Returns Policy

Returns are accepted in very specific instances, and are subject to agreement and acceptance of the RETURNS POLICY.

  • Returns and or exchanges are only accepted within 14 days of order creation.
  • Returns are not guaranteed. Management will assess the issue and decide if the customer is eligible for a refund
  • Returns can not be made for shoes in different sale periods. Unless there is a problem with the shoe, any exchange must be made in the same manor it was bought. i.e same discount as previous shoe will be applied to new purchase.
  • Please note that Castelo has a NO CASH REFUND policy unless stated otherwise, customers will receive a credit note or voucher, if approved by management.
  • To be eligible for a return, your item must be unused and in the same condition that you received it in. It must also be in the original, undamaged packaging.
  • In the event of a return due to a customer fault, such as the ordering of the incorrect size, the customer will be fully liable for all return shipping fees incurred. Shipping fees for collection within South Africa are R100, re delivery will be a further R100.
  • In the event of a return due to a CASTELO fault, CASTELO will cover return shipping fees incurred.
  • Our policy lasts 14 days. If 14 days have gone by since when the package was shipped, unfortunately we cannot offer you a refund or exchange.
  • Allow up to 5 business days for all returns or exchanges after received by CASTELO to be processed by our department.
  • To book in your return please contact info@castelo.co.za with all information as well as your full details.


There are certain situations where refunds are not granted: (if applicable).

  • Any item, not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Orders sent without the original CASTELO packaging.
  • Any item that is returned more than 14 days after purchase.
  • Sale items are non-returnable/exchangeable.
  • Being that sale items are non-refundable, CASTELO cannot grant refunds in difference for markdowns post-purchase.
  • CASTELO is not able to reimburse any duties or fees charged for international or domestic orders under any circumstance as well as any third party charges.
  • Any damages, losses, etc., caused by third parties, CASTELO will not be accountable or held liable.


International Returns.

  • International orders are considered to be final sale purchases and cannot be granted a refund nor be processed for exchanges.
  • CASTELO does not cover duties and fees to ship or return a package.
  • For further inquiries on your international order feel free to contact our customer service at info@castelo.co.za


Refunds (if applicable).

Item is defective or Wrong item was shipped.

To return a defected or wrong item, please contact info@castelo.co.za, with clear images of wrong or defected item and explanation. Images must include views of damage, overall shoe, the soles, and the label located on the side of the shoe box.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.

We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.


Late or missing refunds (if applicable).

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank.

There is often some processing time before a refund is posted. Usually up to 14 days.

If you’ve done all of this and you still have not received your refund yet, please contact us at info@castelo.co.za.



To return your product, you should mail your product to: SHOP U16B BEDFORD CENTRE BRADFORD ROAD BEDFORDVIEW 2008 JHB SOUTH AFRICA

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

The CASTELO online store accepts any return of unworn or defective full-price merchandise for a full refund or exchange within 14 (fourteen) days of the purchase date. Original shipping charges are not refundable.

For all international and domestic orders, if package is returned as undelivered because a contact was not present to accept or sign for the package, account will be refunded, for original amount of items purchased, not including shipping, duties and taxes, by CASTELO to receive package returned. To acquire the products once more a purchase must be made.