consumer law applies and no legal exception applies to the product, a consumer purchasing online will generally have 14 days after receiving the goods to notify the seller that they wish to withdraw from the purchase.
Castle Of Gifts does not extend this into a voluntary returns programe beyond what applicable law requires.
Products made according to the customer's individual specifications or clearly personalized may be excluded from the withdrawal right.
If you wish to exercise a statutory withdrawal right, contact us before sending the product so that we can provide the correct instructions.
Unless applicable law or the circumstances require otherwise, the customer is responsible for the direct cost of returning goods under an ordinary change-of-mind withdrawal.
Does this Returns Policy affect my legal consumer rights?
No.
This page describes Castle Of Gifts' voluntary returns and customer-service policy.
Nothing in this policy excludes, restricts or replaces consumer rights that apply mandatorily under the law governing your purchase.
Where applicable law gives you a statutory right of withdrawal, a legal guarantee, a right to repair or replacement, a price reduction, termination of the contract or another mandatory remedy, those rights take priority over any conflicting part of this policy.
Refunds and Exchanges
Do you offer refunds?
Castle Of Gifts does not offer voluntary change-of-mind refunds beyond any rights required by applicable law.
If a product is faulty, damaged, incomplete or different from what you ordered, contact us first. Where appropriate, we will normally seek to resolve a verified product problem through replacement.
A price reduction or refund may be provided where required by applicable consumer law, where replacement or another appropriate remedy cannot be provided, or where we specifically agree to such a resolution.
Is it possible to exchange an item?
Castle Of Gifts does not operate a voluntary exchange programe.
Because products are produced on demand rather than taken from finished warehouse inventory, we cannot routinely exchange correctly supplied products for another size, color, design or preference.
If we supplied the wrong product or the product is non-conforming, contact us. We will assess the problem and provide the appropriate remedy, with replacement generally being our preferred solution where suitable and legally permitted.
Can I exchange an item for another size or color?
Not when the product you received matches the size, colour and variant that you selected when ordering.
Please check product descriptions, measurements, size guides and available options carefully before placing your order.
If the product delivered is a different size, colour, design or variant from the one shown in your order confirmation, contact us and report it as an incorrect item.
Any mandatory statutory withdrawal right that applies to your purchase remains unaffected.
Can I receive store credit instead?
Castle Of Gifts does not currently offer store credit as a standard alternative to returns, exchanges or refunds.
Verified product problems will normally be resolved using the remedy appropriate to the circumstances, such as replacement or another remedy required by applicable consumer law.
Returned-to-Sender Orders
Why was my order returned?
- The package was refused at delivery.
- The delivery partner could not access the address after several attempts.
- The delivery address was incomplete or incorrect.
- The package was damaged in transit.
- The order was not collected from the branch or pickup location within 10 days.
What happens if I entered an incorrect or incomplete address?
What happens if I did not collect my parcel within 10 days?
What happens if I refused the parcel?
The carrier may return the parcel to the fulfilment facility.
Refusing a parcel is not the same as following an authorized return procedure, so please contact us if you no longer wish to receive an order or if tracking shows that a refused parcel is being returned.
A refusal does not automatically create a voluntary right to a refund.
Any mandatory withdrawal or other consumer rights that apply to the purchase remain unaffected.
Can a returned parcel be shipped to me again?
Possibly.
If a parcel is returned because of an incorrect address, unsuccessful delivery, non-collection or refusal, contact us after tracking confirms that the parcel is being returned.
Reshipment depends on whether the production partner receives and can process the returned parcel.
Additional shipping or fulfilment costs may apply when the failed delivery was not caused by Castle Of Gifts, the production partner or the carrier.
How long does it take for a returned parcel to reach the warehouse?
Faulty Products
I received a faulty item. What should I do?
We are sorry that your product arrived with a problem.
Contact us at info@castleofgifts.store and include:
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your order number;
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a description of the problem;
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clear photographs of the complete product;
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close-up photographs showing the fault;
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photographs of the parcel and shipping label where relevant; and
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a short video or unpacking video if you have one.
Photo or video evidence helps us verify the problem quickly with the production partner and may allow us to arrange a replacement without requiring the product to be returned.
Where a product is verified as faulty or non-conforming, we will provide the appropriate remedy. Where practical and legally appropriate, replacement is our preferred first solution.
Do not return, repair or dispose of the product until we provide instructions.
What counts as a printing fault?
A printing fault may include a clearly missing part of the intended design, substantial unintended marks, significant misalignment, an incorrect design, serious peeling or another production defect that causes the product not to correspond to what was ordered or reasonably expected.
Minor variations can occur because of the product material, printing technique, manufacturing process and differences between illuminated screens and physical printed colors.
A minor production variation is not automatically a defect.
If you believe the difference is substantial, send clear photographs of the complete product and close-up photographs of the affected area so that we can assess it.
The print is faded, blurred, misaligned or peeling. What should I send?
Contact info@castleofgifts.store with your order number, clear close-up photographs and a full photograph of the product.
A short video may also help us assess the issue.
Explain whether the problem was present when the product arrived or became visible after washing, cleaning or use.
If the issue appeared after use, tell us how the product was cared for. Damage resulting from use or care contrary to the instructions supplied with the product may not constitute a product defect.
The product has another manufacturing defect. What should I do?
Keep the product in its current condition and contact us before attempting to repair, alter, wash or dispose of it.
Send your order number, clear photographs and a description of the defect to info@castleofgifts.store.
If available, include a short video or unpacking video showing the condition of the product.
We may request additional evidence where reasonably necessary to understand the problem, but the absence of an unpacking video will not automatically remove any mandatory consumer right.
Do I have to return a faulty product?
Not necessarily.
For many verified production or printing problems, we may be able to arrange a replacement without requiring the faulty item to be returned.
If a physical return is necessary, we will provide written instructions and the correct return destination.
Do not send the product to the address printed on the original parcel unless we specifically tell you to do so.
Wrong or Incomplete Orders
I received the wrong item. What should I do?
Contact info@castleofgifts.store with your order number and clear photographs showing the product you received.
Please also photograph the shipping label and packaging.
If you recorded an unpacking video, include it because it can help us verify the packing error more quickly.
If the item supplied does not match your order, we will assess the case and provide the appropriate remedy, normally a replacement where suitable.
I received the wrong size, color or design.
Compare the delivered product with your order confirmation.
If you received a different size, colour, design or variant from the one you ordered, contact info@castleofgifts.store with photographs, your order number and a photograph of the shipping label.
An unpacking video is useful if available but is not an automatic prerequisite for mandatory consumer remedies.
If the delivered product matches the option that you selected, Castle Of Gifts does not provide a voluntary exchange simply because another size, colour or design is now preferred.
One or more items are missing from my order. What should I do?
First check all shipping-confirmation emails and tracking numbers.
Because Castle Of Gifts works with several production partners and production locations, products from the same order may arrive in separate parcels.
If all expected parcels have arrived and an item is still missing, contact info@castleofgifts.store with:
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your order number;
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photographs of everything received;
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photographs of the packaging and shipping label; and
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an unpacking video, if you recorded one.
We will check the fulfilment information and determine the appropriate solution.
Could the missing item be arriving separately?
I received an incomplete set or a missing component.
Keep the product, packaging and all components together.
Contact info@castleofgifts.store with your order number, photographs of everything received and a description of the missing component.
Include an unpacking video if available.
We will review the order and fulfilment information and provide the appropriate remedy if the product was delivered incomplete.
Damage During Transport
What should I do if my product was damaged during transport?
Contact us as soon as you discover the damage.
Send your order number, clear photographs of the damaged product, the outer parcel, internal packaging and shipping label to info@castleofgifts.store.
If you recorded an unpacking video, please include it. A video can be particularly useful for establishing the condition of fragile products and packaging when they arrived.
Keep the product and all packaging until the case is resolved.
Where transport damage is verified, we will provide the appropriate remedy. Replacement will normally be our preferred solution where suitable and legally permitted.
My parcel arrived damaged, but the product appears unharmed.
The parcel appears opened or tampered with. What should I do?
Why do you recommend an unpacking video?
An unpacking video can provide useful evidence of the condition of the parcel and product at the moment it was opened.
This can make it easier for us to verify transport damage, missing contents, packing errors or other problems with the production partner or carrier.
We therefore strongly recommend recording the opening of fragile or high-value orders whenever practical.
However, an unpacking video is evidence that can help us investigate a claim; it is not intended to remove any mandatory consumer right simply because a video was not recorded.
What should a valid unpacking video show?
If you choose to record an unpacking video, begin before opening the parcel.
Where possible, show:
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the unopened parcel;
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the shipping label;
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any visible damage to the packaging;
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the opening of the parcel;
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the products as they are removed; and
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any damaged, missing or incorrect areas.
A continuous recording is most useful because it makes the condition of the parcel and its contents easier to verify.
You do not need to show your face or any unnecessary personal information.
Repairs
Can I get a chipped or broken part repaired?
Castle Of Gifts does not currently operate an in-house repair service.
If a product arrived chipped, broken or otherwise defective, contact us instead of attempting a repair.
Depending on the circumstances and applicable consumer rights, we will assess whether replacement or another remedy is appropriate.
Do you offer a repair service?
Castle Of Gifts does not currently operate an in-house repair workshop.
For products that arrive damaged or non-conforming, contact us with photographs and order information.
Where a repair is not a practical remedy, replacement will normally be the preferred way of bringing a verified defective product into conformity, subject to applicable consumer law.
Should I try to repair a damaged product myself?
Can you send a spare or replacement part?
Spare-part availability depends on the product and production partner and therefore cannot be guaranteed.
Contact us with your order number, product details and photographs.
If the product arrived incomplete, damaged or non-conforming, we will assess whether a replacement component, replacement product or another appropriate remedy is available.
Reporting an Issue
I have an issue with the order I just received. What can I do?
Contact us as soon as reasonably possible after discovering the problem at info@castleofgifts.store.
Include your order number, a clear description of the issue and photographs showing the product and problem.
Photographs of the packaging and shipping label are especially useful for transport damage, missing contents or incorrect products.
If you have an unpacking video, include it as additional evidence.
Prompt reporting helps us investigate the issue with the production partner or carrier, but this reporting procedure does not reduce any mandatory legal guarantee or consumer right that applies to the product.
What information should I include in my email?
Please include, where relevant:
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your full name and order number;
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the email address used for the purchase;
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the affected product;
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a clear description of the problem;
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clear photographs of the complete product;
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close-up photographs of the problem;
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photographs of the parcel and shipping label; and
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a video or unpacking video if available.
Do not send full payment-card details, passwords or unnecessary identity documents.
What should I do with the product while the issue is reviewed?
How will I know whether a replacement has been approved?
We will contact you by email after reviewing the order information and available evidence.
Where replacement is the appropriate remedy, we will confirm this in writing and provide any relevant fulfilment information.
In some cases we may need additional photographs or information before the problem can be verified.
What happens if the evidence is incomplete?
We may ask you for additional photographs, video, packaging information or order details where this is reasonably necessary to verify the problem.
An unpacking video can make certain transport, packing or missing-item claims easier to investigate, but the absence of such a recording does not automatically remove any mandatory consumer right.
We will assess the evidence reasonably available for the particular case.
Where should I send my evidence?
Send your order details and supporting evidence to:
Please include your order number in the subject line and keep information relating to the same issue in one email thread whenever possible.
Do not send full payment-card information, account passwords or unnecessary identity documents.
Gifts and Promotional Purchases
Can a gift recipient report a faulty or wrong item?
Yes.
We will need enough information to locate the original Castle Of Gifts order, such as the order number, purchaser's name or email address, delivery address and product details.
Please provide photographs and any other useful evidence relating to the problem.
If an unpacking video is available, it may also help us investigate the issue.
Who receives any payment-related resolution for a gift?
Any refund or other payment-related resolution will normally be handled with the original purchaser and, where appropriate, through the original payment method.
Where a product is faulty, damaged, incomplete or incorrect, a replacement may instead be arranged where that is the appropriate remedy.
Contact
How do I contact you about a return, replacement or product issue?
Email info@castleofgifts.store and include your order number in the subject line.
Please keep information relating to the same order problem in one email thread whenever possible.
If the issue concerns a damaged, faulty, missing or incorrect product, include photographs and any other relevant evidence with your first message.
How quickly should I contact you?
Can I send the product directly to the manufacturer?
