Castlery customer service phone number — complete practical guide

Where to find the official phone number

The canonical source for Castlery customer service phone numbers is the company’s Contact Us page at https://www.castlery.com. Castlery operates regionally (Singapore, Australia, United States, Hong Kong and others), and the Contact page lists the phone number, email address and live chat link that correspond to the market you selected. Always confirm the region in the website footer before calling so you reach the correct regional team and time zone.

If you accessed Castlery via a marketplace (for example an aggregated shipping hub or a third‑party seller), the phone number on the product page may not route to Castlery’s own customer support. When in doubt: log into your Castlery account, open the order, and use the “Contact us about this order” button — this guarantees the call or message is tied to the order ID you’ll cite when you speak with an agent.

Phone line availability and expected wait times

Castlery’s regional phone lines generally follow local business hours. For example, customer service for Southeast Asia will typically operate 09:00–18:00 Singapore Standard Time (UTC+8) on weekdays, Australia lines commonly operate 09:00–17:00 AEST/AEDT weekdays, and U.S. support is usually available during standard business hours Pacific or Eastern time depending on the team. If you need to call across time zones, convert the local business hours before dialing to avoid out-of-office queues.

Average on‑hold times for furniture retailers vary by season. Expect under 5 minutes on a standard weekday, 5–20 minutes during large holiday sales or new collection launches, and longer waits during Black Friday/Cyber Monday or end-of-quarter shipping surges. If a live agent isn’t immediately available, switch to the site’s chat or request a callback: many Castlery regional pages provide a “request callback” function to preserve queue position.

What to prepare before calling

Having the right information ready before you call will shorten the interaction and increase the chance your issue is resolved on the first contact. Key items include the order number, product name and SKU, purchase date, delivery address, photos of any damage, and the payment method used. If you booked installation or paid for white‑glove delivery, have those confirmation numbers ready as well.

• Order number (starts with “C” or shown in your account order history) and order date
• Full product name and SKU from your invoice; quantity and color/fabric selection
• Delivery address and preferred delivery windows you originally provided
• Photos (JPEG/PNG) of damaged items or packaging, and a short video showing defects if possible
• Payment method details (last 4 digits of card) and whether you were billed in local currency
• Access notes for delivery (elevator, stair constraints, apartment floor, building contact)

Common issues handled over the phone and typical resolutions

Phone agents routinely handle order status and tracking queries, delivery scheduling or rescheduling, assembly instructions and scheduling for professional installation, returns and refunds, and damage/short‑shipment claims. For example, if an item is marked “delivered” but missing, Castlery will usually open an investigation with the carrier immediately and provide a case number; resolution time varies but often completes within 3–14 business days depending on carrier responses.

For returns and “change of mind” cancellations, check your order’s cancellation window in your account. Many furniture retailers offer 14–30 days for returns on most items, with some bespoke or clearance items excluded. If return shipping is charged, agents will quote the fee in your local currency; most refunds to the original payment method post back within 5–14 business days after the returned item is received and inspected by the warehouse.

Escalation, refunds, chargebacks and legal options

If the initial phone interaction does not resolve your issue, request a ticket/case number and the direct escalation path: supervisor name, escalation email or a deadline by which they will follow up. Keep records of call times, agent names, and ticket numbers — these are essential if you need to escalate to a higher level or lodge a formal dispute with your credit card company.

• Step 1: Get a reference/ticket number and the agent’s name on the first call.
• Step 2: If unresolved in the stated timeframe, reply to the ticket by email and attach photos/videos and a short timeline.
• Step 3: Ask for escalation (supervisor) and set a firm deadline (e.g., 72 hours) for a substantive reply.
• Step 4: If no satisfactory resolution, contact your bank to open a chargeback with supporting documents or consider filing a small-claims case if monetary value and local law apply.

Sample phone script and what to expect next

Begin with: “Hello, my name is [Full Name], my order number is [CXXXXXXX], and I’m calling about [damage/delivery/return]. The item is [Product Name, SKU], purchased on [YYYY-MM-DD].” This immediately provides the agent with the details they need to pull up the order. State the desired resolution (refund, replacement, reschedule) and ask for a ticket number and expected timeframe for resolution.

After the call, watch for an email confirmation containing the ticket number and next steps. If the agent schedules a pickup or replacement, verify dates, times, and any charges in writing. Persist with polite but firm follow-up if deadlines slip — escalate after 48–72 hours without resolution. Keeping a clear paper trail is the most effective way to close an issue quickly.

Is Castlery a good company to buy from?

Castlery’s investment-worthy furniture is “quiet luxury” at its finest, but at reasonable prices that won’t necessarily break the bank. Castlery has cultivated a following among interior decor enthusiasts with a full range of furniture that only looks like it has high-end price tags.

Where is the company Castlery located?

Corporate Way PMB 95972, Anaheim, CA 92801 (“Castlery Inc.,” “we,” or “us”).

Is Castlery furniture only online?

Are Castlery bedroom sets only available online. Yes, in the US, our bedroom sets are exclusively available for purchase online.

How do I contact Castlery?

You may exercise the any of other above rights available to you by completing our web form or calling us at +1 855-685-3995.

Is Castlery a US company?

Born in Singapore in 2013, we design furniture that lives with you—and gets better with time. We obsess over the details most people overlook: the warmth of real teak, the cool elegance of marble, the curve of a chair that just feels right.

Who is the owner of Castlery?

Declan Ee
Castlery caters to urban millennials who want an “inspiring space” without breaking the bank, said its co-founder Declan Ee. However, with or without the pandemic, Ee believes that Castlery’s biggest selling point is the design and functionality of its products.