Return of goods

We want you to be fully satisfied. If the goods do not fit, do not meet your expectations or are the wrong size, you can return them within 14 days of receiving the parcel.

Return conditions

The goods must be in their original condition, with no signs of use.
They must be returned in the original packaging / box and with all accessories.

How to start a return

Always start your return first – otherwise we will not know your parcel is coming and your return will be delayed.

Log in to your customer account and complete the form – open the order and choose Request return.
Send the goods only after receiving the approval email – it contains the address and instructions.
We usually process requests within 24 hours.

Exceptions to returns

Withdrawal from the contract is not possible for goods from the underwear section.
Withdrawal is not possible for goods made to measure.

We would appreciate it if you told us the reason for the return (e.g. wrong size, do not like the colour, the product did not meet expectations).

Return your parcel

Start your return. Log in to your customer account, open the order and choose Request return.
Wait for the email with approval and instructions.
Pack all the goods and accessories, remove old shipping labels and include your order number.
Send to the address in the approval email. You pay the postage; we do not provide a shipping label.

Any carrier PIKASTORE s.r.o.

Zásilkovna (Packeta) pickup point Diana styl

Why is the address hidden? We need to match every parcel to your return – without starting one we don't know whose it is, and your refund would be delayed. We'll email you the full address as soon as your return is approved, usually within 24 hours.

Warranty Claims

Always start a warranty claim by emailing reklamace@capkov.cz first. Do not send any goods before starting your claim.

Include the following in your email:

Order number
Description of the defect (what happened and when)
Photos of the damaged or defective goods

Send the goods only after our reply – it contains the shipping address and further instructions.

Complaint deadlines and your rights

24-month warranty. As a consumer, you have the statutory liability for defects (warranty) of 24 months from receipt of the goods (Section 2165 of the Czech Civil Code).
Written confirmation. Within 3 days of receiving your complaint we will confirm by e-mail that we have received it, stating the date we received it and the expected time to resolve it.
Resolved within 30 days. We will resolve the complaint without undue delay, at the latest within 30 days of it being filed (Section 19 of Act No. 634/1992 Coll., on Consumer Protection), unless we agree on a longer period.
How it was resolved. We will send you written notice by e-mail of how the complaint was resolved.
Custom-made goods (e.g. embroidery on request): obvious manufacturing defects can be claimed, not dissatisfaction with the design.
Withdrawal from the contract is possible without giving a reason within 14 days of receiving the goods, see the Returns section above.

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