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Returns

Returns & Refunds

We offer an exchange or full refund* on all orders returned back to us within 28 days of receipt. Returns after this date will only be accepted at our discretion - send us an email if in you want to talk it through on info@magic-castles.com - we are very reasonable people.

For the avoidance of doubt we offer refunds or exchanges for internet purchases. For items acquired at pop ups or events we offer a credit note or exchange.

All items that are returned or exchanged must be unworn and in their original condition, including any packaging and swing tags. If any item is damaged, soiled or altered this may not be accepted and may be sent back to you.

 *Please Note: Refunds exclude all shipping costs.

 

How To Return Your Item(s)  - UK Customers

To return or exchange an item to us please email info@magic-castles.com with RETURN REQUEST in the subject line and we will aim to respond within 24 hours with a returns number.

 Before returning your items to us, please check: -

- The items for return are unworn, in re saleable condition, complete with all swing tags & packaging


- You have included your original delivery slip, with your preference for exchange or a refund clearly noted on the slip.


- If you wish to exchange your items, remember to specify for which product, colour & size, using the space provided on your invoice. We recommend that you include these details in your email oninfo@magic-castles.com so we can put the replacement item aside for you or advise if it is not available.

 

We cannot accept any responsibility for items that are lost in transit back to us, so we recommend you use a service with insurance for the full cost of the items, as well as signature on delivery.

Our returns address is:

Magic Castles Warehouse - 5 Thameside Industrial Estate, Factory Road, London E16 2HB

PLEASE mark it clearly Magic Castles returns and don't forget your original delivery note!

 

Returns FAQ's

Do I have to pay for my return?

Yes, the return is at your own cost. If you have chosen an item for exchange, we will ship the replacement back to you free of charge.

 

Can I exchange my order for completely different items?

If you are exchanging for items with a lesser value we will refund the difference. If you would like to exchange for items with a higher value, you will need to request a refund on the original order and place a new order for the replacement items of higher value. We will refund your original purchase as soon as we receive the goods back.

 

How long will it take to send out my exchange items?

We receive returns daily, Monday – Friday. We aim to process them within 48 hours of being received, although it can take longer during busy periods such as Christmas and sale.

 

Will I be charged tax or duty on my replacement item?

We mark all replacement shipments as ‘exchange’ or ‘replacement’ with ‘no commercial value’, on the basis taxes would have been paid on the original order. In the unlikely event the your local authorities request taxes on the replacement item, we recommend that you dispute these charges with them directly.

 

How long will it take to process my refund?

We aim to process all refunds within 48 hours of receiving the returned items. We will send you a confirmation email to notify you we have refunded your card. Please note: that refunds can take up to 10 days to credit on your account statement, dependent on the card issuer.

 

Colours

We have made every effort to display as accurately as possible the colours of our products that appear on Magic Castles. However, as computer monitors vary, we cannot guarantee that your monitor's display of any colour will be completely accurate.

All returns should be requested before you send your purchase back to Magic Castles. Unidentified items will be returned to the sender.

Got a question not answered here?

Drop into our inbox on info@magic-castles.com or use the Chat icon on the bottom right of screen.