All orders will be carefully wrapped and dispatched within 1-2 business days (Monday-Friday).

Orders received prior to 2pm EST will be processed and dispatched the same day.

Orders received after 2pm EST will be dispatched the following day* unless the order is placed on a Friday when it will be processed and dispatched on the first working day following the weekend (usually the Monday, except when we are all enjoying a long Bank Holiday weekend).

To ensure you have the best shopping experience with us, we only offer Tracked delivery services. We partner with experienced professionals;

USPS, UPS, FedEx, DHL, Lasership, Ontrac

We offer FREE Express Delivery for all USA orders over $75.

Tracking Information will be emailed directly to you. If you miss a delivery it can be rearranged directly with the relevant courier.

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!

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.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.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.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.