Shipping & Returns

CastaliaLux offers secure worldwide delivery through DHL Express.

We ship internationally to destinations served by DHL Express, subject to applicable laws, customs regulations, carrier restrictions, and any limitations affecting the destination country.

Each shipment is fully tracked. Once an acquisition has been dispatched, the collector receives a DHL tracking reference allowing the shipment to be followed throughout its journey.

Orders are ordinarily prepared and dispatched within one business day. The usual DHL Express transit time is approximately 2–4 business days worldwide from the date of dispatch.

Delivery estimates refer to business days and do not include weekends, public holidays, customs inspections, exceptional weather, security procedures, or other circumstances beyond the reasonable control of CastaliaLux or DHL Express.

Although DHL Express delivery is generally swift, transit times remain estimates rather than guarantees.

The safe arrival of every object is a fundamental part of the CastaliaLux standard.

Each acquisition is prepared individually, with particular attention to its materials, construction, age, condition, and decorative elements. Packaging is selected according to the specific requirements of the object rather than applied as a uniform commercial procedure.

Objects are carefully wrapped in protective paper and appropriate protective layers designed to shield the surface from friction, pressure, moisture exposure, and movement during transport.

Additional cushioning and internal support are used where required. Particular care is given to structured tailoring, embroidery, beadwork, delicate textiles, metal hardware, sculptural buttons, fragile embellishment, and other elements that may require reinforcement or immobilisation.

The protected object is then placed inside a robust, impact-resistant shipping box selected to withstand the demands of international express transport.

Where appropriate, the interior of the box is further stabilised to minimise movement throughout the journey.

Packaging is not treated as an afterthought. It forms part of our responsibility for the preservation of the object itself.

Our intention is precise: every acquisition should arrive in the same condition in which it left the gallery.

Collectors are asked to retain all external and internal packaging until the object has been fully inspected.

The applicable shipping charge is displayed during checkout before the acquisition is confirmed.

Shipping costs may vary according to destination, dimensions, weight, declared value, insurance requirements, and any special handling required by the object.

The collector will always be able to review the applicable shipping cost before completing payment.

No undisclosed delivery charge will be added after an order has been placed.

All CastaliaLux shipments are sent through DHL Express with end-to-end tracking.

A signature may be required upon delivery. The collector should ensure that an authorised recipient is available at the delivery address.

DHL Express may contact the recipient directly regarding delivery arrangements, customs clearance, import documentation, or payment of applicable duties and taxes.

The collector is responsible for providing:

• a complete and accurate delivery address;
• a valid telephone number;
• a valid email address; and
• any information required by DHL Express or the customs authorities of the destination country.

For security reasons, requests to redirect a shipment after dispatch may be restricted and cannot always be accommodated.

CastaliaLux cannot be responsible for delays or failed delivery caused by inaccurate or incomplete recipient information.

Objects available for fulfilment within the United States, United Kingdom, or European Union may be delivered within the relevant region without import duties being charged to the collector, where this is expressly indicated during checkout or in the acquisition information.

For other international destinations, the recipient may be responsible for import duties, customs charges, taxes, brokerage fees, clearance costs, or administrative charges imposed by the destination country.

These charges are determined by local authorities and are outside the control of CastaliaLux and DHL Express.

Unless expressly stated otherwise during checkout, import duties and taxes are not included in the purchase price or shipping charge.

The collector is responsible for understanding the import requirements applicable to the destination country and for supplying any information or documentation requested by customs authorities.

CastaliaLux declares shipments accurately and in accordance with applicable legal and customs requirements. Commercial acquisitions cannot be undervalued or declared as gifts.

Customs processing may occasionally extend the delivery period. A customs delay does not constitute loss or non-delivery.

A shipment should not be refused or left unclaimed in order to avoid customs formalities, import duties, taxes, brokerage fees, or delivery charges.

Where delivery cannot be completed because the recipient:

• supplied an incorrect or incomplete address;
• did not provide information required for customs clearance;
• declined to pay applicable import charges;
• failed to accept or collect the shipment;
• refused delivery without an authorised reason; or
• otherwise prevented successful delivery,

the shipment may be returned to CastaliaLux.

Any return transport costs, duties, taxes, brokerage fees, storage charges, customs expenses, or other costs incurred as a result may be deducted from any amount that may legally be refundable.

Any refund that is required or expressly approved can be considered only after the object has been safely returned to CastaliaLux and inspected.

Final Sale

The CastaliaLux gallery is composed of rare, collectible, vintage, and frequently unique objects.

Each object is individually selected, examined, photographed, measured, and described. Detailed condition information is provided so that the collector may consider the acquisition carefully before completing the purchase.

For this reason, all acquisitions are final sale.

CastaliaLux does not accept standard returns or exchanges because of:

• a change of mind;
• personal preference;
• fit or sizing;
• colour variation caused by individual screens or display settings;
• an object not corresponding to personal expectations where it was accurately described;
• signs of age, storage, craftsmanship, previous wear, or restoration already disclosed on the product page;
• import duties, taxes, brokerage charges, or customs requirements; or
• a delay caused by customs processing or circumstances outside the reasonable control of CastaliaLux.

Collectors are asked to review all photographs, measurements, condition notes, materials, and product information carefully before completing an acquisition.

Questions, requests for additional measurements, or requests for further photographs should be submitted before purchase.

The final-sale policy does not affect rights that cannot lawfully be excluded under applicable consumer law.

Incorrect or Materially Misdescribed Objects

Please contact CastaliaLux promptly if the object received is materially different from the object ordered or materially inconsistent with the description provided at the time of purchase.

The collector should provide:

• the acquisition or order reference;
• a clear written description of the issue;
• detailed photographs of the object;
• photographs showing the relevant discrepancy; and
• any other information reasonably required to assess the matter.

The object must not be worn, used, altered, cleaned, repaired, restored, or sent to a third party before CastaliaLux has reviewed the issue and provided instructions.

Where the object is confirmed to be incorrect or materially misdescribed, CastaliaLux will provide the appropriate remedy in accordance with the circumstances and applicable law.

Transit Damage

Every object is packaged with exceptional care. Nevertheless, in the rare event that an acquisition arrives with visible damage caused during transport, the collector should contact CastaliaLux as soon as possible and preferably within 48 hours of recorded delivery.

The notification should include:

• the acquisition or order reference;
• photographs of the object;
• photographs of the external shipping box;
• photographs of all internal packaging;
• photographs of the shipping label; and
• photographs showing any visible impact, compression, puncture, moisture exposure, or other transport damage.

The collector should retain all packaging materials until the matter has been fully reviewed.

The object and packaging must not be altered, discarded, cleaned, repaired, or returned independently, as the original materials may be required for a DHL Express or insurance assessment.

The 48-hour notification period assists CastaliaLux in documenting the claim promptly. It does not remove any longer mandatory right or remedy that may apply under applicable law.

Authorised Returns

An object may be returned only where:

• CastaliaLux has expressly authorised the return in writing; or
• the return is required under applicable law.

Objects must not be sent back without prior written instructions.

Unauthorised returns may be refused, delayed, or returned to the sender.

Where a return is authorised, CastaliaLux will provide the relevant return address, shipping instructions, and required documentation.

The object must be returned:

• in the same condition in which it was delivered;
• unworn and unused;
• with all labels, documentation, accessories, and accompanying materials;
• in the original protective packaging wherever possible; and
• using the approved tracked and adequately insured shipping method.

The collector remains responsible for the object until the authorised return has been recorded as delivered, except where applicable law provides otherwise.

Refunds

Where a refund has been expressly approved or is legally required, it will be processed after the returned object has been received and inspected.

Approved refunds are ordinarily issued to the original payment method.

The time required for funds to appear may depend on the payment provider, issuing bank, currency, and jurisdiction.

Original shipping charges, return shipping charges, duties, taxes, customs fees, brokerage charges, payment-processing charges, and currency-conversion differences are refundable only where required by applicable law or expressly confirmed by CastaliaLux.

A reduction may be applied where legally permitted if an authorised return is received in a condition different from that in which it was delivered, or if accompanying materials are missing.

For questions concerning shipping, tracking, customs clearance, delivery, transit damage, or an authorised return, please contact CastaliaLux through the contact details or enquiry form provided on the website.

Please include the acquisition or order reference in all correspondence.