K A P S U L E

FAQ

 

Shopping

 

Sold out? What if the item I’m interested in is no longer available in my size?

New items can be sold out rather quickly, but we may get more soon! Please contact our customer care department support@kapsule.co.za and we will do our best to notify you if the item becomes available again. Please include the best email address for reaching you when the item becomes available.

What is a PRE ORDER?

A pre-order is when an item is currently out of stock but we have made a special order from the manufacturer already and we can expect it to come into stock within a certain timeframe.

When can I expect a PRE ORDER to be delivered.

As far as possible we try put the estimated date of delivery  under the description in each PRE ORDER product. Usually, pre-orders will arrive within 2 - 4 weeks of you ordering your item(s). Should there be any delays, we will notify you via the email listed on your account.

NB! Most Shoes are still only available on PRE ORDER while we still introducing the category.

What happens if I have a PRE ORDER ITEM(S) and non PRE ORDER ITEM(S) on my order?

We will ship all your items together when your pre-order items arrive. If you need to receive your non-pre-order items earlier, please contact support@kapsul.co.za we will organise shipping ASAP.

What should do if the size on the tag is different from what I ordered?

The size show on the website will be converted into international size before products are put on sale, which is standard and regular. Therefore, if you find that the size you get is not the same as shown on the website, don’t panic and worry. That size we sent you is right. Put them on first and see how it turns out. If they don't fit you well, you could return them definitely. (Please check our return policy)

Any store locations?

We just do the business on line.

Where do you get our clothes?

All the apparels come from the top brands in NYC.UK,TOKYO and Shanghai. So the quality, the fabric and the design have guarantee so that we can build our own reputation and offer our customers our best service.

How do I use a discount code?

If you have a discount coupon, when you go to “check out” page, you may find an option where you need to input the number, that’s how you use it.

Why was my order cancelled?

Bank Deposit Payments have to be made within 24 hours, this is the main reason for cancelling orders.

Need to change something on my order, how can I do that?

If you need to change or cancel your order, please contact us immediately. We process and ship orders quickly (we’re fast!). Once the parcel was processed and sent to the post office, we will be unable to make any changes.

Can I get more information on a product?

We try to publish as much useful info as we can about all our products, to help you buy the things that will suit you best. The product page for every item includes sizing, a detailed description and most importantly, plenty of images. If there is anything further information you feel we need to put on there to help you, just let us know what information you'd like to see and we'll do our best to include it.

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Payment

How do I pay for my order?

We like to give you plenty of payment options; we accept Visa, MasterCard, Discover, American Express credit card and PayPal payments. We do not accept personal checks. We also allow bank deposits. We also take security very seriously indeed, so your details will be safe with us. All credit and debit card holders are subject to validation and authorization by both us and the card issuer, to maintain security and prevent fraud..

What currencies can I use?

South African Rand ( ZAR)

Is it safe to use my credit card on the website?

Please don’t worry; it is safe to order on our website. We use industry-standard encryption technologies when transferring and receiving customer data exchanged with our site server. None of your credit-card details will be revealed. During checkout, when you enter your credit card & personal information at our online store, you are passing the information securely to us, using secure socket layer technology (SSL).Welcome to choose your favourite items on our website.

Why might my credit card be refused?

Your credit card may be refused for any of the following reasons:

•       - The card may have expired. Check that your card is still valid.

•       - You may have reached your credit limit. Contact your bank to check that you have not exceeded the authorized purchase limit.

•       - You may have entered some information incorrectly. Check that you have filled in all the required fields correctly.

•       - Make sure you’re using the latest version of your web browser. Maybe because your browser is installed some kinds of plug-ins. Please clear the cookies restart the browser and then try again.

 

Shipping:

When will my order ship?

Most orders ship within 2 business days of purchase. Orders are not shipped on the weekends or holidays.

Where Is My Order Confirmation?

As soon as your order ships, you will receive an email confirmation to the email address you entered on your order. If for some reason, you did not receive an email, please check your spam folder and add our mail address to your safe sender list. If there is any problem, please feel easy to contact our Customer Service Department.

How will I trace my parcel?

The tracking of your parcel is online traceable. After your order is shipped out, a confirmation email with online tracking number and link will be sent to you. The tracking will be valid for your check within 48 hours after you receive the email.

We sincerely suggest you add us to your email list so that you can get confirmation about your order from us. And remember to check your SPAM/JUNK folder if you do not receive a reply in 2 days.

Cancellation

Your order begins processing immediately after you click "Place Your Order" on the "Confirm and Submit" page. The processing time is about 30mins -2 days, during this time we can cancel your order but after we send the package away, we cannot cancel it for you.

Overnight Shipping takes priority and should be cancelled within 30mins to avoid it being shipped.

So if you really want to cancel the order but too late, you can return any unwanted items in accordance with our return policy

Email: support@kapsule.co.za to cancel.

Payment Direct Bank Deposits: Customer will have to provide us with a South African Bank Account Number and the refund will be processed within 7 business days.

Credit Cards Via PayFast take up to 30 days to appear.