Frequently Asked Questions
Returns and Exchanges
How do I return or exchange my order?
- Send us a return request by email at email@example.com. Please include the following information: (i) “Return Request for Order MC-####” in the email subject header, and (ii) specify any relevant information, including your reason for returning the item.
- Please wait for us to acknowledge your return request via email. We usually respond very quickly but please note that there may be a slight delay for any requests sent outside normal working hours 9AM–5PM EST.
- When your return request is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package.
- Ship the packaged shoes to our warehouse within 7 days of the return label receipt.
- Once the item has been received and processed at our warehouse, we will notify you if the return has been approved. We will then issue a refund to the original method of payment (less any restocking or shipping fees that may apply). Remember that it can take some time for your bank or credit card company to process and post your refund, and they may apply fees for doing so.
What is my order number?
Online order numbers start with the letters “MC-” followed by 4 digits (“MC-####”). You will see this at the top of your original order confirmation, as well as any shipment emails that you receive.
What costs and timing rates apply to returns and exchanges?
- Return shipping within the United States (including Alaska and Hawaii) is free of charge.
- Original shipping fees that you may have paid (e.g. for expedited shipping) will not be credited back upon return.
- We use UPS Ground services for all return shipments.
- Once entered into the UPS system, we expect return shipments to take 1 to 5 days to reach our warehouse.
- Our warehouse typically requires 2–3 business days to process and restock the return, but may take up to 5–7 business days during peak periods.
Please note: The above applies to undamaged items that are approved for return. If your returned items do not meet our Return and Exchange Policy, they will not be accepted and will be shipped back to you.
How long does a refund take?
We usually process a refund within 2–3 business days upon receipt of a returned item that has been approved. However, this may take up to 5–7 business days during peak periods. You will receive a confirmation by e-mail when your return or exchange has been completed.
Please note that your bank or credit card may take 3–10 days to process and post your refund, and they may apply fees for doing so.
Will I be refunded sales tax?
Yes. Sales tax will be included in your refund.
Are shipping costs refundable?
Costs for expedited shipping are nonrefundable.
What happens if my return or exchange is not approved?
If a returned item does not meet our Return and Exchange Policy, it will not be accepted and will be shipped back to you.
What happens if I receive my items and my order is incorrect or damaged?
In the unlikely event that your order is processed incorrectly or your item(s) arrived damaged, please go through the regular return process within 30 days of delivery.
If you send us an email at firstname.lastname@example.org please include the following information: (i) “Incorrect/Damaged Items for Order MC-####” in the email subject header, and (ii) specify any relevant information, including a description of the incorrect/damaged item, and (iii) photos of the incorrect/damaged merchandise.
- We only take responsibility for damaged items purchased through mercedescastillo.com and not through third party retailers.
- We cannot be responsible for the condition of your shipment once it has been scanned on delivery.
Can I return worn items?
When you receive your order, please fit your shoes carefully on a soft, carpeted surface to prevent any scratches to the soles. Shoes returned with marked soles or scuffed leather will not be accepted for return. All orders must be returned in the original packaging, including original and undamaged boxes, with dust bags, protective wrapping and filler materials, and any signature labels or cards that may have been included in the original shipment to you.
What are “final sale” items and can they be returned?
Items marked “Final Sale” on the product page are not eligible for refund, return or exchange. Items that are purchased using a coupon code, and items that have been purchased with store credit are also treated as “Final Sale” items and are therefore not eligible for refund, return or exchange.
Ordering and Shipping
Do I need an account to place an order?
You do not need an account on our website to place an order. However, creating an account allows you to review your order history, as well as save your shipping and payment information.
Are purchases made on the site secure?
Our website is built on a robust, secure platform that ensures a high level of security through data encryption, compliance, and other measures. Customers have a high level of transparency over the personal information that they share with us and how it is used to service their needs. Our online infrastructure and service providers meet the critical certifications set by security auditors and we make every effort to comply with privacy and data protection laws around the world.
Where do you ship to and what shipping methods do you use?
We ship across the United States, including to Alaska and Hawaii, according to the following service options:
Complimentary 1–5 Business Days via UPS Ground Free Expedited Next day (if order is placed before 12 noon EST) Calculated at checkout
How much does shipping cost?
Complimentary shipping with delivery in 1–5 business days within the United States (including Alaska and Hawaii) is free. If you select the Expedited shipping service at checkout, the cost of shipping will be calculated according to package size/weight and your delivery address.
When will I receive my order?
Most orders placed before 1 PM EST Monday through Friday (excluding U.S. public holidays) ship the same day, unless there is a problem with the order information. The actual shipping and delivery time depends on the shipping service that you selected at checkout.
How quickly will you process and ship my order?
Our website receives orders at any time throughout the year. Orders are processed on Monday through Friday, except on the following U.S. public holidays:
- New Years Day
- Good Friday
- Memorial Day
- Independence Day
- Labor Day
- Black Friday
- Christmas Eve
- Christmas Day
- New Years Eve
Do you offer expedited shipping?
We offer expedited shipping in the United States (including Alaska and Hawaii) using UPS Next Day.
Can I change my shipping method?
You cannot change the shipping method once your package has been handed to the shipper.
Can my order be modified or cancelled once it has been submitted?
If your order has not been shipped, and you would like to modify or cancel, please send an order modification or cancellation request to email@example.com. Please remember to include your Order Number in the email subject header and briefly explain the reason for the modification or cancellation in the email body.
We will make every effort to accommodate your request if your order has not been processed. However, our normal return policy will be in effect if your order has already been processed, or if for some reason, we are unable to modify/cancel your order.
What happens if my order is submitted with incorrect information?
We strongly urge you to review your order prior to shipment to eliminate errors. We will verify the shipping information that you submit with your order via the UPS portal. However, this verification only applies to the city, state, and zip code, and may not resolve an incorrect street address. If we detect a problem, our customer service team will try to reach you via email to correct the issue with you. If we are unable to fully verify your information, we will cancel the order.
What happens if a delivery is refused?
In the event and for any reason that the delivery of your order is refused, the shipping carrier will return-ship the item to our warehouse. Mercedes Castillo will not be responsible for refunding the value of the returned items to you.
How can I track my order?
Please use the link provided in the shipping confirmation email to track your order. You can also log onto your account to access the tracking number for your order.
Do you sell to international customers (outside the United States)?
We currently only sell and ship to United States billing and mailing addresses. If you reside outside of the United States, please contact us so that we can help you locate a suitable retailer or online store where you can purchase Mercedes Castillo designs.
Do you ship to P.O. boxes?
No, for security reasons we do not deliver orders to P.O. box address.
Is it possible to pre-order an item?
The current collections in our store are not yet available for pre-order. However, we do plan to add pre-order purchasing in the near future.
Can you provide sizing recommendations?
As a general guide, our shoes are designed and produced to fit true-to-size. If applicable, you will find style-specific sizing recommendations on each product detail page.
How do I care for my Mercedes Castillo shoes?
Your beautiful Mercedes Castillo shoes are best stored in their original box and using the provided dust bag. The original protective tissue paper should also be used to gently fill and maintain their form. Avoid exposing your shoes to humidity and direct sources of heat (e.g. radiators or direct sun) for extended durations.
After being worn, your Mercedes Castillo shoes or boots should be carefully wiped or brushed using a clean, dry, soft, non-abrasive cloth or brush. Remember to check the soles for any material that may harm the shoes when they are stored or when you wear them next.
If your shoes come in contact with water, do not rub the leather. Pat with a clean dry cloth to absorb the liquid. If stains occur, dab the area with a damp soft cloth and leave to air dry.
Remember that caring and cleaning will depend on the particular type of material that your shoes are made of. Always follow any specific care instructions that may have been included with your shoes.
What is your “quality guarantee”?
Our customers’ satisfaction is extremely important to us, and we will either repair or replace any product that is proven to have a manufacturing defect. In the rare instance that a product is defective, we use this information to improve design and manufacturing.
Our shoes are manufactured by some of the most highly specialized artisans and factories in the shoe industry. Each shoe is subject to stringent quality control standards and inspections before they are carefully packaged and shipped. It is therefore extremely rare that a customer will ever receive a defective product that has come directly from one of our factories.
The leather and other materials used in making Mercedes Castillo shoes have been carefully selected and treated to retain its natural look and feel. In most cases, the slight imperfections that occur naturally in leather should be considered a feature and not a flaw, making each pair of shoes unique.
However, in the unlikely event that an item purchased through our website arrived damaged or defective, we will replace it with an identical item once we have determined the defect or damage was due solely to a manufacturing or shipping error. If an identical replacement product is no longer available, we will offer you a similar replacement product or a refund.
We can only replace products purchased from mercedescastillo.com. If the damaged item was purchased through one of our retail partners, please contact the place of purchase.
Where are Mercedes Castillo products made?
Our products are designed in our studio in New York City, manufactured in Brazil, beautifully packed in customized boxes, and then shipped to our website customers from our warehouse in Miami.
How sustainable are Mercedes Castillo products?
We recognize that sustainability aspects of the fashion industry pose significant challenges. We are deeply concerned about the impact that our products have on the environment and are committed to limiting this. As a small, young company, Mercedes Castillo is constantly thinking about how we can make our products better through thoughtful design, the careful sourcing of materials, reducing waste, and streamlining our process from the design table to your front door.
We believe that we all must be part of the sustainability solution. That includes our material suppliers, manufacturers, supply chain operators, retail partners, as well as the individuals that purchase and wear our products. We therefore encourage our customers to think carefully about the choices and purchases they make and to avoid placing impulsive orders that consume resources and generate unnecessary waste.
Do you offer sales, discounts, or price matching?
Our occasional sales and promotion events on our website do offer opportunities to purchase our products at reduced prices. Please sign up for our newsletter so that we can make these offers available to you. Please note that we do not offer discounts or price match adjustments to customers.
Do you offer gift cards?
Not yet. We are currently working on making gift cards available, as they are perfect for gifting shoes to someone that may have a particular choice in mind.
Do you offer gift wrapping?
We think that our iconic yellow Mercedes Castillo shoebox is fabulous as it is. However, we do understand that customers may want to add a little something extra to personalize an occasion. We plan to offer a variety of gifting options sometime in the future.
Do you sell your customers’ personal information?
Does Mercedes Castillo have physical retail stores?
No. However, in addition to our website, our collections are available both in-person and online at leading department stores and specialty boutiques around the world.
How do we contact Mercedes Castillo for wholesale opportunities?
If you are a retailer that is interested in selling Mercedes Castillo collections in your store, please contact firstname.lastname@example.org for more information.