Help center
Welcome to our Help Center! Here, you'll find frequently asked questions organized into categories to help you find answers quickly and efficiently.FAQs
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.
Email is the best way to reach us! Please contact info-us@kastelshoes.com if you have any questions.
We don’t offer customer service by phone, but we reply to all e-mails as soon as possible.
We aim to get back to you within 24 hours all working days.
No, unfortunately, the gift cards you have bought from us can only be used in our online store.
Our gift cards are valid for 12 months from the date of purchase.
We neither sell, exchange nor forward your personal information to a third party. Others may only access this information if they are to perform specific services for us, such as payment solutions. In such cases, there are strict agreements in place to protect your personal information.
Like most other online stores, we use cookies. We do this in order, for example, to be able to save your shopping cart or to analyze how you use our online store, which in turn helps us to improve the experience for you as a customer.
We have a two-year warranty against manufacturing- and material defects.
No, you do not need to create a profile to purchase shoes, feel free to shop as a guest if that is what you prefer. However, the advantage of creating a profile is that your purchase history will be saved for later, which might come in handy if you ever need to find your order number, name of previously bought model, if there are any issues with the shoes, or you need help with something else.
Yes, you will find your previous orders if you are logged in to your account. Don’t have a profile with us yet? E-mail us at info-us@kastelshoes.com, and we’ll help you out.
You can unsubscribe from the newsletter by clicking “unsubscribe” at the bottom of the newsletter, or by sending us an e-mail at info-us@kastelshoes.com
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.
- A prepaid return label will be sent to your email. Please note there’s a $7 fee for returns, which will be deducted from your refund once processed.
- Refunds will be processed once the shoes have returned to the warehouse.
You have the opportunity to exchange the goods for 60 days after the purchase has been completed. Some selected models and sizes may be sold out, so we recommend exchanging as soon as possible to ensure we have the right size or model in stock.
If you choose to return the product you purchased from us, we will deduct $7* from the amount to be refunded to cover the return shipping and administration costs.
If you wish to exchange the size, it is free of charge. If you want to return the order and cancel the purchase, we charge a $7 administration and shipping fee.
Please note, if you paid shipping on your regular order, this amount will not be refunded when you return goods.
Please send us an email at info-us@kastelshoes.com with your order number and the size you wish to exchange for.
No, it is free to change sizes. If you want to change the size, please email us at info-us@kastelshoes.com with your order number and the size you wish to exchange.
First, you will have to complete the return process by emailing us at info-us@kastelshoes.com and we will send it to you via email.
You can expect to receive your refund within 14 working days after we have received your return.
NB! If you paid shipping on your regular order, this amount will not be refunded when returning goods.
If you want to change the size, please contact us at info-us@kastelshoes.com with the following information: your order number and which size you'd like to exchange for.
We will respond with the details on how to exchange your shoes.
You may return your order within 60 days of the purchase.
- 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.
- There is a $7 administration fee for managing a refund and to cover the cost of return shipping. This is only applicable on refunds, not exchanges.
- The refund will be processed once the shoes have returned to the warehouse.
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
The delivery time may vary between 3-4 days, depending on where you live.
You may find your tracking information in your order confirmation e-mail.
If you have trouble finding this e-mail, please contact us at info-us@kastelshoes.com
Do not hesitate to contact us at info-us@kastelshoes.com and we will do our very best to find a solution that works. It usually takes 3-4 business days.
Sorry to hear that! Send us an e-mail at info-us@kastelshoes.com with information and pictures, and we will see what we can do!
Packages that, for various reasons, are not collected within the deadline will be charged an administration fee in addition to return shipping. All customers are responsible for providing correct delivery information such as name, address, and telephone number.
No, as of today we do not ship to Svalbard.
We currently ship to Norway, Sweden and the USA. if you place an order on our Norwegian webshop: https://www.kastelshoes.com/no, or to Sweden if you place an order on our Swedish webshop: https://www.kastelshoes.com/sv, and for US please place an order on our USA webshop: https://www.kastelshoes.com/us
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.
You’ll find your order number on the order confirmation you received when you made your purchase.
Unfortunately, this may happen even if the order did not go through. The amount will be released within 1-2 working days, however, we recommend contacting your bank if you have any questions or concerns.
You may enter the discount code at check-out. Please feel free to contact us at info@kastelshoes.com if you need any help.
Yes. If you are logged in to your account, the wish list will be saved to your account and will be available whenever you log in. You may create a wish list even if you are not logged in, however, it will not be saved and will only be available if you return using the same browser.
You may add items to your cart and if you return using the same browser, the cart will still remain the same. However, this does not reserve the items' stock. At checkout, the cart will be updated. If all items are available, you will be able to proceed with the purchase; if any items are out of stock, you will be notified and the items will be removed automatically. You may then continue to payment with the remaining items.
We will send out an order confirmation by e-mail as soon as the order has been registered with us. Did you not receive an order confirmation? Please check your spam filter, or send us an email at info-us@kastelshoes.com if you cannot find it.
While we always wish to be competitive when it comes to the pricing of our own shoes, we unfortunately do not have the opportunity to match the price if, for example, other stores have a specific shoe on sale.
As we've only just launched in the United States, we don't have regular re-stocks planned just yet. Please let us know at info-us@kastelshoes.com if you're interested in a size we don't currently offer and we'll let you know when we're planning to have it available to you.
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.
Please email us at info-us@kastelshoes.com if you wish to pay by invoice and we'll see what we can do.
Please contact Klarna if you have been notified of a return, but it does not appear in your profile at Klarna.
If you choose to pay using Klarna, you will need to provide your social security/personal identification number. If you choose a different payment method, you will not be required to do so.
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.
Please send us an e-mail at info-us@kastelshoes.com, including the discount code and the order number, and we’ll see if we can organise a partial refund of the discounted amount.
Please send the right information to info@kastelshoes.com, we’ll update the order.
Please send the right information to info-us@kastelshoes.com, we’ll update the order.
Please send the right information to info-us@kastelshoes.com, we’ll update the order.
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.
Please contact us at info@kastelshoes.com, include pictures and information about what needs to be fixed, and we’ll look into it. Please remember to add the order number.
We get that! We have a list of all Kastel retailers here: Forhandlere | Kastel Shoes
Please keep in mind that you may return your order if the shoes don’t fit. Please reach out to us at info@kastelshoes.com if you have any questions regarding sizing.
All our shoes are unisex.
There are some differences depending on the model and the fit of the shoe. On all product pages you’ll find a size guide and our recommendations regarding sizes. Do not hesitate to get in touch if you have any questions or any doubt, we are happy to help!
Yes, all of our shoes will soften up a bit after use.
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.
We'd love to hear from you! Please send us an e-mail at info-us@kastelshoes.com, tell us a bit about yourself and/or your company, and we’ll help you get in touch with the right person.
Please send us an e-mail at info@kastelshoes.com, tell us a bit about yourself and your company, and we’ll help you get in touch with the right person.