Delivery Rates & Times
Due to the current pandemic restrictions & our aim to keep our team safe we are working with a skeleton staff and shipping Monday to Friday only. DHL times are estimated as they are currently operating a slightly reduced service. Normal service will be resumed as soon as is safe to do so.
Please bear with us as we navigate the muddy waters of Brexit, new legislation, a mountain of extra paperwork and duties.
Currently our prices are not landed for outwith the UK and you are responsible for checking and paying your own duties. We are working on this and prices will soon be shown as landed for Europe.
UK - orders over £150 = FREE via DHL - 1-2 working days
UK - orders under £150 = £5 via DHL - 1-2 working days
USA - orders over £200 = FREE via DHL - 1-3 working days
USA - orders under £200 = $15 via DHL - 1-3 working days
EUROPE - orders over £200 = FREE via DHL - 1-2 working days
EUROPE - orders under £200 = £10 via DHL - 1-2 working days
REST OF THE WORLD - orders over £200 = FREE via DHL - 2-5 working days
REST OF THE WORLD - orders under £200 = £20 via DHL - 2-5 working days
* unfortunately, we cannot guarantee same day dispatch during sale / special promotion / pandemic periods.
VIP - for orders to Russia, due to strict laws we can only ship to a company address not residential addresses.
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.
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 email@example.com with RETURN REQUEST in the subject line and we will 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 invoice, with your preference for exchange or a refund
- 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 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 Returns
49 Lamb’s Conduit Street
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.
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?
Email us on firstname.lastname@example.org