Returns
We have a 30-day return policy. You have 30 days from the day you receive your item to request a return.
To be eligible, your item must be unworn, unwashed and unused, with all original tags attached and in its original packaging. Proof of purchase (your order number) is required.
How to start a return
Email us at info@castelli-newyork.com with your order number and the item(s) you want to return. If your return is approved, we will email you the return address and instructions. Items sent back without an approved return request cannot be accepted.
Return shipping costs
Customers are responsible for return shipping costs for change-of-mind returns, including wrong size or color ordered. We recommend a tracked shipping service, as we cannot be responsible for returns lost in transit. Original shipping is free, so nothing is deducted from your refund for it.
If your item arrived damaged, defective, or is not the item you ordered, we cover the full cost of resolving it (see below).
Damaged, defective or wrong items
Please inspect your order on arrival. If something is wrong, email us at info@castelli-newyork.com within 7 days of delivery with your order number and photos of the issue. We will send a free replacement or issue a full refund, at your choice. In most cases you will not need to send the item back.
Non-returnable items
For hygiene reasons, the following cannot be returned unless they arrive damaged or defective: underwear, swimwear with the hygienic liner removed, pierced earrings, and gift cards.
Exchanges
The fastest way to get a different size or color is to return the original item and place a new order for the one you want.
Order cancellations
You can cancel your order free of charge before it ships. Email us at info@castelli-newyork.com as soon as possible; once an order has shipped, it can no longer be cancelled and our return process applies.
Refunds
We will email you once we have received and inspected your return and let you know whether your refund is approved. Approved refunds are issued to your original payment method within 5 business days. Your bank or card issuer may take an additional 5–10 business days to show the refund.
If you have not received your refund within 15 business days of approval, contact us at info@castelli-newyork.com
Contact Information
Store name: Castelli New York
Company name: Philicom LLC
Business address: 30 North Gould Street, STE 5643, Sheridan, WY 82801, United States
EIN: 32-0850292
Email: info@castelli-newyork.com
Phone: +1 (917) 695-2861
Contact form: Contact page
Customer service hours: phone Monday to Friday, 9:00 AM – 5:00 PM Eastern Time (ET); email 7 days a week. We aim to respond to all emails within 24 hours.