Terms of sale

The shop is intended for end consumers aged 18 or over. Orders for delivery to another European Union country are handled on equal terms within the published delivery zones.

The process follows the usual steps: you add products to the basket → enter the delivery address → choose the shipping method → pay securely → review the summary and confirm by pressing the «Place order and pay» button, which entails an obligation to pay. Before confirming, you can correct any details by going back to the previous steps. Once the order is complete, you will receive an email confirmation setting out its content; that email and this page serve as the durable medium of the contract. If you spot an error after confirming, write to us as soon as possible at info@castanoble.com and we will correct it if the order has not yet left our workshop.

All prices are shown in euros with taxes included: the price you see is the final price. For food products, the price per kilogram is also shown or, for oils, the price per litre. Sales to other EU countries are currently taxed under the Spanish scheme for intra-Community distance sales (we apply Spanish VAT); if in the future we were to move to taxation at destination (the One-Stop Shop, OSS), the VAT applied would be that of the country of delivery, so the final price could vary depending on the destination. In any case, the price is always shown with taxes included and is the price you pay: you will see it exactly before confirming, with no later charges. Shipping costs are not included in the product price: they are calculated according to destination and weight and are shown exactly before you pay. Variable-weight products (whole pieces) are sold at a fixed price for the piece in the weight band you choose: the price you see is the price you pay, with no later adjustments.

Buying as a business from another EU country? If you have a valid intra-Community VAT number and the delivery is to the Member State of that VAT number, your purchase is exempt from VAT as an intra-Community supply (Article 25 of Spanish Law 37/1992 on VAT). You can arrange this yourself while buying: you need an account and, at the delivery address step, tick «I'm a business in another EU country and want to buy without VAT» and enter your VAT number. We validate it instantly against VIES —the European Commission's official register of intra-Community operators— and, if it is valid, your basket shows prices without VAT straight away. You can also add it at any time from My account → Company.

Two important points. The exemption is applied on the basis of your declaration as an intra-Community operator, and we confirm it by checking VIES again before dispatching the order: if at that point the VAT number is not valid, or the delivery address does not correspond to the country of the VAT number, we will let you know and settle the difference with you before sending anything. And if VIES is unavailable when you buy, the order is paid with VAT (we never apply the exemption without being able to check it): write to us at info@castanoble.com and, once your VAT number has been validated, we will refund the amount of the tax. Your invoice will include the exemption reference to Article 25 of Law 37/1992 and Article 138 of Directive 2006/112/EC.

You can pay by credit or debit card (also with Apple Pay or Google Pay), with Bizum and, if you are paying from another country, with PayPal or your local method (iDEAL, Bancontact, MB WAY, Satispay or EPS), through the secure Stripe payment gateway, with strong customer authentication (PSD2). Your card number travels encrypted directly to the gateway: we never see or store it. The payment methods available at any given time are shown during checkout. We do not apply any surcharge for any payment method.

Invoice. We issue the invoice for your order in electronic format (PDF): we send it to you by email and, if you have an account, you can also find it in My account. By placing the order you agree to receive it this way; if you need it on paper, write to us.

We prepare orders within 24–48 working hours. During the Christmas season lead times may be longer; if we expect a significant delay, we will let you know.

Gift sets and hampers: by buying a gift set you accept that, if any of the items it contains is out of stock when we prepare your order, we may replace it with another item of similar characteristics and of equal or greater value, at no cost to you (you accept this expressly by ticking the box for these terms before paying). If we had no such replacement, we will let you know before dispatch so that you can choose between waiting until it is back in stock or cancelling that gift set, with a full refund of what you paid for it.

Free shipping to mainland Spain on orders of €100 or more.

*From dispatch. The shipping price depends on the destination and the weight of the order: you can find it by destination in Shipping and delivery times, and the exact amount is always shown before you pay. In any case, delivery will take place within a maximum of 30 calendar days from purchase.

Areas we do not serve: because of the customs or logistics conditions for transporting food, we do not currently ship to the Canary Islands, Ceuta, Melilla, Madeira, the Azores, Corsica, Sardinia, Sicily or the French overseas territories (postcodes beginning with 97 or 98), nor to the following territories: Livigno, Campione d'Italia, San Marino, Vatican City, Büsingen, Heligoland, the Åland Islands, the Faroe Islands, Greenland, Northern Ireland, Mount Athos and northern Cyprus. A customer from those areas may, however, buy with delivery to any address in the zones we serve.

The transport risk is ours: we are liable for any loss of or damage to the order until you (or the person you designate) physically receive it (Article 66 ter of the Spanish Consumer Protection Act, Royal Legislative Decree 1/2007, «TRLGDCU»).

We want you to open the box and smile. If something is not right, we ask you —to speed up the solution, and without this affecting your legal rights— to:

• note it on the carrier's delivery note or device, if the damage is visible on receipt;
• let us know within 72 hours of delivery by writing to info@castanoble.com with your order number and photographs of the product and the packaging (if possible, with the seal visible).

Once the issue has been checked, we will replace the product or refund you, with shipping at our expense. We respond to every issue within a maximum of 72 working hours.

If you are a consumer, you may withdraw from your purchase without giving any reason within 14 calendar days of the day on which you (or the person you designate) receive the order. To exercise this right, inform us before the period expires by means of an unequivocal statement (an email to info@castanoble.com or a letter to our registered address); you may use the withdrawal form we make available, although it is not mandatory. If you send it by email, we will acknowledge receipt without delay.

You must send the products back to us without undue delay and in any event no later than 14 days from your notification, to: CASTA NOBLE, S.L., Passeig de Torras i Bages, 117, 08030 Barcelona (España). You will bear the direct cost of returning the goods. We recommend protective packaging and a tracked delivery service.

For your convenience, you can ask us to arrange the return transport: we will tell you its cost in advance, deduct it from the refund and send you the label ready to use. This is optional: if you prefer, send it yourself. If the return is due to an issue or to a product that is not in conformity (sections 6 and 8), transport is always at our expense and nothing is deducted.

We will reimburse all payments received from you, including the costs of standard initial delivery (but not the extra cost of any express option you chose), no later than 14 days from the day on which we are informed of your decision, using the same means of payment. We may withhold the reimbursement until we have received the products back or you have supplied proof of having sent them back. You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish their nature and characteristics.

Exceptions (Article 103 TRLGDCU). Given the food nature of our products, the right of withdrawal does not apply to:

• Products unsealed or pieces started after delivery —vacuum packs, packs of sliced product or other hygienic packaging or seals that have been opened, or a piece that has already been started— for reasons of health protection and food hygiene (Article 103(e)). Opening the box or wrapping in which a piece travels does not unseal it: if the packaging is still sealed or, for a whole piece, it has not been started, you keep your right.
• Products liable to deteriorate or expire rapidly —fresh food with a short shelf life— (Article 103(d)).

All our products are covered by the legal guarantee of conformity under Articles 114 et seq. of the TRLGDCU: we are liable for any lack of conformity that becomes apparent within 3 years of delivery, bearing in mind that, for food products, conformity refers to their shelf life and the storage conditions indicated. You are entitled to replacement, a price reduction or a refund, as appropriate, at no cost to you.

In addition, under the Castanoble guarantee: if, when you open your order, a product does not live up to what we promise —for example, it smells bad, arrives damaged or is not what you ordered—, write to us within the following 72 hours with photos and we will replace it or refund you, with shipping at our expense. These are only examples: if your case is a different one, write to us anyway. Please bear in mind that fat is part of these products: ham and shoulder —especially acorn-fed Iberico— and many cured sausages are fatty by nature, and that fat is what gives them their flavour; it is not a defect. To assess claims about pieces that have already been started, we may ask you to keep the piece and at least 85% of its original weight — this is how we can examine it; it never limits your legal rights.

Our customer service (info@castanoble.com · +34 932 200 650, with no premium charge) is always the fastest route: we record every complaint and reply within a maximum of 72 working hours.

The official complaint forms of the Generalitat de Catalunya (the government of Catalonia) are available to you: you can download them from its official website (tramits.gencat.cat, searching for «full oficial de queixa») or ask us for them by email and we will send them to you.

If a complaint is not resolved to your satisfaction, we will inform you of at least one competent accredited alternative consumer dispute resolution body (Spanish Law 7/2017) and of whether we agree to take part in the procedure; you may also contact the Consumer Arbitration Board (Junta Arbitral de Consumo) that corresponds to you. For purchases from another EU country, you may also turn to the European Consumer Centres Network (ECC-Net).

These terms are governed by Spanish law. If you buy as a consumer from another country, this choice of law does not deprive you of the protection of the mandatory rules of your country of habitual residence, and you may bring a claim before the courts that the law makes available to you.