1.Exchanges And Returns EXCHANGES AND RETURNS
As long as the order is cancelled before the goods have been sent, there will be no costs.
In the case that the goods have already been sent, the client must meet the delivery costs of the goods, even though they may be free and also the cost of returning the goods. These will be deducted from the amount to be reimbursed to the client.
Any exchange or return can be carried out with 14 days of reception, as long as the conditions for returning goods as detailed are complied with.
If you wish to make an exchange or a return please email online@avarcacastell.com telling us the reason. We will answer you as soon as possible and let you know the steps to follow.
Can I exchange the size?
The first exchange of size is free in Spain except in the Canary Islands. The change of size is not free for the models in the Special Prices section and neither for orders placed in periods of Sales and special promotions. In order to do this you must email online@avarcacastell.com. Include the order number, the size you want to exchange and the address where the exchange will be carried out.
*During the Sales and special promotions period, the expenses derived from changes, size changes and returns will be borne by the customer.
In this case you must make a new order and send us the original order in its complete packaging including labels and guarantees to
CASTELL MASSANET, S.L.
c/.Sabaters,- nº 22 - P.O.I.C.I.
07760 - CIUTADELLA DE MENORCA
TLE: 971-384079
ATT: Marina Tejero
Inside the packet you must include your personal details and if possible a copy of the bill for the original purchase. On reception we will organise the refund in approx 3-5 working days.
*The returns will not take place until the Government of Spain does not cease the State of Alarm decreed on March 14, 2020 due to the health crisis. Sorry for the inconvenience.
In order to return goods ,certain conditions must be complied with:
The goods must be returned in the same condition that they were sent. This includes the original packaging, labels and guarantees.
The delivery costs will not be refunded unless the return is due to a mistake by Castell or a defect in the product. In the case of the latter the goods will not be refunded.
Shipping costs on returns will be borne by the customer, unless the return is due to a Castell error or a defect of the product. Returns will be processed within 14 days of receipt.
The costs of returning the goods must be met by the client unless the return is due to a mistake by Castell or a product defect. The refund will be actioned with 14 days of reception of the goods.
The footwear must be returned in the same conditions as received, including the original packaging, labels and guarantees to Castell Massanet SL
Inside the packet you must include your personal details and if possible a copy of the bill for the original purchase. On reception we will organise the refund in approx 3-5 working days.
2. DELIVERY INFORMATION
Orders will be dealt with from Monday to Fridays ( not bank holidays) and deliveries will be made on working days.
In order to know when your package will be delivered, you must take into account the time the order was made , not including Saturdays, Sundays or bank holidays as deliveries will not be made on these days.
If your order was placed before 09.00am , it will be sent the same day. If the order is placed after 09.00am it will be sent on the next working day.
For orders outside the European Union, the transport time may be increased due to logistical problems derived from Covid-19. If your order is delayed, contact online@avarcacastell.com and they will inform you of the status of the shipment of your order.
Spain and Balearic Islands (SEUR)
24-48h
Cost- 5,90€
Canary Islands (FEDEX)
48-72h
Shipping: 9,50€
Ceuta and Melilla
48-72h
Ceuta-27€
Mellila-42€
Portugal
48h-72h
Shipping: 8€
Zone S & T
Vatican, Monaco, Holland, Luxembourg, Italy, Germany, France, Austria, Belgium, Denmark , Ireland and Faroe Islands (FEDEX)
5 days
Cost 9,99€
Zone U
Bulgària , Czech Republic, Hungary, Poland, Romania, Slovakia, Slovenia (FEDEX)
5 days
Cost-30€
Zone V & W
Estonia. Finland, Greece, Letonia, Lithuania,Switzerland,Sweden,Andorra, Gibraltar, Liechtenstein and Norway(FEDEX)
5 days
Cost -19€
Zone X
Turkey, Ucraine,Albania, Bosnia,Croatia,Cyprus, Greenland, Iceland, ,Macedonia, Malta, Moldavia,Montenegro,Russia and Serbia(FEDEX)
5 days
Cost-30€
UK (FEDEX)
5 days
Cost- 19,99€
Outside the E.U (FEDEX)
48-72h
Cost-70€
USA & Canada (FEDEX)
48-72h
Cost-30€
We deliver all around the world.
As soon as we are sent a tracking number by the delivery agent we will send this to you so that you can track your order easily.
3. METHODS OF PAYMENT
Our online system of payment is completely secure and our accepted methods of payment are PayPal or credit/debit card.
The payments made through our web are completely safe. These payments are made through a virtual payment gateway point of sale terminal , using a secure connection. This means that your information will be treated confidentially and you will not be charged for the use of your card.
If you have a PayPal account you can use it to pay for your order.
Once you have received your promo code, put it in the box provided when completing your order and the discount will be applied at checkout.
The code may only be used once and for one order.
You can try placing the order again, checking that the card number provided is correct. You can also try choosing another form of payment.
For information as to why your payment was not accepted, please contact your bank.
We refund monies in the same form of payment as in the original order. Refunds are actioned 3-4 days after receiving the returned goods. You will receive an email of confirmation when we have organised the refund.
You can only exchange the colour or the size. If you would like to change the style you must return the goods and make another order.
4. SIZING GUIDE
We understand that finding the right size in another country is not easy.At Castell we use the standard European sizes and here we explain how to find out your correct size.
| FOOT LENGTH (cm) | EU | US | UK | JP | MX | RU | |
|---|---|---|---|---|---|---|---|
| 9,1 - 9,7 | 0-3 months | 16 | 1 | 1 | 10 | 6 | 16 |
| 9,8 - 10,3 | 3-6 months | 17 | 1 1/2 | 1,5 | 10,5 | 7 | 17 |
| 10,4 - 11,0 | 6-9 months | 18 | 2,5 | 2 | 11 | 8 | 18 |
| 11,1 - 11,7 | 9-12 months | 19 | 5 | 3 | 12 | 9 | 19 |
| 11,8 - 12,3 | 12-14 months | 20 | 5,5 | 3,5 | 12,5 | 10 | 20 |
| 12,4 - 13,0 | 21 | 6 | 4,5 | 13 | 11 | 21 | |
| 13,1 - 13,7 | 22 | 7 | 5,5 | 13,5 | 12 | 22 | |
| 13,8 - 14,3 | 23 | 7,5 | 6 | 14,5 | 13 | 23 | |
| 14,4 - 15,0 | 24 | 8 | 7 | 15 | 14 | 24 | |
| 15,1 - 15,7 | 25 | 9 | 7,5 | 16 | 15 | 25 | |
| 15,8 - 16,3 | 26 | 9,5 | 8,5 | 16,5 | 16 | 26 | |
| 16,4 - 17,0 | 27 | 10 | 9,5 | 17 | 16,5 | 27 | |
| 17,1 - 17,7 | 28 | 11 | 10 | 18 | 17 | 28 | |
| 17,8 - 18,3 | 29 | 11,5 | 11 | 18,5 | 18 | 29 | |
| 18,4 - 19,0 | 30 | 12 | 11,5 | 19 | 18,5 | 30 | |
| 19,1 - 19,7 | 31 | 13 | 12,5 | 20 | 19 | 31 | |
| 19,8 - 20,3 | 32 | 2 | 13 | 20,5 | 20 | 32 | |
| 20,4 - 21,0 | 33 | 3 | 1 | 21 | 20,5 | 33 | |
| 21,1 - 21 ,7 | 34 | 4 | 2 | 22 | 21 | 34 | |
| FOOT LENGTH (cm) | EU | US | UK | JP | MX | RU |
| 21,8 - 22,3 | 35 | 5 | 2,5 | 22,5 | 22 | 35 |
| 22,4 - 23,0 | 36 | 6 | 3 | 23 | 23 | 36 |
| 23,1 - 23,7 | 37 | 7 | 4 | 23,5 | 24 | 37 |
| 23,8 - 24,3 | 38 | 8 | 5 | 24 | 25 | 38 |
| 24,4 - 25,0 | 39 | 9 | 6 | 25 | 26 | 39 |
| 25,1 - 25,7 | 40 | 10 | 7 | 25,5 | 27 | 40 |
| 25,8 - 26,3 | 41 | 11 | 8 | 26 | 28 | 42 |
| FOOT LENGTH (cm) | EU | US | UK | JP | MX | RU |
| 24,4 - 25,0 | 39 | 6 | 5,5 | 25 | 24 | 39 |
| 25,1 - 25,7 | 40 | 7 | 6 | 25,5 | 25,5 | 40 |
| 25,8 - 26,3 | 41 | 8 | 7 | 26 | 26 | 41 |
| 26,4 - 27,0 | 42 | 9 | 8 | 27 | 27 | 42 |
| 27,1 - 27,7 | 43 | 10 | 9 | 27,5 | 28 | 43 |
| 27,8 - 28,3 | 44 | 11 | 10 | 28,5 | 29 | 44 |
| 28,4 - 29,0 | 45 | 12 | 11 | 29 | 30 | 45 |
| 29,1 - 29,7 | 46 | 12,5 | 12 | 29,5 | 31,5 | 46 |
| 29,8 - 30,3 | 47 | 13 | 12,5 | 30,5 | 32 | 47 |
| 30,4 - 31,0 | 48 | 13,5 | 13 | 31 | 32,5 | 48 |
5. GUARANTEES
All Castell footwear is covered by a two year guarantee in case of manufacturing defects.If this were to occur the goods would be repaired or substituted for another in optimum conditions.
The guarantee period is two years from the time you receive the goods.
If you have any problems you can contact us through our contact form.
As long as two years have not passed since receiving the goods and it is due to a proven manufacturing fault , the goods are under guarantee.
If you purchased the goods in our on-line shop, please email online@avarcacastell.com and our customer service team will inform you of the steps to follow. If you made the purchase in one of our shops, you must take the goods to the shop and they will resolve the problem.
Any product bought in Castell has a guarantee of two years. Our guarantee stamp is applied to all the footwear we make including the goods sold at a discounted price.
If there is a reason for substitution or a reparation with charge to the company of a discounted product or a product acquired with a discount code , Castell will not be obliged to restore said discount.