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
About Returns, Exchanges and Claims
We offer free exchanges for a different size or model of equivalent value, as long as the original item is in original condition, unused, unwashed, free of stains, and returned in its original shoe box. Exchange requests must be made within 30 days of receiving your item via our [return portal].
If you’re between sizes, no problem — we also offer These go under the insole and reduce the fit by half a size. Just leave a note during your exchange request, and we’ll include a pair for you.
Each item can be exchanged a maximum of two times.
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Exchange Process:
- Register your exchange via our return portal.
- Follow the prompts and specify the exact item you’d like to receive (model, color, size, etc.).
- Once submitted, the request cannot be changed — your exchange is processed automatically and shipped as soon as possible.
- You’ll receive a prepaid return label and instructions by email. Please check your spam folder just in case.
- Your new item will be shipped to you as soon as possible.
You can return your unused and unwashed items within 30 days of receiving them.
Please note: the cost of the return (79 kr) will be deducted from your refund amount.
Return conditions:
- Items must be in their original, re-sellable condition – with tags attached, unused (except for trying them on), unwashed, and stain-free.
- Free gifts and gift cards are not returnable.
- Original shipping costs, customs, and import charges are non-refundable.
While exchanges are always free, return shipping for refunds is the customer’s responsibility.
We charge a flat return fee of 79 NOK, which will be automatically deducted from your refund.
- Register your return via our [return portal]
- Once submitted, you’ll receive an email with a prepaid return label and shipping instructions. (Check your spam folder just in case!)
- Print the return label.
- Attach it securely to your package and drop it off at your nearest service point.
- Once your return is received and inspected at our warehouse (typically within 2–3 weeks), your refund will be processed.
If you don’t pick up your order, we’ll need to charge a shipping fee to cover the cost of getting it back to us.
We just want to be transparent:
You pay 79 NOK for shipping (or get it for free if your order is over 1200 NOK), but the real shipping cost for us is often between 280–320 NOK per package. That includes not just the carrier, but also labor, handling, re-packing, and the occasional damaged item.
As a small brand, we do our best to keep these costs down for you. The return label you get is already heavily discounted, far below what we actually pay — just to make the experience smoother on your end.
If your package is returned to us because it wasn’t picked up in time, this shipping fee will need to be covered before we can send it back out to you.
Thanks for understanding 🙏
We take great care and pride in the quality of our products. Still, every pair of shoes is hand-sewn and crafted, and occasionally, human mistakes can happen — we’ll never pretend to be perfect.
Please note that general wear and tear or issues that arise over time may not meet the definition of a manufacturing defect.
If you believe you’ve received a faulty item, please register your claim through our form →
Follow the steps, add a short message, and upload clear photos of the issue.
Once submitted, our team will review your claim and get back to you within the next working week.
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@kastelshoes.com or chat with us HERE. We will get back to you within 24 hours all working days, usually within an hour or two. Answer
We don’t have live chat, but we respond quickly to inquiries via email.
We don’t offer customer service by phone, but we reply to all e-mails as soon as possible.
We will get back to you within 24 hours all working days, usually within an hour or two.
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@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@kastelshoes.com
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 NOK 1200. For orders below this amount, the shipping cost is NOK 79.
Orders placed before 12:00 all working days are sent the same day, while orders after 12:00 will be sent the following working day.
The delivery time may vary between 1-3 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@kastelshoes.com
Packages that, for various reasons, are not collected within the deadline will be charged an administration fee of NOK 250 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 only ship to Norway 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
We hope to offer international shipping in 2025. Stay tuned!
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@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.
You’ll find your order number on the order confirmation you received when you made your purchase. It starts with either "WEB-xxxx" or "EXC-XXXX-1"
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@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.
Yes, you can! If the shoes are scheduled to be back in stock, you will be able to select a size, and instead of the usual CTA, you will see a field to enter your email. We’ll notify you as soon as the shoes are back in stock. If the shoes are not set to be restocked, this option will not appear.
Preorder Information
Have questions about preorders? Find all the details on shipping, payments, exchanges, and more.A preorder allows you to purchase an item before it is officially in stock. This ensures you secure your size before it sells out.
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.
Yes! In-stock items will ship immediately, and your preorder will be shipped separately when it arrives in stock.
We’ll update you via email if there are any changes to the estimated shipping date.
Yes, as long as the requested size is in stock when you receive your order.
You can return your preorder item following our standard return policy.
Payment
Find out about our accepted payment methods and get help with any payment issues.We offer payment with Vipps, ApplePay, Klarna, American Express, MasterCard, VISA and PayPal.
Yes, you may choose to pay by invoice using Klarna. You may also choose between their partial payment plans.
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.
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.
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@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. Orders placed before 12:00 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
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.
Gift Cards
Learn how Kastel Gift Cards work, where they can be used, and how to share them with your loved ones. Simple, flexible, and perfect for any occasion!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.
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.
You become a member by creating a profile either when you purchase shoes, or by following the steps after clicking the person icon at the top of the page.
- Open the rewards launcher – as soon as it's open, you'll see your points balance.
- Click on 'Ways to Redeem.' Here, you'll find all the available rewards. You can click 'Redeem' next to the ones you have enough points for.
- Click 'Redeem' on the coupon you want. When it opens, you can apply the coupon to your cart immediately by clicking 'Apply Code.'
- If you're not ready to use it right away, no worries. Just open the rewards launcher whenever you want, click on 'Your Rewards,' and there you'll see all the coupons you've redeemed. Click on any to use them!
B2B, Collabs & Work at Kastel
Interested in collaborating with us? Reach out and let’s explore business opportunities! Want to join our team? Learn about career opportunities at Kastel and how to apply!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.
Free Gift Policy
Some of our campaigns include a free gift with your order! If your order qualifies, the free gift will be automatically added to the cart, with or without a discount code, depending on the campaign. See our policy for details on returns.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.