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Online Store Customer Service

If you have any questions concerning your online purchase then please call our Customer Services team on +49 (0) 9120 5999980 (standard rates, prices from mobile may vary) from 9 am to 5 pm Monday to Friday. You can also send us your queries or feedback via the Contact Form.

Ordering

You can conveniently shop around the clock at the capgo.eu Online Store.
Orders can also be accepted by e-mail, letter, phone or fax. In this case the only accepted payment method is bank transaction.
There is no minimum order value. The payment method purchase on account is right now not accepted.
Purchases made on the online store are for consumers, i.e., natural persons, who complete a legal transaction for a purpose that is neither for commercial purposes nor for independent professional activity.
We reserve the right to refuse orders for multiple quantities of an item ordered by any one customer or to any one postal address.

Once you have chosen one of our products, you can add it to your virtual shopping bag by clicking on "Add to Shopping Bag".
You can easily retrieve and modify the content of your shopping bag by clicking on the respective symbol in the top right-hand corner of the page.
To order the selected products, click on "Continue" and follow our step-by-step order process.
You will be asked whether you wish to place your order with or without a customer account.
We recommend that you order with a customer account, as you will be granted various extras and benefits.
On the next steps, you will be asked to provide your personal details, and to select the delivery method and payment method.
It is possible to verify a different delivery address and to have a parcel delivered to an address of your choice.
The invoice will be sent separate by E-Mail. The last step provides you with an overview of your order and allows you to check and amend any of the information that you have provided.
The order will not be placed unless you click on "Order and pay on acceptance".
Once you have successfully placed your order, you will receive an automatic order confirmation via e-mail. Please note that this e-mail only confirms receipt of your order.
Once your order has been accepted and dispatched, you will receive a confirmation e-mail containing the tracking number,
which allows you to track the status of your delivery online. Should you not receive your order within 7 working days after dispatch confirmation, please contact our Customer Service.

We are empowered but not obligated to accept your purchase order within seven days after receipt.
If you want to change your purchase order within this period, this will be reviewed on a case-by-case basis.
To this end, please call our Customer Service before receipt of the article.
Please note that we cannot make any changes after shipment confirmation has been sent.
You can exercise your Right of withdrawal after you receive the goods.

The product view displays all of the items that are available at the time of your visit.
In rare cases (for example during sales), several customers may simultaneously select one item, which will then be out-of-stock.
Items that have sold out can generally not be reordered.
Due to return deliveries, it is possible that a sold out item becomes available again.

Promotion codes and discounts can be redeemed as payment or partial payment in the shopping cart.
The conditions of the respective promotion apply, e.g., the validity period. Only one promotion code can be used per order.
Promotions cannot be accumulated.

Payment

We offer the following payment methods to ensure that shopping at the capgo.eu
Online Store is both secure and convenient:

  • MasterCard
  • American Express
  • VISA
  • PayPal
  • Bank transaction
  • Cash on Delivery (will be offered shortly)

We use certified encryption technology to protect your data from unauthorized access by third parties.
Your order and credit card details are transmitted to us in encrypted form, using SSL (Secure Socket Layer) and 3D Secure procedures.
All personal information is handled confidentially.

The following credit/debit cards are accepted in the capgo.eu online store:

  • American Express
  • MasterCard 

VISA Placing your order authorizes capgo.eu to charge your credit/debit card account with the purchase amount.
Payment is not taken until your order is dispatched. In order to avoid delays in processing your order, please ensure that your name,
card number, expiry date and security code are entered correctly as displayed on your card.
The security code is the last 3 digits printed over the top of the signature field on the back of your MasterCard or VISA card.

3D Secure for Visa and MasterCard
To ensure that your online credit card payment is as secure as possible, we use Verified by Visa and MasterCard® SecureCode™,
internationally recognised authentication technology collectively known as 3D Secure. 3D Secure protects your credit cards against unauthorised use to minimise the risk of online credit card fraud.
If your card issuer participates in this program, you will be asked to enter an additional password to confirm your identity as the rightful cardholder.
After entering your card details (step 2 – Payment) and submitting your order (step 3 – Review & Dispatch), you will be redirected to a page hosted by your card issuer where you can enter your password.
If you are not yet registered for 3D Secure, you can do so free of charge in just a few steps during the online order process or contact your card issuer directly to register. Alternatively, you can select a different payment type.
The password you select during the registration process is only known by you and your card issuer and is requested with every purchase.
If you have any questions about or problems with your order, please call our Customer Services team on +49 / (0) / 9120 - 5999980 (standard rates, prices from mobile may vary) from 9 am to 5 pm Monday to Friday.

In the capgo.eu Online Store, you can also pay using PayPal.

What is PayPal?
PayPal is an online payment service, with which you can make payments in online shops simply and free of charge.

  • Your bank or credit card details are only logged with PayPal. For this reason, they are not sent again via the Internet with each online purchase.
  • You can pay with just two clicks. Because you re-access the bank or credit card details logged with PayPal, instead of entering them each time you make a purchase.

How do I use PayPal?

  • Open a PayPal account.
  • Link your bank account or your credit card to your PayPal account.
  • And then, you can pay with PayPal straight away.

How does PayPal work?
You will be automatically directed to your PayPal page when you select the PayPal payment method at the checkout and click on “Continue”.
There, you make the payment and will then receive email confirmation from both PayPal and the Capgo.EU Online Store.

Delivery

We are offering the following delivery options:

  • Standard Delivery
  • Delivery by DHL

In order to have your purchases conveniently delivered to a business address or different recipient,
you have the option of providing a delivery address that is different to the payment address during the order process.
The invoice will be sent separately by E-mail.

Standard delivery within Germany is generally free of charge.
We deliver within Germany and Europe with our partner DHL. The delivery generally takes 1 to 2 working days to arrive once your order has been approved and dispatched.
You will be notified by e-mail as soon as your parcel is dispatched.
The E-mail will contain a tracking cumber with which you can track your parcel.

More information: http://www.dhl.de

Express Delivery currently is only possible on request.

With the dispatch notification you will receive a tracking code, within which you can track the status of your order.
Please use the link provided in the E-mail or go directly to:

Parcel Tracking DHL

Please note, that the tracking number only becomes active through the detection and actualisation of the shipping provider.
If the number therefor should not work right away, please try again at a later point of time.

Right of Withdrawal

You have the right to revoke the contract without giving reasons for a period of 30 (thirty) days (consequently, 7 [fourteen] days longer than the legally stipulated period).
Please consult our Instructions on withdrawal for more details.
Thank you for your understanding that we can only accept returns and complaints for articles, which were purchased in the Capgo.EU Online Store. Returns or complaints for goods purchased in the capgo Online Store are unfortunately not possible in retail shops.
If you wish to return articles purchased over-the-counter, please take it directly to the shop where you purchased it.

You have the right to revoke the contract without giving reasons for a period of 30 (thirty) days (consequently, 7 [fourteen] days longer than the legally stipulated period).
Please consult our Instructions on withdrawal for more details.
Thank you for your understanding that we can only accept returns and complaints for articles, which were purchased in the Capgo.EU Online Store. Returns or complaints for goods purchased in the capgo Online Store are unfortunately not possible in retail shops.
If you wish to return articles purchased over-the-counter, please take it directly to the shop where you purchased it.

Purchase agreements, which you have entered into on the Capgo.EU Online Store, may be cancelled using the form attached here as a PDF. As set out in §7 of the General Terms and Conditions.
We shall confirm the cancellation immediately upon receipt of the same by email.

Capgo.EU stands for high quality. However, if one of our products is faulty, you do have statutory liabilities and rights.
To find out more about our product warranty, please visit our Terms and Conditions.
We only accept complaints for products that have been purchased at the Capgo.EU Online Store.

Please return the faulty goods to:


capgo OHG

Falterstr. 4

91227 Leinburg

We can not offer you a general exchange right for the products. However, you can exercise your right of withdrawal (for further details please click here).

Following effective cancellation, we are refunding all payments that we have received from you.
This does not include the return delivery costs. Refunds shall be without undue delay and within a maximum of 14 (fourteen) days of receipt of your revocation of this contract.
We can refuse to make the refund until we have received the goods again or until you have proven that you sent back the goods, depending on which is earlier.
You are responsible for any loss of value of the goods if the loss of value is found, during a check of the properties, qualities and/or mode of operation of the goods, to be caused by you.
We will refund you via the same payment method as the original transaction, unless otherwise expressly agreed upon with you. You will not incur any extra charges as a result of this refund.

Credit Card
Refunds shall be made automatically to the bank or credit card account used in the purchase order.
The value date on your credit card account depends on your bank.

PayPal
Credits created by returns are paid back into the PayPal account used for the purchase.

My account

If you forget your password, simply click on the link "Forgotten password?" on the login page.
The next step will require you entering the e-mail address that you used for registration. A new password will then be sent to this address.

Data Protection and Security

The capgo.eu Online Store is eager to ensure the highest value in protecting your personal data and privacy. Therefore we use reliable encryption technologies.
Your order and credit card details are transmitted in encrypted form, using SSL (Secure Socket Layer) and 3D Secure procedures.
All personal information is handled confidentially.

SSL-Encryption
The entire checkout and MY ACCOUNT areas are secured through the SSL-protocol, protecting from unauthorized access.
The URL in the address line of your browser beginning with https:// indicates that you are in a secure area.

3D Secure Procedure
Credit card payments are protected by the internationally recognized security standard 3D Secure. The "Verified by Visa" and "MasterCard® SecureCode™"
procedures allow the cardholder to authenticate the transaction using a personalized password, known only to the cardholder.
As soon as you have placed your order, this password is requested by your bank using a secure form. It helps to protect your card from potential fraud by unauthorized third parties.
If you have not yet registered for this service, you can register in just a few steps online during the order process, or you can select a different payment method to complete your purchase

You can visit our website without having to directly supply any personal data. In order to optimize our service, data may be saved based on clicking behaviour.
Information like your IP address, which is required for Internet communication, may be recorded.
Any analysis of this data is always completely anonymous and has no reference to individuals.
However, if you place an order or subscribe to our newsletter, certain information, such as your name and address will be required for processing, and will be saved in accordance to our data protection policy.