FAQ
How can I track my order?
We email you the moment your items ship, including any updates along the way.
You can also track your order anytime using our 17TRACK portal. If your tracking hasn't updated yet (very normal in the first 2–3 days), try checking it again later or use ParcelsApp as a secondary tracker.
Is my payment secure?
Yes — all payments on Casten Roma are protected with full SSL encryption.
Look for the closed-lock icon in your browser and the "https" in the URL; this means your information is encrypted and secure. Most browsers also provide additional security indicators for peace of mind.
How do I choose the right size?
Our footwear follows standard US sizing.
Every style includes a detailed size chart, and we're constantly refining our measurements for accuracy. Still unsure? Message us — our team will help you find the perfect fit for your foot shape and preferences.
Which payment methods do you accept?
We currently accept:
Visa, Mastercard, Maestro, American Express, Discover, Diners Club, UnionPay, Apple Pay.
What is your return/exchange policy?
Return Window:
You have 30 days from the day you receive your order to request a return.
Customers in the EU also receive a 14-day cooling-off period.
Eligibility:
Footwear must be unworn and in its original condition — soles unmarked, in original packaging, with all tags attached.
A receipt or proof of purchase is required.
How to Start a Return:
Email us at support@castenroma.com before sending anything back.
Returns sent without prior approval will not be accepted.
Return shipping costs are covered by the customer.
Damaged or Incorrect Items:
If your shoes arrive damaged or incorrect, contact us immediately with photos so we can make it right.
Exchanges:
To exchange a pair, return them first — once approved, you can place a new order for the size or style you want.
Refunds:
Once your return is received and inspected, we'll notify you of approval.
Approved refunds are processed within 10 business days.
If more than 15 days have passed since approval, contact us and we'll look into it.
If you need help with anything else, reach out anytime at support@castenroma.com — we're here to make sure you're taken care of.