Shipping & Frequently Asked Questions

Frequently Asked Questions

Shop The Château: 

What is the Château Shop?

Shop The Château is an online boutique sharing all sorts of special treasures - antiquities, artisanal hand-made treasures and contemporary objects of interest from our little region of France.

All proceeds from orders placed on our site are donated to the ongoing restoration of Château de Gudanes, a Class I Historical Monument.

To learn more about Shop The Château we invite you to click here. To read further about Château de Gudanes we welcome you to visit our website by following the link here.

What are the ethical and environmental commitments of our site?

Shop The Château offers a range of ethically made products, hand-crafted items, antiques and contemporary quality treasures. Our goal is to encourage thoughtful buying and quality over quantity. Offering pieces that will last the test of time and hopefully be passed on and on.

To read more about our ethical, environmental and sustainability commitments of Shop The Château we invite you to click here.

How do I contact you about an item before I place an order?

To contact Shop The Château please follow the link here.

How do I contact you about my order?

To contact Shop The Château please follow the link here.

Before Placing An Order:

How do I ask a question before I place an order?

To contact Shop The Château please follow the link here.

Where do you deliver to? Do you ship worldwide?

We ship all of our items worldwide. We offer free worldwide shipping for the Château de Gudanes Book, which is sent from our hometown in Australia. Shipping prices for all other items are calculated at checkout and sent from Château de Gudanes. 

What shipping methods are offered?

All items in our online boutique are sent either from the Château in France or in the case of the Château Book from our hometown in Australia. Parcels sent from France are sent by La Poste and packages sent from Australia are sent by Australia Post. All parcels are sent with tracking. 

When arriving to their international destination countries, parcels sent by either La Poste and Australia Post will be handed over to your countries national local carrier. The same tracking number can be used to track your parcel on the local carrier's website as well. For example in the US the carrier that delivers your parcel will be UPS. In the UK, the carrier that delivers your parcel will be Royal Mail. 

What are your shipping prices? 

We offer free worldwide shipping for the Château de Gudanes Book, which is sent from our hometown in Australia.

All other items are sent from Château de Gudanes and the price is calculated by the total weight of all item/s at checkout. We are governed by the prices set by La Poste and do not uncharge for shipping. Pricing is calculated as follows: 

Small Parcel (single parcel) 0 - 5 kg: €60

Medium Parcel (single parcel) 5 - 7 kg: €80

Large Parcel (sent via two separate parcels) 7 - 12kg: €140

Extra Large Parcel  (sent via three separate parcels) 12 - 17kg: €200

Extra Extra Large Parcel (sent via four separate parcels) 17 - 28kg: €320

Who pays for custom fees?

Please kindly note that the customer is responsible for any additional custom fees that may need to be paid on receipt of their parcel. 

Purchasing And Payment Options:

I am having technical problems placing an order - what should I do?

If you are having ongoing technical troubles placing an order please do contact us here so that we may assist you and fix the problem right away. Merci beaucoup!

Am I able to checkout as a guest?

Oui! You are able to place your order as a guest on our site during the checkout process.

How do I redeem a discount code?

To redeem a discount, please input the code on the cart page before proceeding to checkout.

What payment methods do you offer to buyers?

We are able to process payments either by credit card, Apple Pay or PayPal payments.

Am I able to pay in my own currency?

For all orders placed on our site the payments are processed in Euros (€) and currency conversion fees are the responsibility of the buyer and will depend upon the daily rates set by your payment provider (your bank or PayPal). 

However, you are able to browse our site in a selection of currencies. Please note though that when browsing in a currency, other than euro (€), the price of products is only an estimate.

To change your browsing currency whilst using desktop version, please see the top right hand corner of the header.

To change your browsing currency whilst using mobile version, please visit the footer.

Shipping:

Where do you deliver to? Do you ship worldwide?

We ship all of our items worldwide. We offer free worldwide shipping for the Château de Gudanes Book, which is sent from our hometown in Australia. Shipping prices for all other items are calculated at checkout and sent from Château de Gudanes. 

What shipping methods are offered?

All items in our online boutique are sent either from the Château in France or in the case of the Château Book from our hometown in Australia. Parcels sent from France are sent by La Poste and packages sent from Australia are sent by Australia Post. All parcels are sent standard delivery time with tracking. 

When arriving to their international destination countries, parcels sent by either La Poste and Australia Post will be handed over to your countries local carrier. The same tracking number can be used to track your parcel on the local carrier's website as well. For example in the US the carrier that delivers your parcel will be UPS. In the UK, the carrier that delivers your parcel will be Royal Mail. 

What are your shipping prices? 

We offer free worldwide shipping for the Château de Gudanes Book, which is sent from our hometown in Australia.

All other items are sent from Château de Gudanes and the price is calculated by the total weight of all item/s at checkout. We are governed by the prices set by La Poste and do not uncharge for shipping. Pricing is calculated as follows: 

Small Parcel (single parcel) 0 - 5 kg: €60

Medium Parcel (single parcel) 5 - 7 kg: €80

Large Parcel (sent via two separate parcels) 7 - 12kg: €140

Extra Large Parcel  (sent via three separate parcels) 12 - 17kg: €200

Extra Extra Large Parcel (sent via four separate parcels) 17 - 28kg: €320

Who pays for custom fees?

Please kindly note that the customer is responsible for any additional custom fees that may need to be paid on receipt of their parcel. 

How can I change my shipping address after placing an order?

You are able to change the shipping address for your order up until it has been marked as 'fulfilled’ or ‘sent’. To do this, please follow the link here.

If there is a problem with the shipping address but your order has already been ‘fulfilled’ or ‘sent’ unfortunately it may not be possible to change. Because of this, we would encourage you to read through your order and personal details carefully before placing an order. However, if this happens please contact us just in case as we will try our very best to work something out for you.

What is the processing time for an order?

The processing time for an order is usually between 2 to 7 days. 

How long will it take for my order to be delivered?

All items in our online boutique are sent either from the Château in France or in the case of the Château Book from our hometown in Australia. Parcels sent from France are sent by La Poste and packages sent from Australia are sent by Australia Post. All parcels are sent standard delivery time with tracking. 

Delivery time varies depending on the destination of the parcel. International parcels usually reach their destination within 2 to 3 weeks. This estimated delivery time will increase over busy periods, such as the Christmas season. 

When arriving to their international destination countries, parcels sent by either La Poste and Australia Post will also be handed over to your countries local carrier. And so, the delivery time will also depend on how busy your local carrier may be. 

How do I track my order?

All items in our online boutique are sent either from the Château in France or from our office in Australia. Parcels sent from France are sent by La Poste and packages sent from Australia are sent by Australia Post. All parcels are sent standard delivery time with tracking. 

Parcels sent from Australia can be tracked on the Australia Post website. Similarly, parcels sent from France can be tracked on the La Poste website. 

 When arriving to their international destination countries, parcels sent by either La Poste and Australia Post will also be handed over to your countries local carrier. And so, your parcel can also be tracked, using the same tracking number, on your local carrier's website as well. For example in the US the carrier that delivers your parcel will be UPS. You can use the same tracking number for La Poste with UPS.  

Orders, Returns and Exchanges:

How do I check the status of my order in my account?

To check the status of your order please contact us directly by email by following the link here.

How do I cancel an order?

To cancel an order please contact us as soon as you can by following the link here.

How do I return or exchange an item?

We do not usually offer returns or exchanges. However, if for any reason you are unhappy with your order please do contact us here and we will try our very best to assist you. 

How do I request a refund?

We do not usually offer refunds unless an item is damaged whilst making its way to you. However, if for any reason you are unhappy with your order please do contact us here and we will try our very best to assist you. 

When and where can I report a problem with my order?

We will always do our very best to ensure that your order in properly packaged to reach you safely. However, if for any reason you are unhappy with your order please do contact us here and we will try our very best to assist you. 

How do I download a downloadable product I ordered? 

There are two ways you are able to download the product you ordered…

1. At the end of the checkout process there will be the option to download the product right away.

2. Not long after you complete your order you will receive an email with a link to follow to download the product.

Reviews:

When and how do I review my order?

After your order has been delivered you will receive an email invitation to review your products. We thank you kindly in advance for taking the time share with your feedback with us. 

Contact: