FREQUENT PROBLEMS>
Read all the FAQs (Frequently Asked Questions) on Frequently Asked Issues that may occur on Capitanstock.
Follow the instructions to get assistance in a fast and targeted way. If you don't find the answer you are looking for, read the other FAQs or Contact Us.
If the Customer Service department has contacted you informing you that the / one of the products you have ordered is not available, according to practice based on your activity on the shop, they will opt for two different resolutions:
- If you are a registered and regular customer and the tax documentation has already been issued, you may be offered a partial refund procedure by means of a discount voucher for the value of the non-evadable goods.
The coupon is unconditional (eg 10 Euro coupon, close a 11 Euro cart, paying 1 Euro) and valid for one year and on any product, even if on sale or super price. - If you are a guest and not a regular customer, our Customer Service Department will favor the issuance of a credit note and an immediate refund on the payment method used.
* ATTENTION * - For our Policy and Conditions of Use, even the regular customer is entitled to an immediate refund (Receipt time 1-5 days), so if you have been offered the voucher but prefer a refund, communicate it in response to the Assistance Department!
What are the timelines for a Refund? >
If it's not the answer you were looking for, read the other FAQs (Frequently Asked Questions)
I have placed an order but have not found the confirmation page. My bank deducted my funds, but I'm not sure if the order went through.
Sometimes during the closing of an order, authorization problems can occur between bank and bank.
If you don't see the confirmation page, your order shouldn't have gone through.
You may still see the debit on your account, this is because the banks take a pre-authorization. If the transaction was not completed correctly, the bank usually restores the funds to your account within 24 hours.
If it was successful, you should receive the order confirmation email and view the order in your Account> Order History (If you buy from Registered).
If you have any doubts, Contact us from Order History> Details> Write Message, if you see the order.
If you don't see it (or you bought it as a guest) from the Contact Us page.
Our assistance will immediately tell you whether the order has been received correctly or not.
If that's not the answer you are looking for, read the other FAQs (Frequent Answered Questions)
As you will have read from the FAQ on Refund Times, once approved and communicated to the customer, they are sent almost immediately.
If you are waiting for a refund that you do not receive, know that the timing of receipt depends on your bank.
In particular:
- Paypal: Immediate
- Prepaid Cards: 1-3 days
- Postepay: 1-5 days
- Credit Cards: 1-5 days
If that's not the answer you are looking for, read the other FAQs (Frequent Answered Questions)