Shipping & Returns

Last update:  January 1st, 2024

Please note the following policies before placing orders online—our small team endeavours to dispatch orders and respond to queries as quickly as possible. If you need any help, please email us at hello@castaway.ltd

 

Accepted Payments

We're delighted to introduce to you a wider range of payment methods. We now include: American Express, Apple Pay, Bankcontact, Google Pay, IDEAL, Klarna, Maestro, Mastercard, Paypal, Shop Pay, Sofort & Visa.

 

Shipping

All orders for items purchased from Castaway are processed within 1 - 2 business days from our studio office in The Netherlands.

Shipping costs for The Netherlands, Europe, the USA and the Rest of the World are calculated at checkout.

 

Carbon Neutral Shipping

Most orders within the EU will be sent with DHL GoGreen.

DHL GoGreen is combating climate change by becoming more carbon-efficient and delivering sustainable value to society and communities. DHL invests in projects such as providing ceramic water purifiers in Cambodia, reforestation projects in Uganda, a wind power plant in Nicaragua, and a landfill in Turkey. 

 

Duties & Taxes

All prices shown on Castaway are in Euro. Castaway reserves the right to change pricing, product availability and descriptions at any time and without notice.

If you are ordering outside the EU, please be aware that orders will be subject to your country’s duties and taxes. These fees are not included in our pricing and, therefore, are the recipient’s responsibility.

Castaway reserves the right to deduct any return costs incurred for orders that are refused at customs should duties and taxes be unpaid.

 

Delivery Times

Please note that some product’s delivery times may vary. We are not liable for delays in delivery due to delays incurred by individual shipping carriers.

Standard shipping within The Netherlands: 1 - 3 business days

Standard shipping within The European Union: 3 - 10 business days depending on country

Standard shipping within Africa, America, Asia, and Oceania: 8 - 14 business days

** Please note that due to the current pandemic orders can be delayed by the delivery service

** If you would like to request faster delivery, please contact us before placing an order


Returns

We hope you will love your purchase from our boutique. However, if you wish to return an item, PRE-ORDERS included, you must do so within 14 business days of receiving your order. Please bear in mind our return conditions outlined below.

To request a return, please send us an email at hello@castaway.ltd with the following details:

  • Your full name
  • Order number
  • Reason for return


Return conditions

  • All items need to be in new, unused condition in the original packaging
  • Returns are subject to inspection by Castaway upon receipt
  • Accepted returns will be refunded within 7 - 14 business days, depending on your payment method
  • Refunds are processed using the original payment method
  • All items in our SALE section are final and cannot be returned
  • Please note, the original shipping cost and the cost of import duties and taxes are non-refundable. Customers are responsible for the costs of sending their returns. Castaway is not responsible for return parcels that may get lost in transit. We, therefore, recommend customers use a track and trace shipping service for orders over Euro 200, and we recommend shipping your returns with adequate insurance. 
  • Items returned without a confirmation email will not be accepted 


Return exclusions

Items within our SALE section are final and cannot be returned. Castaway reserves the right to decline your returns if you do not adhere to the returns policy.