FAQ

When can I buy?

Castañer.com allows you to shop 24 hours a day, 7 days a week, all year round.

 

In which countries can you buy and ship your orders online?

It is currently available for purchase online in the following countries: Spain (excluding the Canary Islands and Ceuta and Melilla), Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, the Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain (excluding the Canary Islands and Ceuta and Melilla) and Sweden.

 

In which languages is it available www.castaner.com?

You can navigate in the following languages:

  • Español
  • Català
  • English
  • Français
  • Italian

 

How do I contact Castañer to make an enquiry?

Communications between Castañer and the customer regarding these conditions of use will be made in writing through the "Customer Service" section.

All necessary communications between the customer and Castañer must be carried out in writing through the contact form. Your requests will be dealt with in order of arrival as quickly as possible.

Customers will be able to write and get in touch through the Social Networks suitable for this purpose, for queries related to customer service, it will be necessary to fill in the contact form.

 

How can I register?

Any user of www.castaner.com can register. You must go to "Register" and fill in the form, filling in all the fields with (*). Remember that the fields with (*) are mandatory for a successful registration.

 

How can I change my details?

You can access 'My Account' at any time and change your personal data, access data and delivery addresses.

 

Can I unsubscribe from the Castañer Newsletter?

Yes, you have two options to unsubscribe from the Newsletter:

    a) From any Newsletter you receive in your e-mail. There is a link that allows you to unsubscribe instantly.

 

Do I need to register to complete the order?

No. You can complete the order in GUEST mode. From Castañer advise you to register your data at www.castaner.com, purchases will be recorded in your account and you can access the status of these at any time, likewise your shipping and billing information will be saved for future purchases.

This data can always be modified in "My Account".

 

How do I recover my forgotten password?

If you forget your password, you can recover it in the login section. You will receive an email with your new password.

 

How can I be sure that I have made the right purchase?

You should receive an order confirmation email to your email, you can also view your orders in "My Account" in the case of making the purchase with a registered email.

 

Are items marked "out of stock" restocked?

If an item is out of stock, it will be restocked as soon as possible. If an item is out of stock, it will be removed from the website.

 

Can I remove an item from my order?

Yes. During the checkout process, from your bag or shopping cart you will be able to remove the items you do not want, as long as you have not processed your order.

 

Are the products the same as the images shown on www.castaner.com?

Although an effort has been made to display the color of the garments as close to reality as possible, the color of the garments displayed on the screen may be subject to variations depending on the quality of the monitor used.

The descriptions of the products offered on the website are based on the internal documentation of Distribuciones Calzados Banyoles SL, these descriptions may contain slight variations and updates without notice.

The photographs or graphic representations relating to the products, as well as trade names, are intended to provide as much information as possible to the end customer. Distribuciones Calzados Banyoles SL reserves the right to rectify images where strictly necessary.

 

Can the country of delivery of the order be different from the country of purchase?

The country of delivery must always match the country of purchase.

 

What payment method can I use to make my purchase?

In Castaner.com you can use the following payment methods: Credit cards, debit cards, Paypal and Klarna.

 

¿Is it safe to use my credit card on the web?

Yes, data is transmitted in SSL encrypted form. For payment with Visa only CES (Secure Electronic Commerce) transactions will be accepted. After verifying that the card is adhered to the CES system, the system will contact the issuing bank for the buyer to authorize the purchase. When the bank confirms the authenticity, the card will be charged. Otherwise the order will be cancelled.

Distribuciones Calzados Banyoles SL states that it does not have access to or store sensitive data relating to the means of payment used by the customer. Only the corresponding payment processing entity has access to this data for payment and collection management purposes.

 

Why can my credit card be declined?

     a) The card may be out of date.

     b) The card limit may have been reached. Check with your bank that the card has not exceeded the amount to be able to make purchases. It may be that some of the information entered is incorrect. Check that you have filled in the required fields correctly.

 

Where can I receive my order?

You can receive it at the address of your choice: home, work... Never at a post office box.

 

Can I get an invoice in my company name?

The customer may contact customer service, providing the fiscal data necessary for the generation of the invoice.

 

Can I cancel my order?

Customers may cancel the order as long as it has not yet been shipped from the logistics warehouse of Distribuciones Calzados Banyoles SL. You should contact customer service indicating that you want to cancel the order placed, attaching the information necessary for the cancellation of this, order number, email and name of the recipient.

In the event that the order has already been shipped, if the customer wishes to cancel an order, it must be returned.

 

Can I extend my order?

In the case of order extensions, the customer must contact customer service. The order will be cancelled as long as it has not been dispatched from our warehouse and the customer will be refunded in full. The customer is free to place a new order with the desired items.

 

Can I check the status of my order?

When the order is shipped, you will receive a notification with your tracking number which you can use to track your order every step of the way until delivery.

 

What should I do if I receive a defective or wrong item?

Castañer only sells items in perfect condition. If exceptionally you receive a defective product, please contact customer service through the contact form.

 

What is the home delivery process?

In the home delivery, we will send you an e-mail or SMS confirmation of shipment with a tracking number where you can see at any time the status of your order. 

 

What is the deadline for making a return?

You can find more information about the return period at Return Policy.

 

Can I make a change?

To change an item, you must make a return of the item to change, once received the economic refund, you can place a new order. The rates of the articles may vary in periods of sales or promotions.

When returning an item, the amount paid for the item on the day of purchase will always be refunded.

If you want to make a change and a new purchase is generated, the amount to be paid will be the current rate of the day of the new order.

 

What should I do if the amount of my refund is incorrect?

Please contact our customer service and we will solve the problem as soon as possible.

 

How do I proceed with my return?

Please go to this link to see the return process.

 

What are cookies?

Cookies are files that are downloaded to the user's terminal (computer/smartphone/tablet) when accessing certain web pages and are stored in the user's memory. Cookies allow, among other things, store and retrieve information about browsing habits of a user or your computer, see which pages are visited, 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.

 

What cookies does Castañer currently use?

You can see the cookies used by Castañer go to the corresponding section of the Cookies Policy Castañer.

 

What size should I buy?

You can find the size guide below:  

WOMAN

EURO SIZES US SIZES UK SIZES INCH CENTIMETERS
35 5 2 8,9" 22,7cm
36 6 3 9.3" 23,6cm
37 6.5 4 9,4" 24,0cm
38 7.5 5 9,8" 24,9cm
39 8 6 10.0" 25,3cm
40 9 7 10,3" 26,2cm
41 10 8 10,7" 27,1cm

 

MAN

EURO SIZES US SIZES UK SIZES INCH CENTIMETERS
39 6 5 10,1" 25,7cm
40 6.5 6 10,3" 26,2cm
41 7.5 7 10,6" 27,0cm
42 8 8 10,8" 27,5cm
43 9 9 11,1" 28,3cm
44 9.5 10 11,3" 28,8cm
45 10.5 11 11,7" 29,6cm