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FAQs
faq
faq
PURCHASING FROM CASTEL + CO.
Totally confident. We are a family owned, Australian registered business and we don’t muck around. We know that buying online is often stressful and rife with scams, unreliable information or it can just be very disappointing. We do our utmost to make your experience as enjoyable and seamless as possible and rest assured that should you encounter any problems we are at your disposal to rectify them.
We are extremely concerned to protect your privacy and confidentiality. We understand that all users of our website are quite rightly concerned to know that their data will not be used for any purpose unintended by them and that it will not accidentally fall into the hands of a third party. Our policy is both specific and strict and it complies with Australian law. For more details, you can view our Privacy Policy here.
Card payments are not processed through pages controlled by us. We use one or more online payment service providers who will encrypt your card or bank account details in a secure environment.
Yes, we do. All our rugs are customisable for size and shape. You can find additional information on the product page, or you can simply contact us with your inquiry. We’ll look after you.
If a rug is marked as “out of stock”, it means we don’t have production schedule for it just yet. It is very likely we can make it for you so please contact us to request additional information.
We update our database daily and we make sure we are as accurate as possible regarding our stock situation. From time to time, it is possible that a rug that you have purchased is out of stock at the time of order processing. Should this be the case, we will inform you immediately and you can decide if you want a full refund or purchase something else. It is also very likely we will be able to manufacture that rug for you if you so wish. Don’t worry, we’ll look after you.
We have rug samples for most of our rugs. If a sample is available for the rug you like, you will be able to purchase it on the product page. It is also likely we will be able to have a sample made so please contact us to request additional information.
RETURNS & REFUNDS
We cannot accept returns of items damaged through normal wear and tear. If you wish to return a rug, please follow these instructions at the Returns, Refunds and Exchange Policy page. Conditions apply.
We sincerely apologise for the inconvenience, let’s rectify this for you straight away. Please keep the packaging, take detailed pictures of the defect and email them to us at concierge@castelandco.com.au so that we can attend to this quickly and efficiently.
You can cancel or amend your order within 1 business day of purchase. After that time, it will be difficult for us to do so but we’ll do our best to accommodate your request.
SHIPPING & DELIVERY
Yes! We offer free shipping Australia-wide so you won’t have to pay any more than the price you see online.
Once you have placed your order, you will receive an email form us confirming your order has been received. If the rug is in stock, it will be processed and made ready for dispatch within 3 business days. Once the rug is on its way, you will receive another email with the courier tracking details. The courier will also contact you with delivery information. If you are uncertain, you can always contact us to assist you with any delivery queries.
The general shipping information is set out on the product page however it is possible that from time to time the rug will be delivered outside of those estimated times. This is because we rely on 3rd party courier companies and have little control over their procedures and schedules.
Yes, we can arrange for the rug to be shipped overseas. Please contact us to request a shipping quote.
If you know you won’t be able to receive delivery of your rug, please contact us and we will work with the courier company to make sure your rug is delivered safely. In some cases, the courier can leave the rug inside your gate or in a safe spot under the porch or by your front door if you live in an apartment building. Quite often couriers leave a card with information on collection at a nearby pick up location. If you are unsure about what to do, reach out and we’ll be more than happy to help.
CONTACT US
You can reach out to our Concierge at concierge@castelandco.com.au with any inquiry. We will respond within a few hours.
CAN I PICK UP MY RUG?
Castel + Co. is a 100% online store and we don’t have a physical location for local pick up.
