1 - About Us

The www.castelbel.com website, hereinafter referred to as the "Website" or "Castelbel Website", is domiciled in Portugal and is owned by: Castelbel- Artigos de Beleza, S.A. (Castelbel), Rua Conselheiro Araújo de Barros, nº 209, 4475-178 Castêlo da Maia Portugal, VAT Number - PT 504743422, company registered at the Maia Companies Registry, share capital - 125 000,00€

2 - Terms and Conditions

2.1 - Terms and Conditions

These terms and conditions govern the use and sales on the Castelbel website. When placing an order on the website, you declare that:

- You have read and agree to the terms and conditions presented;

- You are 18 (eighteen) years of age or older;

- You meet the legal requirements to enter into a contract and will use your own payment methods;

- You will not use the website for fraudulent purposes or for purposes contrary to the law or to norms of good behaviour;

- You agree that any consumer dispute will be settled within the scope of Portuguese law, subject to any contrary provision anticipated in a Community Directive or International Treaty;

- And that the goods purchased are not intended for retail or wholesale use.

2.2 - Copyright and trademark

Castelbel is the owner of the Castelbel website and its respective contents, including all the documentation, published images, characters, design used, music, software, as well as all codes and format scripts.

All content included on the Castelbel website has inherent copyright protection.

Its reproduction, alteration, transmission, republishing and/or redistribution to third parties for commercial purposes without the prior consent of Castelbel is strictly prohibited.

The contents of the Castelbel website or trademark may not be used for any purposes other than those mentioned above.

2.3 - Legal Notice

Castelbel publishes all the information on its website www.castelbel.com in order to provide the best service to its users and constantly updates this information on a permanent basis.

However, we decline all responsibility for any technical inaccuracy(ies) or typographical error(s) that may occasionally arise.

Castelbel reserves the right to make any corrections and changes to its website without the need for any prior notice.

Castelbel guarantees that all the information published on its website is in compliance with the legislation in force in mainland Portugal and the Autonomous Regions of the Azores and Madeira. However, Castelbel cannot guarantee that the same contents are in accordance with the legislation in force in the user's jurisdiction.

The Castelbel website complies with international internet standards, therefore, so long as it is correctly utilised by users, it is protected against viruses.

Castelbel reserves the right to make changes to the terms and conditions contained in this legal information without the need for any prior notice.

Castelbel does not guarantee that it is possible to use of all the contents presented in its website in other countries, therefore access to such contents from places where they are illegal is therefore expressly prohibited.

2.4 - Descriptions of the items

All products displayed on the Castelbel website will be described as accurately and comprehensively as possible.

Users should pay particular attention to the descriptions of the products. Should you have any questions or need any clarifications, please contact Castelbel at the email address shoponline@castelbel.com.

The type of computer used, colour settings, internet browser and other factors may result in changes in the colours shown in photographs on the Castelbel website, and may therefore differ from the actual colours. If there are any differences, these variations do not in any way affect the function or value of the product in question, as the images posted on the website are merely illustrative.

2.5 - Privacy

The personal information that you provide to the Castelbel website will be treated with the utmost responsibility, it will only be used in to provide users with the best experience. It will not be used for any other purpose.

Castelbel assures its users that it does not share any personal information with third parties without obtaining the prior consent of its users.

Should you require further information, please refer to our Privacy Policy section on this website.

2.6 - Unavailability of stock

Castelbel will do its utmost to ensure the availability of its products.

If Castelbel does not have a product in stock, its price will be automatically deducted from the customer's order. Users may subsequently place a new order for the product when it becomes available.

However, whenever possible, we will alert customers of the unavailability of a given product before shipping the order. That way, customers can exchange them for other products if they so choose.

3 - Prices and payment methods

3.1 - Prices

All the prices on the Castelbel website are marked in EUR €.

For countries within Euro zone: the price shown for each product does not include any transport and shipping costs, however, it includes the VAT rate in force in Portugal.

For non-EU countries: the price shown for each product does not include any transport and shipping costs.

3.2 - Price changes

Castelbel reserves the right to change the prices of the products that are on sale on its website.

However, when a user is placing and respectively confirming an order, product prices will remain unchanged throughout the process.

3.3 - Payment methods

Castelbel accepts the following forms of payment:

Mainland Portugal, the Azores & Madeira:
- Visa and Mastercard

- ATM and MB Way

International:
- Visa and Mastercard

Castelbel guarantees that all transactions are encrypted and 100% secure.

Credit card payments

When a customer places an order on the website, its value will be blocked in favour of Castelbel in the user’s respective card account. Regarding the payment, it will be subtracted from the user's card account at the time of the shipping of the order.

Castelbel ensures that all transactions on its website are forwarded to a secure online banking system provided by EASYPAY, which accepts payments made with Visa and Mastercard, ATM and MB Way.

Castelbel does not store any card numbers or any kind of information obtained and related to payment.

ATM payments

ATM payments can be done through ATM network or through your preferred online banking services.

When choosing the ATM payment method, as soon as the order process is completed, an ATM reference will be generated. The customer will receive this ATM reference in the order confirmation email. It will also be available on the customer's Castelbel account, under the "Orders" tab.

To do the payment in a ATM, you need to select the option “Payment for Services / Purchases” and enter the entity, reference, and amount information.

WARNING: Since the bank reference generated for payment has an expiration date (48 hours), failure to verify payment within this period will result in the order being canceled. The indicated shipping deadlines will be fulfilled under normal order processing conditions, with the exception of situations of exceptional increase in the volume of orders that may occur during holiday periods or during promotional campaigns, as well as other eventualities that affect regular delivery service.

Paying via MB Way

You can pay for your order via the MB Way payment system. For that, during the order, you should select this payment method and indicate the telephone number to which your account is associated to, access it and follow the purchase confirmation steps indicated on the app.

In case the entered number not corresponding to a number registered on the app, you will see the following message: “Unknow Alias. The identified used Alias was not found”.

As per the information on the MB Way App, the payment should be made within the next five minutes. If you fail to do so, the order will be automatically cancelled.

3.4 - Other forms of payment

Castelbel accepts payment for its orders via PAYPAL accounts.

4 - Shipping and delivery

4.1 - Shipping Costs

Shipping costs may be added to the price of the products ordered under the terms of this website. Customers will be informed of their purchase's final amount, along with a breakdown of shipping costs, prior to completion of the order.

In the case of non-EU countries, shipping costs only cover export costs (from Portugal to the border of the destination country). If import fees are incurred (for product entry in the country of destination), these are the responsibility of the customer.

4.1.1 Portugal Mainland

All orders to be delivered in Mainland Portugal, the Azores and Madeira will be shipped by DPD and subject to the shipping costs mentioned below:

- Shipping costs will be free for orders of €50 (fifty euros) or more;

- For purchases of less than €50 (fifty euros), the shopping cost will be a flat fee of €5,00 (five euros);

- Upon completion of the purchase process, buyers will be duly informed of the total costs of the purchase, including shipping costs;

- Normal shipping time - up to 3 working days (after confirmation of payment for the order).

4.1.2 - Azores and Madeira

All orders to be delivered in Azores and Madeira will be shipped by DPD and subject to the shipping costs mentioned below.

Madeira and Azores - Air freight

The following is a list of costs and shipping times per archipelago/island:

IslandAir freight
Cost per KgShipping times
Madeira15,00€2 days
S.Miguel15,00€2 days
Faial30,00€3 days
Terceira30,00€3 days
Pico35,00€5 days
S.Jorge35,00€5 days
Santa Maria35,00€5 days
Graciosa35,00€5 days
Flores35,00€5 days
Corvo35,00€5 days

*From 1 kg, add €5 for each extra kg

4.3 - Free shipping

Castelbel sometimes offers free shipping on orders regardless of the place of delivery and the value of the order in question. This applies to the shipping costs at the time of completion of the order.

When one of these campaigns is taking place, it will be clearly announced on the Castelbel website.

4.4 - Delivery Times

Castelbel, owner of the website www.castelbel.com, operates from Monday to Friday, from 08:00 to 13:00 and 14:00 to 17:00 GMT, except on public holidays.

All orders placed on the Castelbel website will be processed from Monday to Friday, regardless of whether you placed your order on a weekend or public holiday.

The normal delivery times for parcels do not apply during sale periods and public holidays, public holiday periods or periods of an exceptional volume of work, during which delivery times may be slightly longer.

4.5 - Delivery deadlines for other countries

 

AreaCountryTransport timeShipping costs
1Spain2-3 days7,50€

Free shipping for orders over 75€

2Germany3-4 days9,50€

Free shipping for orders over 100€

France **3-4 days
Monaco3-4 days
Belgium3-4 days
Netherlands3-4 days
Luxembourg3-4 days
Austria4-5 days
Italy3-4 days
Ireland4-5 days
Poland4-5 days
Czech Republic4-5 days
3Slovenia3-4 days12,50€

Free shipping in orders above 150€

Denmark4-5 days
Slovakia4-5 days
Lithuania5-6 days
Hungary4-5 days
Estonia6-7 days
Sweden4-5 days
Latvia5-6 days
Croatia6-7 days
Finland5-6 days
Romania4-5 days
Bulgaria5-6 days
Serbia10-11 days
Bosnia Herzegovina10-11 days
Greece8-10 days
3United Kingdom1-2 days25€

Free shipping in orders above 150€

51Switzerland1-2 days35€

Free shipping in orders above 200€

51Norway1-2 days
5United States of America2-3 days
6Canada2-3 days

*Does not include shipments to the Balearic Islands, Ceuta, Melilla or Canary Islands.
**Does not include shipments to Corsica.

4.6 - Important information

The above delivery times are merely indicative and do not take account of possible delays that may be caused by problems with payment authorisations or due to delays by the carrier company.

The shipping times indicated correspond to the time between the departure of the order from the warehouse and receipt by the user, i.e., after the order is processed for shipping.

All orders need to be signed at the time of receipt as proof of delivery.
As soon as orders are dispatched, Castelbel is unable to change their delivery address.

4.7 - Delivery position

All orders are shipped, after confirmation of payment, within a period of 1 to 3 business days after payment and completion of the order. As soon as orders are dispatched, Castelbel will send an email to you with information on the tracking instructions and collection of the order.

Confirmation of shipment of all orders will include the name of the carrier company and information on the shipping number.

4.8 - How to track your order

For orders to:

- Mainland Portugal, Azores and Madeira
- European countries

Please check the DPD website.

For orders to:

- United Kingdom

- Switzerland

- Norway

- United States of America

- Canada

Please check TNT website.

If a shipment is delayed, a new delivery date will be provided. If this new date is not convenient, you may request cancellation of the order and will receive a refund within a maximum period of 10 days.

4.9 - Shipments and collections

When you register with Castelbel, you will be asked to provide personal data, including the address to which orders are to be delivered.

If you would like Castelbel to send the order to another address, you must provide it at the moment the order is completed.

Due to possible credit card fraud and restrictions imposed by carrier companies, Castelbel does not make deliveries to PO boxes.

Orders are sent through DPD (Mainland Portugal, Azores, Madeira and European Countries) and through TNT (United Kingdom, Switzerland, Norway, USA and Canada).

During the delivery process, we allow you to provide a different delivery address from the one provided upon registering. However, there will be an extra charge if this change is made after the order has left our warehouses.

Since DPD and TNT require a signature upon delivery of orders, you or your representative must be present at the destination address at the respective time of delivery.

4.10 - Delivery and collection of the order

When shopping at Castelbel website, the user can choose to receive the order in two different ways.

1) Pick-up point of delivery
2) Home delivery

When the user requests the pick up delivery (1), the order will be left to the care of the person in charge at the pick-up delivery point, the customer will be updated of the entire process, via email or SMS, until the delivery is made. Pick-up points usually have an extended schedule (including weekends) that allow for the collection of orders at the customer's leisure.
If you opt for home delivery (2), the order will be left at the address provided by the user. You will be updated via email and SMS, of the delivery time window. If there is no one at the address to receive the order at the time of delivery, it will be redirected to the pick-up point closest to the address supplied by the customer.

When the order is redirected to a collection point, the user is notified by email or SMS of the location to which the order was forwarded. You will have a maximum of 10 days to pick it up before it is returned to us.

4.11 - Successful deliveries of shipments

Please examine the package carefully upon delivery BEFORE signing the delivery document.

All Castelbel packages are duly sealed with customised plastic tape for better protection of the products.

If, at the time of delivery, it appears that the package has been tampered with, you may sign the delivery document with reservations or you may refuse to accept it.

If you accept an order with reservations or refuse to accept it, please submit a complaint to the carrier company immediately and contact Castelbel via email at shoponline@castelbel.com.

4.12 - Undelivered Orders

Orders that are not delivered due to mistake on part of the user, including errors in the address provided or any other reasons that make it impossible to deliver the order to the address, will be returned to our warehouses.

The user will be charged for the costs of shipping and returning the order and these amounts will be deducted from any amounts to be refunded.

4.13 - Insurance

Castelbel takes responsibility for orders during the transport period until the effective delivery to the user.

Upon delivery of the order, users must sign the document as proof of the respective receipt, after which responsibility is transferred to them.

If you appoint a recipient other than yourself to receive the delivery, you agree to accepting the third party’s signature as proof of delivery of the order, fulfilment of Castelbel’s obligations and, transfer of responsibility.

4.14 - Force Majeure

Castelbel's compliance with its obligations may be affected by cases of force majeure. Cases of force majeure include but are not limited to war, civil war, revolution, riot, government measures, strikes, blockades or natural disasters.

Under these circumstances, the contract between the customer and Castelbel can be totally or partially terminated by either party, and the user will be refunded in full.

5 - Terminations, returns and exchanges

Termination

Users have the right to terminate the contract without the need to provide any justification for doing so, within 14 (fourteen) business days.

The termination period expires in fourteen (14) business days as of the time the user or a third party appointed by him/her takes possession of the product(s), as confirmed by the document signed on receipt thereof.

In order to facilitate the return of the item to be refunded and reimbursement of the amount to the customer, we kindly ask that you send the item in question to our warehouses within a reasonable timeframe in order to facilitate the exercise of your rights and the inspection of the item.

Should users wish to exercise their right to terminate, they must notify Castelbel of the decision to terminate the agreement by making a clear declaration by email to shoponline@castelbel.com.

This declaration must include the order and invoice numbers, as well as the item(s)'s reference(s), that you wish to return.
Upon receiving this declaration, Castelbel will send you an email containing instructions (procedures to follow) on how to return the goods, along with information about the shipping method (carrier services) to be used.

In order to comply with the free termination period, you must communicate the exercise of the right to terminate before the end of the period allowed for the purpose, i.e. fourteen (14) days after reception.

Should users wish to terminate the contract, they will be reimbursed for all payments made, excluding the costs of return, without any excessive delays and, in any case, within a maximum period of thirty (30) days from the day on which the right to terminate was exercised. Castelbel will refund the order via the same form of payment used in the initial transaction; in any event, the refund will not incur any additional costs.

As regards cosmetic products, in accordance with Article 17 (1)(e) of Decree-Law 24/2014 of February 14, as amended by Law 47/2014 of July 28, for health and hygiene reasons, it is not possible to exercise the right to terminate contracts for the supply of products if they are not properly closed and sealed at the time of return. Users are asked to always check the products they have received before opening them.

The conditions for the return and refund of the item(s) are as follows:

- The item must not have been used, tampered with or altered in any way.

- Returned items must include all original labels, packaging and other accessories, which must be sent together with the order.

- Returned goods must be packaged in the Castelbel box they arrived in.

- If only part of an order is returned, Castelbel will reimburse the respective portion of the amount paid by the user.

- Users must return the item(s) via the carrier company and in accordance with the instructions stated in the email sent by Castelbel for this process.

- Kindly note that refund processing time may vary depending on the procedures of the credit card company in question.

- With regards to orders paid via Paypal, the amount of the orders will be refunded to the original Paypal account.

- If the return of the item(s) has not been previously authorised by Castelbel and/or the item(s) has(have) not been sent via the same carrier company as stated in the email with the instructions on returns, Castelbel reserves the right to refusing to accept the item(s).

- If an unauthorised return is accepted, Castelbel will subtract 10% from the value of the item(s) by way of administrative costs.

- Castelbel will not accept the return of an item(s) that does not comply with the procedures set out in the terms and conditions of the return policies.

Return of defective products

The Castelbel team makes every effort to scrupulously check all items for possible defects that may exist before proceeding with their shipment.

Castelbel reserves the right to request photographic evidence of defective items or goods sent erroneously before refunding shipping costs and authorising their return.

Items returned due to alleged defects will be inspected upon reception. Items subject to normal wear and tear will not be considered defective.

Should you wish to return defective item, please contact us via email, to shoponline@castelbel.com

This declaration must include the order and invoice numbers, as well as the item(s)'s reference(s), that you wish to return.
After receipt of the notification, Castelbel will email you instructions on how to return the goods (procedures to follow), together with the information about the carrier company to be used.

If a defective item is returned, Castelbel will inspect the goods upon receipt and inform the user of the next steps to follow. Castelbel will replace a product if stock is available. If the item is not in stock, Castelbel will refund the order and transport costs, if any. This refund will be made via the same form of payment used in the initial transaction and will not give rise to any additional costs.

The conditions for the return and refund of defective item(s) are as follows:

- The item must not have been used, tampered with or altered in any way.

- Returned items must include all original labels, packaging and other accessories, which must be sent together with the order.

- Returned goods must be packaged in the Castelbel box they arrived in.

- If only part of an order is returned, Castelbel will reimburse the respective portion of the amount paid by the user.

- Users must return the item(s) via the carrier company and in accordance with the instructions stated in the email sent by Castelbel for this process.

- Upon reception of the defective item(s), Castelbel will conduct an evaluation to determine the root of the problem in question.

- If Castelbel cannot replace the defective item(s), the same amount paid by the user will be refunded via the original payment method used.

- If all or part of the order is returned, Castelbel will refund all or part of the amount paid accordingly by the user.

- The refund processing time may vary depending on the procedures of the credit card company.

- With regards to orders paid via Paypal, the amount of the orders will be refunded to the original Paypal account.

- If the return of the item(s) has not been previously authorised by Castelbel and/or the item(s) has(have) not been sent via the same carrier company as stated in the email with the instructions on returns, Castelbel reserves the right to refusing to accept the item(s).

- If an unauthorised return is accepted, Castelbel will subtract 10% from the value of the item(s) by way of administrative costs.

- If the return of the item(s) has not been previously authorised by Castelbel and/or the item(s) has(have) not been sent via the same carrier company as stated in the email with the instructions on returns, Castelbel reserves the right to refuse to accept the item(s).

5.1 - Alternative Dispute Resolution

Alternative Dispute Resolution

Following Law 144/2015, art.º 18º, we inform the costumer, that for the alternative dispute resolution, should contact Castelbel, using the email address shoponline@castelbel.com or the following entity in charge of the Alternative Dispute Resolution (ADR):

Centro de Informação de Consumo e Arbitragem do Porto
Tribunal Arbitral de Consumo
Rua Damião de Góis, n.º 31 – Loja 6
4050-225 Porto
Tel. +351 225 508 349 / +351 225 029 791
Fax. +351 225 026 109
Email: cicap@cicap.pt
www.cicap.pt

For more information please consult the Consumer Protection in https://cec.consumidor.pt/

Online Dispute Resolution

European Commission created the ODR platform, to have an alternative dispute resolution system between consumers and companies, regarding the sales contracts or online services, i.e., the ones that companies, or its intermediate, offers online or through other electronic means, goods or services, that the consumer orders on the same online site or through other electronic means.

For more Information, please check the European Platform of Online Dispute Resolution: https://ec.europa.eu/info/policies/consumers_pt

Online Claim Book

https://www.livroreclamacoes.pt/inicio

6 - Exchanges

Exchanges

Castelbel accepts exchanges of items for any other items available on its website.

Should you wish to exchange goods, please use the following procedures:

- Send an email to Castelbel within a maximum period of 30 (thirty) days after receiving the order at shoponline@castelbel.com, providing the order and invoice numbers, the reference number of the item(s) you want to exchange and the item you would like to be sent as a replacement.

- After the receiving of the notification, Castelbel will email you instructions on how to exchange the goods (procedures to follow), together with the information about the carrier company to be used.

- Users must return the item(s) via the carrier company designated and according to the instructions provided in the email sent by Castelbel.

Goods returned for exchange purpose

Goods returned for exchange purposes must reach Castelbel's premises within 20 days of receiving the email, subject to the following conditions:

- The item must not have been used, tampered with or altered in any way.

- Returned items must include all original labels, packaging and other accessories, which must be sent together with the order.

- Items for exchange must be packaged in the same Castelbel box they arrived in.

- Users must return the item(s) via the carrier company designated by us and in accordance with the instructions contained in the email sent by Castelbel for this process.

- If the exchange of item(s) has not been previously authorised or has not been sent via the carrier company designated in the return instructions email, Castelbel reserves the right to refuse to accept the item(s).

- If an unauthorised return is accepted, Castelbel will subtract 10% from the value of the item(s) for administrative fees.

- Castelbel will not accept the return of an item(s) that does not comply with the procedures set out in the terms and conditions of the return policies.

7 - Items purchased in sales, promotions or at reduced prices

Items purchased in sales, promotions or at reduced prices

Items sold in sales, promotions or sold at reduced prices are considered final.

Castelbel does not exchange items that have been purchased in a sale or promotion or at reduced prices, and the conditions for exchanges do not apply to these items. However, the general conditions for termination of the contract and the return of defective items are applicable.

8 - Promotional codes / vouchers

Promotional codes / vouchers

Castelbel may send users vouchers with a promotional code via a newsletter, social network or website with an authorised commercial promotion.

Users must enter this code when completing their orders.

Each code has an expiry date/expiration date, of which users will be informed.
The use of said code is subject to the expiry date/expiration date, which cannot be extended.

Promotional codes cannot be used in conjunction with other promotions or sales.

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Thank you so much! A special customer like you deserves special attention!

Kindly send us an e-mail to shoponline@castelbel.com to talk about your order!