FAQ

PLACING AN ORDER

 


How do I place an order?

Once you wish to purchase a piece, select your ring size from the drop down menu and choose the material you would like the ring to be made in/with (if applicable) and then click ADD TO CART. Your item will be added to your Shopping Cart and a pop up will appear with the items in your cart and the subtotal amount at the bottom. You can view your Shopping Cart at any time by clicking on the shopping bag icon in the upper right corner of the site.

 

Once you are ready to place your order, simply visit SHOPPING BAG in the upper right corner and click the checkout button bellow to continue. The next steps will demand information such as email, shipping adress, payment and credit card details to finalize your order.

 

If at any time you are having difficulties finalizing your order please contact us at 

info@capucinneblue.com so we can help you.

 

 

Will I receive an order confirmation?

Once your order has been placed and payment accepted, a confirmation message will appear on screen showing your order reference number.

 

An order confirmation e-mail with details of your order (including your reference number) and payment acceptance will also be sent to the e-mail address provided. This e-mail is only an acknowledgement of receipt of your order. You will receive a second email when your order has been dispatched and this will include tracking information for your parcel.

 

This is a gift, can my order be gift wrapped?

Each item comes in a Capucinne Blue gift jewellery box, a perfect box to keep your jewellery while you're not wearing it. If you would like us to include a gift note in the parcel, please leave us a message with your order about the content of the note.

 

Can I leave a note for the recipient?

Yes, you can leave a note for the recipient at the notes box at checkout. We will make sure it will be added to the order. 

 

I need help placing an order.

If you are having trouble placing an order and haven't found the solution to your problem on this FAQ page, please contact our customer service at info@capucinneblue.com  However, please make sure to read our FAQ in order to speed up the process, as the solution to your troubles might just be between the FAQ lines.

 

I see it says all pieces are handmade and have a processing time of 3-4 weeks, what does that mean?

Processing time 3-4 weeks means that once you place your order, it takes 3-4 weeks for your item to be handmade and then shipped with DHL express.

 

Can I order multiple rings and only keep the one I like and return the others?

We want you to find the perfect ring for you, but unfortunately this is not the way. All our rings are made to order with our guidance and expertise but there is responsibility on your end as a customer to find the correct ring size and choose the ring that matches your aesthetic to make sure everything is perfect and you only order the rings you will keep, hence no returns in such cases are possible.

 

I am in a hurry, is there any way to speed up the production process?

Our production process is currently 3-4 weeks, but in case you are in a hurry, we can shorten the production process for 1-2 weeks for an extra fee of $20. Please contact our customer service prior your order to arrange the extra fee at info@capucinneblue.com .

 

 

CHANGE OR CANCEL AN ORDER

 

I just placed an order but I would like to change my shipping address.

No problem, please send your correct shipping address along with your order number to info@capucinneblue.com and we will change the shipping address.

 

 

I just placed an order but I would like to change the material (sterling silver/yellow vermeil/rose gold vermeil) used.

 

For change of material of the ring or fine jewelry, please send your request along with your order number at info@capucinneblue.com for it to be changed.

 

I would like to cancel my order.

You are free to cancel your order if it has not been processed yet. To cancel your order please contact us at info@capucinneblue.com with your order number. You will receive a confirmation email that your order has been canceled.

RING SIZE

 

I don't know my ring size. How can I measure my ring size?

We made it easier for you to determine your ring size with our ring sizing guide here. Follow the instructions to find your perfect fit.

 

I placed my order a while ago but I would like to change the ring size.

Please send your correct ring size as soon as possible to info@capucinneblue.com along with your order number so we can change it before it is being made.

 

I received the ring, but it's too small/big, I would like to resize it.

If you provided us with the incorrect size and want to resize it, there are additional costs for the resize and shipping both ways. Please contact us at info@capucinneblue.com and we will provide you with further instructions. We do not offer refunds if the size of the ring you have provided is not correct. Any changes to the items (ring resizing, soldering, exchanging stones, pendants, etc.) voids the warranty.

 

Can all rings be resized?

Most of our rings can be resized, but there are some that cannot. Depending on the setting and the prongs, resizing of some rings can seriously damage the stone, so we would advise to contact us in case you are thinking of resizing at your local jeweler or sending the ring for resizing back to us. Please contact us at info@capucinneblue.com .

 

DELIVERY & SHIPPING

 

What countries do you deliver to?

We ship worldwide. We offer free shipping with tracking.

 

What address details do I need to include in delivery?

In order to receive your package safely, you will have to include: Full name, Building and Street Address, City, State/Province, Postal/Zip code (if applicable) as well as your phone number. This is necessary for delivery. Please provide accurate address details to avoid any unnecessary delivery delays.

 

What are the shipping charges?

We offer free shipping worldwide for all order above $400.

For worldwide orders bellow $400 shipping charge is $15.

 

Will I need to sign for my parcel?

Yes, signature is needed upon delivery to ensure the package has been delivered to you.

 

When can I expect my order to be delivered?

Our current production time is 3-4 weeks. After the item is made it is then shipped with DHL express and can be delivered within 2-5 business days. For more details on Shipping and Delivery timeline, please see here.

 

How can I track my order?

After your order has been shipped with DHL Express you will receive a confirmation email with your tracking number. You are able to track the package using the DHL tracking link provided, or feel free to enter your tracking number on this link here, to see where the package is at any time.

 

What shipping courier do you use?

We work with DHL Express for all our deliveries.

 

Is your packaging discreet?

We realize our jewelry is ordered for special occassions in your life and have an element of surprise, that is why our parcels are always packed discreetly not giving off any ideas what the package contains.

 

Can I ship to an address that is different from my billing address?

When placing an order at the final stage at checkout you are able to leave both billing and shipping address. If you would like the shipping address to be different than billing, just specify it there.

 

How long after I order will my item be shipped?

Our current production time is 3-4 weeks. Your order will leave our studio after or within this processing time.

 

 

Will I be charged tax for my order?

Buyers are responsible for all customs fees, taxes, or receiving fees incurred. Buyers are responsible for knowing and abiding by any import restrictions to their country from Slovenia. As customs vary from country to country, we are unfortunately not able to advise on these charges, so we would recommend contacting local customs office for more information if you are unsure, before placing your order. Inside the European union there is no customs tax. For the U.S it depends from state to state, usually between 2 and 5%, but please research this field to avoid any inconveniences. We are located in Slovenia, Europe and ship worldwide.

 

How much import tax will I need to pay for my ring?

As customs vary from country to country, we are unfortunately not able to advise on these charges, so we would recommend contacting local customs office for more information if you are unsure, before placing your order.

Inside the European union there is no customs tax. For the U.S it depends from state to state, usually between 2 and 5%, but please research this field to avoid any inconveniences.

 

Are there any delivery exceptions?

Concerning delivery, we have to inform you that we do not deliver to PO Box Addresses, mail forwarding addresses and temporary residence addresses. This is because all our packages need signature upon delivery to ensure safe and undamaged delivery of your order.

 

We use DHL Express shipping services, so please note that DHL does not deliver on the weekends and national, public holidays however you may contact DHL in your country to arrange a special weekend or holiday delivery if available.

 

Do you offer expedited shipping?

If you are in hurry we offer expedited shipping on all our pieces. Please contact our customer service at info@capucinneblue.com for full details. Also, please note that all our rings are Made to order and have a production time of 3-4 weeks before they are shipped.

 

 

PAYMENTS AND FINANCIAL PLANS

 

 

What Payment methods are available?

 

We accept payments via credit cards or Paypal. You can also pay with crypto currencies like Bitcoin.

 

What credit cards payment do you offer?

We accept all major credit cards like Visa, Mastercard, American Express, Diners Club, Maestro and others. We also offer payment via Paypal or Coinbase for payments with crypto currency. We accept cancellations within the two hours after the order has been placed.

 

Can I pay with multiple credit cards?

If you would like to pay with more than just one card, please contact our customer service at  info@capucinneblue.com prior your order so they can arrange everything for you without any inconveniences.

  

Can I pay with Bitcoin?

At Capucinne Blue you can now buy jewelry with Cryptocurrencies. We accept Bitcoin, Bitcoin Cash, Ethereum, Litecoin, USDC. 

  

Do you offer gift cards?

We do! If you are looking for a gift and can't decide, give them the gift of choice!We offer E- gift cards in the following amounts: $50, $150, $200 and $300. If you would like a larger amount please contact us at info@capucinneblue.com so we can arrange this specially for you. The E- gift card will be shipped in a form of an email to the recipient.

 

Do you offer discounts?

 

We don't run any sales or special promotions unless you are subscribed to our newsletter and receive special deals. If you are interested in a bulk order or wholesale partnership please contact us at info@capucinneblue.com 

 

 

RETURNS & EXCHANGE

 

What is your return and exchange policy?

Returns

 

We want you to be 100% happy with your Capucinne Blue piece! If you feel that the piece you order is not what you expected it to be and would like to return it, you are free to do so. However there are some rules for returns. We accept returns on all items, only if they are sent back unworn and unused in their original packaging within 14 days of receiving the package.

 

If you received a faulty item, we sincerely apologize for that! In such situation, please contact our customer service team immediately at info@capucinneblue.com with your order number, order issue before returning the item back to us, so that our team can advise you on the next steps regarding the return of item.

 

Please note that shipping costs are not refundable.

 

Once we receive your returned item(s), the refund will be processed within 14 business days. All refunds will be credited to the original credit card. The amount refunded is the purchase price paid excluding shipping charges. Your credit card company may take 3-7 working days to credit your account.

 

For all returns please contact our customer service at info@capucinneblue.com for instructions on the return process.

 

Please note Capucinne Blue E- Gift Cards are non-refundable.

 

Exchanges

If you are not happy with your item, you can always exchange it. In such case, we kindly ask you to contact our Customer service at info@capucinneblue.com stating your order number, reason for exchange and our team will help you with your request. Please note, however, that you will have to send the item back to us within 14 days upon receiving the package to be eligible for our returns & exchanges policy.

 

How can I exchange or return my item?

If you are not satisfied or would like to exchange the item, please contact our customer service at info@capucinneblue.com with your order number, reason for return/exchange and include pictures if the reason for return/exchange is a faulty item. Our customer service will then advise with the next steps.

 

I received a damaged piece, how do I go about it?

If the piece you received is damaged, please contact our customer service at info@capucinneblue.com and include your order number, pictures of the damaged item so we can advise on the next step.

 

I received the wrong piece, how do I go about it?

If the piece you received is not the one you ordered, please contact our customer service at info@capucinneblue.com and include your order number, pictures of the wrong item so we can advise on the next step.

 

 

PRODUCT CARE

 

Jewelry care guide 

Jewelry pieces are delicate designs that need special care and appropriate storage. Be sure to remove and store your jewelry before doing work which involves contact with chemical substances or work that might cause damage to the surface or shape of your piece. For details on how to take care of your Capucinne piece, please see more about Jewelry Care Guide here.

 

Ring resizing

 

Don't know your ring size? We have made it easier for you to find your perfect fit – download our Ring sizing guide here to find your right size.

 

 

WARRANTY

 

What is your warranty policy?

 

The product warranty is 2 months and is valid from the delivery date of the order. The warranty is valid only when the invoice is submitted. Once we receive the returned item we will carefully inspect it, to see if the product is either faulty made or has been damaged in our factory process. If the product is defected due to our factory process, we offer an exchange of the product with shipping on our expenses or full refund. Please see more on Returns and Exchanges here. In order to maintain your jewellery in perfect shape and prolong its look, please follow our Jewelry Care Guide.

 

If you think you are eligible for claiming warranty, please contact us at: info@capucinneblue.com including your order number and our  Customer support team will help you with detailed instructions.

 

Can I get my piece repaired if I received it as a gift?

If you received a Capucinne Blue piece as a gift, we need to know at least the order number. Please contact the person that gifted you our piece and send us your request to info@capucinneblue.com

 

Can I get my piece repaired without proof of purchase?

If you don't have an invoice, an order confirmation will do just fine. Contact us with your order number at info@capucinneblue.com and our customer service will advise with the next steps.