Frequently asked questions

We have compiled here all the answers to the questions you might have regarding our online shop. Can’t find what you’re looking for? Don’t hesitate to contact us!

1 - My account

How do I create an account?

To create an account, go to our website, click on the icon in the upper right corner that gives you access to our personal area and select the option
CREATE ACCOUNT

You will receive an e-mail from shoponline@castelbel.com to confirm your address and only after this confirmation is the account activated.

Can I use my Facebook account to access the personal area?

To access the personal area, you can register using your email address or your Google account. It is not possible to use a Facebook account to register on our site.

 

How do I update my details/information?

To update your personal details, access your personal area on the Castelbel website and log in using your account registration data.

Why do I need to create an account?

Creating an account is not required to make a purchase at the Castelbel online shop. However, if you want to use the address registration features or shopping history, we recommend that you register on our site. Alternatively, you can use your Google account to access our personal area.

Em alternativa, poderá usar a sua conta Google para aceder à nossa área pessoal.

 

I’ve forgotten my password. What should I do?

You can make a request to recover your account HERE

 

Is it possible to cancel my subscription to the Castelbel newsletter?

You can unsubscribe from the Castelbel newsletter in your personal area (after logging on to our site and managing your preferences) or directly using the ‘unsubscribe’ link that is included in our newsletters.

2 - About the store

In which countries is the Castelbel online store available?

The Castelbel online shop is available in Portugal, in the other Eurozone countries (Austria, Belgium, Cyprus, Czech Republic, Estonia, Finland, France, Germany, Greece, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, The Netherlands, Spain), United Kingdom, Switzerland, Norway, United States of America and Canada.

The product I want to buy is not available for sale. Is there a problem? What do I do?

This is not a problem nor an error.

The Castelbel online shop offers only part of our collections. The rest of the collections are sold exclusively offline, and must be purchased at specialised high street stores. If you want to purchase a product that is not available from our online shop, please send us an email to geral@castelbel.com to find out where our main points of sale are.

When will a particular product become available for purchase online?

We are working to make more products available from our online shop. However, we cannot publish specific dates, so other products should be purchased from our physical retail network.

If you want to purchase a product that is not available from our online shop, please send us an email to shoponline@castelbel.com to find out where our main points of sale are.

How do I use a promotional code/voucher?

If you have received a promotional code/voucher, you must enter it when you order (check-out).

Promotional codes have a validity period. They can only be used during this period and only once. You can use only one promotional code at a time.

You cannot use promotional codes during special offers, campaigns, or promotions.

When using my credit card to do the purchase, when will the amount be charged to me?

The amount is debited through the platform used for this purpose (Easypay or Paypal), at the time your order is completed.

After the debit, you will receive an email confirming that your payment has been correctly received, together with a summary of the purchase made, which will then be prepared for dispatch.

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

I bought a Castelbel product at another points of sale and the price is different. Why?

Castelbel products can be found in various multi-brand specialist stores, and Castelbel does not have the power to set retail prices at said shops.

Is it possible to return or exchange the product purchased online in a high street store?

All products purchased at the Castelbel online shop must be returned by the same route. Returns or exchanges of products purchased at the Castelbel online shop will not be accepted at high street stores. For procedures on returns and exchanges, please refer to our TERMS and CONDITIONS or EXCHANGES and RETURNS.

I am a Castelbel distributor/retailer. Can I place orders on your site?

The Castelbel online shop is exclusively for individuals (end customers).

Castelbel distributors and retailers should continue to place their orders as before. For more information, send us an e-mail to geral@castelbel.com or contact your account manager.

How can I buy Castelbel products in other countries?

The purchase of products from the Castelbel online shop is possible in Eurozone countries, United Kingdom, Switzerland, Norway, United States of America and Canada.

In other countries, our products must be purchased from specialised high street stores. If you wish to purchase our products outside the delivery areas for the Castelbel online shop, please send us an e-mail to geral@castelbel.com to find out where our main points of sale are.

Why can’t I buy a product online?

The Castelbel online shop offers only part of our collections, and we expect to gradually introduce more products and collections. Collections not available here are offline exclusives and must be purchased at specialised high street stores. If you want to purchase a product that is not available from our online shop, please send us an email to geral@castelbel.com to find out where our main points of sale are.

What should I do if the product I want is not in stock?

We will make every effort to ensure our products are available. If we don’t have a product in stock, its price will be automatically deducted from your order and you may then place a new order for the product when it becomes available.

However, whenever possible, we will send you a message before despatching it so that you can change the product in your order if you prefer.

What payment methods are accepted?

We offer the following payment methods:

Domestic (in Portugal and Islands):
- Visa and Mastercard

- ATM

-MBWay

– Paypal.

International (Euro zone and non-EU countries):
- Visa and Mastercard
– Paypal.

Castelbel guarantees that all transactions are encrypted and 100% secure. We do not store any card numbers or any kind of information obtained and related to payment.

Does the final price include VAT?

The prices of all items in the online store are shown in euros.

The price shown for each product does not include any transport and shipping costs. However, it includes the VAT rate in force in Portugal.

Is it possible to order online and collect the product from a shop that sells Castelbel products?

Orders placed through the Castelbel online shop are sent via a courier to the address specified by the customer. Collection from stores is not possible.

I am having problems using the site. What should I do?

Please study the type of problem you are having and confirm whether any of the issues included here may resolve your issue.

For technical difficulties or problems, please contact us at the following email address: shoponline@castelbel.com.

For other types of questions related to the Castelbel online store, please send an email to shoponline@castelbel.comYou can also contact us via WhatsApp, on +351 913964852 (messages only).

To clarify other issues relating to physical retail network and points of sale, write to us at geral@castelbel.com. geral@castelbel.com.

I am interested in becoming a Castelbel distributor/retailer. How can I do this?

You should send us an email to geral@castelbel.com, giving your contact details and information about your company. We will then get in touch with you.

3 - Shipments and deliveries

Is it possible to deliver my order in another country?

You should specify the delivery address at the end of the ordering process. It is possible to enter a delivery address that is different from your billing address. However, it is only possible to request delivery in Euro Zone countries, the United Kingdom, Switzerland, Norway, United States of America and Canada.

Check here for more information about countries, conditions and shipping costs.

 

What are the shipping costs? How long is the delivery time?

All orders to be delivered in mainland Portugal, the Azores and Madeira will be shipped by DPD and are subject to the shipping costs outlined below.

 

Mainland Portugal:

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 above €50 (fifty euros);

- For purchases equal to or less than €50 (fifty euros), the shipping cost is a flat fee of €5,00 (five euros);

- On completion of the purchase process, you will be 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).

Azores and Madeira Autonomous Regions - air freight

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

IslandAir freight
Cost per KgTransport time
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

When can I expect to receive my order?

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

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

Delivery time depends on the country and the shipping method chosen.

Which courier will you use to ship my order?

If your order is to Euro zone, it will be shipped through DPD. If the order is for non-EU countries, it will be shipped through TNT.

What happens if I want to change my order?

As soon as orders are dispatched, we will send you an email with tracking information and order collection instructions.

You can follow your order on DPD.

What happens if I want to change my order?

You can change your order while it is being processed. To request a change, please contact us at shoponline@castelbel.com or via WhatsApp +351 913964852. The ability to change your order depends on what stage it is at.

Once orders are dispatched, they cannot be changed, as it is no longer possible for Castelbel to change the delivery address.

To do this, you should enter the DPD site and follow the steps outlined by the company.

Other Euro Zone countries

In the other Euro Zone, United Kingdom, Canada, United States of America, Norway and Switzerland the following delivery costs apply:

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
Romenia4-5 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.

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.

The delivery times indicated correspond to the time between the order leaving the warehouse and its receipt by the user, i.e., after the order is processed for shipping.

4 - Returns and exchanges

How are returns processed?

Should you wish to return a product, you should contact us at shoponline@castelbel.com and enter the order number in the email subject line. Please state your reasons for returning the product and provide the information necessary for us to deal with your request.

Castelbel will then send you an e-mail with instructions on how to return or exchange the item.

The item(s) should only be returned through the courier indicated in the email sent by Castelbel. You should also follow the instructions provided in order to complete the process.

If the return has not been previously authorised and/or the item(s) has(have) not been sent via the same courier indicated in the email with the return instructions, Castelbel reserves the right to refuse to accept the item(s).

If an unauthorised return is accepted, Castelbel will deduct 10% from the value of the item(s) to cover administration 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.

Check HERE additional information about how to proceed and associated freight costs.

What is the expected time for processing a refund?

The processing time for a refund depends on the procedures of the credit card company, so there may be variations in the time taken.
As regards orders paid via Paypal, the amount of the orders will be refunded to the original Paypal account.

How long does it take to exchange a product?

In the email you send to the address shoponline@castelbel.com stating your intention to exchange the item, you must indicate which product(s) you wish to exchange and which one(s) you wish to purchase.

You will then receive an email indicating how you can exchange the item and which courier will handle shipping.
After receiving and checking the products at our warehouse, we will conclude the exchange process.

Check HERE additional information about how to proceed and associated freight costs.

What happens if my order is wrong or has arrived damaged?

You should report the error or damage to the address shoponline@castelbel.com and enter the order number in the email subject line. Please state your reasons for returning the product and provide the information necessary for us to deal with your request.

Castelbel will then send you an email indicating how you can receive the correct item or a refund.

In such cases, Castelbel will be responsible for associated shipping costs.

5 - Vouchers and special offer codes

How can I apply a voucher to my order?

If you have received a promotional code/voucher, you must enter it when you order (check-out).

Promotional codes have a validity period. They can only be used during this period and only once. You can use only one promotional code at a time.

You cannot use promotional codes during special offers, campaigns, or promotions.

Can vouchers be used in high street stores that sell Castelbel products?

Promotional codes are for exclusive use in the Castelbel online shop and cannot be used in high street stores.

Is it possible to request a refund of a voucher?

You cannot request a refund of a promotional code/voucher.

Is it possible to use a voucher on another site that sells Castelbel products?

Promotional codes are for exclusive use in the Castelbel online shop and cannot be used in other online shops.

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

Items purchased in sales, promotions or at reduced prices

Sales of items in sales or 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 and users will be duly informed thereof.
The use of said code is subject to the expiry date, which cannot be extended.

Promotional codes cannot be used 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!