CONTACT US

Contact Customer Service at customercare@mercedescastillo.com or by phone at (855)-982-9796 from 10am to 8pm EST, Monday - Friday. For all public relations inquiries please email Press@mercedescastillo.com.

PRODUCT CARE

MercedesCastillo.com will provide care instructions for our high quality products in each order package.

SHIPPING POLICY

Shipping Carrier: Most items are shipped via the United Parcel Service (UPS). All orders ship from the west coast. Deliveries are made Monday through Friday (except on holidays). No orders are processed on Saturday and Sunday.

Standard/Ground Shipping, please allow seven to ten (7 to 10) business days from shipment to delivery.

Next Day air shipments placed and confirmed by 10AM EST are delivered by the next business day. If there is a holiday during this time, shipments will be delayed. Orders shipped to Hawaii and Alaska can only be shipped via express delivery. Please choose Next Day air for your ship method.

3 Day air shipments placed and confirmed by 10AM EST are delivered within 3 business days. If there is a holiday during this time, shipments will be delayed.

Shipping Restrictions: UPS will not deliver to PO Boxes or Military APO or FPO boxes. Please enter a Street address in the U.S for your ship to address.

Shipping Costs: 

Orders placed with Ground Service will cost Twelve United States Dollars ($12 US).

Orders placed with 3 Day air will cost Seventeen United States Dollars ($17 US).

Orders placed with Next Day air will cost Twenty Seven United States Dollars ($27 US).

Out-of-Stock Items: Due to special order requests, the high volume of purchases through the MercedesCastillo.com website and sometimes to circumstances beyond our control, some items may not be available. Please contact Customer Service via e-mail at Customercare@mercedescastillo.com if you have questions about our delivery capabilities.

RETURNS

Online Purchases:

If you are not satisfied with your order for any reason, we will accept the return of full-priced items that are in new, unused condition, with original tags attached and when accompanied by an original Mercedes Castillo receipt/invoice within 30 days of receipt. Contact for the US: (855)-982-9796 (9am to 7pm EST, Monday - Friday) or Customercare@mercedescastillo.com

Please be sure to include all unused items in their original received packaging with all tags in place in order to receive a refund on Full Price merchandise within 30 days of receipt. Any items not in their original packaging or which appear worn/used will not be considered for return/refund and will be returned to sender.  Any items returned outside the regulated timeframes will also not be considered for return/refund and will be returned to sender.

Please ship your packaged return, to the address below. All returned packages must be shipped using a service that tracks shipments, such as UPS, FedEx or USPS (ask for services that have tracking options). Once you ship your returned items through such a provider, you will be able to use its online tracking system to know when we have received your package.

Attention: Return Department

www.MercedesCastillo.com
29120 Commerce Center

Valencia, CA 91358

 

Credits for Returned Products

We will credit or refund the value of the merchandise total and any taxes you were charged for those products that meet the conditions described in this policy to be accepted as a returned product. Refunds will be given in the same form of payment as the original purchase. Adjustments to credit cards will be made within two (2) billing cycles.

Please allow a minimum of fifteen (15) business days for your return to be received and processed. You can anticipate a refund within thirty (30) business days from when the return is received. We will credit or refund the value of the merchandise total. Refunds will be given in the same form of payment as the original purchase.

NOTE: All online orders must be returned to MercedesCastillo.com. Please follow our return shipping guidelines on the return form placed in your shipment. If you are unable to print this form, contact Customer Service by calling (855)-982-9796 or sending an email to info@mercedescastillo.com. Please complete and include the return form that came with your order.

 

We are unable to accept returned merchandise obtained from a retailer other than www.MercedesCastillo.com. To return products purchased at another store, please return the product to the retail location where it was purchased. If the retail location will not accept your return, please call Customer Service at (855)-982-9796

 

DAMAGED OR DEFECTIVE PRODUCTS

Damaged or Defective products that are returned to MercedesCastillo.com are inspected by our Quality Assurance Department.

Please note the life expectancy of any product depends on the individual using the product, the conditions of use, and the characteristic wear patterns of the user. Products damaged by normal wear and tear or that have exceeded the reasonable life of the product are not replaced.

We are unable to repair damage caused by regular wear and tear. Customers enjoy a one year warranty on our merchandise for damage caused by manufacturing defects.  If any manufacturing defects occur within one year from your purchase timeframe, repairs are on us (kindly send us your receipt and proof of purchase). You may choose to contact customer service team 24/7 via e-mail or phone during business hours (10AM – 8PM EST) please include:

  • the style name or number (can be found on the white label inside the product)
  • photos of the item clearly showing the problem
  • a copy of the proof of purchase (original receipt, pack slip, or credit card statement)

Manufacturing defects include, but are not limited to: broken hardware/heels and malfunctioning zippers. This guarantee does not cover normal wear and tear or damages arising from dye transference, accidents, and misuse or from any alteration, service or repair performed previously to claim.

If the merchandise received as a substitution for a damaged or defective product is unsatisfactory, please note that it must be returned to us for an exchange within thirty (30) days, unworn, in the original packaging with the tags and labels intact.