This exchange policy is only applicable to purchases made through CG Castle Group will not be liable if you purchase our items from any third party. We will not accede to any request for exchange.
Exchange is acknowledged and agreed by both parties (CG Castle Group and customer) via email.
Exchange only applicable on Defective or faulty item. Sale items and accessories (e.g. bags and earrings) are non-exchangeable due to hygiene purposes.
CG Castle Group takes pride in checking every piece of item before we mail them out. We apologize for mailing you a defective/faulty item. Please email with your order number, and a photograph of the defect. Postage will be reimbursed for all items deemed defective. All items mailed back must be unworn and unaltered in original packaging. If the replacement piece is no longer in-stock, store credit will be issued. *Minor variations in measurement (within 1cm ) is not considered a defect. Colours may appear slightly different in reality due to studio lighting conditions, or variances in computer screens calibration. We do however strive to ensure that screen colours are true to life, as much as possible. Kindly ensure that item is returned within 7days from the original date of receipt. CG Castle Group reserve the rights to reject returns that do not comply.
SingPost Registered Mail is strongly recommended. CG Castle Group will not take certificate of posting / photographs / receipts as proof of posting due to increased fraudulent abuse. Risk of lost mail is beared by the customer.
For defected/incorrect cases, CG Castle Group will only reimburse equivalent to SingPost postage regardless of other carriers used.
FOR RETURN DUE TO MANUFACTURER'S DEFECT:
Replacement item will be mailed to you after receiving your parcel.
Shipping postage will be reimbursed but only equivalent to SingPost Registered / Normal mail postage fees regardless of carrier used
FOR RETURN DUE TO INCORRECT ITEM RECEIVED:
Correct item will be mailed to you after receiving your parcel.
Shipping postage will be reimbursed but only equivalent to SingPost Registered / Normal mail postage fees regardless of carrier used.
CG Castle Group aims to resolve all issues as soon as possible, however we need your cooperation to email us at as soon as you discover the defects / mistake.
Please include your order number , name, mobile number and email , photograph of the defect and also tell us about the problem and we will get in touch with you as soon as possible.
You may also bring the item down to Castle Group 2 Jurong East Central 1 #02-07A J.Avenue at Jcube S609731 for an exchange at our concept store. Do note that it has to be within 3working days from item receipt.
Steps for mailing back to us as below:
Step 1: All items mailed back must be unworn and unaltered in original packaging and not a SALE item or an accessory, and return is within 3 days.
Step 2: Kindly mail the item back to us and remember to enclose / indicate your order number, name and contact number.
Our address: Castle Group 2 Jurong East Central 1 #02-07A J.Avenue at Jcube Singapore 609731
Step 3: Do allow 3 to 5 working days for your parcel to reach us.
Step 4: Once we received your parcel, we will email you with our follow up actions on the same working day.
IF YOU DO NOT HEAR FROM US WITHIN 7 WORKING DAYS OF MAILING THE PARCEL:
Please email us. Do provide as much information as possible. Including order number and tracking number.
Do note that SingPost Registered Mail is strongly recommended. CG Castle Group will NOT take certificate of posting / photographs / receipts as proof of posting due to increased fraudulent abuse. Customers will bear the risk of lost mail by using Normal Mail.
There will be no refund once an order/purchase had been placed.