FREQUENT QUESTIONS:

SHIPPING:

 

-When will I recive my order?

It takes us between 3 and 7 business days to process an order, after which we will ship it to you. Shipping time depends on your location, but you can estimate it as follows:

EUROPE: Between 5 and 8 business days

OTHER DESTINATIONS: 10-20 business days

-Will I have to pay customs fees for my order?

International orders may incur additional customs charges. This rate is not under our control, and is the decision of your customs agency. Customs policies vary greatly between countries, so we recommend that you speak with your local authorities to clarify it.

-My order should have arrived by now, but I haven't received it yet. What I do?

Before contacting us, please help us by following these steps:

• Check your confirmation email to make sure there are no errors in the shipping address.

• Ask about your order at your local post office.

• Ask your neighbors if the carrier had left them your package.

Tip: Avoid theft. If you will not be home on the day of delivery, use your address from work or where you will be.

If the address is correct and the package is not in the post office or with your neighbors, please contact us at info@sgcastillo.com with your order number.

If there is a problem with your shipping address, we may send you your product again, but you will have to bear the costs.

Tip: Your zip code is a crucial part of your address. Make sure you enter it correctly.

 

ORDERS:

 

-How do I track my order?

If your shipping method includes tracking, you will receive a link by email when your order is shipped. If you have any questions about your shipment, contact us at info@sgcastillo.com

-I have received a wrong or damaged product. What I do?

We are sorry if your product has arrived damaged. To solve it as soon as possible, send us an email to info@sgcastillo.com with photos of your damaged product, your order number and any other details you have about the order. You have a maximum period of 1 week from the moment of delivery to send us all the information. We will contact you to give you a solution as soon as possible!

 

RETURNS:

 

-What is your return policy?

To return an item, make sure it is intact and retains its original labels and, if applicable, use the original box or packaging in which it was sent.

Keep in mind that we will not be able to proceed with the refund if we receive products that are already used, damaged or in a package different from the original (shoe box, box or other packaging for accessories such as bags, etc.) You have a maximum period of 1 week from the time of delivery to make the return. Contact us at info@sgcastillo.com before making the shipment, the shipping costs for the return will be at your expense.

 

-Will you return the money?

We offer money returns to customers who receive wrong or damaged items and to those who return the product to us within the first week of receipt, in perfect condition, with the original labels and with its original packaging or box. Keep in mind that we will not be able to proceed with the refund if we receive products that are already used, damaged or in a different package than the original (shoe box, box or other packaging for accessories such as bags, etc.). If this is your case, please contact us in info@sgcastillo.com with photos of your article and we will find a solution

Keep in mind that, even if you return the order, the shipping costs are not refundable.

Remember that it can take up to 10 working days from when you deliver the package to the carrier until we receive it and confirm the refund of your return. Once it reaches us, and we confirm its status, we will refund your money to the original form of payment.

 

-Can I return a mask?

No. We consider masks hygienic products, so we do not accept returns of masks.

 

-Can I change a size product?

We leave you 1 change of size per product, but you will have to carry the shipping costs. Please be aware that every product will be exclusively produced for you. Therefore it is not possible for us to accept more than one change for the same article. 

Tip: If you are not sure which size will fit you best, check our size guides.

It is not a common case, but it can happen that there is an error in the labeling of a product. If that is the case, contact us at info@sgcastillo.com within a week from the time of delivery. Include your order number and photos of the item in question and we will help you as soon as possible.