Handmade for your order

Most pairs are handmade after you order. US warehouse stock can ship sooner when your chosen style and size are available.

We keep selected styles and sizes in our US warehouse. When the pair you order is in stock there, it can be prepared for dispatch from existing stock. Otherwise, we generally make your shoes by hand before shipping them. A product being available to order does not necessarily mean it is ready to ship.

Standard shipping & free delivery

Free standard shipping on eligible orders of US$69.99 or more to supported destinations.

For the standard shipping zones shown at checkout, orders below US$69.99 have a standard delivery charge of US$10. Orders of US$69.99 or more qualify for free standard shipping. These amounts are in US dollars; the final eligibility, amount and currency are confirmed at checkout for your delivery address and order. Free standard shipping does not include paid delivery upgrades.

For change-of-mind returns from orders that received free standard shipping, see the refund policy for the US$10 original shipping deduction and its exceptions.

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Destination	Standard shipping estimate
United States	5–20 business days in transit
Other supported destinations	10–20 business days in transit

These are estimated shipping times after dispatch, not a guarantee of delivery from the date you place your order. Handmade production and order preparation take additional time. Available shipping services and their final prices are shown at checkout.

US warehouse stock or made to order?

\nAvailable in our US warehouse: your chosen style and size can be prepared from stock, without waiting for a new pair to be made.
\nNot available in our US warehouse: your pair is generally handmade for your order, then prepared and shipped once production is complete.

Production time depends on the style, size and current workload. Please contact us before ordering if you need to confirm US warehouse availability or the expected production time for a particular pair.

Planning for an event

If you are shopping for a wedding, prom, party or another date-specific occasion, allow time for both production and shipping. Contact us with the product, size, delivery destination and date you need your shoes before placing your order. Choosing faster shipping, when available, does not remove the time needed to handmake a pair.

Tracking & delivery

Tracking details are provided when your order is dispatched. Business days exclude weekends and public holidays. Carrier delays, customs checks, busy periods and other circumstances can affect delivery estimates.

Enter a complete delivery address, including your recipient name and any apartment or unit number. Check address restrictions for the delivery method you select; DHL does not deliver to PO boxes. International duties and taxes, where applicable, are confirmed under the terms shown at checkout.

Questions about your order?

For stock checks, production estimates or delivery questions, email service@aachcol.com or visit our contact page. For an existing order, include your order number.

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We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at service@castamere.com. Please note that returns will need to be sent to the following address: No. 128 Daoxiang Road, Pidu District, Chengdu, Sichuan, China

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at service@castamere.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at service@castamere.com.

Free standard shipping and returns
For orders placed on or after October 15, 2026 that received free standard shipping, an approved change-of-mind return will have US$10 deducted once per order from the refund for the original outbound shipping. This deduction is separate from any cost to ship the item back. It does not apply if we supplied a defective, damaged or incorrect item, or where applicable law requires a full refund, including statutory cancellation rights. We will confirm the refund amount before processing it.

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