Refund policy

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.

Taxes and Duties

For orders shipped to the United States: All applicable import duties and local taxes will be calculated and added to your total at checkout. By paying these fees upfront, your order will be delivered with no additional costs due at the time of delivery.

For all other orders shipped outside of the European Community (incl. United Kingdom and Norway): These 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. Once the parcel has been cleared by customs, duties need to be paid to the local border (unless prepaid for US orders). If a client refuses the duties charges, Chateau Orlando will then refund the order net of shipping costs and duties.

Return on sales items

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 or contact our customer support at customers@chateauorlando.com.

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. We shall confirm your request by sending you an email containing: the Return Authorization Number (R.A.N.), the shipping label and instructions.

Returns outside the EU (including the USA, UK and Norway): If you wish to return items from outside the European Union, you shall notify our team (returns@chateauorlando.com) within 14 days of reception. Once approved, Chateau Orlando shall arrange the return. The cost of return shipping will be deducted from the total refund amount. Please note that import duties and taxes paid at the time of purchase or delivery (US customers) are strictly non-refundable.

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. For all other countries, Chateau Orlando does not take responsibility for the costs related to returns. Return shipping costs will be deducted from your refund. Additionally, any duties and taxes previously paid are non-refundable. 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, items will undergo quality control. They should be returned without any fault, stain, and with original labels attached. If approved, a refund will be credited to the original payment method. Please note that shipping costs and any duties paid (whether prepaid at checkout for US customers or paid upon delivery for other international customers) are non-refundable. Please allow 14 working days for the process to be completed.