Frequent questions
YOUR MOST FREQUENTLY ASKED QUESTIONS
1. Why doesn't the Welcome Discount Code work?
The WELCOME discount code can only be used once on items purchased at checkout, by entering the word Welcome in the appropriate space. This discount CANNOT be applied to items already on sale or part of the CONTINUOUS collection . The Welcome discount code applies ONLY to purchases on the online shop and not to purchases in the Cappelletto di Treviso and Mogliano Veneto physical stores . If you place a first order with items on sale or continuous, you can use the Welcome discount code on your next purchase! Orders where the WELCOME code has been used twice by the same user will be cancelled.
2. Why didn't I receive my order confirmation email?
If you don't receive it right away, don't worry. It might have ended up in SPAM. Check your email account. Or contact us through our chat (where we will answer you with store hours) or email (info@cappellettoshop.it)
3. If I bought a shoe and got the wrong size, can I exchange it?
If the size for an exchange is available in stock, Cappellettoshop gives the possibility of doing it only once, free of charge . Contact us by phone (0422.543655) or by email (info@cappellettoshop.it) to notify us and include photos of the product you want to exchange, complete with warranty seal.
NB: Please try on the shoes by placing your foot on a clean carpet. Shoes that return to the store with signs of wear and dirt will be returned to the sender and Società Cappelletto reserves the right to recover the transport costs.
Repack your package as received (do not remove the seal from the product), highlight your name on the package and make sure you are home for the exchange. If GLS does not find anyone at the delivery of the exchange, and you do not have the return ready, the courier will not deliver!
Please note that once a size change has been made, the product is no longer returnable.
For the size change of an order placed from abroad , unfortunately DHL does not give the possibility of making an exchange.
If you see that the size you need for the exchange is still available, we recommend that you purchase it immediately and return the wrong one. We will refund you within the terms indicated above. For the return, use the courier of your choice or the Post Office. The return must arrive within 14 days from the date of receipt of your order.
4. What if I want to exchange an item of lower value than the one I purchased?
The exchange is always possible, even if the customer chooses to exchange it for an item of lower value. But be careful: if the value of the first purchase is higher than the exchange value, the price difference will not be refundable (not even by going to the stores in Treviso and Mogliano Veneto). CappellettoShop will issue a Gift Voucher to be used on our site within one year from the date of the first purchase.
5. What if I want to exchange an item for a higher value item than the one I purchased?
Here too, the exchange is always possible: send an email to info@cappellettoshop.it with your request. If the item/size is available, CappellettoShop will send you a link for the price integration and will organize the exchange with GLS for you, free of charge.
6. Can I change sizes in the Treviso and Mogliano stores?
Size changes in stores must be made within the terms (i.e. within 14 days from the date of receipt of the order) and only from Monday to Friday. Kind online customers are kindly requested not to go to the store for the change on Saturdays and Sundays.
7.Do I have to sign up for the newsletter?
To proceed with a purchase it is not necessary to be registered, but it is an option that will guarantee you the sending of newsletters and updates. If you already have a CappellettoShop account, it will be sufficient to enter the email address and password chosen at the time of registration.
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Is this your first purchase on CappellettoShop? You simply need to register : a form will appear in which you can provide us with your data.
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Enter your email address and create a password that will allow you to access your CappellettoShop account.
- Enter the address where you would like to receive your package.
Due to the amount of visitors during the Sale periods, our site may experience some slowdowns. Don't worry, everything will work properly, it will just take a little longer in some cases. However, we recommend that you don't wait until the last minute to make your purchases because your size may run out of stock!
9. I want to make a return: how can I do it?
See the RETURNS AND REFUNDS page
10. I am interested in purchasing a continuing item but my size is no longer available or that bag/backpack is no longer available.
CappellettoShop guarantees the availability of many items that it considers timeless, i.e. CONTINUOUS. Send an email to info@cappellettoshop.it with your request. We will take care of verifying the restocking times of the item, where the company that produces it gives us its availability. Consider that sometimes restocking is conditioned by seasonality. Therefore, a winter item will be more easily restocked in winter and vice versa for the summer.
11. When will my order be shipped and what is the expected delivery time?
If you paid for your order with Paypal or Credit Card, your order will be shipped immediately. If the order arrives before 1 pm, it will be shipped the same day. If it arrives after 1 pm, it will most likely be shipped the following day. Our trusted couriers usually deliver within 24/48 hours (working days). During periods of intense online shopping traffic, such as around the Christmas period or Black Friday, delivery of orders may take longer. We kindly ask you to send us an email to info@cappellettoshop.it if your order has not arrived within three days.
If you have chosen Bank Transfer as your payment method, your order will be processed only when we see the credit on our bank account. Use the "immediate bank transfer" method if you want your order to be shipped as soon as possible.