FAQ
FREQUENTLY ASKED QUESTIONS
Online Services
SHOPPING - COVID-19 (coronavirus) information
Is it safe to shop from CAPRA NV?
The health and safety of colleagues and the wider community has always been our priority. We have enhanced safety measures in place to safeguard teams, going above and beyond government guidelines to maximise protection.
What are you doing to ensure colleagues’ safety?
We have introduced several additional health-and-safety measures that go above and beyond the government guidelines.
These include:
6ft or above social distancing respected throughout site
Temperature checks on entry.
Staggered breaks, staggered entry and exit to site and a one-way system implemented to site
Increased cleaning and disinfecting of equipment
All people working in the factory and building are wearing PPE, including masks, gloves, and using sanitiser.
Shipping Partner
We are working with our shipping partner DHL to ensure all appropriate health and hygiene standards are adhered to. They are currently operating a contactless delivery system. Where a signature would usually be required or this has been requested by you, they will endeavour to take the recipient’s name as proof of delivery and follow socially distanced protocol. When a signature is waived by you, they will leave your parcel where you specified.
Please note that Capra NV or our shipping partners will not be held responsible for any loss or damage that may occur once your order has been delivered as set out above.
Ordering on the Capra NV website
To make purchases on the Capra NV you do not need to register; however, we suggest you create an account to access exclusive areas and services dedicated to our customers.
As I live outside the UK can I see and pay for my order in a different currency?
Yes, you can see and pay for the items in another currency. The currency selector is located at the bottom footer of the home page. Please select the currency by clicking country flag below to see all pricing in your currency of choice.
Product information
On each product page, you will find all available colours options, a description, and the composition of the item. Click on the product image to zoom in and see all the details.
How to order
- From the item page, select the desired product and select type of ink of the product
- Add the product to your Shopping cart
- Enter your email and your shipping address
- Select a shipping and a payment method
- Check that the information you entered is correct and click "Purchase Now".
In some countries, if you are paying with a credit card, before completing your purchase you may be asked for a secondary authentication for your payment to be authorised. In this case, you will need to insert a one-time password, an SMS code, or another authentication method, in accordance with the established procedures of the credit card provider.
You will receive a confirmation email shortly after with the details of your order. From this moment on, our team will take care of everything and as soon as the order ships, we will notify you with another confirmation email.
Can I cancel my order?
No, you cannot cancel the order once is it done. The package can be returned as indicated in our Returns Policy.
Can I shop from my mobile device?
Yes, you can buy from your mobile device.
Benefits of Registering
The benefit of registering will allow you to receive news about new products and collections and other product and company related news.
SHIPPING
Shipping Times and Costs
UK Delivery – Free Delivery
International Delivery
Europe and Mainland USA Free of Charge shipping and Service is Delivery Duty Paid.
Rest of World
There is a nominal charge of £30 and will be shipped on a Delivery Duty unpaid service.
Please, remember that the courier does not deliver on bank holidays.
DHL is our courier for all shipments. You will receive an email containing your Tracking Number once your package has been shipped from us.
Our courier delivers from Monday to Friday during business hours and will make three delivery attempts. After the third failed attempt, your order will be returned to us. Please note that once you have placed an order, it is no longer possible to modify your shipping address.
All orders are processed automatically, and we are unable to expedite or delay shipping times.
Where do you ship my order from?
All orders are shipped from our Factory based in England.UK.
What should I do if my order has not been received?
Please send us an email using info@capranv.com with your order number all your order details and we will deal with the matter.
PAYMENTS
Payment Methods
There is a variety of payment methods. We accept Amex, Visa, Mastercard, Maestro, Apple Pay, Google pay and Shop Pay.
Returns and Refunds
Please refer to our returns policy.
GENERAL ENQUIRIES
Please send an email to info@capranv.com detailing what your enquiry is about.