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Frequently Asked Questions - Buyers

Frequently Asked Questions - Buyers

 

Shop The Château:


What is the Château Shop? 

Shop The Château is a collective of boutiques and individuals from all around the world with a mutual passion for sharing all sorts of special treasures from all sorts of special places. 

Our sellers include both individuals and independent businesses offering a selection of antiquities, artisanal hand-made treasures and contemporary objects of interest. 

Each individual seller operates their own shopfront as part of our marketplace and when a customer places an order we, Château de Gudanes, receive a small commission. This commission is then donated to the ongoing restoration of the Château, a Class I Historical Monument of France. 

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 and its sellers? 

Our marketplace supports individuals and independent businesses. Our sellers offer a range of ethically made products, hand-crafted items, antiques and contemporary quality treasures. Working together, 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 and our sellers we invite you to click here. 

How do I find different sellers? 

To see our full list of vendors please follow the link here. Or… 

When browsing on desktop, to search our list of vendors you can visit the ‘Stores & Sellers’ link in our website header. 

When browsing on a mobile, to search our list of vendors you van visit the ‘Stores & Sellers’ link in the mobile navigation menu. 

How do I contact a seller about an item before I place an order? 

To contact a seller with a general enquiry visit their seller profile page. Below the image banner on the right hand side of the page there is an ‘Ask A Question’ button. You can click this box and fill out the form to contact the seller. 

Alternatively, when you click on a product to view its details below the title of each product there is also an ‘Ask A Question’ button. You can click this box and fill out the form to submit a query about any product to the seller. 

How do I contact a seller about my order? 

If you placed your order using guest checkout to contact the seller please visit their seller profile page. Below the image banner on the right hand side of the page there is an ‘Ask A Question’ button. You can click this box and fill out the form to contact the seller. 

If you made an account whilst placing your order you can login here, lookup your order and from there contact the seller directly. 

Either way, no matter if you created an account or used guest checkout when you placed your order you can also lookup your order to view its status by following the link here. 

Is it safe to place an order with Shop The Château? 

We encrypt sensitive information (such as credit card numbers) using secure socket layer technology (SSL) which is then handled by our payment processing partners. We follow generally accepted industry standards to protect the personal information submitted to us, both during transmission and once we receive it.

 

Before Placing An Order:


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

To contact a seller with a general enquiry visit their seller profile page. Below the image banner on the right hand side of the page there is an ‘Ask A Question’ button. You can click this box and fill out the form to contact the seller. 

Alternatively, when you click on a product to view its details below the title of each product there is also an ‘Ask A Question’ button. You can click this box and fill out the form to submit a query about any product to the seller. 

Where do you deliver to? Do you ship worldwide? 

Each individual seller offers their own shipping options. However, most sellers do offer worldwide shipping. To check whether or not an item/s ships to your country, and the estimated cost, you are able to add the item/s to your cart and use the shipping calculator. Alternatively, you can visit the seller profile page to check the shipping offered by a seller. 

What shipping methods are offered? 

Each individual seller offers their own shipping options and as such may work with different shipping companies depending on this. You can visit the seller profile page to check the shipping and carrier options offered by a seller.

How can I check shipping costs before I place an order?

To check whether or not an item/s ships to your country, and the estimated cost, you are able to add the item/s to your cart and use the shipping calculator. Alternatively, you can visit the seller profile page to check the shipping offered by a seller. 

Who pays for custom fees? 

Each individual seller will have their own set of terms, conditions and policies, which are visible on their seller profile page. As such, some sellers may pay customs fees while others may not. Before placing an order, we would encourage you to confirm this with the individual seller. 

What are the general terms, policies, and conditions for refunds, returns and exchanges on your site?  

Each individual seller will have their own set of general terms and conditions for refunds, returns and exchanges. These individual seller policies will be visible on their seller profile page. However, Shop The Château does have overarching terms here, privacy policy here and refund, return and exchange conditions here. We encourage you to read the Château Shop policies and individual seller policies carefully before placing an order. 

Are minors able to place an order on Shop The Château? 

All Shop The Château account owners must be at least 18 years of age. Individuals under the age of 18 are considered minors on the Château Shop. A minor may not create their own Shop The Château account, to either buy or sell, or use our services as outlined in our terms and conditions page here. 

 

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 credit card 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.

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? 

Each individual seller offers their own shipping options. However, most sellers do offer worldwide shipping. To check whether or not an item/s ships to your country, and the estimated cost, you are able to add the item/s to your cart and use the shipping calculator. Alternatively, you can visit the seller profile page to check the shipping offered by a seller. 

What shipping methods are offered? 

Each individual seller offers their own shipping options and as such may work with different shipping companies depending on this. You can visit the seller profile page to check the shipping and carrier options offered by a seller.

How can I check shipping costs before I place an order? 

To check whether or not an item/s ships to your country, and the estimated cost, you are able to add the item/s to your cart and use the shipping calculator. Alternatively, you can visit the seller profile page to check the shipping offered by a seller. 

Who pays for custom fees? 

Each individual seller will have their own set of terms, conditions and policies, which are visible on their seller profile page. As such, some sellers may pay customs fees while others may not. Before placing an order, we would encourage you to confirm this with the individual seller. 

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’. 

If you created an account at the time of purchase you can login here, view the details for the relevant order, click the order number and then click the ‘Change Of Shipping Address’ button. 

If you placed an order as a guest you are able to contact the seller by using the ‘Ask A Question' button on the seller profile page. 

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 the seller just in case they may be able to work something out for you.

What is the processing time for an order? 

The processing time for an order will depend on each individual seller. For more information, we would encourage you to visit the seller’s profile page. 

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

Each individual seller offers their own shipping options and chooses their own shipping carriers. Therefore, the amount of time for your order to be delivered will depend on the seller you placed your order with. You can visit the seller profile page to check the shipping options and estimated delivery timeframes offered by a seller.

How do I track my order? 

Each individual seller offers their own shipping options and as such may work with different shipping companies depending on this. Furthermore, some sellers may offer tracking whilst others may not. You can visit the seller profile page to check the shipping, carrier and tracking options offered by a seller.

After placing an order and the seller has packaged and sent it, if they offer tracking an email with the number will be sent to your email address. You are then able to track your parcel through the shipping carrier website. 

 

Orders, Returns and Exchanges:


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

If you made an account whilst placing your order you can login here, and then click on the order number in question to see its full details and status. 

Alternatively, you can also lookup your order to view its status by following the link here.

How do I check the status of my order if I used guest checkout?

If you placed your order using guest checkout to check the status of your order please use our order lookup function here. 

Alternatively, you can contact the seller directly. To do this, begin by visiting their seller profile page. Below the image banner on the right hand side of the page there is an ‘Ask A Question’ button. You can click this box and fill out the form to contact the seller about your order status. 

How do I cancel an order? 

To cancel an order please contact the seller as soon as you can. 

If you placed your order using guest checkout to contact the seller please visit their seller profile page. Below the image banner on the right hand side of the page there is an ‘Ask A Question’ button. You can click this box and fill out the form to contact the seller. 

If you made an account whilst placing your order you can login here, lookup your order and from there contact the seller directly.

How do I return or exchange an item? 

If you made an account whilst placing your order you can login here, lookup your order and from there click the relevant button to make an RMA request and fill in the details.

If you placed your order using guest checkout to return or exchange an item please contact the seller. To do this begin by visiting the seller profile page. Below the image banner on the right hand side of the page there is an ‘Ask A Question’ button. You can click this box and fill out the form to contact the seller. 

How do I request a refund? 

If you made an account whilst placing your order you can login here, lookup your order and click the order number. From there click the relevant button to make a refund request and fill in the details.

If you placed your order using guest checkout to request a refund please contact the seller. To do this begin by visiting the seller profile page. Below the image banner on the right hand side of the page there is an ‘Ask A Question’ button. You can click this box and fill out the form to contact the seller. 

How do I request an invoice? 

If you made an account whilst placing your order you can login here, lookup your order and from there click the ‘Request Invoice’ button. We will then upload your invoice to your account as soon as we can. 

If you placed your order using guest checkout to request an invoice please contact the seller. To do this begin by visiting the seller profile page. Below the image banner on the right hand side of the page there is an ‘Ask A Question’ button. You can click this box and fill out the form to contact the seller.

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

If there is a problem with your order please do contact the seller right away. 

If you placed your order using guest checkout to contact the seller please visit their seller profile page. Below the image banner on the right hand side of the page there is an ‘Ask A Question’ button. You can click this box and fill out the form to contact the seller. 

If the problem is not resolved to your satisfaction or the seller is unreachable please do contact Shop The Château, by following the link here, and we will see what we can do to help. 

How do I download a downloadable product I ordered?  

There are several 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. 

3. If you created an account whilst placing your order you can login here, lookup your order and click on the order number. Then click the relevant button to download your products. 

 

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 us your feedback. 

How do I view my previous reviews?

To access your previous reviews you are able to login to your account here.

How do I report an item or a seller? 

To report an item or a seller please contact Shop The Château by following the link here. 

How do I file a notice of intellectual property infringement? 

To file a notice of intellectual property infringement please contact Shop The Château by following the link here. 

 

Your Account:


How do I sign in to my account?

To sign into the account please follow the link here. 

I have forgotten my account password - what do I do? 

To reset you account password please click the link here and follow the prompts.

How do I view my liked items and sellers?

To view your liked items and sellers please login to your account here.

Kindly note that if you haven’t logged into your, or setup, an account and you try to like a seller or item you will be redirected to your home-page. In other words, to use this function you must login.

 

Contact:


How do I contact Shop The Château? 

To contact Shop The Château please follow the link here.