FAQ

When can I shop?

You can shop on our website 24 hours a day, 7 days a week, all year round.

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

You can currently buy 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 and Sweden.

In which languages is www.castaner.com available?

You can navigate in the following languages:

Spanish

Catalan

English

French

Italian

How do I contact Castañer to make an enquiry?

Please contact Castañer in writing via the contact form if you have any queries regarding the conditions of use. Requests will be dealt with on a first-come, first-served basis as quickly as possible.

You can also write and get in touch via social media, for customer service related queries, you will need to fill in the contact form.

How can I sign up?

Any user of www.castaner.com can sign up and create a customer account. You must go to "sign up" and fill in the form by filling in all the required fields(*). 

How can I change my details? 

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

If you are not signed up, you must send us an email at customercare@castaner.com indicating the correct details so that we can proceed with the change and update.

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.

Do I need to sign up to complete the order?

No. You can complete the order in guest mode. From Castañer we recommend registering your details at www.castaner.com; your purchases will be registered in your account and you will be able to access their status at any time. Your shipping and billing information will be saved and this will save you time in 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 purchase correctly?

You will receive an order confirmation email in your email inbox; you can also view your orders in "my account" if you have signed up.

Are items marked "out of stock" replenished?

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

Can I remove an item from my order?

Yes, during the checkout process, you will be able to remove unwanted items from your shopping bag or cart, 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 colour of the garments as close to reality as possible, the colour 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.

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?

At 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 e-commerce) transactions will be accepted. After verifying that the card is a member of the Ces system, the system will contact the issuing bank to authorise the purchase. When the bank confirms the authenticity, the card will be charged, otherwise the order will be cancelled.

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.

Why can my credit card be rejected?

a) The card may be out of date.

b) The card limit may have been reached.

c) It is possible that some of the data entered is incorrect, please check that you have filled in all the fields correctly.

Where can I receive my order?

You can receive it at any physical location accessible to courier companies: home, work... never at a post office box.

Can I get an invoice in my company name?

You can contact customer service, providing the fiscal data necessary to generate the invoice.

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 wish to cancel the order, enclosing the necessary information for the cancellation: order number, email and recipient's name.

To cancel an order that has already been dispatched, you must return it.

Shipping addresses must be physical locations accessible to courier companies. We cannot deliver to collection points or post offices.

Can I add to my order?

In case of additions to an order, please contact customer service. The order will be cancelled as long as it has not already been dispatched from our warehouse and you will be refunded in full. You are then 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 message with a tracking number 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?

We will send you a shipping confirmation e-mail or SMS with a tracking number where you can check the status of your order at any time.

What is the deadline for making a return?

The deadline is 30 calendar days from the date you received your order. You can find more information in our returns policy.

Can I make a change?

To exchange an item, you have to return the item to be exchanged; once you have received the refund, you can place a new order.

The prices of the articles may vary during sales or promotional periods. When returning an item, you will always be refunded the amount paid on the day of purchase. If you buy the item again, the amount to be paid will be the rate in force on the day of the new order.

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

Don't worry, contact our customer service and we will solve the problem as quickly as possible.

How do I proceed with my return?

Please follow this link to see the return process.

What are cookies?

Cookies are files that are downloaded to your terminal when you access certain web pages and are stored in its memory. Cookies allow, among other things, to store and retrieve information about your browsing habits from your computer, see which pages you visit, the connection time, analyse the functioning of a page, determine 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 recognise the user.

What size should I buy?

You can find the size guide below:

WOMEN

EU	UK	US	CM	INCHES
35	2	5	22,7	8,9"
36	3	6	23,6	9,2"
37	4	6.5	24,0	9,4"
38	5	7.5	24,9	9,8"
39	6	8	25,3	9,9"
40	7	9	26,2	10,3"
41	8	10	27,1	10,6"

MEN

EU	UK	US	CM	INCHES
39	5	6	25,7	10,1
40	6	6.5	26,2	10,3
41	7	7.5	27,0	10,6"
42	8	8	27,5	10,8"
43	9	9	28,3	11,1"
44	10	9.5	28,8	11,1"
45	11	10.5	29,6	11,3"
46	12	11	30,1	11,6"