Return & Refund policy
We want you to love your purchase! If something isn’t quite right, we’re here to make it right.
Easy Returns
You have 14 days from delivery to return items for any reason. We accept returns of both defective and non-defective products, and exchanges are always welcome.
Return Process
Step 1: Contact us first at support@bycastello.com
Step 2: Provide your order number and the reason for your return
Step 3: We will send you a return address and instructions
Step 4: Pack your item securely with the original packaging and tags, then send it back to the provided address
Please do not return anything without contacting us first — this helps us process your return faster!
Return Shipping Costs & Address
For voluntary returns (e.g. wrong size, changed mind), you are responsible for return shipping costs, which are typically £5–8 via standard post.
For defective or incorrect items, we will provide a free return label and cover all return shipping costs.
Return Address:
ByCastello Returns
KM Medias
C.J. Hambros Plass 2c
0164 Oslo, Norway
Processing time: 5–7 business days
What Can Be Returned
We accept returns if items are:
- Unworn, unused, and in new condition
- Returned with all original tags and packaging
- Returned within 14 days of delivery
Free Returns for Defective Items
If we sent you something defective or incorrect:
- You’ll receive a free return label
- We’ll refund the full product amount plus original shipping costs
Refunds & Processing
- Refunds are processed within 7 business days after we receive your return
- Refunds are made to your original payment method
- You can also choose store credit or an exchange
Exchanges
Want a different size or color?
Just contact us at support@bycastello.com — we’re happy to help!
Defective Items & Manufacturing Issues
- Contact us immediately — we will make it right
- Covered within 14 days of delivery
- We cover all return costs for defective or incorrect items
- Fast resolution — your satisfaction is our priority
Important Instructions
- The 14-day return period starts from the delivery date, not the order date
- Always contact us before returning
- Refused deliveries: Return shipping costs are your responsibility
Cannot Be Returned
- Items returned after 14 days (but contact us — we may still be able to help!)
- Items that are used, worn, or damaged
- Items without original labels or packaging
Contact us
If you have any questions about the above, or if you wish to exercise any of the rights you have, please call or email us at support@bycastello.com
Company name: KM Medias
Address: C.J. Hambros Plass 2c, Oslo, 0164, Norway
Email: support@bycastello.com
Contact us on this page: Click here
Company number: 76900393
Customer service: Monday to Friday between 9.00 and 17.00
Phone Number: +44 7488 812911