How to request a return or cancel an order

Who can return what

  • EU, Norway, and UK customers: you can return items within 14 days of receiving them, without giving a reason.
  • All other countries: we don’t accept change-of-mind returns once an order has shipped.
  • Damaged, faulty, or wrong items: we’ll make it right for customers in every country. See Damaged, faulty, or wrong items below.

Orders that haven’t shipped yet can be cancelled. Orders already on their way can’t be stopped, but once yours arrives you can request a return.

Step 1: Sign in
You have two options:

  1. Sign in to your account, if you have one, or
  2. Sign in with a one-time code sent to your email (no account needed):
    1. Click here
    2. Enter your email address in the “Email” field and click “Continue”
    3. We’ll email you a six-digit verification code
    4. Enter the code

To request a return

  1. Click “Request return” on the order you want to return.
  2. If the order has more than one item, select the items you’re returning.
  3. In the note, tell us how you’ll send the items back:
    • “PostNord label, please”: we’ll email you a return label. Its cost is deducted from your refund (see our Refund policy for prices).
    • “I’ll send it myself”: use any tracked service, at your own cost, and send us the tracking number. UK customers need to use this option.
  4. Submit the request. We’ll reply by email with the return address and next steps.

Please don’t send anything before we’ve confirmed your request, so we can match the parcel to your order.

Once your return arrives, we’ll refund the item price and the shipping you paid when ordering. Return shipping is not refunded: if you used our PostNord label, its cost is deducted from your refund, and if you sent the items yourself, the postage is your own cost. Refunds are made within 14 days of your request and go to your original payment method.

To cancel an order

  1. Click “Request cancellation” on the order you want to cancel.
  2. If the order has more than one item, select the items you want to cancel.
  3. Select a reason, and add a note if you like.
  4. Click “Request cancellation”.

If there’s no “Request cancellation” button, your order has already shipped. You can request a return once it arrives.

Damaged, faulty, or wrong items

Don’t use the return form for these. Email contact@castlecladbricks.com with your order number and photos of the items and packaging, and we’ll sort out a replacement or refund at no cost to you.