CASTEL & CO
Frequently Asked Questions
Do you offer returns?
RETURNS & EXCHANGES
We want you to love your pieces.
Earrings are final sale due to hygiene reasons.
All other jewellery may be returned within 14 days of receiving your order for a refund, exchange, or store credit, provided items are unworn and in original condition.
What are the return conditions?
To be eligible for return:
• Items must be unworn and in original condition
• All original packaging must be included
• Returns must be lodged within 14 days
How long do refunds take?
Once your return is received, refunds are processed within 5 working days.
Please allow additional time for your bank to clear the funds.
Who covers return shipping?
Return shipping costs are the responsibility of the customer.
Can I exchange my item?
Yes - if your piece is eligible, we’re happy to arrange an exchange.
Simply follow the return instructions provided with your order or email us and we’ll guide you through the process.
How much does shipping cost?
New Zealand - $7 NZD standard shipping for up to 3 pieces. $10 for 4 - 8 pieces.
Australia - $10 AUD standard shipping for up to 3 pieces. $17 for 4 - 8 pieces.
Rest of the World - Calculated at checkout
We ship worldwide using trusted carriers
including AU Post, DHL and FedEx.
Where do you ship from?
All orders are shipped from Mount Maunganui, New Zealand.
How long will my order take?
We aim to dispatch all orders within 1–2 working days.
Delivery estimates:
• NZ: 1–3 working days
• Australia: 3–7 working days
• International: 5–10 working days
During busy periods, dispatch times may be slightly longer.
Will I receive tracking?
Yes - once your order has been dispatched, you will receive a tracking link to follow your delivery.
Do you ship internationally?
Yes - we ship worldwide using trusted carriers including AU Post, DHL and FedEx.
Will I need to pay duties or taxes?
Depending on your location, duties or taxes may apply. These are set by your local customs authority and are the responsibility of the customer.
What payment methods do you accept?
We accept:
• Visa
• Mastercard
• AMEX
• Afterpay
Is my payment secure?
Yes - all payments are processed securely through Shopify.
Your card details are never stored.
What materials are your pieces made from?
Our jewellery is crafted using stainless steel with 18k gold plating, chosen for its durability, hypoallergenic properties, and suitability for everyday wear. Please refer to individual product pages for specific details.
Is your jewellery suitable for sensitive skin?
Yes - our pieces are designed to be hypoallergenic and suitable for most sensitive skin types.
Can I wear my jewellery in water?
While our pieces are designed for everyday wear, we recommend removing jewellery before swimming, showering, or exercising to preserve the finish and extend longevity.