Shipping information
CUSTOMER SERVICE
INSURED SHIPPING
what kind of shipping is provided
We offer free express shipping for all our orders and we ship worldwide.
All Capucinne items are fully insured and sent worldwide with express shipping and require a signature upon delivery.
How long does it take for my jewelry to arrive?
EU 1-3 business days, NON EU 2-10 business days *some countries might take longer, please contact us if you are located far out countries like New Zealand or Tasmania for the correct delivery date.
Please do not forget that production time is 6-8 weeks for all made-to-order pieces, which means that is the time we need to produce your piece before shipping it out to your address. The production time does not apply on the ready to ship items, you can see here: https://www.capucinne.com/collections/ready-to-ship
For gold filled or sterling silver items please see shipping details below:
Processing time is 5 - 10 days. These items are usually shipped with priority mail.
Packages under 120 usd will be shipped by International priority airmail, with no tracking and no insurance. You can however contact me BEFORE placing your order if you prefer to upgrade shipping. I'll ship by tracked mail only for orders more than 120 usd and provide you the tracking number and the link for tracking within the notification message. If you want tracking and your order is lower than 120 usd I charge 9 usd.
*The delivery time is provided for REFERENCE ONLY and it is based on our own experience sending goods all over the world. Packages can sometimes take longer to be delivered, especially during the busy holiday seasons for example. They also can be custom opened, which will add extra time for delivery. Again, please do not forget about our production time, which is 6-8 weeks for all made to order pieces.
Please do not forget that production time is 6-8 weeks for all made-to-order pieces, which means that is the time we need to produce your piece before shipping it out to your address. The production time does not apply on the ready to ship items, you can see here: https://www.capucinne.com/collections/ready-to-ship
For gold filled or sterling silver items please see shipping details below:
Processing time is 5 - 10 days. These items are usually shipped with priority mail.
Packages under 120 usd will be shipped by International priority airmail, with no tracking and no insurance. You can however contact me BEFORE placing your order if you prefer to upgrade shipping. I'll ship by tracked mail only for orders more than 120 usd and provide you the tracking number and the link for tracking within the notification message. If you want tracking and your order is lower than 120 usd I charge 9 usd.
*The delivery time is provided for REFERENCE ONLY and it is based on our own experience sending goods all over the world. Packages can sometimes take longer to be delivered, especially during the busy holiday seasons for example. They also can be custom opened, which will add extra time for delivery. Again, please do not forget about our production time, which is 6-8 weeks for all made to order pieces.
Will I have to pay for taxes/fees?
Due to ongoing increases in gold prices and international trade costs, we are no longer able to cover import duties and taxes.
Orders shipped to the United States and the European Union may be subject to applicable customs duties, tariffs, state tax (US), or VAT (EU), depending on local regulations. These charges are not included in our product prices and may be collected upon delivery.
Fully insured express shipping remains included in the listed price.
Orders shipped to the United States and the European Union may be subject to applicable customs duties, tariffs, state tax (US), or VAT (EU), depending on local regulations. These charges are not included in our product prices and may be collected upon delivery.
Fully insured express shipping remains included in the listed price.
ADDITIONAL INFORMATION
Before placing an order, please check your full address and leave a phone number as this is needed for delivery.
Also please note that signature is needed upon delivery. We will provide tracking numbers as soon as the package is ready to ship.
If the package is already shipped out and you need to change your address, you will be required to pay $20 to change the address.
This is because DHL considers this as a new shipment and we will be charged for those changes. All our packages are insured and will arrive safely.
PACKAGING
Can my order be wrapped?
Each item comes in a Capucinne jewelry box. If you would like us to include a gift note in the parcel, please include your message with your order.
Is my packaging insured?
All Capucinne items are fully insured and sent worldwide with express shipping and require a signature upon delivery.
RETURNS + EXCHANGES
Do you offer returns and exchanges?
For the return of non-personalized goods purchased under a distance or off-premises contract, Article 43.č of the Consumer Protection Act (ZVPot) stipulates that the consumer has the right to notify the company within 14 days of the receipt of the goods with a request to withdraw from the contract, without the need for them to state the reason for their decision. A message is deemed timely if the consignment is submitted within the time limit. The only costs to the consumer in respect of cancellation is the direct cost of returning the goods and a 10% cancelation fee, which covers the actual costs of returning the product (such as shipping fee for initial sending the product to the customer, re-sizing the product for the next customer, etc.). The latter must be returned to the company no later than thirty days after the notice of withdrawal. The return of goods within the cancellation deadline shall be considered a notice of withdrawal. The right of withdrawal is the right of the consumer, due to the very nature of the distance contract.
Can I return my custom jewelry?
All of our custom-made pieces are considered final sale and cannot be returned.
We guarantee that the piece will match the final design you approved through detailed photos, including the dimensions, type of stone(s), and metals.
I'm not satisfied with my order. What should I do?
If you are not satisfied or would like to exchange the item, please contact our customer service at [email protected] with your order number and the reason for the return/exchange. Include pictures if the reason for return/exchange is a faulty item. Our customer service will then advise you with the next steps.
MY ORDER
I need help placing an order
If you are having trouble placing an order and haven't found the solution to your problem on our FAQ page, please contact our customer service at [email protected].
How can I track my order?
After your order has been shipped with DHL Express, you will receive a confirmation email with your tracking number. You can track the package using the DHL tracking link provided, or enter your tracking number here to see where the package is at any time.