Refund policy
Castles & Palms Shipping, Return & Refund Policy
At Castles & Palms, every order is created to bring a little more magic, adventure, and imagination into your everyday world. Because each item is made especially for you when you order, our return and refund policy is a little different from traditional retail.
✦ Returns & Exchanges
Every Castles & Palms item is printed to order just for you through our trusted production partner, Printify.
Because products are made on demand, we do not accept returns or exchanges for:
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Ordering the wrong size
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Choosing the wrong color
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Changing your mind
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Incorrect shipping addresses entered at checkout
Please review the product details and size guide carefully before placing your order.
✦ Damaged, Defective, or Incorrect Orders
If your order arrives damaged, defective, misprinted, or you receive the wrong item, we'll be happy to help make it right.
Please contact us within 14 days of delivery at:
Please include:
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Your order number
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A brief description of the issue
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Clear photos showing the product and the issue
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Photos of the packaging, when relevant
Once we review your request, we may arrange a replacement or refund if the issue qualifies.
✦ Lost Packages
If your package has not arrived and the tracking information indicates a possible delivery issue, please contact us at:
We'll review the tracking information and work with our production partner and shipping carrier, where applicable, to determine the best available solution.
Please note that Castles & Palms is not responsible for packages delivered to an incorrect address entered by the customer during checkout.
✦ Order Changes & Cancellations
Because made-to-order products can move into production quickly, order changes or cancellations must be requested within 4 hours of purchase.
We cannot guarantee that a change or cancellation can be completed once an order has entered production.
If you need assistance, contact us as soon as possible at:
✦ Refunds
Approved refunds will be issued to the original payment method used for the purchase.
Depending on your bank or financial institution, it may take approximately 5–10 business days after the refund is processed for the funds to appear in your account.
Original shipping charges may not be refundable unless the refund is related to a qualifying damaged, defective, incorrect, or otherwise eligible order.
✦ Shipping Information
Castles & Palms products are made to order. This means your item is produced after your order is placed before it begins its journey to you.
Production and shipping times may vary depending on:
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Product availability
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Order volume
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Destination
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Shipping carrier
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Holidays
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Weather
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Other circumstances outside our control
Estimated delivery dates are estimates only and are not guaranteed.
Once your order ships, tracking information will be provided when available.
✦ Incorrect or Incomplete Shipping Addresses
Customers are responsible for providing a complete and accurate shipping address at checkout.
If you notice an error shortly after placing your order, contact us immediately at:
Because orders move into production quickly, we cannot guarantee that shipping information can be changed after an order is submitted.
Orders shipped to an incorrect address provided by the customer may not qualify for a replacement or refund.
✦ Need Help?
Have a question about your order or need help finding your way?
We're happy to help.
Castles & Palms
Email: hello@castlesandpalms.com
Website: castlesandpalms.com
Thank you for supporting Castles & Palms. Every order helps us keep creating original worlds filled with kingdoms, dragons, enchanted woods, distant seas, moonlit skies, adventure, and a little everyday magic.