Frequent questions

YOUR FREQUENTLY ASKED QUESTIONS

1. Why is my Discount Code not working?

The discount code received upon signing up for our newsletter can only be used once on items purchased at checkout by entering the alphanumeric code in the designated space. This discount CANNOT be applied to items already on sale or part of the CONTINUOUS collection. The discount code applies ONLY to purchases on the online shop and not for purchases in the physical Cappelletto stores in Treviso and Mogliano Veneto. If you place a first order with items on sale or continuous items, you can use the discount code on your next purchase!

If you have not received the email with your discount code, check your SPAM folder.

2. Why haven't I received 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 via our chat (where we will reply during store hours) or email (info@cappellettoshop.it)

3. If I bought footwear and got the wrong size, can I exchange it?

If the size is available in stock for an exchange, Cappellettoshop allows you to make an exchange only once, free of charge. For exchanges in remote areas and islands (Venice, Sicily, Sardinia), the exchange will have a cost of €10.

Complete the return procedure.

Or send an email (info@cappellettoshop.it) to notify us of the exchange and include photos of the product, complete with the security seal.

Repack your package as received (do not remove the seal from the product), highlight your name on the package, and make sure you are at home for the exchange. If GLS does not find anyone at the time of the exchange delivery, and you do not have the return ready, the courier will not complete the delivery!

Attention, once a size exchange has been made, if the product still does not fit, the return is at the customer's expense and a voucher for the value of the returned product will be issued.

For size exchanges for an order placed from abroad:

If you see that the size you need for the exchange is still available, we recommend that you notify us immediately via email at info@cappellettoshop. Send the pair of shoes that are too big/small to our store using the courier of your choice (we advise against using the postal service). Once we receive your order, we will send you a link for the payment of the exchange shipping (25€, this value may change in the case of shipments with multiple items or products whose shipment requires insurance) and we will proceed to ship the correct size. The return is always at the buyer's expense.

4. What if I want to exchange an item for one of lower value than what I purchased?

An exchange is always possible, even if the customer chooses to exchange it for an item of lower value. However, please note: if the value of the first purchase was higher than that of the exchange, 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 one of higher value than what I purchased?

Here too, an 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 to pay the price difference and will organize the exchange with GLS for you, free of charge (in Italy; not free for the islands of Sicily, Sardinia, and Venice).

6. Can I exchange the size at the stores in Treviso and Mogliano?

Size exchanges 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. We kindly ask our online customers not to go to the store for exchanges on Saturdays and Sundays.

7. Must I necessarily sign up for the newsletter?

To proceed with a purchase, it is not necessary to be registered, but it is an option that will ensure you receive newsletters and updates. If you already have a CappellettoShop account, simply enter the email address and password chosen at the time of registration.

8. Website slowdowns

Given the volume of visitors during Sale/holiday periods, our site may experience slowdowns. Do not be alarmed, everything will work correctly; in some cases, it will just take a little more time. However, we recommend that you do not wait until the last moment to make your purchases because the availability of your size might run out!

9. I want to make a return: how can I do it?

Consult the RETURNS AND REFUNDS page

10. I am interested in purchasing a continuous 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, that is, CONTINUOUS. Send an email to info@cappellettoshop.it with your request. It will be our concern to check the restocking times for the item, provided the manufacturing company has availability. Keep in mind that sometimes restocking is conditioned by seasonality. Therefore, a winter item will be easier to restock in winter and vice versa for summer items.

11. When will my order be shipped and what are the expected delivery times?

If you have paid for your order by Instant Bank Transfer, Paypal, Klarna, or Credit Card, your order is shipped immediately. If the order arrives before 1:00 PM, it will leave the same day. If it arrives after 1:00 PM, it will most likely leave the following day. Normally, our trusted couriers deliver in 24/48 hours (business days). During periods of intense online shopping traffic, such as near Christmas or Black Friday, order delivery may take longer. We kindly ask you to send us an email at 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 in our bank account. Use the "instant transfer" method if you want your order to be shipped as soon as possible.