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Frequently asked questions

FAQ's

We have compiled here all the answers to the questions you might have regarding our online shop. Can’t find what you’re looking for? Don’t hesitate to contact us!

1 - My account

How do I create an account?

To create an account, go to our website, click on the icon in the upper right corner that gives you access to our personal area and select the option
CREATE ACCOUNT.

You will receive an e-mail from shoponline@castelbel.com to confirm your address and only after this confirmation is the account activated.

Can I use my Facebook account to access the personal area?

To access the personal area, you can register using your email address or your Google account. It is not possible to use a Facebook account to register on our site.

How do I update my details/information?

To update your personal details, access your personal area on the Castelbel website and log in using your account registration data.

Why do I need to create an account?

Creating an account is not required to make a purchase at the Castelbel online shop. However, if you want to use the address registration features or shopping history, we recommend that you register on our site.
Alternatively, you can use your Google account to access our personal area.

I’ve forgotten my password. What should I do?

You can make a request to recover your account HERE

Is it possible to cancel my subscription to the Castelbel newsletter?

You can unsubscribe from the Castelbel newsletter in your personal area (after logging on to our site and managing your preferences) or directly using the ‘unsubscribe’ link that is included in our newsletters.

2 - About the store

In which countries is the Castelbel online store available?

The Castelbel online shop is available in Portugal, in the other Eurozone countries (Austria, Belgium, Cyprus, Czech Republic, Estonia, Finland, France, Germany, Greece, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, The Netherlands, Spain) and the United Kingdom.

The product I want to buy is not available for sale. Is there a problem? What do I do?

This is not a problem nor an error.

The Castelbel online shop offers only part of our collections. The rest of the collections are sold exclusively offline, and must be purchased at specialised high street stores. If you want to purchase a product that is not available from our online shop, please send us an email to geral@castelbel.com to find out where our main points of sale are.

When will a particular product become available for purchase online?

We are working to make more products available from our online shop. However, we cannot publish specific dates, so other products should be purchased from our physical retail network.

If you want to purchase a product that is not available from our online shop, please send us an email to geral@castelbel.com to find out where our main points of sale are.

How do I use a promotional code/voucher?

If you have received a promotional code/voucher, you must enter it when you order (check-out).

Promotional codes have a validity period. They can only be used during this period and only once. You can use only one promotional code at a time.

You cannot use promotional codes during special offers, campaigns, or promotions.

When will the amount of my purchase be charged to me?

The amount is debited through the platform used for this purpose (Easypay or Paypal), at the time your order is completed.

After the debit, you will receive an email confirming that your payment has been correctly received, together with a summary of the purchase made, which will then be prepared for dispatch.

Castelbel guarantees that all transactions are encrypted and 100% secure.

I bought a Castelbel product at another points of sale and the price is different. Why?

Castelbel products can be found in various multi-brand specialist stores, and Castelbel does not have the power to set retail prices at said shops.

Is it possible to return or exchange the product purchased online in a high street store?

All products purchased at the Castelbel online shop must be returned by the same route. Returns or exchanges of products purchased at the Castelbel online shop will not be accepted at high street stores.
For procedures on returns and exchanges, please refer to our ‘Terms and Conditions’ or ‘Returns’.

I am a Castelbel distributor/retailer. Can I place orders on your site?

The Castelbel online shop is exclusively for individuals (end customers).
Castelbel distributors and retailers should continue to place their orders as before. For more information, send us an e-mail to geral@castelbel.com or contact your account manager.

How can I buy Castelbel products in other countries?

The purchase of products from the Castelbel online shop is possible in Eurozone countries and the United Kingdom only.

In other countries, our products must be purchased from specialised high street stores. If you wish to purchase our products outside the delivery areas for the Castelbel online shop, please send us an e-mail to geral@castelbel.com to find out where our main points of sale are.

Why can’t I buy a product online?

The Castelbel online shop offers only part of our collections, and we expect to gradually introduce more products and collections. Collections not available here are offline exclusives and must be purchased at specialised high street stores.

If you want to purchase a product that is not available from our online shop, please send us an email to geral@castelbel.com to find out where our main points of sale are.

What should I do if the product I want is not in stock?

We will make every effort to ensure our products are available. If we don’t have a product in stock, its price will be automatically deducted from your order and you may then place a new order for the product when it becomes available.

However, whenever possible, we will send you a message before despatching it so that you can change the product in your order if you prefer.

What payment methods are accepted?

We offer the following payment methods:

Domestic (in Portugal and the Islands):
- Visa and Mastercard;
- Paypal.

International (Eurozone and UK):
- Visa and Mastercard;
- Paypal.

Castelbel guarantees that all transactions are encrypted and 100% secure. We do not store any card numbers or any kind of information obtained and related to payment.

Does the final price include VAT?

The prices of all items in the online store are shown in euros.

The price shown for each product does not include any transport and shipping costs. However, it includes the VAT rate in force in Portugal.

Is it possible to order online and collect the product from a shop that sells Castelbel products?

Orders placed through the Castelbel online shop are sent via a courier to the address specified by the customer. Collection from stores is not possible.

I am having problems using the site. What should I do?

Please study the type of problem you are having and confirm whether any of the issues included here may resolve your issue.

For technical difficulties or problems, please contact us at the following email address: support@castelbel.com.

For other types of questions related to the Castelbel online store, please send an email to shoponline@castelbel.com or quality@castelbel.com (for resolution of issues, returns or exchange).

You can also contact us via WhatsApp, on +351 913964852 (messages only).

To clarify other issues relating to physical retail network and points of sale, write to us at geral@castelbel.com.

I am interested in becoming a Castelbel distributor/retailer. How can I do this?

You should send us an email to geral@castelbel.com, giving your contact details and information about your company. We will then get in touch with you.

3 - Shipments and deliveries

Is it possible to deliver my order in another country?

You should specify the delivery address at the end of the ordering process. It is possible to enter a delivery address that is different from your billing address. However, it is only possible to request delivery in Euro Zone countries and the United Kingdom.

Check here for more information about countries, conditions and shipping costs.

What are the shipping costs? How long is the delivery time?

All orders to be delivered in mainland Portugal, the Azores and Madeira will be shipped by Chronopost and are subject to the shipping costs outlined below.

Mainland Portugal:

Shipping costs will be free for orders of €50 (fifty euros) or more;

For purchases of less than €50 (fifty euros), the shipping cost is a flat fee of €7.50 (seven euros and fifty cents);

On completion of the purchase process, you will be informed of the total costs of the purchase, including shipping costs.

Azores and Madeira Autonomous Regions - sea transport:

All orders to be delivered to the Azores or Madeira are subject to the following shipping costs.




*Cost of shipping orders up to 10 kg. Above this weight, add €5 for each additional kg.

**Estimated travel time after departure of the boat.

Other Euro Zone countries

In the other Euro Zone countries and the United Kingdom, the following delivery costs apply:



*Does not include shipping to the Balearic Islands, Ceuta, Melilla or Canary Islands

**Does not include shipping to Corsica

Delivery times are merely indicative and do not take account of possible delays that may be caused by problems with payment authorisations or due to delays by the carrier.

The delivery times indicated correspond to the time between the order leaving the warehouse and its receipt by the user, i.e., after the order is processed for shipping.

When can I expect to receive my order?

All orders are shipped within 1 to 3 business days after payment and completion of the order. As soon as orders are dispatched, we will send you an email with tracking information and order collection instructions.

Confirmation of shipment of all orders will include the name of the courier and the tracking number.

Delivery time depends on the country and the shipping method chosen.

Azores and Madeira Autonomous Regions - air freight



*Above 1 kg, add €5 for each additional kg.

Which courier will you use to ship my order?

Our orders are shipped via Chronopost.

What happens if I want to change my order?

You can change your order while it is being processed.

To request a change, please contact us at shoponline@castelbel.com or via WhatsApp +351 913964852. The ability to change your order depends on what stage it is at.

Once orders are dispatched, they cannot be changed, as it is no longer possible for Castelbel to change the delivery address. To do this, you should enter the CHRONOPOST site and follow the steps outlined by the company.

Can I track my order?

As soon as orders are dispatched, we will send you an email with tracking information and order collection instructions. You can follow your order on the CHRONOPOST website.

4 - Returns and exchanges

How are returns processed?

Should you wish to return a product, you should 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.

Castelbel will then send you an e-mail with instructions on how to return or exchange the item.

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.

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.

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.

Please see additional information about how to proceed and associated freight costs CLICKING HERE

What is the expected time for processing a 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 of the orders will be refunded to the original Paypal account.

How long does it take to exchange a product?

In the email you send to the address quality@castelbel.com stating your intention to exchange the item, you must indicate which product(s) you wish to exchange and which one(s) you wish to purchase.

You will then receive an email indicating how you can exchange the item and which courier will handle shipping.
After receiving and checking the products at our warehouse, we will conclude the exchange process.

Please see HERE additional information about how to proceed and associated freight costs.

What happens if my order is wrong or has arrived damaged?

You should report the error or damage to the address quality@castelbel.com giving the order number in the subject line of the e-mail. Please state your reasons for returning the product and provide the information necessary for us to deal with your request.

Castelbel will then send you an email indicating how you can receive the correct item or a refund.

In such cases, Castelbel will be responsible for associated shipping costs.

5 - Vouchers and special offer codes

How can I apply a voucher to my order?

If you have received a promotional code/voucher, you must enter it when you order (check-out).

Promotional codes have a validity period. They can only be used during this period and only once. You can use only one promotional code at a time.

You cannot use promotional codes during special offers, campaigns, or promotions.

Can vouchers be used in high street stores that sell Castelbel products?

Promotional codes are for exclusive use in the Castelbel online shop and cannot be used in high street stores.

Is it possible to request a refund of a voucher?

You cannot request a refund of a promotional code/voucher.

Is it possible to use a voucher on another site that sells Castelbel products?

Promotional codes are for exclusive use in the Castelbel online shop and cannot be used in other online shops.