General Questions

Find answers to the most common questions here. If you need help, don’t hesitate to ask!

Please send us an e-mail at info-us@kastelshoes.com. We aim to get back to you within 24 hours all working days.

Returns

Simply contact us at info-us@kastelshoes.com and we'll guide you every step of the way!

Please contact us at info-us@kastelshoes.com with your order number and reason for exchange.

Please note the following:

The shoes must be in the same condition as when you received them, i.e. all original parts must be included (shoes, soles, whole box, laces, hangtags, etc).
Please try on the shoes indoors and on a clean surface.
If we receive shoes that are not in their original condition, we reserve the right to refuse the return/exchange.
You are responsible for the return shipping fee.
There is a $7 administration fee for managing a refund. This is only applicable on refunds, not exchanges.
You may return for an exchange or refund.

Shipping

Get details on shipping times, costs, and options for your order. We’ll deliver to you fast!

We offer free shipping on all orders above $150. For orders below this amount, the shipping cost is $9.99

About the Order

Track your order and get updates about its status. We’re here to keep you informed!

We will try our best to help you!

Please send an e-mail to info-us@kastelshoes.com We will cancel or change the order as long as it has not been packed and sent from our warehouse.

If you've already received your shoes and wish to exchange them, we're more than happy to organise that too. Please see our return policy for more information.

Payment

Find out about our accepted payment methods and get help with any payment issues.

We offer payment with ApplePay, American Express, MasterCard, VISA and PayPal.

Changes and Cancellations

Need to make a change or cancel your order? Let’s fix it together quickly and easily!

Please e-mail us at info-us@kastelshoes.com, we’ll help you cancel your order.

We are able to cancel the order as long as it has not been packed and shipped from our warehouse. Otherwise, we can organise a refund - please see our refund policy.

About the Shoes

Learn more about the design, fit, and care for our shoes. We want your shoes to last!

Look for the letters WP (Waterproof) or WR (Water Resistant) in the product names. If the shoes are water resistant, they will have a water-repellent membrane. Please keep in mind that it might be necessary to treat the shoe with a water-repellent spray.

Loyalty Program, Profile & Points

Discover the benefits of joining our loyalty program and start earning rewards today! Manage your profile and check your points balance.

Your points may be used to receive discount codes for purchases in our online store. Please note, points are only collectable and valid on our Norway shop.

B2B, Collabs & Work at Kastel

Interested in collaborating with us? Reach out and let’s explore business opportunities!

Great! Please send us an e-mail at info-us@kastelshoes.com, tell us a bit about yourself and your company, and we’ll help you get in touch with the right person.

Help center

FAQs

General Questions

How do I contact your customer service?

Do you have live chat?

Do you have a phone number?

How long is your response time?

Will I be able to use a gift card purchased in your webshop in a physical store that sells Kastel?

I have received a gift card that can be used in your webshop. How long is the gift card valid for?

How do you secure my personal information?

Do you use cookies?

What kind of warranty do you offer?

Do I need to create a profile to be able to purchase shoes from your web shop?

Is my order history stored somewhere?

How do I unsubscribe from your newsletter?

Returns

How do I return my order?

How long do I have to decide whether I want to return my order?

Why am I not getting a full refund when I have returned my shoes?

How much does it cost to return shoes?

How do I change the size?

Do I have to pay to return and change sizes of the shoes that I ordered?

Where do I find my return label?

I have returned my order. How long will it take before I receive my refund?

The shoes are too big/ too small. How do I change the size?

What is your return policy?

Shipping

How much do I pay for shipping?

When will my order be shipped?

How do I track my order?

I need the shoes delievered quickly. Is that possible?

My order was damaged in transit. What do I do?

I wasn’t able to pick up my order before the deadline, and it has now been returned. What happens next?

Do you ship to Svalbard?

Do you ship abroad?

About the Order

I ordered the wrong shoes, what do I do?

Where do I find my order number?

The order did not go through, yet a reservation has been made in my bank account. Why?

I have a discount code I’d like to use when ordering. How do I do that?

Is it possible to create a wish list in your web shop?

Is it possible to save my shopping cart for later?

Did my order go through?

The shoes are on sale in a different online store, but they don’t have my size. Will you match their price?

Is it possible to receive a notification when the shoe I want is back in stock?

Payment

What are your payment options?

Is it possible to pay by invoice?

I received an e-mail saying my order has been refunded, but it does not look like that in my profile at Klarna?

Will I be required to enter my social security/personal identification number when shopping?

Changes and Cancellations

I wish to cancel my order, how do I do that?

I forgot to register my discount code, how do we solve that?

I added the wrong e-mail address. What do I do?

I added the wrong address. What do I do?

I added the wrong phone number. What do I do?

About the Shoes

Are all Kastel shoes waterproof?

Do you repair shoes?

I would like to try the shoes before I order. Are the shoes available in any physical stores near me?

The shoes I want are sold out in my size. When will they be back in stock?

Is there a difference between women’s and men’s shoes at Kastel?

Are all the shoes true to size?

Will the shoes soften up after use?

Loyalty Program, Profile & Points

How can I use my points?

How do I become a member of Kastel’s customer club?

Here's how to use your Kastel points

B2B, Collabs & Work at Kastel

I run an online shop and would like to sell Kastel’s shoes. How do I proceed?

I’d like to work with or do a collaboration with Kastel. Who do I talk to?

Do you collaborate with influencers?