Shipping & Returns

SHIPPING

You, our dear customer, and your experience with Kastel Shoes, is our number one priority!

We are therefore proud to announce that we now offer:

  • Fast delivery!!
  • Free worldwide shipping - if you shop for over €150.
  • Free shipping and returns in Norway – regardless of how much (or how little) you spend.
  • Home delivery in Norway – price: 100 NOK

Shipping countries

We ship to most countries, except for Russia and North Korea. 

 

Tracking and return

You will find your order number in the order confirmation email and will receive the tracking number directly from the shipping service

 

Shipping times

We ship our products on weekdays (Monday-Friday). If you order before 11 am your product will be shipped the same day. Orders, after 11 am, will be shipped on the following weekday.  

If the order is below the minimum amount for free shipping, the shipping cost is 200 NOK/20EUR/22 USD.

 

Tracking

DHL or Bring (worldwide: DHL, in Norway: Posten/Bring) will send you tracking and an SMS before the arrival of your package. With the SMS, you can choose how and when to get the product(s) delivered.

 

No hidden costs

Taxes and duties are included, so no extra cost in addition to what you see in the checkout.

 

Home delivery – only in Norway

When shopping online you can choose home deliver, when shipping to Norway. This gives you more flexibility, among other things.

You can shoose between DHL On Demand Delivery (100 NOK) and have the package delivered to your door, or Postens "In-Home" delivery (100 NOK).

See the text below for requirements for In-Home delivery. If these requirements are not met, the package will be sent with Posten/Bring to a post office or Post in Shop near you.

       Home delivery "In-Home"

Posten now offers delivery inside if you are not at home to receive the package. In order to take advantage of the offer you must have a digital lock or a key locker with code. 

How it works:

You use the "Posten Innenfor" app to order door delivery and communicate any door code with Posten.

After the package is delivered, you will receive a confirmation via SMS. The information given to the carrier is deleted when the delivery is completed and the door is locked again.

  • Door codes are encrypted on a secure server.
  • Door codes are deleted as soon as they are used once.
  • Only the postman who delivers the package has access to the code.
  • Posten has full data storage control, encryption and deletion.

The consignment must be under 35 kg.

Delivery In-home (or Postens Innafor in Norwegian) cost 100 NOK.

See https://www.posten.no/motta/hjemlevering/innafor-doren for more info on home delivery In-Home.

 

Estimated delivery time *

 

Norway: 1-4 working days with Posten/Bring or DHL On Demand Delivery

Within Europe: 2-5 working days with DHL Express

Outside Europe:

Canada: 2-5working days with DHL Express 
Japan: 4-5 working days with DHL Express 
Australia: 4-6 working days with DHL Express

 

*Estimated delivery time is the estimated time it takes for the package to arrive at its destination (the costumer) - from the time it is shipped out from our warehouse in Vestby, Norway.

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RETURNS AND REFUNDS

 

We hope that you are happy with your purchase, but we are of course here to assist you, should you wish to return something. In that case, please read the following returns- and refunds policy, and feel free to reach out to us if you have any questions at returns@kastelshoes.com !

 

We provide easy returns and refunds worldwide, but free returns only applies for our costumers in Norway.

 

30 DAYS RETURN POLICY:

We accept returns with a full refund of your payment within 30 calendar days from the last item of your order was received if the returned product(s) fulfill these requirements:

  • The product(s) you return must be unused, unwashed and in its original state with hangtags on.
  • The product(s) must be in its original and unharmed packaging (shoebox).

 

RETURNS - IN NORWAY

If you choose to change the item in size or colour, we can do this easily. Changing of the size or colour is done at the same price as the original order so that there is no new payment document, provided that the price is the same. We cannot exchange for stakes so if you want a more expensive item, send an e-mail to returns@kastelshoes.com and let us know which size you would like to switch to.

  1. Send the return form + package slip together with the return shipment.
  2. Use the return note enclosed with the original shipment.
  3. The item you return must be in unused condition and in its original packaging (shoebox).
  4. Returns are delivered to the nearest post office.
  5. Exchange of goods is free*.

*We pay the return shipping for you - if you ship the return from Norway, but this requires that you use the enclosed return slip which is in the box with the item.

Please feel free to contact customer service at returns@kastelshoes.com if you have any question with regards to returning items on sale. 

 

RETURNS – THE REST OF THE WORLD

If you wish to return your order from another country than Norway (refer to "Returns - in Norway"), the same principle applies as returning orders from Norway, but we do not cover the shipping expenses for returns in the rests of the world. In case of a return, the shipping cost is paid by the customer. We recommend shipping the item(s) with tracking in case something unforeseen should happen. 

We accept returns with a full refund of your payment within 30 calendar days from the last item of your order was received if the returned product(s) fulfill these requirements:

  • The product(s) you return must be unused, unwashed and in its original state with hangtags on.
  • The product(s) must be in its original and unharmed packaging (shoebox).

Let us know what product(s) you wish to return or exchange by sending us an e-mail including your order number to returns@kastelshoes.com .                      

We will provide you with further instructions and the documents you need by e-mail.

Please feel free to contact customer service at returns@kastelshoes.com if you have any question with regards to returning items on sale. 

 

REFUNDS

  1. Fill in the return form and indicate the cause. We can send you "The Right of Withdrawal" document if you e-mail us at returns@kastelshoes.com .
  2. Add the return form + package slip with what you want to return. Feel free to use the same outer packaging you received from us or another tight packaging if you wish.
  3. Stick the return label on the box.
  4. Deliver the parcel to the nearest post office. Once we have processed the return, we will refund money to the payment method chosen at the time of booking.

We will not cover shipment if the item is returned in a different way OR if it is returned from a country other than Norway.

 

TERMS

In order to get the full amount refunded on return / cancellation right, the item must be returned in the same condition as when you received it. That is, in unused condition and in original packaging without odours and marks.

If the original packaging is damaged, the item will be considered used. Therefore, please note that if you tape and destroy a shoebox in the return shipment, the item cannot be resold and will be defined as «used items». If the item is defined as used, we consider the value reduction of the item and repay the items used value. An item without original packaging, labels or with odour / marks will be considered used and the full amount will not be refundable.

  • Shipment delivery problem

If we, against presumption, should have sent you the wrong item, we ask that you please contact us so that we can arrange to send you the correct item as soon as possible. The misdirected item is easily sent in return by you, and you must mark the return with «Shipment error».

  • Complaints

If you have been so unlucky that something wrong has happened to the item you bought from us, please contact us by mail ( returns@kastelshoes.com ) with a supplementary error message about the case, preferably with pictures if it is natural. Sometimes we do not need the item in return, so it is best if you await the submission of the defective item until you are you are notified.

 

THE RIGHT OF WITHDRAWAL

If you wish to regret your purchase, you always have 14 calendar days from the last item of your order was received. It is the right or withdrawal, also referred to as the cancellation act, that regulates duties og rights between the consumer and enterprise.

See https://lovdata.no/dokument/NLE/lov/2014-06-20-27 for the cancellation act in full.

The right of withdrawal gives you as a private person the right, at no extra cost, to check the product before it is returned within the right of withdrawal. If the product is only tested or checked in the same way as you can in a general store, the customer must have the entire purchase price and shipping refunded. If the product is used (during the right of withdrawal) and this has led to a reduction in the value of the goods, the enterprise will make a deduction in the purchase price corresponding to the objectively reduced value, before the rest of the purchase price and shipping to the customer are repaid. Documentation of irresponsible and unnecessary examination of the product resulting in value reduction will be sent to the consumer by email.

You must not remove labels and the item must be returned in unused condition in original packaging with the return form. We will not cover return shipping on items that are returned in a different way.

HELP

If you are unsure if there is anything wrong with the product, please contact us as soon as possible. We want to help you get a good experience with the product you bought!

 

RETURN ADRESS:

Prime Cargo,

Co/ Kastel AS

Torvuttaket 26,

1540 Vestby, Oslo,

Norway

 

Use the return note that always comes with our shipments.

If you have any questions whatsoever, please feel free to contact us (e-mail: returns@kastelshoes.com ).