About Us

Castello boutique offers a one-stop shopping experience or expertly curated styles: luxury, designer and contemporary ready-to-wear are

Merchandised together in a sleek shopping environment alongside the season’s most coveted footwear and lifestyle products.

In the prestige area by the Navesink River is our boutique, Castello, located in Red Bank, NJ.

Founded by retail pioneer, Paul Kim, Castello Boutique is designed for those who crave understated luxury and modern design.

The philosophy of Castello is to provide a modern collection of wearable design collections for not only world-class brands, but also for emerging designer and promising brands for their valuable lifestyle.  Castello is the true destination for functional and stylish wardrobes with an extensive, yet discerning selection of designer ready-to-wear, footwear, and lifestyle products.

RETURN & EXCHANGE

RETURN POLICY

All items must be returned as new, unused, and with all Castello (and Brand) original packaging. This includes the protective plastic cover, garment bags, dust bags, and tags still attached. Returns that do not meet our policy or are not eligible for re-sale will not be accepted and will be returned to the customer.

A return fee of $12.00 will be deducted from your refund. When creating your RMA, please select all items you would like to return. The return fee will be charged per RMA/ label created.  

Returned items must be eligible for return, and will be refunded to the original form of payment.
Please ensure that all items are returned new, unused, and with all Castello (and Brand) original packaging. This includes the protective plastic cover, garment bags, dust bags, and tags still attached. Shoes must be returned within their original boxes. For hygienic purposes, underwear, pierced jewelry, make-up and skincare products may not be returned or exchanged. Naturally any faulty items can be returned. Any non-faulty items that are not in their original condition, suitable for resale (i.e. used, washed, soiled or damaged), will not be refunded and sent back to you.

 

Late Returns

Items you wish to return must be returned within 14 days of receiving the last item in your order. Returns outside of this limit will only be accepted at our discretion.

Returns on Special Orders

All special orders, Pre-order and Madetoorder items, are non-refundable.

Merchandise purchased on sale for 50% off or more, and items marked as Final Sale are non-refundable and may not be returned.

 

Clothing

All clothing must be returned in their original packaging, ie: protective plastic covering, garment bags, and tags attached. Please be careful when trying on your new items if still considering returns. Small stains, makeup, and dye stains from other clothing will be reason to reject a return.

 

Bags

Please keep handbags in their original condition. When handling light-colored bags, please keep caution with other clothing and dyes, to prevent stains.

 

Shoes

Please maintain the original condition of shoes. Shoes will only be accepted for return if the soles are not marked or scratched from wear, and the condition of the shoe box is maintained. Dust bags and shoe boxes are a part of the product and must be included in your return. Please use a separate box to put your shoe box in when returning to protect from damage.

 

Order Changes & Cancellation

Castello is not able to alter or cancel orders once they have been placed. Refused packages are subject to a restocking fee $___. If you would like to change the size of an item in your order, the item will need to be cancelled, and a new order must be placed.

Exchanges

Castello does not accept exchanges. Customers must follow the return process (stated above) for any unwanted products, and will need to place a new order for their desired product. A return fee will be applied.

 

Damaged / Faulty Goods

If there was a mistake on the part of Castello , or in the case an item was faulty or damaged when received, customers will be reimbursed for both delivery and return shipping charges, and you may return it for a refund.

 

 

Return Process

To Return an item in your order, simply create a Return Merchandise Authorization (RMA), and wait for your return label to be sent to you. Once you receive your return label, you must ship your package back within 2-3 business days to ensure your return is approved and your refund will be processed.

Please follow the steps below to create a RMA for your purchase.

If you purchased your order through your W account:

1. Log into your account and click “My Account”.
2. Click on “My Returns” on the left side of the page and click “Request New Return”

3. Find the order you would like to return, click on the item(s) you would like to return, and reason for return.

4. Click “SUBMIT REQUEST” 

Guest Orders:

If you’d like to make a return, but did not have an account when the order was placed, please go to “Order Status” at the bottom of the page to find your order or you may go to this page directly through the link: castellostore.com

 

2. Enter your Order ID, the Billing last name, and enter your email address.

3. Click on “Request Return” at the top of the page and enter your information.

4. Click “Request New Return” and follow the steps to complete your request.

 

You should receive 2 confirmation emails: the first email will confirm your request for the return with your RMA Packing Slip attached. The second email will include your return label, once the request is approved. (Please allow 1-2 days for your return to be approved).

• In “MY RETURNS”, click “PRINT RMA PACKING SLIP”, and include this sheet in your returned package.
• Then click “CONFIRM SHIPPING” and ship this package back to us via UPS/ 

Once your return has been received and processed, you will be notified via email. 
Returns are processed within 1-3 business days of receipt. Please allow an additional 1-3 business days for your refund to be re-adjusted back to your account.

 

 

Return Shipping

 

Please drop off your package at your nearest UPS location and ship out within 2-3 business days.

If your package exceeds our 14 day limit policy, we will have to return package back to you.

If you choose to arrange a pick up by UPS, these fees will not be covered by Castellostore.com

 

 

Please contact our Customer Care at customerservice@castellostore.com for any questions on returns/refunds. 

SHIPPING & HANDLING

ORDER PROCESS

 Once your order is placed, your order will be processed within 1-3 business days.

You will receive your Order Confirmation Email as soon as we’ve received your order.

Please allow about 1 week for your order to remain in the “Processing” stage, after your order has been processed.

*This does not mean we have not received your order. Your order is being prepared/manufactured, and readied for shipment*

 

If you have placed an order as a Guest Order,  you may search your order in our “Order Status” link at the bottom of the page.

 

 

 

PAYMENT PROCESS

Once your order is fully processed and your card has been authorized, payment will be taken immediately and you will receive a confirmation email that your order has been successfully charged.

 

Any “PENDING” charges shown in your bank account will be removed once payment has been completed. If you notice any pending amounts in your statement, please allow 1-3 days for these transactions to disappear.

 

If you have any questions about payment or pending transactions, please contact our Customer Service Department at: hello@wconcept.com or (201) 500-3411 directly for further inquiries about your order. 

 

 

 

SHIPPING& HANDLING

W Concept ships to all 50 states of the United States, and Canada.

 

We do not provide International shipping outside of these countries at the moment.

Standard Ground service is not available to Alaska, Hawaii, or Puerto Rico. 

 

Free Shipping is available on orders of $150 or over within the United States.

Unfortunately we do not offer Free shipping to Canada.

 

For items that are marked “Overseas Items”, W Concept will be liable for all duties and customs fees (except for Canada). Please do not accept any additional fees upon delivery. Customs duties and taxes may be additionally charged upon delivery for orders being shipped to Canada.

 

“Overseas items” in your order will take about 1 week to complete in the “Processing/Production” stage.

This stage is included in the shipping length shown below (10-15 business days/ 15-30 business days).  Please check the type of shipping according to each product (Standard/ Pre-Order/ Made-to-Order).

 

Signature upon delivery is required, no exceptions.
We do not accept PO Boxes for delivery.

 

 

OVERSEAS ITEMS ( Products Shipped from Overseas

All items marked as “Overseas Items” ARE NOT ELIGIBLE FOR EXPRESS SHIPPING. 

We are unable to provide express shipping services for our Products marked as Overseas Items.

“Overseas Items” require additional time for processing, in addition to transit time. 

• Overseas Items: STANDARD (10-15 business days) 
• Overseas Items: PRE-ORDER (15-30 business days) 
• Overseas Items: MADE TO ORDER (15-30 business days)

W Concept is not responsible for delays in shipping or delivery, due to natural and or uncontrollable events. Additionally, W Concept is not responsible for delays related to the courier itself (such as customs clearance). Unfortunately we do not have control over these delays.

Transit time does not include Saturday, Sunday, or Holidays.

 

 

PARTIAL SHIPPING

W Concept would like our customers to receive their items as fast as possible. If you do not receive your entire order at once, please do not worry.

We will partially ship items from your order that are fully processed and ready to be shipped. This is so you will not have to wait for your entire order to be ready, before receiving any of your items.

Please refer to the Estimated Delivery Date (provided for each item in your order).

 

 If this date has passed, please contact our customer service department at hello@wconcept.com or call (201) 500-3411 directly for further inquiries about your order.

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