Frequently Asked Questions
SHIPPING
How can I Contact Castaway?
Our Castaway Customer Care Team is ready and able to assist you Monday through Friday, 8am-5pm EST. We can be reached via phone at (866) 488-0642, via the online Chat button, or via email Care@castawayclothing.com. Any calls/chats/emails received outside of those days/times will be responded to first thing the next business day.
Where does Castaway ship?
Castaway is happy to ship across the United States and Canada, as well as the majority of Europe & Asia. If you experience trouble shipping to your desired country, please call our Customer Care Team at (866) 488-0642.
When and how will my order be shipped?
Castaway Nantucket Island orders are shipped via UPS, FedEx, or USPS. We offer Standard Ground Shipping (approx. 3-7 business days), 2nd Day Express Shipping (2 business days, for an order placed before 12pm that same day), or Overnight Shipping (1 business day, for an order placed before 12pm that same day). We also offer USPS International Priority with Tracking (Est. 5-10 Business Days).
Orders placed before 12pm EST will usually ship the same business day. Orders placed after 12pm EST will ship the following business day.
Business Days are Monday through Friday, excluding the following Holidays: New Year’s Eve, New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, the day after Thanksgiving and Christmas Day.
When will my order be delivered?
Once processed, orders are shipped via the method chosen during checkout. Standard Ground is delivered within 3-7 business days to most U.S. locations. Please note that shipping times may be impacted during peak shipping season, especially on Black Friday, Cyber Monday and prior to Christmas.
How can I track my order?
You will receive an email confirmation once your order has shipped with the UPS/FedEx/USPS Tracking number.
Can I change or cancel my order after it is placed?
If you place your order and realize a mistake has been made in entering your Shipping Address, or the order confirmation lists the incorrect style/size item; please CALL our Customer Care Team ASAP at (866)488-0642. As we are processing and shipping orders as quickly as possible, we cannot guarantee changes will be made to an order once it is placed. The same applies to order cancellations.
Can I ship to an address other than my Billing address?
Yes! Your Shipping & Billing addresses can be different. This means you are able to ship to a gift recipient. Billing addresses must be in the U.S. to be processed.
Why are my items being sent in multiple shipments?
Castaway is proud to partner with other great brands selling Needlepoint Belts, Shoes, Leather Goods, Travel Bags and other select items that we do not stock at our warehouse. If we are unable to stock a style, it will be shipped directly to you from the manufacturer. In this case, you may receive one tracking number for your Castaway item(s), and another tracking number for the other item(s).
RETURNS & EXCHANGES
Can I Return or Exchange my order?
Customer satisfaction is our top priority. If you are not completely satisfied with an item you purchased from us directly and it is unused/unworn/unaltered with the original tags attached, you may return the item for a full refund or exchange within 30 days of purchase.
This applies to CastawayClothing.com and phone orders only. If you purchased Castaway Clothing from a store or 3rd party website you must return the items to that store, subject to that store's return policy.
Please Note: All items purchased from our Outlet section are nonrefundable and cannot be exchanged or returned.
RETURN/EXCHANGE POLICY
You may return your purchase by mail. Simply click the following link: Start Return or Exchange
Our Exchange/Return website is where you can see all of the recent orders that are eligible for Exchange/Return. You can then select the item(s) to return and the reason for Exchange/Return. If you want to Exchange the item(s), you will be able to select the new size/style you need. Refunds will be credited directly back to the original form of payment.
If you need to Exchange/Return a GIFT: Please contact our Customer Care Team and we can help without alerting the Gift Giver.
Price Adjustments
Castaway will honor a one-time price adjustment within 10 days of your order's purchase date. Purchases made with any type of offer/promotion are not eligible for a retroactive price adjustment. To receive a price adjustment, please contact our Customer Care Team at (866)488-0642 or email Care@castawayclothing.com Be sure to have your order number handy, this begins with “W” and can be found on your packing slip or in your order confirmation email.
PAYMENT OPTIONS & DISCOUNTS
What forms of payment does Castaway accept?
Castaway Nantucket Island accepts several forms of payment with a U.S. billing address: American Express, Discover, MasterCard, Visa, PayPal, Apple Pay, Amazon Pay. As well as Debit Cards bearing the Visa or MasterCard logo. International orders can only be processed using PayPal.
How do I know if a discount or coupon code is valid?
You may come across Castaway Clothing coupon codes, discount codes and promotions on other websites, but please be aware that these codes are generally not valid. Your best bet for being the first to know about sales and other promotions is to sign up for our emails. Please read the fine print associated with any offer because their terms do occasionally change.
Can I combine discount codes?
Discount codes cannot be combined, only one code can be used per order. Castaway Nantucket Island reserves the right to change or cancel promotions at any time. Use of any promotion constitutes acceptance of these terms and conditions, except where prohibited by law. Promotional discounts apply to merchandise only and not shipping & handling, taxes, or packaging.
Gift Cards & Other FAQs
Gift Card FAQs
With a Castaway gift card, you are one click away from classic coastal style! Share the joy of a fun embroidery, or a colorful print, with your family/friends instantaneously. Our E-Gift Card is sent via email immediately, and can be forwarded to your recipient with a message of your choice, or you can print it to present physically.
If you have questions regarding e-gift cards, please call our Customer Care Team at (866) 488-0642
During checkout, you will enter your email address, and that is where the confirmation email, and e-gift card will be sent
The purchaser can then Forward the e-gift card to the Recipient, or Print it to give to the Recipient
The e-gift card email can include a Gift Message if you choose by entering one during checkout in the notes field.
E-Gift Cards are non-transferable, non-refundable and are not redeemable for cash
Your e-gift card may be used to purchase merchandise over the phone, or on CastawayClothing.com
To be used the e-gift card number is entered into the “Gift Card or Discount Code” section at checkout
If the amount of your e-gift card is less than the total order amount, you will need to pay the remaining balance. If the amount of your e-gift card is more than the total order amount, the balance of the gift card will be updated with the remaining amount
If you do not see your e-gift card in your inbox within 30 minutes of purchase, please check your spam folder
Can I make a Custom item with Castaway?
All Castaway embroideries and colors are stocked and sold online each season. However, if there is a personal image, club logo, or other non-licensed image you would like to have on a Castaway product, please email Sales@castawayclothing.com for more information.
OR we can link to this page to have them fill out the custom form - note this page needs updating/dressing up: Custom Castaway Creations
Is Gift Wrapping Available?
No, but we hope to be able to offer this in the future! In the meantime, we are happy to include a Gift Message with any order if it is listed in the notes section during checkout or relayed to our Customer Care Team.
What should I know about Monogrammed items?
There are a handful of customizable gift items on the website for which we offer “free Monogramming.” Monogrammed items are Non-Returnable/Non-Exchangeable, and typically ship within 7 days of purchase and ship separately from other Castaway items that do not have monogramming. Monograms will be executed EXACTLY as they are written by the Purchaser in the Notes section during checkout. Please specify the order of letters and if you would like the center letter larger than the others.
How can I manage my account information
You can manage your account by selecting "Your Account" from the top navigation. This option is only available when you are logged in.
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