FAQ

Q: RETURN A PRODUCT

Step 1: Contact customer support The first step to returns and exchanges must be to communicate with customer support service at ola@thecaptainsocks.com and explain the problem and/or reason of return. The subject of this email should be “Return – order number XXXXX” Step 2: Put the item in the same packaging Place the item in the same packaging. The article must follow with its price tags, without any trace of use, and its invoice or proof of purchase. Any product that has been damaged or that shows signs of use, does not give right to the refund. Step 3: Returning the package To return the package, send us the items through the post with everything mentioned above, unfortunately we cannot refund shipping costs, if you choose Express Delivering or got the free shipping costs. We will warn you once your package has arrived. Step 4: Refund After receipt and analysis of the product, we will refund you (if the refund is valid), within 15 working days from the date of the order.

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Frequently Asked Questions

shipping

PREPARATION

Every parcel is shipped within 48h after your order is placed (except on saturdays, sundays and bank holidays).

You'll be notified by e-mail once the parcel is shipped.

RATES

Estimated shipping costs and transit times can be found on our Shipping Information page.

DUTIES AND TAXES

International shipping is not inclusive of duties and taxes. Customers are responsible for any customs fees, duties, or taxes that may apply upon delivery.

We advise international customers to confirm/calculate applicable duties and taxes before purchasing.

RETURNS

CAN I RETURN A PRODUCT?

We always aim for make sure our customers love our products, but if you do need to return an order, we’re happy to help. Just email us directly and we’ll take you through the process.

You can, in case you don't want to keep the product, return it in a maximum of 15 days after you purchase it. However, you can only return a product if you meet the following requirements:

- The products have not been washed or used

- The products maintain their original features and the packaging is not damaged (packages that have been carefully opened are not considered as damaged);

- The product has not been tampered with and keep the original tags.

- The product was not purchased with a special discount

RETURN A PRODUCT

Step 1: Contact customer support

The first step to returns and exchanges must be to communicate with customer support service at ola@thecaptainsocks.com and explain the problem and/or reason of return. The subject of this email should be “Return – order number XXXXX”

Step 2: Put the item in the same packaging

Place the item in the same packaging. The article must follow with its price tags, without any trace of use, and its invoice or proof of purchase. Any product that has been damaged or that shows signs of use, does not give right to the refund.

Step 3: Returning the package

To return the package, send us the items through the post with everything mentioned above, unfortunately we cannot refund shipping costs, if you choose Express Delivering or got the free shipping costs. We will warn you once your package has arrived.

Step 4: Refund

After receipt and analysis of the product, we will refund you (if the refund is valid), within 15 working days from the date of the order.

FAULTY PRODUCT

We guarantee the satisfaction of our customers and don't want them to buy products that may have slipped through quality control. If you are returning an item that has a quality defect, please let us know by email (ola@thecaptainsocks.com) what the problem is. Once we have received your order we will look at it and get back to you within 10 working days. Once we get confirmation that there is a quality defect, we will replace your product. This will typically never take more than 10 working days, however depending on where you are and which bank provider you have it may take a little longer.

DID YOU RECEIVE MY RETURN?

Once your return is processed by our warehouse, you will receive an email with this notification. If you do not receive this email within 10 days after sending the return, please contact us at ola@thecaptainsocks.com

In a case of order returned to our warehouse due to wrong shipping address when you placed your order, we will refund you or issue a discount voucher in the amount of your order except the entire shipping costs.

RAL

CUSTOMERS THAT RESIDE IN UE

THIS INFORMATION ONLY APPLIES TO CUSTOMERS THAT RESIDE IN UE.

IF THIS IS NOT YOUR CASE, PLEASE IGNORE THIS PAGE AND CONTINUE BROWSING OUR STORE.

In the event of a dispute between The Captain Socks on sales made to consumers residing in the European Union, the out-of-court settlement of disputes, as provided for in "Lei No 144/2015", of 8 September applies (RAL).

To do this, the consumer may lodge a complaint at the consumer arbitration center, in person (at the national arbitration center) or through the online website:

https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home.chooseLanguage

It is also reported that The Captain Socks e-mail address for the purposes of the extrajudicial settlement of litigation is: ola@thecaptainsocks.com

We also state, in the case of online sales, the "Centro da Arbitragem de Conflitos de Consumo do Porto" is competent, to which The Captain Concept Unipessoal Limitada is an adherent company.

WE LOVE WHAT WE DO #THECAPTAIN