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

Purchases from the Castelbel online store are only available for countries in the Eurozone, the United Kingdom, Switzerland, Norway, the United States of America, and Canada.
In other countries, our products can be found in specialized physical stores. If you wish to purchase products outside the delivery areas of our online store, please contact us at shoponline@castelbel.com .

If you wish to purchase a product that is not available in our online store, please contact us at shoponline@castelbel.com .

We will do everything possible to ensure the availability of your products. If we do not have a product in stock, this amount will be automatically deducted from your order, and you can request this product again in a new order when it becomes available.

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

If you received a promotional code or coupon, you must enter it at checkout.

Coupons have an expiration date and can only be used once during that period. Only one promotional code can be used at a time.

Coupons cannot be used during special offers, campaigns, or promotions.

We offer the following payment methods:
- Visa, Mastercard, Amex and UnionPay cards
- PayPal
- Google Pay
- Apple Pay
- Shop
- Multibanco (ATM) and MBWAY - only Portugal and Islands

The amount is debited at checkout, through the payment platform used.

After the payment is processed, you will receive a confirmation email with a summary of your purchase. The order will then be prepared for shipment.

All prices in the online store are listed in EUR (€).

The price shown for each product already includes the VAT rate applicable in Portugal, but does not include transport or shipping costs, which will be calculated at the time of ordering.

VAT is only charged on purchases within Portugal; no VAT will be charged for purchases from other countries.

Castelbel products are available in various specialized multi-brand stores, and we are unable to determine retail prices for stores not managed by Castelbel.

Orders placed on the Castelbel online store are shipped exclusively via courier. It is not possible to pick up products directly at the store.

All products purchased from the Castelbel online store must be returned via the same method.

Returns or exchanges are not possible in physical stores for purchases made online.

For more information on return and exchange procedures, please see our Terms and Conditions or the Returns and Exchanges section.

For technical issues with the online store, you can send an email to shoponline@castelbel.com or message us via WhatsApp at +351 913 964 852 .

For questions related to Castelbel's physical stores, please send an email to geral@castelbel.com .

For clarification of other types of questions related to points of sale in the physical retail network, write to us at geral@castelbel.com .

The Castelbel online store is intended exclusively for end consumers .

Distributors and resellers should continue to place their orders through their usual channels. For more information, please contact us via email. Contact your sales manager at comercial@castelbel.com or speak to them.

Send an email to comercial@castelbel.com , including your contact information and details about your company. We will then contact you to fulfill your request.

Mainland Portugal
- For orders over €50 (fifty euros), shipping costs are free;
- For purchases of €50 (fifty euros) or less, shipping costs will be borne by the user and will have a fixed rate of €5.00 (five euros);
- At the time of completing the purchase process, the consumer will be duly informed of the total costs of the purchase, including shipping costs.
- Normal transit time – up to 3 business days (after shipment).

Islands
Maritime Transport: Currently, we do not offer a minimum order value for free shipping;

List of shipping costs and times by archipelago/island:

*Does not include shipments to the Balearic Islands, Ceuta, Melilla, and the Canary Islands.
**Does not include shipments to Corsica. For non-EU countries, shipping costs refer only to export expenses (from Portugal to the border of the destination country).

We are not responsible for any customs duties or fees on orders. The indicated transit times correspond to the period between the order leaving our warehouse and its receipt by the user, after processing for shipment.

Delivery times are merely indicative and do not include any delays resulting from problems with payment authorization or constraints attributable to the carrier.

All orders placed on the Castelbel website will only be processed by our services from Monday to Friday, from 8:00 AM to 5:00 PM, regardless of whether the user placed their order on a weekend or holiday.

All orders are shipped within 1 to 3 business days after payment and order completion.

Once the order has been shipped and invoiced, an automatic email will be sent containing the invoice, tracking number, and a link to the website of the carrier that will make the delivery.

Normal order shipping times are subject to exceptions, however, during sales periods, holidays, vacation periods, or periods of exceptionally high workload, during which timeframes may be slightly longer.

The delivery times mentioned in the tables are merely indicative and do not take into account any delays that may be caused by problems with payment authorizations or due to delays on the part of the carrier.

All orders must be signed for upon delivery to generate proof of delivery.

Once your order has been invoiced and shipped, we will send you an email with tracking instructions, a link to the carrier's website, and the tracking number used.

In the event of any delay in delivery, a new delivery date will be proposed. If this new date is not convenient for the user, they may request cancellation of the order and receive a refund of the amount spent within a maximum of 10 days.

When making a purchase on the Castelbel Online Store and through DPD, the user can choose to receive the order in two different ways:

1) At the collection point;
2) At home.

When requesting delivery at a collection point (1), the order will be left in the care of the person responsible for the collection point and the user will be informed, via email and SMS, of the entire process until delivery. Collection points are always places with transit and usually have extended hours (including weekends) that allow for comfortable and convenient order pickup.
If you request home delivery (2), the order will be left at the address provided by the user, which will be informed by email and SMS, within the delivery time window. If it is found that, at this time, there is no one at the address to receive the order, it will be redirected to the collection point closest to the address provided by the user.

When the order is redirected to a collection point, the recipient is notified by email or SMS of the location to which it has been sent and that it will be available for pickup. The user will have a maximum of 10 days to pick up the order before it is returned to the sender (Castelbel).

Users are requested to carefully inspect the box upon delivery of all shipments and BEFORE signing the delivery document.

All Castelbel packaging is properly sealed with custom plastic tape for better product protection.

If, at the time of delivery, the packaging appears to be tampered with, please sign the delivery document with reservations or refuse delivery.

If you accept delivery of the order with reservations, or if you refuse it, you must immediately file a complaint with the carrier and contact Castelbel via email at shoponline@castelbel.

For orders intended for:

• Mainland Portugal and the Azores and Madeira Islands

• European countries

Please visit the DPD website.

For orders intended for:

• United Kingdom

• Switzerland

• Norway

• United States of America

• Canada

Please visit the TNT website.

To request a change, please contact us via email shoponline@castelbel.com or via WhatsApp at +351 913964852 and we will inform you of the (im)possibility of making the change, depending on the order status and product details.

Once orders are shipped, they cannot be changed, and Castelbel can no longer change the delivery address.

You must provide a delivery address when completing the order process. You can specify a delivery address different from your billing address. However, delivery is only possible within the Eurozone, the United Kingdom, Switzerland, Norway, the United States of America, and Canada.

Orders that are not delivered due to reasons attributable to the user, including errors in the address provided or any other causes that prevent delivery to the indicated address, will be returned to Castelbel.

The costs associated with shipping and returning the order will be charged to the user, and will be deducted from any amounts to be refunded.

Castelbel is responsible for the order during the transit period until the moment of actual delivery to the user.

Upon delivery of the order, the user must sign the document confirming receipt, at which point responsibility is transferred to the user.

If the user designates a recipient other than themselves for delivery purposes, they will accept that third party's signature as proof of delivery of the order and fulfillment of Castelbel's obligations, as well as the transfer of responsibility.

Available only in the following countries – Germany, Austria, Belgium, Slovakia, Slovenia, Spain, Estonia, France, Ireland, Latvia, Lithuania, Portugal and the Netherlands.

This service allows you to drop off the items to be returned at a designated pick-up point. The carrier will then collect the items from that location and transport them to our warehouse.

Please note that the return of the item(s) must be made only through the carrier indicated in the email sent by Castelbel, and you must follow the instructions sent to you to complete this process.

The user has the right to terminate the contract without needing to give a reason, within 14 (fourteen) business days.

The deadline for resolution expires in 14 (fourteen) business days counted from the moment the user or a third party designated by him/her acquires possession of the product(s), according to the document signed upon receipt of the same.

In order to facilitate the return and refund procedures to the user, the user is requested to make the material subject to the resolution available to Castelbel within a reasonable timeframe, so that Castelbel can exercise its rights and proceed with the verification of the material.

In order for the user to exercise their right of withdrawal, they must notify Castelbel of their decision to withdraw from the contract by means of a clear statement sent by email to shoponline@castelbel.com .

This statement must include the order and invoice numbers and the reference(s) of the item(s) you wish to return.
After receiving this declaration, Castelbel will send you return instructions (procedures to follow) via email, along with information about the shipping method (transport company) to be used.

In order for the withdrawal period to be respected, it is necessary to transmit the communication relating to the exercise of the right of withdrawal before the end of the period granted for this purpose: that is, 14 (fourteen) days after receipt.

If the user wishes to cancel the contract, they will be reimbursed for all payments made, excluding return shipping costs, without undue delay and, in any case, within a maximum period of 30 (thirty) days from the day on which the right of cancellation was exercised. Castelbel will proceed with the refund using the same payment method used in the initial transaction; in any case, the refund will not incur any additional costs.

In the case of cosmetic products, for health and hygiene reasons, in accordance with Article 17, paragraph 1, subparagraph e) of Decree-Law No. 1, the products that you have received before opening them.

Regarding the conditions for returning the item(s) and receiving a refund:

• The item must not have been used or altered in any way.

• When returning items, all original tags, packaging, and other accessories must be included and sent along with the order.

• Returns must be packaged in the Castelbel box used for shipping.

• If only part of the order is returned, Castelbel will refund the user the corresponding amount paid.

• The user must return the item(s) using the carrier indicated in the email sent by Castelbel, following the instructions sent by email for this process.

• Please note that refund processing times may vary depending on the procedures of your credit card company.

• For orders paid for through PayPal, the order amount will be refunded to the original account.

• In the case of item(s) whose return has not been previously authorized and/or that has/have not been sent through the same carrier, as indicated in the email sent with the return instructions, Castelbel reserves the right to refuse to receive the item(s).

• If an unauthorized return is accepted, Castelbel will deduct 10% of the item(s) value for administrative costs.

• Returns of items that do not comply with the procedures outlined in the terms and conditions of the return policy will not be accepted by Castelbel.

If you wish to make a return, you must contact us at shoponline@castelbel.com and include your order number in the email subject line. Please state the reason for the return and provide the necessary information for processing your request.

Next, Castelbel will send you an email with instructions on how to proceed with the return or exchange.

The return of the item(s) must be made only through the carrier indicated in the email sent by Castelbel, and you must also follow the instructions sent to complete this process.

In the case of item(s) whose return has not been previously authorized and/or that has/have not been sent via the carrier indicated in the email with the return instructions, Castelbel reserves the right to refuse to receive the item(s).

Even so, if an unauthorized return is accepted, Castelbel will deduct 10% of the item(s) value for administrative costs.

Returns of items that do not comply with the procedures outlined in the terms and conditions of the return policy will not be accepted by Castelbel .

We do not accept exchanges or returns of personalized products, gifts, or samples.

Returns cannot be made at Castelbel physical stores.

The Castelbel team makes every effort, meticulously checking all items, with the intention of detecting any defects that may exist before any shipment is made.

Castelbel reserves the right to request photographic evidence of defective items or incorrectly shipped goods for the purpose of reimbursing shipping costs before authorizing a return.

In the case of returned items deemed defective, an inspection will be carried out upon receipt. Items subject to normal wear and tear will not be considered defective.

In order for the user to return defective item(s), they must notify Castelbel of this decision by sending an email to shoponline@castelbel.com .

This statement must include the order and invoice numbers and the reference(s) of the item(s) you wish to return.
After receiving this declaration, Castelbel will send you return instructions (procedures to follow) by email, along with information about the carrier to be used.

If it is a return of a defective item, Castelbel, after receiving the product(s), will analyze them and inform the user of the procedures to follow. Castelbel will replace the product if it is in stock. If it is not in stock, you will receive a refund for the order and shipping costs, if any. This refund will be made using the same payment method used in the initial transaction; in any case, the refund will not incur any additional costs.

Regarding the conditions for returning the defective item(s) and the respective refund:

• The item must not have been used or altered in any way.

• When returning items, all original tags, packaging, and other accessories must be included and sent along with the order.

• Returns must be packaged in the Castelbel box used for shipping.

• If only part of the order is returned, Castelbel will refund the user the corresponding amount paid.

• The user must return the item(s) using the carrier indicated in the email sent by Castelbel, following the instructions sent by email for this process.

• After receiving the defective item(s), Castelbel will analyze them to verify the quality problem in question.

• If Castelbel is unable to replace the defective item(s), a refund of the amount paid will be issued, in the same amount paid by the user, using the original payment method.

• If all or part of the order is returned, Castelbel will refund the user the corresponding amount paid.

• Please note that refund processing times may vary depending on your credit card company.

• For orders paid for through PayPal, the order amount will be refunded to the original account.

• In the case of item(s) whose return has not been previously authorized and/or that has/have not been sent through the same carrier, as indicated in the email sent with the return instructions, Castelbel reserves the right to refuse to receive the item(s).

• If an unauthorized return is accepted, Castelbel will deduct 10% of the item(s) value for administrative costs.

• Returns of items that do not comply with the procedures outlined in the terms and conditions of the return policy will not be accepted by Castelbel. These items will be returned to the sender at the original shipping address at the user's expense.

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

We do not accept exchanges or returns of personalized products, gifts, or samples.

If the user wishes to make an exchange, they must follow this procedure:

• You must send an email to Castelbel within 30 days of receiving your order to shoponline@castelbel.com , including the order number and invoice number, the reference of the item(s) you wish to have replaced, and the item you wish to have sent as a replacement.

• After receiving this declaration, Castelbel will send you an email with exchange instructions (procedures to follow), along with information about the shipping company to be used.

• The user must return the item(s) using the carrier indicated in the email sent by Castelbel. Therefore, you must proceed according to the instructions that were sent by email in the meantime.

Returns for exchange purposes must arrive at Castelbel's facilities within 20 days of the email being sent, and must comply with the following conditions:

• The item must not have been used or altered in any way.
• When returning items, all original tags, packaging, and other accessories must be included and sent along with the order.
• Items for exchange must be packaged in the Castelbel box used for the original shipping.
• The user must exchange the item(s) through the carrier indicated in the email sent by Castelbel, following the instructions sent by email for this process.
• In the case of item(s) whose exchange has not been previously authorized and/or that has/have not been sent through the same carrier, as indicated in the email sent with the return instructions, Castelbel reserves the right to refuse to receive the item(s).

The processing of exchanges and the dispatch of replacement products will be carried out within up to 5 working days after receipt of the item to be exchanged.

You must report the error or damage to shoponline@castelbel.com and include your order number in the email subject line. Please state the reasons for the return and provide the necessary information for the analysis of your request.

Castelbel will then send you an email with instructions on how to proceed to receive the correct item or a refund for that item(s).

In these cases, Castelbel will be responsible for the associated transportation costs.

The processing time for a refund depends on the procedures of the credit card company, so there may be variations in the timeframes.

If the payment was made via Multibanco or MB Way reference, we will request your IBAN for refund purposes. This transfer will always require approval.

For orders paid for through PayPal, the order amount will be refunded to the original account.

Sales of items on clearance, promotion, or with price reductions are considered final.

Castelbel does not exchange items that were purchased on sale, promotional, or at a reduced price; the conditions mentioned for exchanges do not apply to these items. However, the general terms and conditions for contract cancellation and return of defective items do apply.

Castelbel's ability to fulfill its obligations may be affected by force majeure events. Force majeure events include, among others, situations of war, civil war, revolution, riot, government measures, strikes, blockades, or natural disasters.

In such cases, the contract between the user and Castelbel may be terminated in whole or in part by either party, with the user being reimbursed for all amounts paid.

Castelbel may send users discount coupons or promotional codes via newsletters, social media, or websites with authorized commercial promotions.

Users must enter this code in the designated field when completing their order. Most coupons can only be used once.

Each code has an expiration date, and the user is duly informed of the validity periods.
This deadline limits its use and cannot be extended.

Promotional codes cannot be used simultaneously with other promotions or sales.

If you received a promotional code/coupon, you must enter it at checkout.

Promotional codes have an expiration date and can only be used during that period. As a rule, coupons are limited to one use, although there may be exceptions. Only one promotional code can be used at a time.

Coupons cannot be used during special offers, campaigns, or promotions

It is not possible to request a refund for a promotional code/discount coupon.

Promotional codes/coupons are for exclusive use in the Castelbel online store and cannot be used in other online stores.

Promotional codes/coupons are for exclusive use in the Castelbel online store and cannot be used in physical stores, except when campaigns are run jointly.

In this case, you will be duly notified via the Castelbel Newsletter.