WHAT IS ORDER PROTECTION?

Order Protection is an optional extra you can add at checkout. It covers your purchase against loss, theft, or damage while your package is on its way to you. If any of these issues happen, you may file a request for a replacement or a refund, subject to review and approval.

How do I file a claim?

If you bought Order Protection and need to submit a claim, send an email to hello@capsulegods.com with:

• Your order number
• A clear description of what happened
• Photos showing any damage (if applicable)

Claims must be submitted within 30 days from the date your order was shipped.

What is covered?

Order Protection applies to eligible orders in these situations:

• The package is lost during shipping
• The package is damaged in transit
• The carrier marks the package as delivered, but you never received it

Note: Coverage only applies to the original outbound shipment. Returns sent back to us are not covered.

What is NOT covered?

Order Protection does not cover:

• Fake or intentionally misleading claims
• An incorrect delivery address provided at checkout
• Damage resulting from misuse, neglect, or unauthorised repairs
• Claims submitted after the 30-day deadline
• Delays caused by the carrier
• Items excluded under Capsule Gods' standard policies
• Shipping costs for returns

Capsule Gods reserves the right to deny any claim that does not meet our requirements.

How long does a claim take to process?

We strive to review all claims and supporting documents within 1–3 business days.

When is a package officially considered lost?

A parcel is declared lost in transit when there have been no tracking updates for 21 consecutive days. Once that threshold is reached, you may submit a claim.

What will I receive if my claim is approved?

You can choose either a refund or a replacement of your order.

How long do I have to file a claim?

You have 30 days from the date your order was fulfilled, depending on the type of claim.

Can I get a refund for the Order Protection fee?

If your order is already in transit, we cannot refund the Order Protection fee. We also do not refund it if you decide to return your items.

Normal periods:Orders are dispatched within1–3 business days from our atelier in Paris, France.

Black Friday Sale Period:Shipping begins immediately when the sale goes live. However, due to high order volume, please allowup to 7–10 business daysfor your order to be fulfilled and dispatched.

Once dispatched:

• France: 2–3 business days
• European Union: 3–5 business days (no customs)
• International (UK, Switzerland, US, etc.): 5–14 business days (customs fees may apply)

It depends on your location and package weight (calculated at checkout).

LocationEstimated DeliveryStarting PriceFrance2–3 business daysFrom €4.79 (pickup) / €5.49 (home)European Union3–5 business daysFrom €6.50 (no customs fees)International(UK, Switzerland, US, etc.)6–14 business daysFrom €12.00 (customs fees may apply)

Free shipping thresholds:

• France: €100
• EU: €150
• International: €250

Full weight-based pricing and delivery details will be provided in your confirmation email.

For customers in France and the European Union:
No import duties or customs fees. Because we ship from our warehouse in Paris, France, the price you see is the price you pay. Your order travels freely within the EU.

For customers outside the European Union (including United Kingdom, Switzerland, Norway, Liechtenstein, Iceland, United States, Canada, Australia, Japan, etc.):
Yes – your order may be subject to import duties, local VAT, and customs handling fees. These charges are not included in our prices or shipping costs. They are collected by your local customs authority and must be paid by you, the customer.

Important: We are not responsible for any customs delays, additional taxes, or fees imposed by your country. Please check with your local customs office before placing an order.