Satisfaction Guarantee

If you are reading this particular web page, we really hope you are just checking out our unrivalled Satisfaction Guarantee and that it’s not because you have encountered an issue with a recent order!  (Don’t worry, we’ll be more than happy to fix that for you – just pop across to our Contact Us page and ping our team a message – they will have you sorted in no time).

Our Customer Service team is ready and waiting to answer your questions, or you might prefer to check out our FAQ's. 

If you want to know more about our incredible Satisfaction Guarantee, we’ve outlined all the details below.

Satisfaction Guaranteed

Here at Castle HQ we place the utmost importance on your happiness and strive to ensure that you have “the best” shopping experience with us from start to finish.   And by ‘finish’ what we really mean is that we hope you will fall ‘head over heels’ in love with your pencils, paints, pens and paper.

We work extremely hard to “dot all the i’s and cross all the t’s’ in our order system to prevent any frustrating issues from coming up in the first place.  In the unfortunate event that something does go a little bumpy with your order, our fabulous Customer Service team will swing into action and turn your disappointment into amazement as they apply our Satisfaction Guarantee.  You can decide whether you would prefer a replacement (on us!) or a refund.  That’s about as hassle-free as it comes.  Oh! and this will be arranged promptly with minimal fuss so you can get right back to creating inspiring art.

How it works!

1. Get in touch with Customer Service with your order number and a brief explanation of your issue – we’ll be in touch as soon as possible to help.
2. Depending on the nature of your issue, you may be asked to share some photographs to help us pinpoint the problem or investigate further with our warehouse and/or delivery partners.
3. The team will confirm your options – refund or replacement (assuming we have available stock), the choice is yours! If we are out of stock of a particular product then a refund will typically be applied.
4. Replacements are dispatched within 24hrs and at no additional cost to you. There may however be a small charge if you request goods to be shipped to an address that differs from the original order.

Every Castle Arts product comes with this Guarantee, however please note that this is at the Company’s sole discretion.  If it becomes evident that any customer seeks to take advantage of the spirit in which this offer is extended, we will require goods to be returned within 30 days from the date of purchase before any refund or replacement is extended.

Avoiding Disappointment

We firmly believe that you deserve the very best pencils, paints, paper and pens (every time!) in order to create beautiful art that makes you feel happy and proud to show off.

We work hard to ensure that we always deliver top-quality products and thought you might be interested to know the steps we take to ensure your Castle Arts products arrive in the very best condition.

Castle Arts Product Development Principles:

1. Source the best raw materials from trusted suppliers with a quality track record
2. Packaging design should consider both functional (protection) and aesthetic (appeal) requirements in equal measure.
3. Embed stringent quality checks in all manufacturing processes
4. Adjust, refine and improve products based on customer feedback.

Castle Arts Delivery Partners

1. We work with professional partners that share our passion for quality, accuracy and customer service.
2. We work with our partners to develop and refine processes that mean we can offer both exemplary products and high-quality service to our customers at all times
3. We invest in new technology, processes and business practices that underpin our commitment to delivering top quality products to our customers.