FREQUENTLY ASKED QUESTIONS
PLACING AN ORDER
  • CAN I PLACE MY ORDER BY PHONE OR EMAIL?
    Orders can only be placed with an agent or through our online website. If you have a query or need help placing your order, please contact our Customer
    Service Department at care@capri.co.za.

    Alternatively, you can phone (+27 11 438 3600) or SMS us (+27 83 453 3503). One of our helpful employees will contact you to ensure your online shopping
    experience is pleasant.

  • CAN I STILL CHANGE OR CANCEL MY ORDER?
    If you would like to change or cancel your order, please contact our Customer Service Team at care@capri.co.za. These guys will gladly assist you!

  • I DIDN’T RECEIVE AN ORDER CONFIRMATION, WHAT NOW?
    If you paid via our COD method, an order confirmation will automatically be sent to you as soon as the payment or transfer request is received.
    If this does not happen, please contact our Customer Service Team.

    If you have chosen one of our payment plans, you will only receive an order confirmation once our Credit Vetting Department has approved your order.
    In order to receive such confirmation, all the necessary conditions should be met. If this does not happen, please contact our Customer Service Team.

    If your application has been rejected, you will immediately receive a SMS from our head office and a call from our Lay-by Team.


PAYMENT OPTIONS
  • WHAT PAYMENT OPTIONS DO YOU OFFER?
    Capri offers 3 payment options namely Instant Payment, Open Account and Layby.

  • HOW DO THE PAYMENT OPTIONS WORK?

    1. Instant Payment

    With our Instant Payment option, you simply choose your products, go to your cart, checkout, choose the Instant Payment Option, complete your billing information and you will be re-directed to our well known 3rd party PayFast to complete your payment.

    2. Open Account

    Capri’s Open Account payment option is an interest and fees free payment option where you will be able to receive the product(s) upfront and settle the account over 6, 12 or 24 months.
    When you are approved you will receive your product(s) within 10 – 15 working days and your first debit order will be 2 months after the month your order is invoiced.

    3. Layby

    Capri’s Layby payment option is an interest and fees free payment option where you will be able to settle the account over 6, 12 or 24 months.
    With this option you will not receive your product(s) upfront like our Open Account payment option, however our deliveries with our Layby payment option work as follows:

    • If you buy a single product(s), you will receive your delivery once you have settled the full amount.
    • If you buy a package with multiple items, you will receive your products in up to 3 deliveries. Delivery 1 when you have paid 20% of your total amount, delivery 2 when you have paid another 40% of your total amount and delivery 3 when you have paid the final 40% of your total amount.

  • IS IT COMPULSORY TO PAY WITH A DEBIT ORDER?
    • With our Open Account payment option a debit order is compulsory.
    • With our Layby payment option you can decide if you want pay with a debit order or if you want to manually pay Capri with a monthly EFT or direct bank deposit.

  • CAN I PAY WHEN I COLLECT MY ORDER?
    Absolutely! We accept:
    1. Cash
    2. Credit card
    3. EFT payment

     


DELIVERY
  • HOW DO YOU DELIVER?

    We have our own fleet of vehicles that deliver our products directly to our customers all over South Africa, Botswana and Namibia.
    We do our best to ensure our deliveries are done as quickly and cost affectively as possible and therefore sometimes make use of our trusted Courier Partners from time to time.

    Note: If you encounter any problems with our delivery services, please contact our friendly customer service department on:

    WhatsApp: +27 66 253 1707
    Email: care@capri.co.za
    South Africa: +27 11 438 3600
    Namibia: +264 61 402 303
    Botswana: +267 39 08073

  • CAN YOU DELIVER TO SOMEONE ELSE?

    No! To ensure we keep our company and our customers safe we have a strict policy to only deliver to our customers. You will be required to show proof of identification and Capri will only release the products if your identification match the Home Affair’s identification.

  • CAN I ALSO COME PICK MY ORDER UP?

    Yes! You can collect your order as soon as it is approved and processed (stock permitting). Our pick-up point is easily accessible and offers ample parking.

    Our offices are located at:

    • South Africa (Head Office)
      4 Naaf Street | Strijdompark Ext 2
      Johannesburg, Gauteng
    • Botswana
      Plot 103 | Unit 4
      Gaborone Industrial Commerce Park (GICP), Gaborone
    • Namibia
      Unit 49 | Hyper Motor City
      Maxwell Street, Windhoek

  • WHEN IS THE BEST TIME TO COLLECT MY ORDER?

    Anytime between 08h00 AM – 15h00 PM Monday to Friday.
    Once your order is ready for collection, we will send you a SMS stating that your order was approved.
    If you do not receive an SMS, please contact our offices:

    WhatsApp: +27 66 253 1707
    Email: care@capri.co.za
    South Africa: +27 11 438 3600
    Namibia: +264 61 402 303
    Botswana: +267 39 08073

  • ARE THERE ANY DELIVERY FEES?

    No! With our standard deliveries we offer free delivery to your nominated address.
    However, should Capri or one of our logistic partners have to re-deliver your order the additional delivery charges may be incurred.
    Should you require speed delivery we will make use of one of our trusted logistics partners. In this case, additional costs, according to the size and weight of your package/products, may be added.

  • WHEN CAN I EXPECT MY ORDER TO ARRIVE?
    1. Instant Payment

    Within 5 business days once the money reflects in our Capri bank account.

    2. Open Account

    Within 10 – 15 working days after your order is approved.

    3. Layby

    Within 10 – 15 days after you have paid 20%, 60% and/or 100% of the total amount of your order. (Please look at our Payment Options section where we explain the “20%, 60% and 100%” mentioned above)

      The following factors may influence the delivery:
    • Your location in South Africa, Botswana or Namibia.
    • The type of payment method you choose.


    Please note: These are general indications which may differ in specific cases. This does not include public holidays, extreme weather conditions or other types of unforeseeable circumstances such as force majeure or striking within one of the countries we operate or with our suppliers. However, Capri and our logistics partners will always make every effort to get your order delivered to you as soon as possible.

  • WHAT IF I AM NOT HOME WHEN MY ORDER ARRIVES?

    You will be contacted 1 to 3 days prior to your delivery, however, should you not be at home when your order arrives our drivers will contact you to re-arrange the delivery.

    • We will contact you within 2 days to re-arrange the delivery.
    • If you aren’t home the second time round, we will send your package back to the head office.

  • DO YOU DELIVER ON WEEKENDS?

    Yes, our logistics department do their utmost best to get your product(s) to you as soon as possible and it may happen that they deliver to you over the weekend.

  • MY ORDER WAS DELIVERED, BUT IT WAS INCOMPLETE, WHAT DO I DO?

    We do everything we can to prevent such errors, but in a rare instance if something is missing, we will immediately do whatever is necessary to set the situation right. At the point of delivery you will have to complete our “Delivery Note” where you must indicate which item is not delivered and Capri will arrange to deliver your missing item as soon as possible.

  • WILL I BE NOTIFIED AUTOMATICALLY IF THE DELIVERY TIME CHANGES?

    Yes, we always do our best to inform you in advance of changes to delivery times. You will receive an SMS or phone call from our head office or the driver who is responsible for your product.

  • CAN I CHANGE THE DELIVERY ADDRESS?

    Capri offers two available options for delivery: Residential Address or Work Address. Products will only be handed over to you or the person you initially chose as an alternative recipient at one of these locations. No alternative locations will be accepted.


RETURN POLICY
  • I WANT TO RETURN A PRODUCT. NOW WHAT?

    We do our best to ensure that all orders are always complete and flawless.
    If your order is incorrect, we will happily solve the issue as soon as possible by following our return policy and procedure.

    In order for us to process your return as fast and efficiently as possible, please contact us at:
    WhatsApp: +27 66 253 1707
    Email: care@capri.co.za
    South Africa: +27 11 438 3600
    Namibia: +264 61 402 303
    Botswana: +267 39 08073

  • ARE THERE ANY FEES ASSOCIATED WITH A RETURN?

    Should a return be due to a mistake on an order from Capri’s side, we will return the goods free of charge, however Capri, at its sole discretion may decide to charge customers return fees in the event where it is due to customer related issues. In the event where a Capri product(s) are damaged by the customer or exhibit signs of use or abuse, we reserve the right to refuse the return or charge the customer the full price of the damaged goods.

  • HOW DO I RETURN A PRODUCT?

    Returns are accepted when the order (where reasonably possible) is undamaged and in its original packaging.

    Please contact us at: WhatsApp: +27 66 253 1707
    Email: care@capri.co.za
    South Africa: +27 11 438 3600
    Namibia: +264 61 402 303
    Botswana: +267 39 08073

  • CAN I RETURN MY ORDER AT ANY TIME?

    Orders or part of orders may be returned within 30 days after delivery, if the conditions, as set out in the ‘’How do I return a product” section are met. Manufacturing fault? Each product offers a unique warranty and you are well within your right to make full use of the benefit it brings. Please see our section on Warranties and Guarantees.

  • MY ORDER IS INCOMPLETE OR DAMAGED, WHAT NOW?

    If your order is incomplete or damaged, our Customer Care Team will immediately take any action to correct this mistake.

    Please contact us at:
    WhatsApp: +27 66 253 1707
    Email: care@capri.co.za
    South Africa: +27 11 438 3600
    Namibia: +264 61 402 303
    Botswana: +267 39 08073


COMPLAINT PROCEDURE

In the case that something goes wrong with your order, or you are not satisfied with our products or service, we would like to know. We strive for 100% customer satisfaction and will do everything possible to assist you.

All complaints, compliments, comments and ideas provided by our customers will be carefully read, evaluated, implemented and archived where possible. We accept, as a genuine challenge, improving ourselves through your feedback, on a daily basis.

  • PLEASE EXPLAIN THE COMPLAINT PROCESS
    Your complaint is sent to the relevant department.
    A service representative investigates the cause.
    You are contacted with a proposed solution and to discuss the next steps.
    The complaint is evaluated internally to prevent similar situations from occurring in the future.

  • HOW WILL YOU HANDLE MY COMPLAINT?

    Please contact us at: WhatsApp: +27 66 253 1707
    Email: care@capri.co.za
    South Africa: +27 11 438 3600
    Namibia: +264 61 402 303
    Botswana: +267 39 08073


WARRANTY & GUARANTEE POLICY

When you shop at Capri, you have the right to a properly functioning and durable product. Please note that the warranties and guarantees differ from product to product.

  • HOW DOES OUR PRODUCT WARRANTY WORK?

    The warranty period starts on the date you receive your product and is valid for the duration of the period as stated for each product. The product warranty covers faulty material or workmanship and does not cover the customer abusing, misusing or not following the usage-, caring- or cleaning instructions.

  • WHAT WARRANTIES OR GUARANTEES DO YOU OFFER ON YOUR PRODUCTS?

    Stainless Steel Products
    Capri offers a lifetime guarantee on the body and base of our stainless steel pot sets as well as a 2 year guarantee on our handles and knobs. There is no time limit to our lifetime guarantee. If, for any reason, replacement or repair is necessary because of faulty material or workmanship, there will be no charge. In the event that the style of cookware is no longer in our current range, it will be replaced with a comparable unit from our latest range. Accidental damage: Any cookware which is accidentally damaged by the customer, in any way, will not be replaced under the lifetime guarantee. If the Bakelite part of the handle, the thermostat knob or lid needs replacement within two years of purchase, because of faulty material or workmanship, there will be no cost to the customer whatsoever. Should a product be returned, Capri will follow a complete inspection procedure and should it be clear that the stainless steel pot/pan(s) were abused or misused or the customer did not follow our usage, cleaning and caring instructions then Capri reserves the right to reject any guarantee claims.

    Enamel Cast Iron
    Capri offers a 25 year guarantee on all of our cast iron products. This uarantee does not cover does not cover damaged, scratch, chipped or burnt cast iron due to the customer not following the usage-, caring- and cleaning instructions or due to misuse or abuse. The enamel coating of the cast iron can chip or scratch and is not covered by this Guarantee.

    Mattresses
    Capri offers a 2 year guarantee and 15 year warranty on our Dual Feel Deluxe Mattress Range. Furthermore, we offer a 2 year guarantee and 7 year warranty on our Premium Mattress Range. The warranty on both ranges are only valid if the customer purchase and use a Capri waterproof mattress protector. The warranty will not be valid in the event where the customer does not follow our usage-, caring- and cleaning instructions or when it is evidential that the mattress has been abused or misused.

    Electrical Products
    Capri offers a 1 year repair and replacement warranty on all of our electrical products. Should faulty material or workmanship necessitate repairing or replacement of any of our electrical products, within one year from delivery, there will be no charge to the customer.

    Other Products
    All other homeware products have a 6 month warranty. Products must be checked and the condition confirmed by means of customer signature at the time of delivery. Once the products are accepted no further claims will be considered. (Inner coating / ivory enamel of the cast iron set is not guaranteed against scouring and abuse. Linen products are not guaranteed against fading).

    We do not cover the following:
    • Consequential damages and/or loss or damage to Capri cookware should such damage be caused due to negligence or misuse.
    • Negligence or misuse would refer to ignoring the caring-, cleaning- or usage -instructions for your products as prescribed in the Capri instruction manuals or leaflets.
    • Separation of the encapsulated base of our Capri cookware, as a result of excessive overheating, is not covered by our guarantee.
    • Pitting is not a result of material defect or faulty workmanship. (Pitting is the corrosion of a metal surface. It is normally confined to a small area and takes the form of cavities).
    • Damages effected by refurbishing or repair to any of our products by parties other than Capri are not covered by our guarantee.

    For more information about our product warranties and guarantees, please feel free to contact our Customer Service team. They will make it as easy as possible to go through the process quickly, efficiently and effectively.
    WhatsApp: +27 66 253 1707
    Email: care@capri.co.za
    South Africa: +27 11 438 3600
    Namibia: +264 61 402 303
    Botswana: +267 39 08073


HOW TO SHOP
  • CAPRI’S SIMPLE SHOPPING PROCESS

    Step 1: Choose your favourite Capri products by clicking here.
    Step 2: Go to your cart and click on the Checkout button.
    Step 3: Choose your favourite payment option and payment term between Instant Payment, Open Account (6,12 or 24 months) or Layby (6,12 or 24 months). Click on the "Learn More" buttons to get more information on how each payment option works.
    Step 4: Complete your order form.
    Step 5: Receive an SMS and Email with a link to your order. Go through your order to and make sure all of the information is correct. If it is, reply YES to the SMS or Email and your order is confirmed.

  • REGISTER FIRST!

    If you don’t yet have an account with us, register by completing the new customer sign-up process by clicking here. You can also navigate to it by selecting the Login/Register option within the menu bar. Remember that you won’t be able to pay for your products or apply for our Open Account or Layby if you haven’t registered or if you are not logged-in.

  • SPEAK TO A CONSULTANT

    If you would like to speak to a consultant first please contact us at:
    WhatsApp: +27 66 253 1707
    Email: care@capri.co.za
    South Africa: +27 11 438 3600
    Namibia: +264 61 402 303
    Botswana: +267 39 08073


SECURE SHOPPING
  • IS THE WEBSITE SECURE?
    Yes! The entire Capri website is served via a secure, private connection using HTTPS. Data sent using HTTPS is secured via Transport Layer Security protocol (TLS), which provides a three-key layer of protection which will be discussed below.

    1. FIRST LAYER:  Encryption
    Encrypting the exchanged data to keep it secure from eavesdroppers. That means that while you are browsing a website, nobody can “listen” to your conversations, “look” over your shoulder to see what you are up to, track your activities across multiple pages or steal your information.

    2. SECOND LAYER:  Data Integrity
    Data can’t be modified or corrupted during transfer, intentionally or otherwise, without being detected.

    3. THIRD LAYER:  Authentication
    Proves that you communicate with the intended website. It protects against man-in-the-middle attacks and builds user trust, which translates into other business benefits.

  • IS MY CARD DETAILS PROTECTED AGAINST FRAUD?

    Yes! If you use our Instant Payment option, Capri can ensure fraud protection and secure card storage as we are partnered with a world-wide well known payment gateway, namely PayFast. Therefore, Capri does not have access to your card details and your payment is secure.

    Furthermore, any personal details captured on the website will not be stored on the website, but in our extra secured inhouse platforms.