FAQ

I HAVE RECEIVED A DEFECTIVE ITEM

We apologize for the inconvenience that we may have caused you if you have received a defective product.

We want to resolve any issues related to defective products at the moment, so please contact our Customer Service team as soon as you discover the defect of the item.

Please provide us with as much information as you can, such as your order number, defective product and defect description, and whether you prefer a refund or replacement of the defective product (at no additional cost to you).

As soon as you do this, a member of our Customer Care team will contact you providing a solution.

 

WHAT METHODS OF PAYMENT DO YOU OFFER TO PAY MY ORDER?

We would like to offer you different payment options, so you can use any of the methods below.

For now we do not accept cash transfers or bank transfers as payment method, but prepaid cards are Visa, Visa Electron, MasterCard or American Express.

We also take security very seriously, so your data will be safe with us.

All credit or debit card holders are subject to validation and authorization by both our party and the card issuer, to maintain security and avoid fraud.

 

I HAVE PROBLEMS TO ACCESS OR PURCHASE ON YOUR WEB SITE

If you have technical problems, we recommend that you make sure that you have the latest updates for your operating system.

If problems persist, please contact our Customer Support team, who will be happy to help. To help us resolve your issue, include as much of the information listed below as possible:

Your operating system (for example, Windows Vista, Mac OS X)
Internet Browser (Internet Explorer 7, Firefox, Safari)
The URL you are trying to access (for example, http://www.pepecastell.com/collections)
The time at which the problem occurred
Copy and paste into the email any error messages that appear on the screen
 

GUIDE FOR CARE

We recommend treating the suede and leather with a protector before use.
A suede brush will help keep the lanilla and suede as new.
If your shoes get wet, cover them with newspaper and dry them naturally, away from any source of heat.
This will prevent materials from drying out and cracking.
If they are stained, let them dry and remove stains with a clean brush or cloth.
For products with heels, check the parts (heel tips) regularly and when they start to wear take them to a good shoemaker and replace them to avoid slipping or any damage to the shoes.