CASTANER.COM SHOPPING GUIDE

1. HOW TO SHOP ON CASTANER.COM?

On http://www.castaner.com/, you can see the men’s and women’s collections available for online purchase, including Castañer espadrilles, shoes and accessories, as well as the products available at a lower price in our outlet.

  1. You should choose the size, color and number of units and save them to your shopping bag. You can change your purchase at any time by either changing or eliminating units.

  2. To complete the purchase of a Castañer product, go to your shopping bag as a guest or by logging in with your username and password. You can register after adding the products you want to your shopping bag or after that, when you are ready to confirm the order.

  3. Payment can be made via our secure server only using a bank card (Visa) or PayPal.

  4. No methods of payment other than bank cards or PayPal will be allowed. Charges will be made online in real time via the bank’s payment gateway, and once it has been confirmed that the information is accurate.

  5. If the transaction has been confirmed, we will indicate to you that the transaction has been accepted at the time. You can check this and track the order on the website with the order number at any time.

  6. Once the order is fully processed on www.castaner.com, you will receive a confirmation email.
2. IS IT SAFE TO SHOP ON CASTANER.COM?

Castaner.com is equipped with stringent security measures in order to ensure the confidentiality of your transactions. We work with SSL-128 encryption technology. The bank information is encrypted in the computer and transmitted securely via authorization servers.
Once the payment is approved, the data are destroyed. For this reason, we ask you to enter your bank information again with each new purchase.

Are all the products on the website available?

Yes, all the shoes, espadrilles and accessories shown on our website are for sale. When you go to a product page, you can see whether the size you need is available or sold out simply by clicking on the sizes available.
Remember that even if you place an item in your shopping bag, it is not reserved until you receive payment confirmation. In the time between saving and purchasing an item, an item may be purchased by another customer before you.

How can I register?

Registering is really easy. All you have to do is click on “Register” and fill out the form that appears in the system. You can also register when you place your order.

How can I change my information?

You can go to “My Account” whenever you want and change your personal information, username and password, and shipping addresses.

Do I have to register to place an order?

No, you can complete your order either as a guest or by registering, which makes future purchases easier because your address and other information are saved except for your bank information, which you must re-enter with each new purchase.
You can always change this information in “My Account.”

When can I make purchases?

Castañer.com allows you to make purchases 24 hours a day, 7 days a week, 365 days a year.

In what countries can I shop online?

Currently, you can shop online in Spain, United Kingdom, Portugal, France, United States, Germany, Austria, Belgium, Denmark, Cyprus, Slovakia, Slovenia, Finland, Greece, Ireland, Latvia, Luxembourg, Netherlands and Italy.

What are the browsing languages?

Castañer.com is available in English, French, Spanish, Catalan and Italian.

Do you restock items marked as “sold out”?

If an item is sold out, it will be restocked as quickly as possible, and if the item is discontinued, it will be removed from the website.

Will the product I receive be the same as the one I ordered?

Yes. Even though we have made an effort to show the color of the goods in the most realistic way possible, the color of the goods that appears on the screen may vary from the real color depending on the quality of your monitor.

Is it possible to receive periodic information by email on the latest Castañer products and deals?

Yes. All you have to do is register for the Newsletter and you’ll receive complete information on the latest Castañer news.

Can I stop receiving the Castañer Newsletter?

Yes, you have two ways of cancelling your subscription:

  • On any Newsletter you receive in your email, there is a link that allows you to un-register instantaneously.
  • From the “Newsletter subscriptions” section of “My Account,” registered users can remove the check from the corresponding box.

How can I retrieve my password if I forget it?

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

How can I be sure I made my purchase correctly?

Once you have completed your purchase, you will receive a confirmation email from Castaner.com.

How can I find out the status of my order?

You can see the current status of your order in real time. To do so, go to the “Track Order” section of your account. If you are not registered, click on the “Order Information” link in your confirmation email.

Can I eliminate an item from my order?

Yes. At any time during the purchase process you can go to your shopping bag and eliminate any items you don’t want as long as your order has not yet been processed.

Can I cancel my order?

Yes, you can cancel your order as long as your order status allows it, in the “Orders” section of your account. If you are not registered, click on the “Order information” link in the confirmation email.

What should I do if I receive a flawed item?

Castañer only sells items in perfect condition. But if you exceptionally receive a flawed product, please contact our Customer Service.

What should I do if I receive the wrong item?

If you accidentally receive an item you have not ordered, please contact our Customer Service.

3. PAYMENT AND SECURITY

What methods of payment may I use to make my purchase?

On Castaner.com you can use the following methods of payment: Paypal, Visa and Visa Electron.

Why might my credit card be refused?

Credit cards may be refused for one of the following reasons:

  • The card may have expired.
  • You may have reached your card limit. Check with your bank to ensure that you have not exceeded your limit.
  • You may have entered something incorrectly. Check that you have entered the correct information in all the required fields.

Can I get an invoice in my company’s name?

Yes. All you have to do is get in touch with our Customer Service and provide them with the tax information they need.

Is it safe to use my credit card on the Internet?

Yes. The information is transmitted in encrypted SSL form. To pay with a Visa card, only SEC (Secure E-Commerce) transactions will be accepted. After verifying that the card is in the SEC system, the system will contact the bank that issued the card so the purchaser can verify the purchase. When the bank confirms the card’s authenticity, the card is charged. Otherwise, the order may be cancelled.

4. SHIPPING

Where can I have my order sent?

You can send the order to the address of your choice (home or work, but never to a post office box).

Can the order be delivered to a different country than the country where the purchase was made?

The country where the order was placed and where it should be delivered must always be the same.

How much do I have to pay in shipping costs?

  • For shipments in Spain: Free shipping (Outlet orders 5.50€).
  • For the EU: Shipments 12€, free shipping for orders over 150€ (Outlet orders always cost 12€).
  • For the USA: Shipments $35, free shipping for orders over $250 (Outlet orders always cost $35).

Can I track the status of my order?

Yes. In “My Account” under “Orders” you can check the status of your order. If you are not registered on the website, click on the “Order Information” link in your confirmation email to track your order.

What is the process for home deliveries?

In home deliveries, we will send you a shipping confirmation email (when your order is leaving our warehouse), another with a tracking number (with a link to the carrier’s website) and finally the carrier will get in touch with you via text message or email to inform you of the order delivery.

5. EXCHANGES AND RETURNS

Do I have to pay anything for returns?

Returns are always free on castañer.com.

How can I return an item?

We will send a carrier to pick up your package within 24-48 hours (work days).
You have to take the following steps in order to return merchandise correctly:

  1. Mark the box next to the product you want to return.
  2. Write in the reason code for the exchange or return.
  3. Place this sheet inside the original box along with the product you are returning.
  4. Stick the return label onto the outside of the box.
  5. Call 902 88 88 20 to notify the carrier so they can come pick up the return.

Within a few days you will receive the reimbursement for the return in the same way you made the payment.
The amount of time it takes for you to receive this reimbursement depends on your bank, not on castañer.com.

How long do I have to return goods?

The time limit for returns is one month after the shipping confirmation email. This will give you enough extra time in addition to your legal right to return an item within 14 days after the date you receive the shipment.

How will I receive my reimbursement?

Once the return has been approved, you will receive the reimbursement in the same way you paid for the order, or a voucher can be issued for the amount of the item.

When will I receive my reimbursement?

After the return has been approved (items must be returned following the requirements listed above), you will receive a confirmation email indicating the amount to be reimbursed within a few days.

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

Get in touch with our Customer Service and we will solve the problem as quickly as possible.

Can I exchange my items?

Yes, from home you can request an exchange if the reason for the exchange is the wrong size or color. However, when the price of the items is not the same, you must return the item and make a new online purchase.

How long do I have to exchange goods?

The time limit for exchanges is 30 working days from the purchase date.

6. TECHNOLOGY

What Internet browsers should I use to see the Castañer website properly?

The Castañer website is optimized to be viewed in Microsoft Internet Explorer 8 or higher, Mozilla Firefox 3.5 or higher, Google Chrome 6 or higher and Safari 5 or higher.
You can install the latest versions of each browser at the following links::

What screen resolution do I need?

1,024 wide x 768 tall and larger.

Is it safe to shop online with Castañer?

Yes, you can shop online with complete peace of mind because we make a considerable effort to harness the resources needed to guarantee the security of your purchases and your personal information.

7. GIFT CARDS

On Castañer.com we are working to be able to use gift cards in our online store in the near future. We apologize for the inconvenience.