We recognize the trust you place in us and our partners when we deliver to your door.
We are aware of all recommendations and guidelines from government authorities related to containment of the virus. These restrictions may affect shipments and some deliveries will take longer than usual.
Deliveries with standard mail are likely to take an extra week or two depending on location. Our couriers are taking lots of steps to follow the latest safety guidelines within couriers around the world following local guidelines for your region. If you’d like to find out more, please check with your local courier for more information.
Please, prefer stantard shipping (to reduce direct contact).
Thank you for your understanding,
The Captain team
Section 1 – SHIPPING :: Shipping information
Every parcel is shipped within 24h after your order is placed (except on saturdays, sundays and bank holidays)
You'll be notified by e-mail once the parcel is shipped. In peak seasons the preparation can take up to 48/72 h.
We ship all our orders for Portugal by standard (registed) mail with normal tracking.
All international parcels are shipped by normal mail with online tracking.
Expect a maximum of 10 working days in Europe and 15 to the rest of the world.
You can upgrade to Express Mail and deliveries within 5 to 7 working days in Europe, to 8 days to the U.S. and 8 to 9 days for the rest of the world.
The Captain Socks is not liable for items lost, stolen or damaged in the mail and upon delivery of merchandise to the carrier, and you will assume the risk of loss and title for the merchandise.
We are only able to deliver to the shipping address provided on your order. Changes are not permitted once your order has been shipped.
Section 2 - SHIPPING :: Shipping methods and costs
We offer Free Standard Shipping worldwide for all orders above 45€.
A tracking link directing you to the shipper’s portal will be sent via email once your order has shipped.
We work with CTT (Post services form Portugal), for standard shipping and express delivering.
Section 3 - SHIPPING :: 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.
Section 4 - SHIPPING :: PRE-ORDER
Sometimes, we launch new products with a PRE-ORDER option. All the orders made with one of products indicated with pre-order, will be dispatched in the date indicated in the discription of that product.
The first step to returns and exchanges must be to communicate with customer support service at firstname.lastname@example.org and explain the problem and/or reason of return or exchange.
If you ask for a Private Collection (not available online), we are not able to process your return, refund or exchange.
Section 1 – RETURNS :: Can I return a product?
Yes. You can, in case you don't want to keep the product, return it in a maximum period of 14 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.
How do I return a product?
Step 1: Contact customer support
The first step to returns and exchanges must be to communicate with customer support service at email@example.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 (when you buy above 45€). 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.
Section 2 – RETURNS :: 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 (firstname.lastname@example.org) 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.
Section 3 – RETURNS :: 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 email@example.com