Help center

We start processing orders quickly, so changes or cancellations are not always possible. Contact us as soon as possible and we’ll do our best to help.

Please e-mail us at info@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.

Please send the right information to info@kastelshoes.com, we’ll update the order.

Please send the right information to info@kastelshoes.com, we’ll update the order.

Please send the right information to info@kastelshoes.com, we’ll update the order.

We will try our best to help you!

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

Orders placed before 12:00 on all working days will be sent the same day, while orders after 12:00 will be sent the following work day. Delivery times may vary between 1-3 days depending on where you live.

Please send us an e-mail at info@kastelshoes.com, including the discount code and the order number, and we’ll add the discount for you

We offer free shipping on orders above 1 200 NOK to PostNord pakkeautomat where this option is available. For other orders we offer shipping alternatives from 79 NOK.

Orders are normally delivered within 1–3 business days, depending on your location. Delivery times may vary during busy periods.

While we aim to deliver on time, delays can happen due to the carrier or busy periods. If your order is significantly delayed, please contact us: info@kastelshoes.com.

If you order a pre-order item, the estimated shipping date will be shown on the product page. Your order ships once the item is in stock.

Estimated shipping dates are provided on the product page. We’ll notify you via email when your order is on its way.

Payment is processed at checkout to secure your order.

Orders containing both in-stock and pre-order items are normally shipped together once all items are available, unless otherwise stated.

We’ll update you via email if there are any changes to the estimated shipping date.

You can return your preorder item following our standard return policy.

Yes — you can return your order within 14 days of receiving it. This also applies to pre-orders. The return window starts from the day your order is delivered.

To be eligible for a return, the shoes must be unused (only tried on indoors), unwashed, free from stains or damage, and returned in the original shoe box and packaging. We recommend trying your shoes indoors before use. Items worn outdoors may not be accepted for return.

Return shipping is not covered. All returns are processed using our return solution, and a flat fee of 89 NOK will be deducted from your refund.

Go to our return portal. Register your return using your order number and email. Follow the steps and submit your request. You’ll receive a return label and instructions by email. Print the label, attach it securely, and drop the package off at your nearest service point. Once your return is received and inspected, your refund will be processed.

Once your return is received and inspected, your refund will be processed. This usually takes 1–2 weeks, but may take slightly longer during busy periods. Refunds are issued to your original payment method.

Gift cards. Items that are used, damaged, or not in original condition.

Yes — we offer free exchanges for a different size or a different model of equal value.

Exchanges are available as long as the original item is in original condition, unused (only tried on indoors), unwashed, free of stains or damage, and returned in its original shoe box and packaging.

Request an exchange through our return portal. Select exchange and choose your preferred size or product. Once submitted, the request is processed automatically and cannot be changed. You’ll receive a prepaid return label and instructions by email.

Your new item will be shipped as soon as your exchange is processed.

Each item can be exchanged up to two times. If you’re unsure about size or model, we recommend contacting us before submitting your request.

Yes, as long as the requested size is in stock when you receive your order.

If you believe your item is faulty, please submit a claim through our claim form. Add a short description and clear photos of the issue.

You should report the issue within a reasonable time after discovering it. Complaints made within two months will always be considered timely.

A valid claim typically involves a manufacturing defect. Normal wear and tear, damage from regular use over time, improper use or lack of care, and fit, comfort, or sizing issues are not considered defects.

If your claim is approved, we may offer repair, replacement, or refund in accordance with consumer protection laws.

If an order is not collected and is returned to us, it will be automatically cancelled. A return handling fee of 89 NOK will be deducted from your refund. If you would still like the item, you are welcome to place a new order.

Most models are true to size. Materials, lining, and intended use can affect fit. Always check the product details for the model you are considering.

Fit can vary slightly between models. Some feel more snug, others roomier. We recommend checking the size guidance on the product page before ordering.

We usually recommend choosing the larger size, especially if you plan to wear thicker socks.

Many models include half-size inserts that can create a more secure fit.

Finding the right size is easy with our size guide, which you'll find on every product page. We recommend measuring the length of your foot (in cm) and matching it to the guide.

A few general tips: Kastel shoes generally run true to size. If you're between two sizes, we recommend going up one size. For wider feet, consider sizing up as well.

You can also read customer reviews on each product page — many customers mention fit and sizing. Still unsure? Reach out to us at info@kastelshoes.com and we'll help you find the perfect fit.

Most of our shoes are unisex, but certain models are gender specific.

Yes, all of our shoes will soften up a bit after use.

Not all Kastel shoes are waterproof — it depends on the model. Each product page clearly states whether the shoe is waterproof or water-resistant. We recommend checking the product description before purchasing if this is important to you.

For shoes that are water-resistant but not fully waterproof, we recommend using a waterproofing spray regularly to maintain protection, especially in wet conditions.

If you have questions about a specific model, don't hesitate to contact us at info@kastelshoes.com.

Caring for your shoes properly will extend their life significantly. Here are our general recommendations:

- Remove dirt and mud with a soft brush or damp cloth after each use.
- For leather styles, use a leather conditioner occasionally to keep them supple.
- Allow shoes to dry naturally at room temperature — never place them near direct heat sources like radiators.
- Use a waterproofing spray on water-resistant styles to maintain protection.
- Store shoes in a cool, dry place, ideally with a shoe tree inside to maintain their shape.

For model-specific care advice, check the product page or reach out to us at info@kastelshoes.com.

Sole separation is considered a manufacturing defect and is covered under our warranty. Norwegian consumer law gives you a 2-year right to make a complaint about defects present at the time of purchase.

To file a claim, please contact us at info@kastelshoes.com with your order number, a description of the issue, and clear photos of the defect. We will assess your case and get back to you as quickly as possible.

Please note that sole damage caused by excessive wear, misuse, or improper care is not covered under warranty.

Yes — comfort and support are central to Kastel's design philosophy. Most models feature anatomically shaped insoles, cushioned midsoles, and thoughtful arch support. The level of cushioning and support varies by model, and details are always listed on the product page.

If you have specific needs — for example if you use custom orthotics — feel free to contact us at info@kastelshoes.com and we'll help you find the best model for your situation.

If your shoes are showing wear that seems excessive given how long you've had them and how you've used them, this may qualify as a manufacturing defect under Norwegian consumer law — which gives you a 2-year right to make a complaint.

Please contact us at info@kastelshoes.com with your order number, photos of the wear, and a short description of how often and in what conditions you've used the shoes. We'll review your case individually and find the best solution for you.

Please note that normal wear and tear from regular use is expected and not covered under warranty.

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

Yes, you may choose to pay by invoice using Klarna. You may also choose between their partial payment plans.

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.

We offer free shipping on orders over 1200 nok. The current free shipping threshold is shown in the cart and may vary depending on any active promotions.

If you believe you should have received free shipping but were charged, please contact us at info@kastelshoes.com with your order number and we will look into it for you.

Sorry to hear that! Here are a few things to check first:

- Make sure the code is entered exactly as received, with no extra spaces.
- Check whether the code has an expiry date — some codes are time-limited.
- Some codes are only valid on specific products or collections and cannot be combined with other offers.

If you've checked all of the above and the code still doesn't work, please contact us at info@kastelshoes.com and include the code and a screenshot if possible — we'll sort it out for you!

Unfortunately, discount codes generally cannot be applied after an order has been placed and paid for. We recommend always checking for a discount code before completing your purchase.

That said, if you forgot to apply a welcome discount or a first-time customer code, please contact us at info@kastelshoes.com as soon as possible with your order number and the code you intended to use — and we will do our best to find a solution for you.

Unfortunately we are not able to adjust the price on a completed order. If a sale or promotion started shortly after you placed your order, we understand that can be frustrating — but we are unable to retroactively apply discounts once an order has been placed.

However, if you believe there was a pricing error on your order (e.g. the promotional price was already active when you checked out), please contact us at info@kastelshoes.com with your order number and we will review it.

We're sorry to hear that! If you believe you have been charged twice for the same order, please contact us at info@kastelshoes.com immediately with your order number and a screenshot or bank statement showing the duplicate charge.

We will investigate and resolve it as quickly as possible. Please note that some payment providers show a temporary pre-authorisation that disappears within a few days — this is not a double charge, just a hold that will be released automatically.

Please contact Klarna if you have been notified of a return, but it does not appear in your profile at Klarna.

When you order a Kastel Gift Card, you’ll receive a confirmation email with a link to the gift card. You can share this link with the recipient or print it out for them. To activate the gift card, the recipient simply uses the unique code as a discount code during checkout on our website.

No, not yet, but we’re working on it! For now, the gift card link is sent to your email. You can either share the link with the recipient or print it out and give it to them. The recipient can then activate the gift card by using the unique code as a discount code during checkout on our website.

The Kastel Gift Card can be used on our entire collection available on our website. The recipient can use the unique code at checkout to purchase their favorite pair of Kastel shoes.

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.

Your gift card will be sent to you once the returned items have been received and processed at our warehouse. Please note that this process can take up to 1 week from the time your return is delivered to us.

Unfortunately you cannot change your email address directly in your account — this needs to be done manually on our end. Please contact us at info@kastelshoes.com with your current email address, your new email address, and your name, and we will update it for you as soon as possible.

Please note that updating your email will also update the login email for your Kastel account and any Kastel Club points linked to it.

Simply enter your email address on the login page and Shopify will send you a one-time login link to your inbox. Click the link in the email to access your account — no password needed.

You have the right to request deletion of your personal data under GDPR. To do so, please send an email to info@kastelshoes.com with the subject line “Request to delete my data” and include the email address associated with your account.

Please note that deleting your data will also remove your order history, Kastel Club points, and wishlist. Orders that are required to be kept for accounting or legal purposes may need to be retained for a period as required by law.

We will process your request and confirm once it has been completed.

You can unsubscribe from our emails at any time by clicking the “Unsubscribe” link at the bottom of any newsletter or marketing email you have received from us. This will remove you from our mailing list immediately.

Please note that even after unsubscribing from marketing emails, you will still receive transactional emails related to your orders (such as order confirmations, shipping updates, and return confirmations) as these are necessary to fulfil your purchase.

If you’re having trouble unsubscribing, contact us at info@kastelshoes.com and we’ll remove you manually.

Our gift cards are valid for 12 months from the date of purchase.

No, unfortunately, the gift cards you have bought from us can only be used in our online store.

If you return your order, you can either return the free gift as well or keep it. If you choose to keep it, 50% of its original price will be deducted from your refund.

If a campaign includes a free gift, it will either be automatically added to your cart or require a discount code to be entered in the cart. Check the campaign details to see how to claim your gift.

You can unsubscribe from the newsletter by clicking “unsubscribe” at the bottom of any newsletter, or by sending us an e-mail at info@kastelshoes.com

Our campaigns and promotions are automatically applied at checkout when the conditions are met — for example, a minimum order amount or a specific product in your cart. You don't need to do anything extra unless a discount code is required.

Promotions are time-limited and may apply to selected products or collections only. The specific terms of each campaign are always stated on the campaign page or in the promotional email.

To stay up to date on our latest campaigns, sign up for our newsletter or follow us on social media.

In most cases, promotions and discount codes cannot be combined. Only one offer can be applied per order unless the campaign specifically states otherwise.

If you have both an active promotion and a discount code, we recommend using whichever gives you the better deal. You can compare both at checkout before completing your purchase.

If you're unsure which offer applies to your order, feel free to contact us at info@kastelshoes.com.

You can find our current campaigns and promotions in several places:

- On our website: banners and campaign pages are updated regularly with the latest offers.
- In our newsletter: subscribers get early access to campaigns and exclusive offers. Sign up at the bottom of our website.
- On our campaign center (it shows up only when a campaign is active.

All active promotions are also automatically shown at checkout when your cart meets the required conditions.

Great! 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.

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.

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.

All job opportunities will be posted on www.finn.no, so we recommend following us on there as well.

We are always interested in getting to know new people, so please reach out at info@kastelshoes.com if you think you have something to offer that we need to look at! All job opportunities will be posted on www.finn.no, so we recommend following us on there as well.