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?
Currently you can shop online in the following countries: Spain (excluding the Canary Islands and Ceuta and Melilla), Germany, Austria, Belgium, Bulgaria, Croatia, Denmark, Slovakia, Slovenia, Estonia, Finland, France, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Czech Republic, Romania, Slovakia, Slovenia and Sweden.
In which languages is it available? www.castaner.com?
You will be able to navigate in the following languages:
- Español
- Catalan
- English
- French
- Italiano
How do I contact Castañer to make an inquiry?
Communications between Castañer and the customer regarding these terms 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 may write and contact through the Social Networks suitable for this purpose, for queries related to customer service, it will be necessary to fill out 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 modify my data?
You can access 'My Account' at any time and from there 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 we advise you to register your data in www.castaner.com, the purchases will be registered in your account and you will be able to access the status of these at any time, likewise your shipping and billing information will be saved for future purchases.
These 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 identification section. You will receive an email with your new password.
How can I be sure that my order has been successfully completed?
You should receive an order confirmation email to your email address, 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. 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 processed your order.
Are the products the same as the images shown on www.castaner.com?
Although an effort has been made to show the color of the garments as close to reality, the color of the garments shown 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, such descriptions may contain minor 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 when strictly necessary.
Can the country of delivery of the order be different from the country of purchase?
The country of delivery must always coincide with the country of purchase.
What form of payment 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, the data is transmitted in SSL encrypted form. For Visa payment 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 canceled.
Distribuciones Calzados Banyoles SL states that it does not have access 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 rejected?
a) The card may be expired.
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. Some of the information entered may be 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's name?
The customer can 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 dispatched 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, you should proceed to its return.
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 will be free to place a new order with the desired items.
Can I know the status of my order?
When the order is shipped, you will receive a notification with your tracking number that you can use to follow 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 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.
How long does it take to return an order?
You can find more information about the return period at Return Policy.
Can I make an exchange?
To exchange an item, you must return the item to be exchanged, and once you have received the refund, you can place a new order. The rates of the articles may vary in periods of sales or promotions.
When making the return, the amount paid on the day of purchase for the item will always be refunded.
If you want to make an exchange and a new purchase is generated, the amount to be paid will be the rate in effect on the day of the new order.
What should I do if the amount of my return 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 access 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 what 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 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 of Castañer.
What size should I buy?
You can find the size guide below:
WOMAN
| EURO SIZES | US SIZES | UK SIZES | INCHES | 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 |
MEN
| EURO SIZES | US SIZES | UK SIZES | INCHES | 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 |