Customer service

Company

Castelijn en Beerens B.V.
Altenaweg 16
5145 PC Waalwijk
Netherlands

Contact us

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Frequently asked questions

1. QUESTIONS REGARDING PLACING AN ORDER
1.1 Where is my order?

If you have an account, you can visit your account at our webshop any time to check the status of your order. In case you do not have an account, you can check where your order is by using this link.

1.2 How do I know if placing my order was successful?

As soon as the order is completed successful an order confirmation will be sent to you by e-mail. You will receive another e-mail once your order has been dispatched. That e-mail contains the track & trace number which you can use to monitor the shipment of the order. The current information on your order is also available via the order status page.

1.3 What should I do if I am having a problem logging into my account?

If you are having trouble logging in to your account you can reset your password. After resetting your password you will receive a new password in your mailbox within a few minutes. Did resetting your password not solve the problem? Please contact our customer service. We will answer your question as soon as possible.

1.4 How do I place an order?

When you have found the desired article, you can add it to your basket. In the cart you will find a list of all the articles you added. You can continue to make changes in your basket (for example the number of articles you want to order). If you wish to complete your order you can proceed to the checkout process. In the first step of the checkout you can enter your address details. In this step you can add the desired shipping and billing address. Once you have entered the address details, you can select the shipping and payment method. You will then see a summary of all details entered and options selected. The final step of the checkout process is to go to the payment page where you can make your payment. After going through all steps of the ordering process you will receive a confirmation of your order. Once we receive your payment, we can process and dispatch your order.

1.5 How do I know if an article is in stock?

For each article we indicate whether an item is immediately available or not. When an item is immediately available and the payment is completed, you can expect your order within 2- 3 business days at home. When an item is not immediately available, it usually takes just a few business days before the item is available again via our webshop. When you want to be updated about the availability of a specific item, please click on the desired item and leave your contact information. Once the item is available again you will receive a message from us.

1.6 Can I reserve a product?

Unfortunately, it is not possible to make a reservation for a product. Adding articles to your shopping cart does also not lead to a reservation of the articles. An article is only reserved for you once you have placed an order and have received our order confirmation.

1.7 Can I still cancel or change my order?

After going through all the steps of the ordering process it is no longer possible to change or cancel your order. The reason is that your order will be immediately prepared for dispatch and handed to the carrier. You have the right to cancel the order within 14 calendar days for any reason. The withdrawal period will expire 14 calendar days after the day you or a third party designated by you, other than the carrier, has received the order.

1.8 Are my personal details safe at Castelijn & Beerens?

We treat your personal details with the greatest care. For the processing of your personal data, we use so-called SSL encryption. The SSL encryption is the highest form of security that we can use to protect our webshop and visitors of our webshop. You can check that you are shopping in a secure environment by looking for a padlock in the address bar. Moreover protected pages always start with SSL encryption with "https" instead of "http". For more information about how we process your data please see our privacy policy.

1.9 What should I do if the answer to my question is not listed here?

Is your question not answered? Then simply contact us via the contact form. We will answer your question as soon as possible.

2. QUESTIONS REGARDING PAYMENTS
2.1 How can I pay?

All payments in our shop are handled by  Payment Service Provider Docdata Payments. It is possible to pay by one of the following payment methods: 


• Bank transfer;
• Credit Card (MasterCard/ VISA);
• PayPal;
• Maestro.


Paying by bank transfer:
Via a bank transfer you will transfer the designated amount to the bank account of our Payments Service Provider, Docdata Payments. The necessary information to complete the bank transfer will be sent to you by email. Please note that your order will be officially placed once we have received your payment. If you choose bank transfer as a payment option, it takes a couple of days for your order to be shipped. Make sure to add the unique payment reference (PID number) to your payment order to ensure that the payment and can be processed without delay.

Paying by Credit Card:
You can pay your order by MasterCard and VISA credit cards. In order to protect your data, your details are fully encrypted and sent by SSL servers that are protected from access by external parties. Once you have completed your order, the amount will be withdrawn directly. If you decide to pay by Mastercard or VISA, please submit your credit card number and expiration date. Then fill in the CVC/ CVV code and name of the cardholder. The CVC/ CVV code is a number that is uniquely associated with your credit card. This three-digit code can be found on the back of your credit card. Once you have filled in the requested information, the credit card company will authorize the transaction within 30 seconds maximum. If the transaction is authorized your order will be dispatched as soon as possible.

Paying by PayPal:
If you choose to pay with PayPal, you will be forwarded directly to the PayPal website during the check-out. If you are new to PayPal, you can log in as a guest or open a PayPal account and confirm the payment. If you already have a PayPal account, you can login with your username and confirm the payment. Once the payment order is authorized, your order is processed immediately.
If you return goods, the amount will be returned to your PayPal account or your bank account.

Paying by Maestro:
We offer the possibility to pay with Maestro. In order to protect your data, your details are fully encrypted and sent by SSL servers that are protected from access by external parties. After you have selected Maestro, please enter your card details, 16-digit card number and expiration date (if required) on the secure payment page of your bank. This data is verified online on validity and fraud risk. Once you have approved the online payment with Maestro, you return to the website. On the website the payment is confirmed and the transaction is completed.

2.2 Which discount promotions are currently available at Castelijn & Beerens?

When you sign up to our newsletter we can keep you informed of future promotions and our newest collections. In addition, you will be surprised regularly with information and special offers. When you sign up, you will receive a voucher for a free bottle of leather care. You can use the voucher at a minimum order value of £ 75,-.

2.3 How can I check whether my payment has been received?

If you are registered as a user of our web shop you can view in your personal account whether or not we have received your payment. In case you do not (yet) have an account, you can check whether or not we have received your payment by the following link, using your order number and email address.

2.4 How long will it take before my payment by bank transfer has been received?

Once you have paid the purchase price by bank transfer it takes 2- 3 business days for us to receive your payment. Once we receive your payment, we can dispatch your order.

2.5 Will I receive an invoice?

We will not send you an invoice by email. However, you will receive an email containing a link that lets you view your invoice online. Through the link in the email you can view your invoice by submitting your order number and email address. When you have registered as a user of our web shop you can also access your invoices by logging into your personal account. In case you do not (yet) have an account, you can access your invoices by the following link.

2.6 Are all prices including VAT?

Yes, all prices shown in our web shop are including VAT.

2.7 Where can I find the VAT number?

Below our VAT number is listed: 

• Netherlands: NL006111786B01

2.8 Can I pay safely at the web shop?

The payment environment of our web shop is secured by the Secure Sockets Layer (SSL) technology. This method encrypts the information you send, so only the recipient can read it. In this way we can be sure that you can pay safely.

2.9 What should I do if my question was not answered?

Is your question not answered? Then simply contact us through the following page. We will answer your question as soon as possible.

3. QUESTIONS REGARDING DELIVERY
3.1 How much shipping costs do I pay?

The shipping costs are shown in your cart and are £ 8.95 for orders with a value till £ 75,-. Free shipping applies to all orders over £ 75,-. The shipping costs are also shown separately in your order confirmation E mail.

3.2 How will my order be shipped?

All orders placed with Castelijn & Beerens with a delivery address in the UK are sent and delivered via Hermes/Yodel.

3.3 When can I expect my order?

When we have received your payment, your order will be shipped within 1 business day, if the items you have ordered are in stock. The order will then be delivered by Hermes/Yodel within 3-4 business days. 

3.4 How can I track my order?

When your order is shipped from our warehouse, you will receive a shipping confirmation E mail. This E mail contains a tracking number which allows you to track the delivery status of the parcel. Additionally, you can always check the shipping status of your order through your personal account in our webshop or via the following link.

3.5 Can I change my shipping address after placing an order?

Should it appear that you have entered a wrong delivery address, please send as soon as possible an E mail to our customer service department. We will try to correct the shipping address. We can not guarantee though that we can correct the delivery address after confirmation of the order. If you have a personal account, we recommend that you also correct the delivery address in your account so future orders will be sent to the correct delivery address.

3.6 Can I ship my order to a P.O. Box?

No, it is not possible to ship your order to a P.O. box. Our carrier cannot deliver parcels to P.O. boxes and will in all cases return these parcels to us.

3.7 What happens if I am not at home when the package is delivered?

In the event that you are not at home during the third delivery attempt of Hermes/Yodel and your parcel does not fit in the mailbox, your parcel will be delivered at a Hermes/Yodel near you. (Shipments up to 15 kg are sent via Hermes, above 15 kg with Yodel) If you don't collect the package within the set period (15 calendar days) at the relevant service point, Yodel will return the package to us. Hermes returns the package after the 3rd delivery moment.

3.8 What should I do if my question was not answered?

Is your question not answered? Then simply contact us through the following page. We will answer your question as soon as possible.

4. QUESTIONS REGARDING WARRANTY
4.1 How can I claim the warranty?

Our products have a standard warranty of 2 years from the date of purchase. When the article is within the 2 year warranty period, please contact our customer service. In order to claim the warranty, you must be able to present a proof of purchase. In addition to the proof of purchase we would also like to ask you to send our customer service department a picture of the article and a description of your complaint. This makes it possible to be of service as soon as possible.

If the item is no longer covered we would like to ask you to go to one of the nearest point of sales of Castelijn & Beerens articles. The dealer can determine whether the product can still be repaired and might be able to give an estimation regarding the expected cost of the repair. If a repair is still possible the point of sales might submit a repair request. In that case, your article will be sent to us for repair.

5. QUESTIONS REGARDING MATERIAL
5.1 What kind of leather is used for the products?

Our products are made with only the best possible full grain bovine Italian leather. Each and every skin is carefully hand-selected. Then, working closely with specialist tanneries, we give it the exact shine, colour, and feel that our products require. Only the best is good enough. It’s a meticulous, painstaking regime that is driven by our genuine love of leather.

5.2 Which metals are used for the products?

We want our leather products to not only look and feel good, they should also be durable and long lasting. That’s why our metal logos, buckles, snap hooks, and push buttons are made from a high quality nickel-free alloy and our metal zippers have polished teeth.

6. QUESTIONS REGARDING MAINTENANCE
6.1 How can I best take care of my product?

Leather is a rich and durable natural material that actually improves with age. Treat it well and you’ll enjoy it for many years. Although our leather bags are protected with a water-resistant coating, we advise that if your bag got wet in the rain, to dry it off with a soft cloth. To keep it clean, supple and conditioned we recommend the care product Carbon Wax Spray. Treatment of our products with aggressive maintenance products will void the warranty.

6.2 How can I best protect my product against rain?

Leather is sensitive to water. Our bags are protected with a water repellent coating. We recommend the bag after a rain shower to rub dry with a soft cloth to prevent any stains. To keep it clean, supple and conditioned we recommend the care product Carbon Wax Spray. Treatment of our products with aggressive maintenance products will void the warranty. For further information about our warranty conditions, we would like to refer you to article 8 in our Terms and conditions agreement.

6.3 How can I best protect my product against drying out?

Leather can dry out in use by, for example, dry summers and heated areas. Make sure that you do not place your bag on or against a heater. Regular maintenance keeps the leather flexible, water repellent and it will extend the lifespan of your product. To keep it clean, supple and conditioned we recommend the care product Carbon Wax Spray.

6.4 The leather shows small spots and bumps, how is this possible?

Leather is a natural product; small spots and bumps, such as insect bites, neck folds and small color differences underline the authenticity of the leather. Absolute colour fidelity of leather cannot be guaranteed. This is mainly caused by bright sunlight. Please prevent long term exposure to bright (sun)light.

7. QUESTIONS REGARDING EXCHANGES AND RETURNS
7.1 How can I return an article?

Together with your order you will receive a return form. Please pay attention to the instructions on the return form. You will also find a return sticker with our address. By sticking this sticker on your return package you can return the package free of charge to us. Based on the tracking number you can see at the carrier chosen where the package is and when your return has been delivered to our return address.You will receive an email from us as soon as we have received and processed your return shipment.

7.2 How can I return an article if I did not receive a return form or when I lost the return form?

If you have not received a return form with your order or if you lost the return form, please contact our customer service to request a new return form.

7.3 During what period can I return my order?

You have 14 days to notify us of your decision to revoke your order. As of your notice, you have 14 days to return the product. After this period, a return of your order is only possible if you give us a valid reason and have received a corresponding approval of our customer service department.

Returns are free of charge. For further information please check our General Terms and Conditions.

The items that will be returned must meet the following requirements:
- The item has not been used, altered or damaged while in your posession.
- The item is complete.
- The item is in the original packing, which has not been damaged.

7.4 What should I do if I have received an incorrect or damaged article?

Once you have received your order, please carefully check the entire content of the order. If you have received a defective or incorrect article we ask you to report this to our customer service as soon as possible. If the stock allows it we will send a replacement item free of charge. If you prefer to receive a refund , we will refund the purchase price.

7.5 Can I exchange an article?

An article purchased from the online shop can not be exchanged for another color or article. If there is a different color or article is desired, the article can be returned. A new order can be placed via the webshop.

7.6 What are the return shipping costs?

With the return form, which you will find in your package, you can return your package free of charge. We advise you to keep the shipping receipt so that you can track your return shipment.

7.7 Will I be reimbursed my shipping costs?

When returning the entire order, you are entitled to a refund of the total amount paid, including shipping. If you choose to keep one or more articles of the order you are entitled to a refund of the purchase price of the returned items, excluding shipping costs.

7.8 When will I receive my refund?

The period in which you can expect the purchase amount back in your account is within 14 days after revocation.

Refund processing time per payment method:

    • Bank transfer: 4 business days;
    • Maestro: 10-12 business days;
    • MasterCard: 10-12 business days;
    • PayPal: 7- 10 business days;
    • VISA: 10-12 business days.
7.9 What should I do if my question was not answered?

Is your question not answered? Then simply contact us through the following page. We will answer your question as soon as possible.