FAQ
When can I shop?
You can shop on our website 24 hours a day, 7 days a week, all year round.
How can I create an account?
Any user of UK.CASTANER.COM can create an account. You will need to access the login icon and fill in the form.
Do I need to create an account to buy?
No. You can complete the order in guest mode. From Castañer we recommend registering your data in www.uk.castaner.com, purchases will be recorded in your account and you can access the status of these at any time. Your shipping and billing information will be saved and will save you time in future purchases.
These data can always be modified at "my account".
How do I recover my forgotten password?
In case you forget your password, you can easily recover it by receiving an email with your new password.
How can I be sure that my purchase has been made correctly?
You should receive an email with your order confirmation. You will also be able to review your orders in your account.
Can I remove a product from my order?
Yes, during the checkout process from your shopping cart as long as you have not processed your order.
Can I get an invoice in the name of my company?
You must request it through the contact form.
How do I contact Castañer to make an inquiry?
Please contact Castañer in writing through contact form for any questions regarding the terms of use. Requests will be handled on a first-come, first-served basis as quickly as possible.
You can also write and get in touch through social networks suitable for this purpose, for questions regarding customer service, it will be necessary to fill out the contact form.
Can I unsubscribe from the Castañer newsletter?
In any newsletter you receive in your e-mail, there is a link that allows you to unsubscribe instantly.
Are items marked "out of stock" restocked?
If an item is out of stock, it will be restocked as soon as possible. In case of out of stock, it will be removed from the website.
Can I remove an item from my order?
Yes, during the purchase process, from the shopping bag or shopping cart you can remove the items you do not want, as long as you have not yet processed your order.
Are the products the same as the images shown on the website?
Although we have made an effort to show the color of the garments as close to reality, the color of the garments shown on the screen may vary depending on the quality of the monitor used.
The descriptions of the products offered on the website are based on the internal documentation of Castañer, these descriptions may contain slight variations and in some cases, updates.
The photographs of the products, as well as the trade names, are intended to provide you with as much information as possible. Castañer reserves the right to rectify images when strictly necessary.
Is it safe to use my credit card on the web?
Yes, the data is transmitted in SSL encrypted form. For Visa payment, only Ces transactions will be accepted (secure e-commerce). After verifying that the card is adhered to the ces system, the system will contact the issuing bank to authorize the purchase. When the bank confirms the authenticity, the card will be charged, otherwise the order will be canceled.
Distribuciones Calzados Banyoles S.L. declares that it does not have access to or store sensitive data relating to the means of payment you have used. Only the corresponding payment processing entity has access to this data for payment and collection management purposes.
Where can I receive my order?
You can receive it in any physical place accessible to courier companies: home, work... never in a PO Box.
Can I cancel my order?
You can cancel your order as long as it has not yet been dispatched from our logistics warehouse. Please contact customer service indicating that you want to cancel the order, attaching the necessary information for the cancellation: order number, email and recipient's name.
To cancel an order that has already been shipped, you must return it.
Shipping addresses must be physical locations accessible to courier companies. We cannot ship to collection points or post offices.
Can I extend my order?
In case of order extensions, please contact customer service. The order will be cancelled as long as it has not already been shipped from our warehouse and you will be refunded in full. You will then be free to place a new order with the desired items.
Can I check the status of my order?
When your order is shipped, you will receive a message with a tracking number to track your order at any time until delivery.
What should I do if I receive a defective or wrong item?
uk.castaner.com only sells products in perfect condition. If exceptionally you receive a defective or erroneous product you should contact customer service by filling out the form or writing directly to our email info.uk@castaner.com
What is the home delivery process?
We will send you an e-mail or SMS confirmation of shipment with a tracking number where you can see the status of your order at any time.
How long do I have to return an order?
Yes, you have 30 working days after the purchase to request a refund, it must be in perfect condition, unused and in its original box.
What is the cost of the return?
All returns will have a cost of £5.99 which will be deducted from the amount of the returned item(s).
Can I make an exchange?
To make an exchange you will need to make a return and a new purchase.
What should I do if the amount of my return is incorrect?
Don't worry, contact our customer service and we will solve the problem as soon as possible.
What are cookies?
Cookies are files that are downloaded to your terminal when you access certain web pages and stored in its memory. Cookies allow, among other things, store and retrieve information about your browsing habits of your computer, see what pages you visit, the connection time, analyze the operation of a page, if there are technical problems, etc.. Depending on the information they contain and the way in which the terminal is used, they can be used to recognize the user.