Frequently Asked Questions (FAQ)
GENERAL QUESTIONS
What is the status of my order?
Once your order is placed, you will receive an immediate order confirmation email. When your order is packaged and dispatched from our UK warehouse, we will send you a shipping confirmation email containing your tracking number so you can track your delivery.
If you have any questions about your order status, please contact us at support@cappilio.store.
Can I change or cancel my order?
Yes, but cancellation or modification requests must be submitted before your order has been processed or dispatched. Once dispatched, we can no longer make changes, but you can follow our standard 30-day Return Policy upon receiving your item.
PAYMENT
What payment methods do you accept?
We accept all major secure payment methods:
- Credit/Debit Cards: Visa, MasterCard, American Express, Discover
- Digital Wallets: PayPal, Shop Pay, Apple Pay, Google Pay
Which currency will I be charged in?
All transactions on our website are processed in British Pounds Sterling (GBP / £). If your credit or debit card uses another currency, your card issuer will automatically apply their standard exchange rate.
Do you offer instalment payments?
Where available at checkout via payment providers such as PayPal Pay in 3 or Shop Pay, eligible UK customers may split their payments into instalments.
SHIPPING & DELIVERY
Where do you ship?
We currently ship exclusively to customers within the United Kingdom.
How long does it take to receive my order?
- Order Processing Time: 1 – 2 Business Days (Mon – Fri)
- Transit Time (UK): 6 – 8 Business Days (Mon – Fri)
- Total Estimated Delivery Time: 7 – 10 Business Days
All UK orders qualify for Free Shipping.
How can I track my package?
Once your order has been dispatched from our Leicester warehouse, you will receive a tracking link via email. Please allow up to 24–48 hours for tracking updates to populate on the system.
What if I'm not home when my order is delivered?
If you are unavailable at delivery, the postal provider/courier will leave a calling card with instructions to reschedule delivery or collect your parcel from a local pickup location.
RETURNS & REFUNDS
Do you accept returns?
Yes. We offer a 30-day Return Policy. You have 30 days from the date of package delivery to request an authorized return. Items must be unused, unwashed, and in their original packaging with all tags attached.
Where do I send my returns?
All authorized returns must be shipped directly to our UK warehouse: Shop & Smile Limited (Cappilio Returns) 256 Milligan Road, Leicester, LE2 8FG, United Kingdom
Are returns free?
- Change of Mind: The customer is responsible for paying return shipping costs.
- Damaged or Incorrect Items: Cappilio covers 100% of the costs and will provide a free replacement or full refund.
How long does it take to receive my refund?
Once your return is received and inspected at our Leicester facility, your refund will be processed back to your original payment method within 5 – 7 business days.
STILL HAVE QUESTIONS?
Our customer support team is available to assist you:
- Legal Business Name: SHOP & SMILE LIMITED
- Trade Name: Cappilio
- Customer Support Email: support@cappilio.store
- Customer Phone: +44 7441 423315
- Support Hours: Monday – Friday: 9:00 AM – 5:00 PM GMT
- Registered Business Address: Apartment 36 West Point, 58 West Street, Sheffield, England, S1 4EZ, United Kingdom
- Warehouse & Return Address: 256 Milligan Road, Leicester, LE2 8FG, United Kingdom
