Shipping & Returns
Shipping Methods and Costs
We aim to dispatch all orders within 1-2 working days (Monday-Friday) from the order date. Any order placed after 12 P.M. ET will be processed the following business day.
All orders are shipped with MBE Standard/MBE Express service depending on location.
Delivery timings as well as shipping rates, may vary according to the destination address.
Your rate will be automatically calculated at checkout.
Shipping Delays
We invite you to consider the delivery times indicated above only as a reference and estimation. You will always be able to track your order when logged in your Account.
We do not take responsibility for any delays caused by destination customs clearance processes.
During holidays and peak periods, your order may take longer than anticipated.
DDU (Delivery Duties Unpaid)
Please note that orders shipped outside of the European Community may be served as DDU (Delivered Duty Unpaid) and may be subject to import duties, local taxes and customs fees.
Payment of these DDU fees is the sole responsibility of the Client. We recommend you contact your local customs authority to determine a landed cost price prior to purchase completion.
Please be aware that some shipments may experience delays due to the customs clearance process. This is unfortunately outside of our control and we cannot take responsibility for any delay.
How can I return my order?
Returns within the EU:
You have 14 days to request your return to our team, followed by 14 days to have your order physically returned to us.
To request a return authorization please contact us via email (returns@chateauorlando.com) indicating your: name, email address and order number. Please specify what items you intend to return.
We shall confirm your request by sending you an email containing: the Return Authorization Number (R.A.N.), the shipping label and the instructions to follow to return the goods.
Returns outside the EU:
If you wish to return some items from a country outside the European Union, you shall notify our team by sending an email (returns@chateauorlando.com) within 14 days from the reception of your parcel. Once your request is approved, Chateau Orlando shall arrange the return. The return costs will be then deducted to the total amount of the refund.
Do I have to pay to return my order?
- For customers residing in the European Union, the return of a product is free of charge. All costs will be covered by chateauorlando.com.
- chateauorlando.com does not take any responsibility for the costs related to any return from countries outside the EU. Please note that you should also consider duties and taxes when returning the parcel. The return costs will be then deducted to the total amount of the refund.
- Note that if you decide to use a courier of your choice, the return is under your responsibility until it is delivered to our warehouse.
How long does it take for my refund to be processed?
As soon as we receive and process your return, your order will pass through a quality control and all items will be carefully analyzed. They should be returned without any fault, stain and with their original labels still attached.
If this phase is approved, a refund will be credited to the original payment method. Please allow 14 working days for the whole process to be completed. Once the refund is processed, you will receive a confirmation email. Please note that eventual shipping costs and duties paid are not refundable.
If your order has been paid by bank transfer please contact our team via email: returns@chateauorlando.com
It may take at least ten days for the refund to be credited to your account, due to bank-processing times.
Returns on Sales
We do not accept returns or exchanges on sale items. All sales of discounted products are final. We encourage you to carefully review the product details, including the size, color, and condition, before making your purchase. If you have any questions or concerns about a product, please contact our customer service team for assistance.
