We have compiled here all the answers to the questions you might have regarding our online shop. Can’t find what you’re looking for? Don’t hesitate to contact us!

How do I create an account?

To create an account, go to our website, click on the icon in the upper right corner that gives you access to your personal area and select the option
CREATE ACCOUNT

You will receive an e-mail from info@portuscaleusa.com to confirm your address and only after this confirmation is the account activated.

Can I use my Facebook account to access the personal area?

To access the personal area, you can register using your email address or your Google account. It is not possible to use a Facebook account to register on our site.

How do I update my details/information?

To update your personal details, access your personal area on the Castelbel website and log in using your account registration data.

In which countries is the Castelbel online store available?

The Castelbel online shop is available in Portugal, in the other Eurozone countries (Austria, Belgium, Cyprus, Czech Republic, Estonia, Finland, France, Germany, Greece, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, The Netherlands, Spain), United Kingdom, Switzerland, Norway, United States of America and Canada.

The product I want to buy is not available for sale. Is there a problem? What do I do?

This is not a problem nor an error.

The Castelbel online shop offers only part of our collections. The rest of the collections are sold exclusively offline, and must be purchased at specialised high street stores. If you want to purchase a product that is not available in our online shop, please send us an email to geral@castelbel.com and we will be glad to provide you with a list of points of sale near you.

When will a particular product become available for purchase online?

We are working to bring more and more products to our online shop. However, there are no specific dates or deadlines. So, if you are looking for something not available online, please visit our partners on high street stores.

If you are looking for a specific product that is unavailable at our online shop, kindly contact us at shoponline@castelbel.com and we will provide you with a list of nearest points of sale of our products.

How do I use a promotional code/voucher?

If you have a promotional code/voucher, you can enter it at check-out.

Promotional codes have an expiry date/expiration date. They can only be used during their alloted time and only once. You can use only one promotional code at a time.

You cannot use promotional codes or vouchers in conjunction with special offers, campaigns, or promotions.

When using my credit card to do the purchase, when will the amount be charged to my bank account?

The amount is debited through the platform used for this purpose (Easypay or Paypal), at the time your order is completed.

After the debit, you will receive an email confirming that your payment has been correctly received, together with a summary of the purchase made, which will then be prepared for dispatch.

Castelbel guarantees that all transactions are encrypted and 100% secure.

I bought a Castelbel product at another points of sale and the price is different. Why?

Castelbel products can be found in various multi-brand specialist stores, and Castelbel does not have the power to set retail prices at said shops.

Is it possible to return or exchange the product purchased online in a high street store?

All products purchased at the Castelbel online shop must be returned to our online shop. Returns or exchanges of products purchased at the Castelbel online shop will not be accepted at high street stores. For procedures on returns and exchanges, please refer to our TERMS and CONDITIONS or EXCHANGES and RETURNS.

I am a Castelbel distributor/retailer. Can I place orders on your site?

The Castelbel online shop is exclusively for end consumers.

Castelbel distributors and retailers should continue to place their orders with their account manager. For more information, drop us an email at geral@castelbel.com or contact your account manager.

Is it possible to deliver my order to another country?

Yes, provided you specify the delivery address at the end of the purchasing process. It is possible to enter a delivery address that is different from your billing address. Keep in mind, however, that we can only ship to Euro Zone countries, the United Kingdom, Switzerland, Norway, United States of America and Canada.

Check here for more information about countries, conditions and shipping costs.

What are the shipping costs? How long is the delivery time?

All orders to be delivered in mainland Portugal, the Azores and Madeira will be shipped by DPD and are subject to the shipping costs outlined below.

Mainland Portugal:

All orders to be delivered in Mainland Portugal, the Azores and Madeira will be shipped by DPD and subject to the shipping costs mentioned below:

Shipping costs will be free for orders above €50 (fifty euros);

– For purchases equal to or less than €50 (fifty euros), the shipping cost is a flat fee of €5,00 (five euros);

– On completion of the purchase process, you will be informed of the total costs of the purchase, including shipping costs.

– Normal shipping time – up to 3 working days (after confirmation of payment for the order).

Azores and Madeira Autonomous Regions – air freight

The following is a list of costs and shipping times per archipelago/island:

*From 1 kg, add €5 for each extra kg

How are returns processed?

Should you wish to return a product, you should contact us at info@portuscaleusa.com and enter the order number in the email subject line. Please state your reasons for returning the product and provide the information necessary for us to deal with your request.

Castelbel will then send you an e-mail with instructions on how to return or exchange the item.

The item(s) should only be returned through the courier indicated in the email sent by Castelbel. You should also follow the instructions provided in order to complete the process.

If the return has not been previously authorised and/or the item(s) has(have) not been sent via the same courier indicated in the email with the return instructions, Castelbel reserves the right to refuse to accept the item(s).

If an unauthorised return is accepted, Castelbel will deduct 10% from the value of the item(s) to cover administration costs.

Castelbel will not accept the return of an item(s) that does not comply with the procedures set out in the terms and conditions of the return policies.

Check HERE additional information about how to proceed and associated freight costs.

What is the expected time for processing a refund?

The processing time for a refund depends on the procedures of the credit card company, so there may be variations in the time taken.
As regards orders paid via Paypal, the amount of the orders will be refunded to the original Paypal account.

How can I apply a voucher to my order?

If you have a promotional code/voucher, you can enter it at check-out.

Promotional codes have an expiry date/expiration date. They can only be used during their alloted time and only once. You can use only one promotional code at a time.

You cannot use promotional codes or vouchers in conjunction with special offers, campaigns, or promotions.

Can vouchers be used in high street stores that sell Castelbel products?

Promotional codes are for exclusive use in the Castelbel online shop and cannot be used in high street stores.

Items purchased in sales, promotions or at reduced prices

Items sold in sales, promotions or sold at reduced prices are considered final.

Castelbel does not exchange items that have been purchased in a sale or promotion or at reduced prices, and the conditions for exchanges do not apply to these items. However, the general conditions for termination of the contract and the return of defective items are applicable.

Promotional codes / vouchers

Castelbel may send users vouchers with a promotional code via a newsletter, social network or website with an authorised commercial promotion.

Users must enter this code when completing their orders.

Each code has an expiry date/expiration date, of which users will be informed.
The use of said code is subject to the expiry date/expiration date, which cannot be extended.

Promotional codes cannot be used in conjunction with other promotions or sales.