Our jewelry is made by capable and artistic hands, not by machine.

As such, every piece will vary slightly and will not be an exact replica of the products on the website.

Additionally, our stones are made by nature.

Slight variations and small irregularities are to be expected.

We believe that adds to the beauty and originality of each piece.

All of our jewelry is made to order and will ship in 3-5 business days unless otherwise noted.

Special order pieces, which are indicated in the product description, have longer lead times because we custom make each piece for each order. When you place a special order, you will receive an estimated ship date via email.

The standard lead time is 4-6 weeks, however if the materials are in stock it will ship within 5 business days.

Please contact us for inquiries regarding specific pieces.

Please contact us via email at info@castelojewelry.com

Please include a photo of the damage in the email.

We will issue you a Return Authorization (RA#) number.

All packages MUST have an RA number or will not be accepted.

Jewelry should be packed securely in a hard box with sufficient packing materials and include a receipt.  

We strongly recommend using a carrier that offers insurance.

We accept no responsibility for packages that arrive damaged.

Once received, a customer service representative will respond via email with a quote for the repair and an estimate of the time needed to complete your repair.

Fees must be paid prior to beginning any work.

We only accept repairs for Castelo Jewelry purchased from our website. 

If for any reason you are not satisfied with your purchase, you may exchange it for another item on our website, or return it for a full refund (minus the original shipping cost) within 10 days of receipt.

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In the event of a missing, damaged, defective, or incorrect item shipped please contact us within 48 hours of receipt so we can rectify the situation.

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Refunds will be credited back to the original purchaser's credit card less the original shipping charge and any other applicable fees once the item has been received as expected and explained above.

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Please allow 5-10 business days for the refund of the purchase price of the item, plus any applicable taxes, to post to your account.

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All returned items must be in pristine condition.

Items should be returned unworn and in new condition.

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Returns that are damaged, worn, soiled or altered will not be accepted and may be sent back to the customer.

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For your protection, insurance is recommended as customers are liable for jewelry until it is received back to us.

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When shipping the item to us, please package your item securely in a hard box and mail it to us via Parcel Post or any other insured delivery service.

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We accept no responsibility for items damaged in shipping.

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Special orders and sale purchases are non-refundable and a final sale. All custom and made to order items including gift cards are ineligible for refund or exchange.

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All items returned should have a Return Authorization (RA#) number and unidentified returns may be returned to the sender. Please email info@castelojewelry.com for an RA#.

Once a return authorization (RA#) number is given, the jewelry must be received in the studio no more than 15 business days after approval.

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The customer is liable for any charges incurred when returning the goods to Castelo Jewelry, unless the return is as a result of an error on our side.

All metals will begin to oxidize when exposed to air so a certain degree of tarnishing is to be expected. We recommend that you keep your items stored separately in either an airtight bag or box which will reduce tarnishing and help avoid tangles and other damages.

We suggest that you do not sleep, swim, shower, bathe or exercise in our jewelry in order to avoid a build up of body oils and exposure to chemicals and minerals.

Apply lotions, creams and perfumes before you put your necklaces and bracelets on.

Do not use a polishing liquid on jewelry or submerge in polishing/cleaning chemicals of any kind.

Pearls should never be worn in the water.