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Questions about

Exchanges and returns

We work constantly to bring you high-quality scented products. Made in Portugal, with love, attention to detail, our products combine a stylish design with exclusive fragrances. Should it be the case that you need to exchange or return any products purchased at the Castelbel online shop, you can find below additional information about how to proceed.

1 - Returns

Information about returns

The information here provided refers to the return of products purchased at the Castelbel online shop. If you want to exchange a product, please see the next section.

There are two different types of returns:
1) Returns related to product quality (faulty product), to an order that was wrong or has arrived damaged;
2) Other returns.

In both cases, should you wish to return a product, contact us at quality@castelbel.com and enter the order number in the email subject line. Please state your reasons for returning the product and provide the information necessary for us to deal with your request.

We will then send you an e-mail with instructions on how to return or exchange the item(s).

After receiving our confirmation that the return has been accepted, it will be necessary to schedule the parcel pick-up with Chronopost (courier company) and prepare the parcel so that it can be collected on the scheduled date. Please use the original parcel packaging/box and include all product components related to the item(s) you wish to return.

At the bottom of this page you can see further information about collection options available.

What happens after we receive the product?

After receiving and checking the products at our warehouse, we will issue your refund. The processing time for a refund depends on the procedures of the credit card company, so there may be variations in the time taken. As regards orders paid via Paypal, the amount will be refunded to the original Paypal account.

Castelbel will reimburse freight charges only when the return refers to a faulty product, to an order that was wrong or may have arrived damaged (return type 1).

In all other situations (return type 2), regardless of the what motivated the return, freight costs will be deducted from the amount to reimburse. You can check here our Terms & Condition for additional information about applicable freight costs.

If the return has not been previously authorised and/or the item(s) has(have) not been sent via the same courier indicated in the email with the return instructions, Castelbel reserves the right to refuse to accept the item(s).

If an unauthorised return is accepted, Castelbel will deduct 10% from the value of the item(s) to cover administration costs. In addition to that, please note that freight costs may be applicable.

Castelbel will not accept the return of an item(s) that does not comply with the procedures set out in the terms and conditions of the return policies.

2 - Exchanges

Information about exchanges

The information here provided refers to the exchange of products purchased at the Castelbel online shop, namely due to an order that was wrong or has arrived damaged.

There are two different types of exchanges:
1) Exchanges for another item of the same reference - due to a faulty product or an item that arrived damaged;
2) Other exchanges, in which case you must request the item exchange within 30 days of the receipt of your order.

Should you wish to exchange a product, contact us at quality@castelbel.com and enter the order number in the email subject line. Please provide the information necessary for us to deal with your request.

What happens next?

We will then send you an e-mail with instructions on how to proceed to receive the correct item(s).

After receiving our confirmation that the exchange has been accepted, it will be necessary to schedule the parcel pick-up with Chronopost (courier company) and prepare the parcel so that it can be collected on the scheduled date. Please use the original parcel packaging/box and include all product components related to the item(s) you wish to exchange.

At the bottom of this page you can see further information about collection options available.

Castelbel will pay for freight charges only when the exchange refers to a faulty product, to an order that was wrong or may have arrived damaged (return type 1). In all other situations (return type 2), customers must pay for freight costs.

3 - Collection options available

There are two different collection options available in case you need to return any item(s) to Castelbel, either as part of a return or as part of an exchange process.

a) Collection at a given address

a) Collection at a given address
Available in all countries covered by the Castelbel online shop.

The item(s) will be collected at the address provided and then sent to our warehouse.

b) Collection at a pick-up point

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

It allows you to deliver the item(s) at a previously selected pick-up point. Then, the courier company will collect the parcel at said pick-up point and will send it to our warehouse.

The item(s) should only be returned through the courier indicated in the email sent by Castelbel. You should also follow the instructions provided in order to complete the process.