Refund policy
At Casten Roma, we are committed to providing you with a smooth and transparent shopping experience. Our return and refund policy guarantees a fair and easy process if you're not entirely happy with your purchase.
Eligibility for Returns
We offer a 15 day return window starting from the day your order arrives. If you would like to send something back, just let us know within that time frame.
To qualify for a return, the item must be in the same condition you received it. This means unworn or unused, with all original tags attached, and still in its original packaging. Please also keep your receipt or proof of purchase handy.
To begin the return process, simply email us at support@castenroma.com. Once we review your request, we’ll provide the correct return address and next steps. Please keep in mind that customers are responsible for covering return shipping costs. Any items sent back without first contacting us will unfortunately be refused.
If you ever have questions about a return, feel free to reach out at wecare@castenroma.com
Order Cancellation
Orders need to be cancelled within 24 hours of the order to be 100% refundable. If it exceeds 24 hour timeframe, regardless of what the shipping status says. They must be returned after the item is received.
Restocking Fee
Some sale items specifically in clothing may have up to a 20% restock fee.
Damages and issues
Please check your order as soon as it arrives. If something is damaged, defective, or not what you ordered, contact us right away so we can take care of the issue for you.
Non Returnable Items
Certain items are not eligible for return. This includes perishable goods, personalized items or custom orders, personal care products, hazardous materials, flammable liquids, and gases. If you aren’t sure whether your item qualifies, we’re always here to help.
Sale items and gift cards cannot be returned.
Exchanges
If you need a different size or item, the quickest solution is to return the product you have. Once we approve the return, you can place a separate order for the item you want.
Refunds
Once we receive and inspect your returned item, we’ll email you to confirm whether your refund has been approved. Approved refunds are issued to your original payment method within 10 business days. Your bank or credit card provider may take additional time to post the refund.
If it has been more than 15 business days since we approved your return and you still haven’t received your refund, please contact us at wecare@castenroma.com
Customer Support
For assistance with returns, refunds, or general inquiries, please contact:
Email: wecare@castenroma.com
Support Hours: Monday to Friday: 09:00 a.m. - 05:00 p.m.