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FAQ Frequently Asked Questions

At Capitan Denim, we try to make your visit and your purchasing experience simple and easy to use. To resolve any questions that may arise, here we present some frequently asked questions and their answers. However, if you have any questions or comments that you would like to share with us, please contact us at info@capitandenim.com .

Payments

What forms of payment do you accept?

We accept payments by card, PayPal or bank transfer.

How can I be sure that the payment on your website is reliable?

Our card payment platform is 100% secure, thanks to the Shopify Payments payment gateway.

Orders

How can I be sure of the size?

Our method for finding out your size is based on wearing pants that fit you well, making it more difficult to order the wrong size.

At any time you can use our generic and specific size guides on each product sheet.

However, if in doubt, we recommend that you choose a size larger than what you usually wear. You should also take into account if the pants you want to buy are very elastic, you can check the elasticity on the product sheet.

What happens if when I receive the order there is something that doesn't feel right to me?

You have the option to return it, or exchange it, either for another size or another model. In both cases, it is free. You can request the exchange or return by writing an email to ventas@capitandenim.com or through the contact on the website.

Can you fix the bottom of the pants?

Yes, you just have to follow the instructions in the “my size/my model” section and tell us the length at which you want the hem in the product sheet before adding it to the cart. You must bear in mind that, once the garment has been repaired, it cannot be exchanged or returned.

What can I do if my size does not appear on the pants I want to buy?

If your size is not listed, it is likely out of stock. If you want us to notify you when it is restocked, you can write down your email in the corresponding field on the product sheet.

How can I use a promotional code?

When you are going to place an order you must fill out the corresponding section in your cart summary just before paying, then you can check how the discount is applied to the final price.

What is your return policy?

We accept returns of any order as long as it has not been personalized, has not been used, has not been damaged, or has any defects. To make a return, follow the instructions indicated in the “exchanges/returns” section within your account.

Do you accept returns on discounted items?

Yes, our discounted products have the same conditions and advantages as the rest of the items.

Us

Where do you make your pants?

We manufacture in Spain, in the town of Madrigueras located in the province of Albacete.

Do you manufacture entirely in Spain?

Yes, we manufacture entirely in Spain, and we take great care of all the materials, fabrics and processes we use to make our pants. We are also aware of sustainable manufacturing, so we use renewable energy sources and try to minimize the impact of our industrial activity on the environment.

How can I contact the customer service department?

You can call or write via Whastapp at +34 628 745 236, write to us through the contact on the website or by email to ventas@capitandenim.com .

What care should I take with my pants?

To ensure that your pants have a long life, follow these simple steps and you will enjoy them to the fullest:

  1. Always wash your jeans inside out.
  2. Use a washing program with a temperature no higher than 40ºC
  3. When ironing, turn your jeans inside out, just like when washing.
  4. Try not to mix colors when washing your clothes.

Shipping

How much are the shipping costs?

Standard shipping costs are 3.95 euros in the Peninsula and the Balearic Islands, on orders equal to or greater than €80 they are free.

If you want us to send your order within 24/48 hours you can choose express shipping by paying €5.95.

When will I recive my order?

Our standard delivery time is 4 to 5 days, excluding holidays and weekends. However, it is possible that in certain circumstances it could be delayed or brought forward a little.

Do you ship to the Canary Islands?

Yes, it has a cost of €19.95 which may increase in the case of larger orders.

We use the Post Office service and deliveries occur between 7 and 8 days from the date of delivery. To send you the merchandise we will need your NIF/NIE/CIF and we will issue an invoice that will accompany the order.

Orders are paid in full with VAT included prior to shipping. It is common for the carrier to demand payment of some extra amount at the time of delivery of the package for customs or management fees. We are not responsible for this series of expenses.

We accept returns on orders sent to the Canary Islands. In this case, the customer must send us the products to be returned by their own means to our facilities and be responsible for any possible extraordinary charges that this shipment may entail.

We do not process changes for orders sent to the Canary Islands. If you need another size or model, you must place a new order and process the return of the order as specified in the previous paragraph.

Do you ship abroad?

Yes, but in that case, the shipping cost is different and varies depending on the destination.

If you reside in another country in Europe and are interested in placing an order, you just have to process the order and the fee is applied directly before proceeding to payment.

If you are interested in placing an order and having us ship it to any other place in the world outside of the continent, write us an email to ventas@capitandenim.com and tell us what you want and where it should be sent. We will quote you a shipping price and send you a proposal.

Returns & Exchanges

In the Returns Portal, when I fill out my information, an error message appears.

Surely we are missing some information, such as your address, your email or your telephone number. Send it to us by Whatsapp or by email and we will solve it as soon as possible.

I already have my Return label but the Post Office box is full.

You can go to any Post Office and deposit the package at the shipping window. You will not have to do any more procedures.

Until when can I exchange or return something purchased on Black Friday?

If you buy in the "Fridays I love you green" campaigns, you can make any exchange or return until January 15.

Record

How can I register on the website?

To register on our website, you just have to click on the “Log-in” icon and follow the steps that appear. Once registered you will be able to manage your orders and be informed of our news and promotions.

How can I change my password?

Enter your registration details and you will find an option to change your password and other account details.

Professionals, multi-brand stores and wholesalers

Do you want to be part of this family?

If you have a store or are professionally dedicated to the distribution of garments with our philosophy and want to be part of this family, you must write to us at ventas@capitandenim.com and our commercial department will contact you.