Terms & Conditions

Welcome to CASTELLANO. These Terms & Conditions govern your use of www.castellanoeo.com and purchases made through our website.

By accessing our website or placing an order, you agree to these Terms & Conditions and the policies referenced herein.

Please review these terms carefully before completing your purchase.

Orders

By placing an order with CASTELLANO, you confirm that the information provided during checkout is complete and accurate and that you are authorized to use the selected payment method.

After placing an order, you will receive an email acknowledging receipt of your order. CASTELLANO reserves the right to decline or cancel an order in circumstances including, but not limited to:

• Product unavailability
• Pricing or product-description errors
• Payment authorization issues
• Suspected fraudulent activity
• Shipping restrictions
• Errors in inventory
• Circumstances outside of our reasonable control

If we cancel an order after payment has been successfully collected, the applicable amount will be refunded to the original payment method.

Handmade Products

CASTELLANO pieces celebrate artisanal craftsmanship and the beauty of handmade production.

Many of our products are individually handcrafted using traditional techniques. As a result, slight variations in color, weaving, pattern, dimensions, stones, crystals, texture, shape, and finish may naturally occur from one piece to another.

These variations are part of the character and uniqueness of handmade craftsmanship and are not considered defects.

Product photographs are intended to represent our pieces as accurately as possible. However, colors may appear slightly different depending on lighting, photography, and individual screen settings.

90-Day Limited Warranty

CASTELLANO stands behind the quality and craftsmanship of our pieces.

All CASTELLANO pieces include a 90-day limited warranty from the date of purchase covering manufacturing defects.

If you believe your piece has a manufacturing defect, please contact us within the warranty period and provide your order number, a description of the issue, and clear photographs so our team can evaluate the claim.

If CASTELLANO determines that the issue is a manufacturing defect covered by the warranty, we will provide an appropriate solution, which may include repair or replacement, depending on the nature of the issue and product availability.

The 90-day warranty does not cover:

• Normal wear and tear
• Accidental damage
• Misuse or improper handling
• Damage caused by failure to follow our Product Care instructions
• Exposure to water, pools, seawater, chemicals, perfumes, creams, cosmetics, or excessive heat
• Pulling, excessive friction, stretching, or impact
• Natural variations in handmade products, semi-precious stones, weaving, colors, shapes, or finishes
• Loss or theft
• Alterations, repairs, or modifications performed by a third party
• Damage occurring after delivery that is unrelated to a manufacturing defect

Because many CASTELLANO pieces are handcrafted, slight variations in weaving, color, stones, crystals, dimensions, texture, shape, and finish are part of the individual character of each piece and are not considered manufacturing defects.

Warranty claims are evaluated individually. Authorization to send an item for inspection does not automatically mean that the claim has been approved under the warranty.

This limited warranty is separate from our 7-day Exchange & Store Credit Policy. Exchanges for change of mind are only available for eligible, unworn and unused merchandise requested within 7 days of delivery.

Nothing in this warranty is intended to limit any rights or remedies that cannot be excluded under applicable law.

Exchanges & Store Credit

We want you to choose your CASTELLANO piece carefully.

We do not offer refunds for change of mind, personal preference, incorrect size selection, or unwanted items.

Eligible items may be exchanged or returned for store credit only, subject to the conditions below.

To request an exchange or store credit, you must contact CASTELLANO within 7 days of delivery.

Items must be:

• Unworn and unused
• In their original condition
• Free from stains, odors, perfume, makeup, lotions, or other signs of use
• Free from damage, scratches, stretching, pulling, or alterations
• Returned with all original tags, accessories, protective materials, and packaging
• Accompanied by proof of purchase

Items Showing Signs of Wear

CASTELLANO reserves the right to refuse an exchange or store credit if an item shows signs that it has been worn, used, damaged, altered, washed, or improperly handled after delivery.

Items showing perfume or cosmetic residue, odors, stains, scratches, stretched fibers, damaged weaving, damaged crystals or stones, missing components, or other evidence of use will not be accepted.

Receiving authorization to send an item back does not guarantee that the item will qualify for an exchange or store credit. All returned merchandise is inspected upon receipt.

If a returned item does not meet our eligibility requirements, the exchange or store credit may be refused and the item may be returned to the customer.

Return Shipping

Customers are responsible for return shipping costs for exchanges or store-credit requests unless the product received was incorrect, damaged, or defective upon arrival.

Original shipping charges are non-refundable.

We strongly recommend using a trackable and insured shipping service. CASTELLANO is not responsible for return packages that are lost, stolen, misdirected, or damaged in transit.

Do not send merchandise back without contacting us first and receiving return instructions.

The applicable return address will be provided after your request has been reviewed and approved.

Final Sale Items

The following are considered final sale and are not eligible for exchange or store credit unless they arrive damaged, defective, or incorrect:

• Sale or clearance merchandise marked “Final Sale”
• Personalized or custom-made products
• Gift cards
• Items that have been worn, used, altered, washed, or damaged after delivery

Any additional product-specific restrictions will be disclosed on the applicable product page.

Damaged, Defective or Incorrect Items

If your order arrives damaged, defective, or you receive an incorrect item, please contact us within 7 days of delivery.

Please include your order number, a description of the issue, and clear photographs of the item and packaging so that we can evaluate the situation.

If CASTELLANO determines that an item was damaged, defective, or incorrectly fulfilled, we will work with you to provide an appropriate resolution, which may include replacement, exchange, store credit, or refund, as appropriate and as required by applicable law.

Damage resulting from normal wear and tear, misuse, accidents, improper storage, exposure to water or chemicals, failure to follow our Product Care instructions, or damage occurring after delivery is not considered a manufacturing defect.

Exchanges

Exchanges are subject to product availability.

We cannot guarantee that the requested replacement color, size, design, or product will remain available while an exchange is being processed.

If the requested item is unavailable, eligible merchandise may receive store credit in accordance with this policy.

Any price difference associated with an exchange will be communicated before the replacement item is shipped.

Store Credit

Approved store credit will be issued for the value of the eligible merchandise returned, excluding original shipping charges and any applicable return-shipping costs.

Store credit is not redeemable for cash and cannot be transferred or converted into a monetary refund except where required by law.

Shipping & Delivery

Orders are fulfilled primarily from Miami, Florida, USA, although certain products may ship from Colombia depending on product location and availability.

Shipping rates, estimated delivery times, international shipping information, and other delivery conditions are provided on our Shipping & Delivery page.

Delivery estimates are not guaranteed and may be affected by carrier delays, customs procedures, weather, holidays, or circumstances outside CASTELLANO's reasonable control.

Customers are responsible for providing a complete and accurate shipping address at checkout.

International Orders, Duties & Taxes

International customers are responsible for any customs duties, import taxes, VAT, brokerage fees, or other charges imposed by the destination country unless otherwise stated at checkout.

CASTELLANO does not control these charges and cannot predict their amount.

International customers are responsible for complying with applicable import requirements in their country.

Pricing & Payment

Prices displayed on the U.S. website are shown in U.S. Dollars (USD) unless otherwise indicated.

Prices, promotions, product availability, and offers may change without notice.

Payment must be successfully authorized before an order can be fulfilled.

If a product is accidentally listed at an incorrect price or contains a material pricing error, CASTELLANO reserves the right to cancel the affected order and issue a refund for any amount already paid.

Promotions & Discount Codes

Promotional offers and discount codes are subject to their stated terms and expiration dates.

Unless otherwise stated, promotions cannot be combined, applied retroactively to previous purchases, exchanged for cash, or used after expiration.

CASTELLANO reserves the right to modify or discontinue promotions at any time, subject to applicable law.

Product Care

Our products are made with carefully selected materials and many involve delicate handcrafted techniques.

Customers are responsible for following the care instructions provided on our Product Care page.

Normal wear and tear or damage caused by improper care, water, chemicals, perfumes, excessive friction, heat, prolonged sun exposure, misuse, or accidents is not considered a manufacturing defect.

Intellectual Property

All content appearing on the CASTELLANO website, including the CASTELLANO name, trademarks, logos, photographs, product designs, graphics, text, videos, illustrations, packaging, and other creative materials, is owned by or licensed to CASTELLANO and is protected by applicable intellectual property laws.

No content from this website may be reproduced, copied, modified, distributed, published, commercially exploited, or otherwise used without prior written permission from CASTELLANO, except for personal, non-commercial use as permitted by law.

Limitation of Liability

To the fullest extent permitted by applicable law, CASTELLANO will not be liable for indirect, incidental, special, or consequential losses arising from the use of our website or products.

Nothing in these Terms & Conditions is intended to exclude or limit any rights or remedies that cannot legally be excluded or limited under applicable law.

Changes to These Terms

CASTELLANO may update these Terms & Conditions periodically to reflect changes to our business, policies, website, or applicable requirements.

The version published on this website at the time of purchase will apply to that transaction, except where otherwise required by law.

Contact Us

If you have questions regarding an order, exchange, store credit, damaged item, or these Terms & Conditions, please contact CASTELLANO through our Contact Us page.

When contacting us regarding an order, please include your order number so we can assist you efficiently.

By completing a purchase from CASTELLANO, you acknowledge that you have reviewed and agreed to our Terms & Conditions, including our exchange and store-credit policy.