We will deliver your products to the address you have indicated in the purchase procedure. If an error in the address is detected, the customer care department will contact you as soon as possible.
Shipping addresses must be physical locations accessible to courier companies. We cannot ship to pick-up points or post offices.
If there is no one at your address at the time of delivery, the courier company will make another delivery attempt or deposit the package at a collection point. If the delivery cannot be made or the collection period is exceeded, your order will be returned to Castañer and you will need to contact the customer care department to arrange a new delivery.
If you want to change the delivery address after purchasing the product, please contact the customer care department indicating the order number and the correct shipping address.
At the time of delivery, you must confirm receipt of your order to the courier company.
Claims relating to delivery incidents will not be accepted in the following cases:
When the recipient or end customer has requested or arranged a change of delivery address during transit without the prior authorization or consent of Castañer.
When delivery has been made to an address, collection point, or location other than the one provided at the time of placing the order, as a result of instructions given by the end customer to the carrier during the shipping or delivery process.
My order is lost, what should I do?
If the tracking of your order indicates that it has been delivered, but you have not received anything, we invite you to contact us through the contact form so that we can solve it as soon as possible.
My order has been returned to origin, what should I do?
Your order may have been returned to the warehouse of origin for various reasons (errors in the shipping address, absence of the recipient at the time of delivery, pick-up deadline exceeded, etc.). If in the shipment tracking you detect that your order is being returned to origin, please contact customer service so that we can find a solution.