Frequent questions

YOUR FREQUENTLY ASKED QUESTIONS

1. Why isn't my Discount Code working?

The discount code received after subscribing to 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 online shop purchases and not to purchases in Cappelletto physical 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 haven't received the email with your discount code, check your SPAM folder.

2. Why haven't I received an order confirmation email?

If you don't receive it immediately, don't worry. It might have ended up in SPAM. Check your email account. Or contact us through our chat (where we will reply during business hours) or email (info@cappellettoshop.it)

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

If the size for an exchange is available in stock, Cappellettoshop allows you to do so only once, free of charge. Fill out 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 warranty seal.

NB: Please try on footwear by placing your foot on a clean rug. Footwear returned to the store with signs of wear and dirt will be sent back to the sender, and Società Cappelletto reserves the right to charge for transportation costs.

Repack your parcel as you received it (do not remove the product seal), clearly mark your name on the parcel, and make sure you are home for the exchange. If GLS does not find anyone upon delivery of the exchange, and you do not have the return ready, the courier will not make the delivery!

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

For size exchanges for orders placed from abroad:

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

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

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 visiting the stores in Treviso and Mogliano Veneto). CappellettoShop will issue a Gift Voucher to be used on our website 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 the one 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 for the price difference and will arrange the exchange with GLS for you, free of charge (in Italy).

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

Size exchanges in stores must be made within the deadline (i.e., within 14 days from the order receipt date) and only from Monday to Friday. Online customers are kindly asked not to go to the store for exchanges on Saturdays and Sundays.

7. Do I necessarily have to subscribe to the newsletter?

It is not necessary to subscribe to make a purchase, but it is an option that will guarantee 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. Don't worry, everything will work correctly, it will just take a little longer in some cases. However, we advise you not to 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, i.e., CONTINUOUS items. Send an email to info@cappellettoshop.it with your request. We will check the replenishment times for the item, if the company that produces it makes it available to us. Please note that replenishment is sometimes subject to seasonality. Therefore, a winter item will be more easily restocked in winter and vice versa for summer items.

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

If you paid for your order with Instant Bank Transfer, Paypal, Klarna, or Credit Card, your order will be shipped immediately. If the order arrives before 1 PM, it will leave on the same day. If it arrives after 1 PM, it will most likely leave the following day. Normally, our trusted couriers deliver in 24/48 hours (working days). During periods of heavy online shopping traffic, such as near the Christmas period 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 only be processed once we see the credit on our bank account. Use the "instant bank transfer" method if you want your order to be shipped as soon as possible.