Refund policy

Returns

We hope you love your Kin & Castle product. If however, you change your mind, we do offer a returns policy. This excludes made to order items - please see below for more details. 

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

Made to Order Items

Items that have been made to order for you, including phone cases, device watch straps and art prints cannot be returned, unless they arrived in a damaged condition or we have made an error with your order - ie sent the incorrect item. 

To be eligible for a return, your item must be unused and in the same saleable condition that you received it. It must also be in the original packaging.

To complete your return, please email us first with details of your return request to info@kinandcastle.com. In the email, we require a receipt or proof of purchase, such as your order number. Please do not attempt to send your item back to us until you hear from us first. We will reply to your email asap and confirm the returns address to you. 

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. If approved, we will refund the full price you paid for the item(s), we do not however refund shipping costs, as these will have already been incurred and paid for by us. 

Late or missing refunds (if applicable)
If you haven’t received a refund yet, please first contact your credit card company or bank, as it may take some time before your refund is officially posted.
If you’ve done this and you still have not received your refund yet, please contact us at info@kinandcastle.com.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange your item send us an email at info@kinandcastle.com with details of your request. Please do not return your item to us until you hear from us. 

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping
To return your product, please email us first at info@kinandcastle.com and we will confirm the returns address to you. 

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. When returning an item to us, please consider using a trackable shipping service, as we can’t guarantee that we will receive your returned item.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.