Returns & Refund Policy
Last updated: 10-06-2025
At Mosaic Castle, we want you to be completely satisfied with your purchase. Please review our return and refund terms below:
1. Return Window
You have 7 days from the date you receive your item to request a return.
2. Return Eligibility
To qualify for a return:
The item must be in the same condition you received it
Unworn or unused, with tags and in original packaging
You must provide the receipt or proof of purchase
3. How to Start a Return
Email us at 📧 support@mosaiccastle.com to initiate the process
If accepted, we’ll send you a return shipping label and instructions
Do not send items back without requesting a return first — such returns will not be accepted
You may contact us at any time with return questions: support@mosaiccastle.com
4. Damages and Issues
Please inspect your order upon delivery.
Contact us immediately if:
The item is defective
The item is damaged
You received the wrong item
We will evaluate the issue and work to resolve it promptly.
5. Exceptions & Non-returnable Items
The following cannot be returned:
Perishable goods (e.g. food, flowers, plants)
Custom or personalized products
Personal care items (e.g. beauty products)
Hazardous materials, flammable liquids, or gases
Sale items or gift cards
If you’re unsure whether your item qualifies, feel free to contact us.
6. Exchanges
To exchange an item:
Return the unwanted item
Once accepted, place a new order for the item you want
7. EU 4-Day Cooling-Off Period
If your order is shipped into the European Union, you have the right to cancel or return it within 4 days — no reason required.
Conditions:
Item must be unworn/unused, with tags and original packaging
Must include receipt or proof of purchase
8. Refunds
Once we receive and inspect your return:
We’ll notify you of approval or rejection
If approved, your refund will be issued to your original payment method within 14 business days
Note: Your bank or credit card provider may take additional time to process and post the refund.