FAQS

We’ve put together a list of the most frequently asked questions by our customers, have a read through them. If you need any help, or you didn’t find the answer to your question, please contact our customer service team. 

 

ORDERING

Is shopping online safe?

    With CAPACITEA you are safe in the online world. We don’t store any card information online and all of our payments are processed and managed by Shopify – shopify have fraud prevention and chargeback protection support.

    If you pay with VISA or MasterCard, you may be prompted to fill out either “Verified by VISA” or “MasterCard SecureCode” details when processing a payment on our website. You can find more information on these systems in question 3 and 4.

    How do I use Apple Pay?

      Apple Pay is a digital wallet and a mobile payment service that allows you to make payments using its Apple devices. It’s an easy, secure and private method of paying with a credit or a debit card while you’re shopping online with Safari.

      When you use this service, you don’t need to manually enter your credit card information or your shipping address. You just simply need to tap the Apple Pay button and scan your fingertip, and the software will provide all the necessary information to the payment gateway.If you want to know more about this service, please visit the Apple website.

      What is “Verified by VISA”?

        “Verified by VISA” gives you extra protection when you’re shopping online. It’s a service that protects your VISA card details. It allows you to create a password, that you can use every time you use your VISA card online.

         You just need to follow the instructions when you place your next order or contact directly your bank. You’ll have to create a password for your VISA card – you just have to do it once – and whenever you use the card online, you will be asked to enter the password when you check out. If you have already registered, you just need to enter your “Verified by VISA” password when you order.If you want to know more about this service, please visit the the VISA website.

        What is “MasterCard Securecode”?

           “MasterCard SecureCode” improves your security while you are shopping online. It’s a password-protects service that safeguards your card details. It allows you to create a password that you can use every time you use your card online.You just need to follow the instructions when you place your next order or contact directly your bank. You’ll have to create a password for your VISA card – you just have to do it once – and whenever you use the card online, you will be asked to enter the password when you check out. If you have already registered, you just need to enter your “MasterCard SecureCode” password when you order.If you want to know more about this service, please visit the MasterCard website. 

          How do I create an account?

          You can quickly create an account with us and easily have access to all of your information. To create an account, just click the user icon (which is located on the left side of the GBP sign) and fill the form “Create Account” form. A confirmation email will be sent to you, please “Activate your account” from the email and your account will be open.

          How do I place an order?

          It’s very simple, after having created your account, find the items that you want, select the weight and quantity; click on the “ADD TO CART” button. You can now continue browsing through CAPACITEA’s website, to look for other products that you may like. When you have finished, click on the “MY CART” button (top right corner of your screen) and checkout (confirm your order), and you will be taken to an order confirmation page, where you will have to confirm your billing, shipping and payment information. At the end, you will receive an email confirming your order number and details.

          What if I can’t place an order myself?

          If you are unable to place an order, you can contact our Customer Service team and we will be more than willing to help you. We are open from 09:00am to 5:30pm, from Monday to Friday. You can contact us by email (customer.service@capacitea.co.uk) or by phone (+44 (0) 207 828 3287). 

          After placing the order, can I amend it?

          Once you have progressed through the payment webpage, or received your order confirmation, you are unable to amend your order by yourself. If you wish to amend it, please contact our Customer Service team as soon as possible by email (customer.service@capacitea.co.uk) or by phone (+44 (0) 207 828 3287).

          What if I want to buy a certain quantity that the website currently doesn’t offer? 

          You are welcome to contact our Customer Service team by email (customer.service@capacitea.co.uk) or by phone (+44 (0) 207 828 3287) to discuss your order with us.

          What forms of payment does CAPACITEA’s website accept?

          We accept the following payment forms: VISA, MasterCard and American Express. You can also use Apple Pay and PayPal. All transactions are secure and encrypted.

          How to use a discount or promotional code?

          From time to time, CAPACITEA may offer discounts or promotions, where you will have a unique promotion code to use. Simply type into the “discount” box at the checkout (you will find this box with your order summary, and your discount or promotional code will be applied.

          What should I do if my promotional code isn’t working?

          Please check that there are no conditional spends on the Terms & Conditions of the promotional code and check that it has not expired. Also, beware that promotional codes are case sensitives. If the problem still remains, please contact our Customer Service team by email (customer.service@capacitea.co.uk) or by phone (+44 (0) 207 828 3287). 

          Will I be charged tax?

          Our product sales price is inclusive of the tax rates as required by law.

          I live outside the United Kingdom, can I still place an order?

          We ship to anywhere within the UK and Europe.

           

          DELIVERING

          How long will I have to wait for my order?

          We aim to dispatch all orders within 2 working days of the date you place your order. If you place your order before 5:00 =pm we can dispatch on the same day. Our standard delivery lead times are:

          UK: 1 – 2 working days

          EUROPE: 5 – 7 working days

          If by any reason there is a delay to your order, we will endeavour to inform you. 

          How much is the shipping cost? 

          UK shipping:

          Royal Mail 48-hour Signed for just £3.90 (free shipping over £25)

          Royal Mail 24-hour Signed for just £4.80

          Europe shipping: £18 

          Who will deliver my order? 

          For UK and Europe deliveries, your order will be delivered by Royal Mail. However, if your order exceeds 2kg, and, or contains any large items or tea ware, we will ship your order with Parcel Force.

          What notifications will I receive regarding my order?

          ORDER CONFIRMATION - You will receive an order confirmation email, after your order has been successfully placed.

          ORDER CANCELLED – We will endeavour to prevent this, but should your order be cancelled, you will receive an email informing of your cancellation.

          ORDER REFUND - You will receive an order refund email, after your order has been refunded. 

          ABANDONED CHECKOUT – A reminder will be sent to you if you leave checkout before complete your purchase.

          SHIPPING CONFIRMATION – You will receive a shipping confirmation email once we know your tracking number, if applicable.

          How can I check my order status?

          You can check your order status in any of the following ways:

          1 – log in to your CAPACITEA account, select “Order History” and click on the order number;

          2 – Refer to your shipping confirmation email for information about how to track your order. 

          If you need any assistance, please don’t hesitate to contact our Customer Service team by email (customer.service@capacitea.co.uk) or by phone (+44 (0) 207 828 3287). 

          If I see a price reduction on CAPACITEA website for an item I recently purchased, can I receive a refund of the price difference?

          If there is a price reduction within 7 days on the product you have purchased, you can contact our Customer Service team, by email (customer.service@capacitea.co.uk) or by phone  (+44 (0) 207 828 3287), to apply for a refund.

          This does not apply to discounts that apply to an entire order (i.e. percent or monetary amount off your entire order promotions) or to special campaigns.

          The refund will be applied to the original payment method. Refunds to credit cards will be processed within 5 to 10 working days.  

           

          RETURNS 

          Can I refund an order?

          Orders can be refunded within 30 days of purchase if products have not been opened, tampered with or consumed.

          Please return your order to:

          CAPACITEA Ltd.

          Office 19, 12 Jenner Avenue

          London, W3 6EQ

          Please include your order reference, as well as the reason why you are refunding your order, so that we can process a refund for you. Please note, we won’t refund your postage costs on returned items unless it is an error made by our warehouse.

          What happens if I receive a damaged or faulty product? 

          In the unlikely event of receiving a damaged or faulty item, please contact our Customer Service team by email (customer.service@capacitea.co.uk) or by phone (+44 (0) 207 828 3287). We will do everything we can to ensure that we replace the product as soon as possible and issue a refund, if applicable. We may request you to send some evidences to our team, i.e. a photograph of the damaged/faulty item. 

          How long does a refund take to process?

          Please allow 5 to 10 working days from the authorisation of your refund to be deposit back into your bank account. If for any reasons, you have not received an agreed refund after 10 working days, please contact our Customer Service team by email (customer.service@capacitea.co.uk) or by phone (+44 (0) 207 828 3287).

          I have a complaint regarding to my order.

          Rarely do we receive complaints about our services and/or products, however if you have any reason to feel that we have let you down please let us know, as we are continually trying to improve our services to give you 100% satisfaction. Please share your thoughts with our Customer Care team by email (customer.service@capacitea.co.uk) or by phone (+44 (0) 207 828 3287).

           

          PRICING AND CURRENCY

           All orders placed with CAPACITEA website are processed in GBP. The currency switcher on the website is for guidance only.

           

          OUT OF STOCK

          The product that I want is out of stock. How can I order it?

          At CAPACITEA we do regular stock checks, if you are unable to place an order because it is out of stock, please let us know by contacting our customer service team by email (customer.service@capacitea.co.uk) or by phone (+44 (0) 207 828 3287). We will check our stock levels and provide you with the latest information about the product.

           

          RETAIL STORES

           Is the address on your website a retail store?

          Our London address is an operational office. Unfortunately, we are unable to hold any stock for sale on the premises.

          Where can I find your products?

          Stocklist:

          China Design Centre - London

          The Building Centre

          26 Store Street

          London

          WC1E 7BT

          We are looking forward to stocking our teas and teawares in more local cafes and stores very soon.

          *NOTE

          Our teas are produced through traditional methods of production with 100% natural tea leaves. The residue inside the packet is a by-product of the leaves and it is an indication of the premium quality leaves used and is 100% natural and harmless to your health.