Frequently Asked Questions

Last updated: September 2, 2026

Welcome to the Capilom FAQ. Here you can find answers to common questions about ordering, payment, shipping, delivery, returns, refunds, and contacting our customer service team.

If you cannot find the answer you are looking for, please contact us directly.

Email: support@capilom.com
Phone: +44 739 921 1591

Customer service opening hours (GMT):

Monday to Friday: 09:00–17:00
Saturday and Sunday: Closed

Ordering

How do I place an order?

Browse the Capilom website and select the product you would like to purchase.

Choose the available size, colour, or other applicable option, select the desired quantity, and add the item to your shopping cart.

When you are ready, proceed to checkout and enter your delivery and contact information. Review your order details before completing payment.

Once your payment has been successfully processed, you may receive an order confirmation.

Can I change my order after placing it?

If you need to change your order, contact us as soon as possible.

We will make reasonable efforts to accommodate changes before the order enters the fulfillment or shipping process.

Once an order has been processed or shipped, changes may no longer be possible.

Email: support@capilom.com
Phone: +44 739 921 1591

Can I cancel my order?

If you want to cancel an order, contact us as soon as possible after placing it.

If the order has not yet entered fulfillment or shipping, we will try to process the cancellation.

If the order has already been dispatched, you may need to receive it and follow the applicable return procedure.

Any cancellation rights provided by applicable UK consumer law remain unaffected.

Products

What type of products does Capilom sell?

Capilom is an online women's clothing store.

Our selection includes different styles of women's clothing intended for a variety of everyday preferences, occasions, and wardrobes.

Product availability, sizes, colours, and other details are shown on the relevant product page.

How can I choose the right size?

Please review the size information provided on the relevant product page before placing your order.

Sizing can vary between different clothing styles, so we recommend checking the measurements and information provided for the specific product rather than relying only on your usual size.

If you have a question about the sizing of a particular item, contact our customer service team before ordering.

Do product colours look exactly the same as they do on my screen?

We make reasonable efforts to display product colours accurately.

However, the appearance of a colour can vary depending on your device, screen settings, brightness, browser, and other display conditions.

For this reason, there may be minor visual differences between an image shown on the website and the physical product.

Are all products available?

Product availability can change.

An item displayed on the website may become unavailable due to changes in inventory.

If an item becomes unavailable after an order has been placed and we are unable to fulfill it, we will contact you where appropriate and provide information about the available options.

Payment

What payment method does Capilom accept?

Capilom currently accepts PayPal where the payment option is available at checkout.

The payment options and PayPal services available to you may depend on your PayPal account, location, eligibility, and PayPal's own requirements.

Is payment secure?

Payments are processed through the applicable payment provider.

When you choose PayPal, payment processing takes place through PayPal's payment systems.

Do not send your PayPal password, security codes, or complete payment credentials to Capilom by email or telephone.

Why was my payment declined?

A payment may be declined for several reasons, including:

• PayPal account restrictions

• Payment authorization issues

• Insufficient funds

• Security or verification checks

• Incorrect payment information

• Technical problems

• Restrictions imposed by the payment provider

If your payment is declined, check your PayPal account or contact PayPal for assistance.

You can also contact Capilom if you believe there is an issue with your order.

Will I receive an order confirmation?

After a successful purchase, you may receive an order confirmation containing information about your order.

If you do not receive a confirmation, check your email's spam or junk folder first.

If you still cannot find the confirmation, contact us with the email address you used during checkout.

Shipping

Does Capilom offer Free Shipping?

Yes. Capilom currently offers Free Shipping for eligible standard UK orders.

Any applicable shipping information will be displayed during checkout before you complete your purchase.

How long does order handling take?

Our usual handling period is 1–3 business days.

During this time, we prepare the order, verify the relevant information, package the products, and arrange shipment.

Orders placed during weekends or public holidays may begin processing on the next available business day.

How long does delivery take?

After the order has been processed and shipped, estimated delivery is generally 4–9 business days.

Depending on the destination city and delivery circumstances, the overall timeframe may be approximately 5–12 business days.

These are estimated timeframes rather than guaranteed delivery dates.

Why might delivery take longer than expected?

Delivery times can be affected by circumstances such as:

• Carrier schedules

• Public holidays

• Weather

• Transportation disruptions

• High shipping volumes

• Local delivery conditions

• Incorrect or incomplete delivery information

• Other circumstances affecting the delivery network

Different UK cities may also experience different delivery times.

Do weekends count toward the handling time?

Our stated 1–3 business day handling period is based on business days.

Our customer service opening hours are Monday to Friday, 09:00–17:00 GMT.

Saturday and Sunday are closed.

Public holidays may also affect processing.

Will I receive tracking information?

Where tracking is available for your shipment, tracking information may be provided after the order has been processed and handed to the applicable delivery provider.

Tracking information may not show movement immediately after shipment.

Carrier systems can take some time to register or update tracking information.

What should I do if my tracking has not updated?

If tracking has recently been provided, allow some time for the carrier's system to update.

If there has been an extended lack of movement or your order is outside the estimated delivery timeframe, contact Capilom customer service.

Please provide your order number so that we can review the available information.

What if my package says delivered but I cannot find it?

First, check around your property and any designated delivery location.

You may also wish to check with household members or neighbours and review any delivery information provided by the carrier.

If you still cannot locate the package, contact us with your order number and available tracking information.

We will review the situation and assist where possible.

Returns

Can I return an item?

Eligible purchases can generally be returned within 30 days of receiving the order.

Please contact Capilom within the 30-day return period to begin the process.

How much does a return cost?

Capilom provides eligible returns at no cost to the customer.

Please contact us before sending an item back so that we can provide the appropriate return instructions.

Do not send a return to an address that has not been confirmed for your particular return.

What condition must returned clothing be in?

Returned clothing should generally be:

• Unworn

• Unwashed

• In its original condition

• Free from damage caused after delivery

• Accompanied by original tags or labels where reasonably possible

• Returned with original packaging where reasonably possible

Clothing may be tried on as reasonably necessary to assess its suitability, but should not be worn beyond reasonable inspection.

Where do I send my return?

Our warehouse and returns address is:

Capilom
18 Lily Cl
London W14 9YA
United Kingdom

Please contact us before sending a return so that we can confirm the correct return procedure for your order.

How do I request a return?

Contact our customer service team:

Email: support@capilom.com
Phone: +44 739 921 1591

Please provide your order number and tell us which item you would like to return.

If the item is damaged, defective, or incorrect, photographs may also be requested to help us assess the issue.

Refunds

How long does a refund take?

Once an eligible return has been approved and processed, Capilom aims to process the refund within 10 days.

After we issue the refund, the time required for the funds to appear in your account may depend on PayPal or your financial institution.

How will I receive my refund?

Where possible, refunds are issued through the original payment method used for the purchase.

For orders paid through PayPal, the refund will generally be processed through the applicable PayPal transaction.

Can I receive a partial refund?

If only part of an order is eligible for a refund, we may issue a refund for the eligible portion of the order.

The calculation may take into account discounts, promotions, and the amount actually paid.

What if I received a damaged item?

Contact us as soon as reasonably possible after receiving the item.

Email: support@capilom.com

Please provide your order number and clear photographs showing the damage where appropriate.

We will review the issue and provide an appropriate resolution in accordance with our policies and applicable consumer rights.

What if I received the wrong item?

Contact Capilom customer service and provide your order number.

Please explain which item you ordered and which item you received.

Photographs of the item and packaging may help us investigate the issue.

We will review the order and provide instructions for resolving the problem.

Customer Service

How can I contact Capilom?

You can contact us by email or telephone.

Email: support@capilom.com
Phone: +44 739 921 1591

When is customer service available?

Our customer service opening hours are:

Monday to Friday: 09:00–17:00 GMT
Saturday and Sunday: Closed

Messages received outside our opening hours will generally be handled during the next available customer service period.

What information should I include when contacting customer service?

For questions about an existing order, please include your order number whenever possible.

Depending on your request, it may also be helpful to provide:

• Your name

• Email address used for the order

• Product name

• Description of the issue

• Relevant photographs

• Tracking information, if applicable

Providing these details can help us locate your order and respond more efficiently.

Privacy

How does Capilom use my personal information?

We use personal information as necessary to operate our store and provide services, including processing orders, arranging delivery, providing customer support, processing returns and refunds, maintaining website security, and improving our website.

For more information, please review our Privacy Policy.

Does Capilom share my information?

Information may be shared with service providers where reasonably necessary to operate the store and provide services.

This may include payment providers, delivery providers, technology providers, hosting providers, customer support providers, analytics services, and fraud-prevention services.

Further information is provided in our Privacy Policy.

Other Questions

Where is Capilom based?

Capilom serves customers in the United Kingdom.

Our warehouse and returns address is:

Capilom
18 Lily Cl
London W14 9YA
United Kingdom

Where can I find your store policies?

Our store policies cover privacy, refunds, shipping, payments, and terms of service.

We recommend reviewing the relevant policy before placing an order if you have questions about a particular part of your purchase.

What if my question is not answered here?

If you cannot find the information you need, please contact Capilom directly.

Capilom
18 Lily Cl
London W14 9YA
United Kingdom

Email: support@capilom.com
Phone: +44 739 921 1591

Customer service opening hours (GMT):

Monday to Friday: 09:00–17:00
Saturday and Sunday: Closed