Shipping policy

Last updated: September 2, 2026

At Capilom, we prepare and ship orders with the aim of providing a straightforward and reliable delivery experience for customers in the United Kingdom.

This Shipping Policy explains how orders are processed, how long preparation and delivery may take, how shipping costs work, and what to do if there is a problem with your delivery.

1. Shipping Destination

Capilom currently focuses on serving customers in the United Kingdom.

Orders are shipped to the delivery address entered by the customer during checkout.

Please make sure that your name, address, postcode, city, and contact information are entered correctly before completing your purchase.

Capilom cannot be responsible for delays or additional arrangements resulting from an incorrect or incomplete delivery address provided at checkout.

2. Shipping Cost

Capilom currently offers Free Shipping on eligible orders within our standard UK delivery service.

The applicable shipping option and any available delivery information will be displayed during checkout before you complete your purchase.

If shipping charges ever apply to a particular order, product, location, or delivery service, the applicable charge will be shown clearly before payment is completed.

3. Order Handling Time

After an order has been successfully placed, we generally require 1–3 business days to process and prepare it for shipment.

Our handling period allows us to:

  • Confirm the order

  • Verify the relevant order information

  • Prepare the purchased items

  • Complete necessary quality checks

  • Package the order

  • Arrange shipment

Business days are generally Monday through Friday, excluding applicable public holidays.

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

4. Estimated Delivery Time

After an order has been processed and shipped, the usual estimated delivery period is approximately 4–9 business days.

Depending on the destination city, delivery conditions, carrier schedules, and other circumstances, the overall delivery timeframe may sometimes range from approximately 5–12 business days.

These timeframes are estimates rather than a guaranteed delivery date.

The actual delivery time may vary depending on the destination and circumstances affecting the shipment.

5. Estimated Overall Timeframe

For planning purposes, customers should generally allow:

  • Order handling: 1–3 business days

  • Estimated delivery after shipment: 4–9 business days

  • Possible overall timeframe depending on the city and delivery circumstances: approximately 5–12 business days

The time required can vary depending on the delivery location and other factors outside Capilom's direct control.

We recommend allowing sufficient time for your order to arrive before contacting us about a delivery that is still within the applicable estimated timeframe.

6. Delivery by City

Delivery times can vary between different UK cities and locations.

Factors that may affect the delivery timeframe include:

  • Distance from the fulfillment or carrier facility

  • Local carrier schedules

  • Delivery route availability

  • Address accuracy

  • Local delivery conditions

  • Weekends and public holidays

  • High-volume periods

  • Weather or transportation disruptions

  • Circumstances affecting the delivery network

For this reason, an order delivered to one city may arrive at a different time from an order placed at the same time for another location.

The 5–12 business day range should therefore be used as a general planning timeframe rather than a guaranteed delivery commitment.

7. Order Confirmation

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

Please review the information carefully and contact us as soon as possible if you notice an error.

If you need assistance with an order, please provide your order number so that our customer service team can locate the relevant purchase.

8. Shipping Confirmation and Tracking

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

Tracking information may take some time to become active after shipment.

If your tracking information does not immediately show movement, this does not necessarily mean that your order has not been shipped.

Tracking updates depend on the carrier and may not appear continuously throughout the delivery process.

9. Delivery Address

Orders are shipped to the address supplied during checkout.

Customers are responsible for checking that their delivery details are accurate before submitting an order.

Please ensure that your address includes, where applicable:

  • Full name

  • House or building number

  • Street name

  • Apartment or unit number

  • City

  • Postcode

  • Any other information needed by the carrier to locate the property

If you discover that your address is incorrect after placing an order, contact Capilom as soon as possible.

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

We will try to assist, but once an order has entered the fulfillment or shipping process, changes to the delivery address may not always be possible.

10. Failed Delivery

A delivery may be delayed or unsuccessful for reasons such as:

  • Incorrect or incomplete address

  • Recipient unavailable

  • Inability to access the delivery location

  • Carrier delivery restrictions

  • Incorrect contact information

  • Delivery attempts being missed

  • Local carrier issues

If a carrier provides instructions for arranging another delivery attempt or collection, customers should follow those instructions where possible.

If you need assistance with a delivery issue, contact Capilom customer service.

11. Delayed Shipments

Although we work to process orders within the stated handling period, delivery times can occasionally be affected by circumstances outside our control.

Possible causes include:

  • Carrier delays

  • Severe weather

  • Transportation disruptions

  • Public holidays

  • Unexpected increases in shipping volume

  • Operational problems within the delivery network

  • Incorrect or incomplete delivery information

  • Other events affecting transportation or fulfillment

If your order appears to be significantly delayed, please contact us with your order number.

We will review the available shipping information and assist where possible.

12. Orders That Appear to Be Delivered

If tracking information indicates that an order has been delivered but you cannot locate it, please first check:

  • Your front door or designated delivery area

  • A safe place around the property

  • With household members

  • With neighbours

  • Any delivery instructions associated with the order

If you still cannot locate the package, contact Capilom customer service so we can review the available delivery information.

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

13. Damaged Packages

If your package appears to have been damaged during delivery, please contact us as soon as reasonably possible.

Where appropriate, provide photographs of the packaging and the affected item along with your order number.

This information can help us investigate the issue and determine the appropriate solution.

14. Incorrect or Missing Items

If your order arrives with an incorrect item or an item appears to be missing, contact us promptly.

Please provide:

  • Your order number

  • Your name

  • A description of the issue

  • Photographs of the package and contents where relevant

Our customer service team will review the order information and provide further instructions.

15. Split Shipments

Depending on the contents and fulfillment of an order, items from the same purchase may, where applicable, be shipped separately.

If your order is divided into multiple shipments, you may receive separate tracking information or deliveries.

Receiving one part of an order before another does not necessarily mean that the remaining item has been lost.

If the remaining part of your order does not arrive within the applicable estimated timeframe, please contact us.

16. Public Holidays and Weekends

Our standard order handling period is based on business days.

Customer service opening hours are:

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

Orders and customer service requests received outside normal business hours may be handled on the next available business day.

Public holidays may also affect order processing and delivery schedules.

17. Changes to Orders

If you need to change information associated with an order, contact us as soon as possible.

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

We will make reasonable efforts to assist with requests received before fulfillment or shipment.

However, we cannot guarantee that changes can be made after an order has already entered the fulfillment or delivery process.

18. Cancellation and Returns

If you wish to cancel an order before it has been shipped, contact us as soon as possible.

If cancellation is no longer possible because the order has entered the fulfillment or shipping process, you may need to receive the order and follow our applicable return procedure.

For information about returns and refunds, please refer to Capilom's Refund Policy.

Our Refund Policy provides a 30-day return period for eligible items and explains the applicable return procedure.

19. Delivery Problems and Customer Support

If you experience a problem with your delivery, please contact our customer service team.

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

When contacting us about an order, please include your order number whenever possible.

20. Shipping and Delivery Estimates

The delivery periods stated in this policy are estimated timeframes intended to help customers plan for their purchases.

Handling generally takes 1–3 business days, followed by an estimated delivery period of 4–9 business days.

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

Delivery dates can be affected by circumstances outside Capilom's direct control, so an estimated timeframe should not be interpreted as an absolute delivery guarantee.

21. Changes to This Shipping Policy

Capilom may update this Shipping Policy when our shipping arrangements, services, procedures, or applicable requirements change.

The latest version will be published on this page, together with the date on which it was last updated.

Customers are encouraged to review the policy before placing an order.

22. Contact Information

For shipping questions or assistance with an existing order, please contact:

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