Customer help
Shipping
Where do you deliver to?
We offer international shipping to the following countries and regions: European Union member states, Switzerland, Norway, Iceland, the United States, Canada, Australia, New Zealand, Japan, South Korea, India, United Arab Emirates, Saudi Arabia, Turkey, Taiwan, Malaysia, Singapore, Hong Kong SAR, and China.
For shipping other destinations, please contact us to request a quote.
What are the shipping charges?
Mainland UK deliveries:
Standard courier service: We offer complimentary shipping across the UK (Mainland and non-Mainland* UK)
Express next-day courier service: Our next day delivery service is only available on orders placed Monday to Thursday before 12 noon. Orders placed on Friday before 12 noon for next day delivery will be delivered on the next working day. Please note that next day delivery is not available on public holidays.
Non-Mainland UK*, EU and Rest of World deliveries:
Deliveries charges and times vary for orders shipped outside of mainland UK. Please see the shipping charges table below for further information on your shipping destination. Deliveries to the non-mainland UK destinations include Isle of Man, Isle of Wight, Northern Ireland and Scottish Highlands.
Destination |
Service |
Delivery time |
Cost |
|---|---|---|---|
United States & Canada |
Courier service |
2-3 days |
$15 |
Our next day delivery service is only available on orders placed Monday to Thursday before 12 noon. Orders placed on Friday before 12 noon for next day delivery will be delivered on the next working day. Please note that next day delivery is not available on public holidays. Goods are usually dispatched within 24-48 hours following payment verification of the order.
When will my order be dispatched?
We aim to dispatch your order within 24-48 hours of receiving payment verification (stock permitting).
Do I have to pay taxes and or import duties?
If your residence / delivery address is within the UK or European Union you will not be charged any customs duty, as you would normally pay VAT on the goods you purchase.
For orders placed outside the UK and EU, please note that you are responsible for any import duties and clearance fees (where applicable) in your own country. Please check the duties and clearance fees with your local authorities.
Returns and exchanges
What is your returns & exchange policy?
We hope that you are delighted with your purchase. If you wish to return your purchase you can do so within 28 days of receipt, for a full refund or exchange. Goods must be in unused and original condition with original packaging intact. The postage for returning any item/s is your responsibility. We recommend that you send the parcel using a delivery service that insures you for the value of the goods as we cannot accept responsibility for parcels lost in transit. Please retain your proof of shipping receipt. For Returns made outside of the UK Distance Selling Regulations we will refund to you the monetary value of the goods returned at the purchase price excluding shipping.
I want to return/exchange my purchase. What do I do?
If you wish to return any items for a refund or exchange please follow the returns process below:
- Please contact us for your Return Authorisation Number (RAN).
- Enter the Return Authorisation Number on your Returns and Exchange form.
- Complete the Returns and Exchange form
Please ensure the product/s is returned in a secure and protective outer carton. Refunds will be processed typically within 14 working days from receipt by our Returns Department. Once a refund has been processes you will receive a confirmation email.
My goods are faulty/damaged. What do I do?
We demand high standards for our production to ensure we offer high quality products to you. We are very sorry if you have received a damaged or faulty product. If your product/s are damaged or faulty upon receipt please return the item(s) by following our returns process and we will dispatch a replacement.
I have received the wrong product, what do I do?
If we have shipped the incorrect product to you, please contact us as soon as possible and we will arrange for the correct product to be sent. Any incorrect items sent to you, should be returned to us in their original and unused condition, with original packaging intact. Please ensure the product/s is returned in a secure and protective outer carton.
How do I cancel my order?
Under the UK Distance Selling Regulations, you have 7 working days (from receipt of the goods) to cancel your contract for your order with us. Should you wish to cancel your order with us, you must contact us in writing within the 7 day period. If you have already received your goods and wish to cancel, you will need to return the unwanted goods to us before a refund can be issued. Goods must be returned in unused and original condition with original packaging. The postage for returning any item/s is your responsibility. We recommend that you send the parcel using a delivery service that insures you for the value of the goods as we cannot accept responsibility for parcels lost in transit. Please retain your proof of shipping receipt.
Order tracking
Can I track my order?
Once your order has been dispatched you will receive an email notification, with a tracking number. You can use this tracking number to check the delivery progress of your order.
Do I have to sign for my parcel?
All our parcels are dispatched with reliable couriers, with a signed for service to ensure your good reach you. If you are not present to receive your order a calling card will be left for you, with an option for you to arrange a redelivery, or a re-attempt will be made the following working day.
My order has not arrived within the specified delivery time, what can I do?
If you have not received your purchase by the specified date, please contact us and we will help to resolve the matter promptly. You may also use the parcel tracking number emailed to you to check the delivery progress.
The product I want is out of stock. What can I do?
We are sorry that the product you want is out of stock. Why not try contacting us - we'll be able to tell you when the product is expected to be back in stock.
Other important questions
Is it safe to make a purchase on your website?
Security is paramount to us. We take the security of your payment and personal details very seriously.
Our transactional web site currently uses high-level Secure Socket Layer (SSL) encryption technology, one of the most advanced security software currently available for online transactions.
You can tell whether a webpage is secure as 'https' will replace the 'http' at the front of our website address (eg. https://www.capuletlondon.com) in your browser address window. A small locked padlock will also appear in your browser window.
What payment methods do you accept online?
We accept all major credit and debit cards, with the exception of Solo cards.
How do I know if my technology device will fit in one of your bags and cases?
For our laptop cases and bags, we provide you with the dimensions of our products on the product page, enabling you to check this against your own device dimensions. Where relevant we will we specify the device the case or bag has been designed for. Please feel free to contact us if you require any further information on this.
Do you offer gift wrapping?
We currently do not offer a gift wrapping service. Our products are presented in an elegant alcantara gift bag, just like a gift wrap. It is made in Italy from a luxuriously soft and velvety fabric, tied with a satin ribbon. This also provides protection for the product.
How can I provide feedback?
We’d love to hear from you. If you have any questions or would like to tell us what you think about our collection, our website or our service, please contact us.