<h3 id="isPasted">Where can I have my order delivered?</h3><p>We deliver worldwide except: Vatican City State, South Georgia and the South Sandwich Islands, Isle of Man, &#xC5;land Islands, Svalbard and Jan Mayen, Tristan da Cunha, Ascension Island.</p><p><br></p><h3 id="i-want-to-be-delivered-outside-the-european-union-who-pays-the-customs-fees">I want to be delivered outside the European Union, who pays the customs fees?</h3><p><br></p><p>We use the DAP incoterm for deliveries. This means that for deliveries to all countries of the European Union no customs fees apply.&#xA0;</p><p>However, for deliveries outside of the European Union, the customs fees as well as the delivery costs are entirely at the customer&apos;s expense.&#xA0;</p><p>We invite you to check the customs fees and import taxes applicable in your destination country before placing your order.</p><p><br></p><h3 id="when-will-i-receive-my-order">When will I receive my order?</h3><p>Once your order is placed, our teams prepare your order as quickly as possible and it will be delivered to you (in general) between 3 and 5 days after your purchase for a delivery in Metropolitan France.&#xA0;</p><p>For deliveries within the European Union, count between 5 and 7 days, and a little more than 10 days for the rest of the world. However, it is possible that for unforeseen reasons, the carrier may take longer to deliver your package.&#xA0;</p><p>Please note that these delays are indicative and are not contractual. In the case of pre-orders, please note that your order will be shipped within 3 days maximum after the release date of the products.</p><p><br></p><h3 id="what-to-do-in-case-of-a-delivery-problem">What to do in case of a delivery problem?&#xA0;</h3><p>The delivery times (communicated in the article on this subject) are indicative and do not constitute a contractual obligation on our part.&#xA0;</p><p>However, if your order has a delivery delay of more than 15 working days, we invite you to contact our support at <a data-fr-linked="true" href="mailto:support@capsule.business">support@capsule.business</a>. During this period, the refund of your order is not possible, the package being still in transit.&#xA0;</p><p><br></p><h3 id="how-can-i-access-my-order-tracking">How can I access my order tracking?</h3><p>As soon as your order is validated and prepared in our warehouse, you will receive a shipping confirmation email, in which you will find your tracking number and a tracking link.</p><p><br></p><h3 id="i-have-not-received-my-order-confirmation-or-tracking-number">I have not received my order confirmation or tracking number.</h3><p>If you have not received the information necessary to track your package, it may be that our emails have landed in your spam. Check it out, and if you still can&apos;t find it, contact us at the following address: <a data-fr-linked="true" href="mailto:support@capsule.business">support@capsule.business</a>.</p><p><br></p><h3 id="what-if-my-package-is-returned-to-the-sender">What if my package is returned to the sender?</h3><p>Your package may be returned to the sender by the carrier in the following cases:&#xA0;</p><p>- The delivery address is incomplete or erroneous</p><p>- The delivery address is incomplete or erroneous</p><p>- The delivery was refused by the recipient</p><p>In these cases, the refund of your order will be made once the package is returned to the sender.&#xA0;</p><p><br></p>

Shipping

<h3 id="isPasted">Make a return</h3><p>In order to proceed with a return, it is imperative to initiate the process within 15 days from the date of receipt of your order. The products must be fully intact and in their original packaging. It is important to note that we will refuse the parcels for which the identification of the customer (name, first name, address, order number) will not be possible.</p><p>If you wish to return your order, please contact our support team at the following e-mail address: <a data-fr-linked="true" href="mailto:support@capsule.business">support@capsule.business</a>. We are at your disposal for any further information.</p><p><br></p><h3 id="in-the-event-of-a-return-who-pays-for-the-cost-of-returning-the-package">In the event of a return, who pays for the cost of returning the package?</h3><p>In case of return to be made on an order delivered in France and in the European Union, the expenses related to the forwarding of the parcel towards our warehouses are entirely offered to the customer.</p><p><br></p><h3 id="returning-from-outside-the-european-union">Returning from outside the European Union</h3><p>We are not able to accept returns on orders that have been shipped outside of the European Union. This policy is necessary because of the high customs and import tax costs associated with these types of shipments.</p><p>We understand that this may be disappointing to you, but we are obligated to enforce this policy to keep our business viable.</p><p><br></p><h3 id="i-received-a-defective-product">I received a defective product&#xA0;</h3><p>If you have received a defective product, we are sorry. We invite you to contact our customer service department at the following address: <a data-fr-linked="true" href="mailto:support@capsule.business">support@capsule.business</a>.</p><p>We will ask you for several photos of the product and the packaging of your order, as well as the labels of the package and the products. After analysis, we will find together the most adapted solution to compensate you. Please note that any request concerning the reception of a defective product must be made within 15 days after the reception of your package in order to be processed. After this period, we will not be able to process your request.</p><p><br></p><p><br></p>

Returns and exchanges

Information about changes and cancellations.

<h3 id="isPasted">Cancellation of the order</h3><p>If you wish to cancel your order, please contact our customer support as soon as possible at the following address: <a data-fr-linked="true" href="mailto:support@capsule.business">support@capsule.business</a>. If your order has not yet been shipped, it will be cancelled directly and you will be refunded.&#xA0;</p><p>Otherwise, you can return your order for free once it has been delivered, within a maximum of 15 days after receipt (if you have been delivered in a country of the European Union). Once received by our warehouse, you will be refunded.&#xA0;</p><p><br></p><h3 id="modify-the-content-of-my-order">Modify the content of my order</h3><p>If you wish to modify the content of your order, contact our customer service as soon as possible at the following address: <a data-fr-linked="true" href="mailto:support@capsule.business">support@capsule.business</a>. If your order has not yet been prepared or sent, please tell us the number of your order and the modification (size, product...) you wish to make. If the order has already been processed in the warehouse, it will be impossible for us to modify the content of your order.</p><p><br></p><h3 id="edit-my-customer-information">Edit my customer information&#xA0;</h3><p>If your customer profile information is not correct, you can contact our customer support at <a data-fr-linked="true" href="mailto:support@capsule.business">support@capsule.business</a>. If you wish to change the email address associated with your order, please enter the new information in your customer account.&#xA0;</p><p>If you wish to change the delivery address of your order, please note that this will only be possible if the order has not yet been processed in the warehouse and that we cannot be held responsible for sending your order to the wrong address in this case.</p><p><br></p><h3 id="delete-my-customer-account">Delete my customer account</h3><p>If you wish to have your customer account deleted, in accordance with our RGPD compliant practices, you may contact our customer service department at <a data-fr-linked="true" href="mailto:support@capsule.business">support@capsule.business</a>. We will handle your request.</p>

Changes and cancellations

<h3 id="isPasted">What payment methods are available to pay for my order?</h3><p>For the payment of your order, you can pay via CB, Visa, Mastercard (Bancontact is coming soon).</p><h3 id="are-the-payments-secure">Are the payments secure?</h3><p>We work with a company specialized in internet banking transactions (PayPlug) which encrypts all your bank details. The transactions are therefore completely secure.</p><h3 id="how-long-does-it-take-for-refunds-to-be-received">How long does it take for refunds to be received?</h3><p>Once you receive the email confirming the refund of your order, it will be visible on your bank account within 5 working days. However, if you have a neo bank (Revolut, N26,...), you can have it within the hour.&#xA0;</p><p>Please note that depending on your bank, a refund may be visible on your account within a maximum of 15 days. If after this period your refund has still not reached you, we invite you to contact our support at the following address: <a data-fr-linked="true" href="mailto:support@capsule.business">support@capsule.business</a>.</p><p><br></p><h3 id="despite-several-attempts-my-payment-does-not-go-through-what-can-i-do">Despite several attempts, my payment does not go through, what can I do?</h3><p>The new French regulation on bank payment security, called PSD 2, stipulates that bank cards must have certain mandatory security features, such as the 3D Secure challenge or double authentication, to allow payments.&#xA0;</p><p>This means that if your payment card does not have these features, you will not be able to use it to make payments. We recommend that you contact your card-issuing bank to check whether your card complies with the security requirements of the PSD 2 regulation.</p>

Payments and refunds

<h3 id="i-have-a-promo-code-how-can-i-use-it">I have a promo code, how can I use it?</h3><p>After validating your basket, you will find a box on the right, &quot;Gift card or promo code&quot;, in which you will need to enter your promo code. To validate it, simply click on &#x201C;apply&#xFFFD;&#xFFFD;&#xFFFD;. Do not forget to check that the code has been taken into account before validating your order.</p><h3 id="i-forgot-to-enter-my-promo-code-before-validating-my-order">I forgot to enter my promo code before validating my order</h3><p>Unfortunately we cannot apply the promo code once your order is validated, but you can use it for another order.</p><h3 id="are-there-any-promotions-on-the-site">Are there any promotions on the site?</h3><p>Yes, we regularly offer promotions on our site, we advise you to subscribe to our Newsletter to receive all these offers.</p>

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