Ordering something made just for you is a bigger decision than buying off a shelf — so here’s exactly what’s covered, in plain language, so you can order with confidence. Whether you’re in the US, the EU, the UK, Canada, or Australia, this is what stands behind every order.
If there’s an issue with your costume, we’ve got you
Your costume is a one-of-a-kind project, built from your own measurements, for you — which does mean it isn’t the kind of item you simply send back for a refund. But that also means we’re personally invested in getting it right for you. If something’s off, we’ll do everything we can to fix it, whichever side the issue came from:
If it’s on us — a mistake made during production — we cover the cost of fixing it, fully. For smaller issues, we’ll reimburse a local alteration near you; for bigger ones, we’ll cover return shipping, customs costs, and remaking and reshipping the item, all free of charge.
If it turns out to be a measurement issue, we’ll help you fix it. If it’s something adjustable near you, we’ll walk you (or a local tailor) through it. If a remake is genuinely needed, we’ll always calculate and show you the minimum cost to fix it before doing anything, so there are no surprises.
Just reach out within 1 month of receiving your order to flag any issue, and we’ll take it from there.
Changed your mind before we’ve started?
You can cancel free of charge any time before we’ve started production — no risk in placing your order. Once we’ve begun, the materials and workshop time already committed mean payments made at that point aren’t refundable.
If something happens in shipping
Every shipment is insured. If your order is lost or damaged in transit through no fault of your own, we’ll remake and reship it at no cost to you.
→ More in Shipping & Delivery
How to reach us
Email manager@castleemerald.org with your order number and what’s going on — or use our contact form. We’ll take it from there personally.
A couple of practical notes
A small number of our items are standardized pieces, made to our standard sizes and in the standard color shown, that don’t require your personal measurements to make — look for the “Non-custom” badge above the product name on the product page. If you’re in the EU, UK, or another country with an equivalent legal right, these specific items can be returned within 14 days of delivery, unused and in their original condition. If you choose a custom color for one of these items, it’s made to your specifications and is no longer non-custom, so the 14-day return no longer applies to it.
In the rare case a shipment is held up or destroyed by customs — whether because of import restrictions on the item, or because it wasn’t collected or a clearance fee wasn’t paid in time — a refund isn’t something we’re able to offer, since that’s outside our control once a parcel reaches customs. This is uncommon, and if it ever comes up, we’ll talk it through with you personally.
For the complete legal terms behind this page, see our Refund Policy.
