We’re sorry to hear that you had a bad experience with our products. Please refer to the dropdown list below for answers to your questions!
CAPPICO’S REFUND AND EXCHANGE POLICY
Refunds, returns and exchanges are not allowed for;
- Change of mind
- Incomplete or incorrect delivery address provided
- Scratches, damage caused by accident, abuse, neglect or improper use/storage of the product
- Unauthorised product modification
- Normal wear and tear
- International Orders
I RECEIVED THE WRONG ITEM
Please note that your application for an exchange will not be entertained once past the 3 days.
I MISSED OUT ON A COUPON CODE
These are the few solutions available;
- A. If the parcel has not been shipped, we will offer you the choice of canceling your order and receive the full refund as store credits, which you would then place a new order with, OR receive the discounted amount topped up as store credits in your account
- B. If the parcel has been shipped, we can offer you the discounted amount of said products original price topped up as store credit in your account.
THE ITEM I RECEIVED IS FAULTY
Once our team has gotten back to you and agreed to a refund or exchange, the standardised procedure is as below;
- Step 1: Take a close-up image of the said jewelry, submit it to us for double checking, or once we have confirmed proceed to the next step
- Step 2: Ensure the product returned to us is in the exact same condition and packaging as received. Also, do note that we have the right to refuse any refunds or exchanges if we find that the product returned is not in the same condition as you received it in.
- Step 3: Ship the item to the given address. Do note that we are not liable for any missing parcels*.
- Step 4: Wait for our response on receiving the parcel. If you opt for a refund, it will be issued to you via store credit in your account on our site, within the span of 3 working days.
*In the case that your return parcel fails to reach our office, we are not liable for any further refund or exchange transactions. Therefore, do ensure that you use the most cost-effective courier service with tracking.
*The return shipment fee will be covered by us, unless stated otherwise. This will be returned to you in the form of store credits, alongside any refunds. Please provide the invoice for the return shipment in order to claim the refund.
WHAT HAPPENS WHEN THE PARCEL GOES MISSING, DELAYED OR DAMAGED IN TRANSIT
CAPPICO is not liable for any issues encountered during delivery such as; damage, delay in transit, non-delivery or undelivered parcels. Once dispatched, the parcel is fully under your ownership, and we do not claim any responsibility over it.
If the parcel goes missing, please report it to us or contact the courier service in charge. Once we have an update from the courier company, we will be in contact wit you.
Should you have a non-delivery arrangement with the courier company, or any rescheduling of deliveries, note that we(Cappico) are not liable for any losses, damages or destruction. It is then the responsibility of the customer to ensure the parcel is received by the correct receiving address/individual. Once again, the parcel is solely under the ownership of the customer the moment it leaves our premises.Though, we can try our best to help you with any issues with the courier company and come up with the best solution(s). Do send us a direct message on Instagram if any issues like this come up.
HOW LONG WILL IT TAKE?
When we have received the returned items, or your request for a refund, we will need at least 3-5 business days to inspect and sort everything out. After that, you will be personally notified by us for any updates or shipments. So bear with us a little as we are a really small business! :)
Shipping costs are non-refundable, and all exchange costs will be borne by the customer unless stated otherwise.
In the case of a failed delivery, extra charges for re-shipping the product will be borne by the customers even if the purchase originally warranted free or reduced shipping. OR, if preferred, we can issue a refund for the purchase in the form of store credits, minus the initial shipping cost.
Please contact us at [email protected] for further enquiries! :)