Have a question? Find quick answers below. Can't find what you're looking for? Email us at info@castelli-newyork.com and we'll be happy to help.
Shipping & Delivery
Do you offer free shipping?
Yes. We offer free shipping on all orders within the United States, with no minimum purchase.
Where do you ship to?
We ship to all 50 US states. Orders to Alaska and Hawaii may need 2–5 extra business days in transit. We do not ship internationally or to APO/FPO/DPO military addresses.
What are your delivery times?
Orders placed by 12:00 PM Eastern Time (ET), Monday to Friday, are processed within 1–3 business days. Once shipped, delivery takes 5–9 business days. In total, expect your order within 6–12 business days. See our Shipping policy for details.
How can I track my order?
Once your order ships, you'll receive an email with your tracking number. You can follow your package anytime on our Track your order page. Orders with several items may arrive in separate packages, each with its own tracking number.
Will I pay customs or import fees?
No. There are no extra duties or customs fees at delivery. Applicable sales tax is shown at checkout.
My package hasn't arrived or is lost. What now?
First check your order on our Track your order page. If tracking shows no movement for 7 business days, or your package is marked delivered but you haven't received it, email us at info@castelli-newyork.com and we'll look into it right away. If your parcel is confirmed lost, we'll send a replacement or issue a full refund, whichever you prefer.
Returns & Refunds
What is your return policy?
You can return items within 30 days of receiving them. Items must be unworn, unwashed and unused, with original tags and packaging. See our Return & Refund policy for details.
How do I start a return?
Email us at info@castelli-newyork.com with your order number and the item(s) you want to return. Once approved, we'll send you the return address and instructions. Returns sent without approval can't be accepted.
Who pays for return shipping?
For change-of-mind returns, including wrong size or color, return shipping is paid by the customer. If your item arrived damaged, defective or wrong, we cover all costs.
Can I exchange an item?
The fastest way is to return the original item and place a new order for the size or color you want.
What if my item arrives damaged or I received the wrong item?
We're sorry to hear that! Email us at info@castelli-newyork.com within 7 days of delivery with your order number and photos of the issue. We'll send a free replacement or a full refund right away, and in most cases you won't need to send the item back.
When will I receive my refund?
Once we've received and inspected your return, approved refunds are issued to your original payment method within 5 business days. Your bank may take another 5–10 business days to show it.
Orders & Payment
What payment methods do you accept?
We accept Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay and Shop Pay. See our Payment policy for details.
Can I change or cancel my order after placing it?
Yes, as long as it hasn't shipped yet. Email us at info@castelli-newyork.com as soon as possible with your order number. Once an order has shipped it can't be cancelled, but you can return it under our return policy.
Is my payment information secure?
Yes. Our checkout is hosted by Shopify and protected with SSL encryption, and payments are processed by PCI DSS-compliant providers. We never see or store your full card number.
What currency are payments processed in?
All prices are shown and charged in US dollars (USD).
My payment was declined. What should I do?
Double-check your card details, billing address and available funds. If the problem continues, contact your bank or card provider, or email us at info@castelli-newyork.com and we'll help you out
I didn't receive an order confirmation.
Please check your spam or promotions folder first. If it isn't there, contact us at info@castelli-newyork.com and we'll confirm your order.
Products & Sizing
How do I choose the right size?
Every product page has a size chart in the product description. If you're between sizes, we recommend sizing up for a more relaxed fit.
Will the color match what I see on screen?
We show our products as accurately as possible, but colors can look slightly different depending on your screen and device settings.
What if an item or size is out of stock?
Sold-out sizes and colors can't be selected on the product page. Email us at info@castelli-newyork.com and we'll let you know if it's coming back.
Customer Care
How can I get in touch with customer support?
Email us at info@castelli-newyork.com, call +1 (917) 695-2861 (Monday to Friday, 9:00 AM – 5:00 PM ET), or use our contact form. We reply to emails within 24 hours, 7 days a week.
Who is behind Castelli New York?
Castelli New York is a brand owned and operated by Philicom LLC, 30 North Gould Street, STE 5643, Sheridan, WY 82801, United States. Read more on our About us page.