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FAQS

CaptainHook  / FAQS

FAQS

_USING THE CAPTAINHOOK WEBSITE

ARE ALL THE ELEMENTS THAT APPEAR ON THE WEB IN STOCK?

All the items shown on the website are in stock in our warehouse, our website is updated in real time. If you place items in your basket or wish list and don’t check out, they may be out of stock later.

IS THIS WEBSITE SAFE?

Yes. Our website uses 256 bits encryption and all data captured on the website is encrypted using SSL technology.

To check this is working, look out for the padlock sign in your browser.

We continually test our website for vulnerabilities using specialist 3rd parties to help identify and stop any potential issues before they are exploited. We will never e-mail you and ask for details about your debit or credit card details, or access to your accounts. If you experience this, it may be a phishing attack and you should contact us immediately.

WHAT ARE THE ACCEPTED PAYMENT METHODS?

We accept payment by MasterCard, Visa, Visa Debit, Maestro, Visa Electron or American Express. We also accept PayPal. Visit our Payment Information page for further details.

WHAT INFORMATION DO YOU COLLECT FROM ME WHEN I USE YOUR WEBSITE?

When making a purchase, we gather only the information required to process your order. Whilst browsing our website, we use cookies to help us to improve our website service. A full list of these cookies is shown in our Privacy Policy.

I HAVE A DISCOUNT CODE BUT IT DOESN'T WORK, WHY?

If we have sent you a code which have entered in the promo code box at the checkout and no discount is being applied please first of all check the term and conditions and the expiry date.

Sometimes codes are brand specific or can only be used on full priced items.

If the code is for a delivery service please ensure you select the correct service to ensure the cost is deducted.

Finally, you can also only use one discount code per transaction.

If you have checked all of the above and still the code doesn’t work, please contact us with the code you have and the items you are trying to purchase.

MY PAYMENT HAS BEEN REFUSED BUT THE MONEY HAS BEEN DISCOUNTED FROM MY ACCOUNT, WHAT HAPPENED?

You may have entered the card details incorrectly or your bank may have declined or delayed the transaction due to security reasons. Please contact your bank to confirm this.

We also have in-house security checks. One of these is that the registered country for your card is the same country as your delivery address and IP address.

If you have checked all of the above and everything is correct, please contact us indicating the order number

HOW CAN I KNOW WHAT MY SIZE IS?

If you are unsure of the size you need we have a size guide for all the types of items and clothing, plus tips for measuring yourself.

_MY CAPTAINHOOK ORDER

HOW WILL MY ORDER BE SHIPPED AND WHAT IS THE SHIPPING COST?

This depends on your location, the value of the order and the delivery speed you have chosen. Please visit our Delivery Information page for complete details.

HOW LONG WILL MY ORDER ARRIVE?

Please visit our Delivery Information page for complete details.

HOW CAN I TRACK MY SHIPPING?

Most of our orders can be tracked. You will receive a tracking code when we confirm that your order has been dispatched. Go to our “Track Your Order” page and enter the tracking code to find out about your delivery.

CAN I CANCEL AN ORDER AFTER IT HAS BEEN PROCESSED?

We cannot cancel an order once it has been placed but you are free to return the order within 14 days of receiving it. If in doubt it is best to contact the customer service team to discuss your individual order and the options available.

CAN I MODIFY AN ORDER AFTER IT HAS BEEN PROCESSED?

We can’t amend, add or remove items once an order is placed.

HOW CAN I RETURN AN INCORRECT OR DEFECTIVE ITEM?

If you suspect your item is faulty or incorrect, please contact us with your full order details and details of the fault or item you have received incorrectly. We will then be able to advise you further.

Except where the goods you return are faulty or damaged, you are responsible for the cost of returning the goods to us. For full details please visit our Returns Information page.

HOW LONG DOES IT TAKE TO PROCESS MY REFUND?

We will issue and confirm the refund within 4 working days of receiving your return but it may take a further 3 or 4 days for the refund to show in your account (or up to 10 days for some building society accounts).

Please note that we do not reimburse the shipping costs you have paid when you purchased the product.

CAN I RETURN A CUSTOM ITEM?

Withdrawals, cancellations, exchanges or returns are not accepted for orders of customised products.

I HAVE PLACED AN ORDER, WHEN WILL I RECEIVE A CONFIRMATION EMAIL?

roviding your order was successful, you will receive a confirmation email up to around 2 hours after the order has been placed. If you were logged into your account at the time of placing your order, you can track the status there.

I HAVE PAID FOR A NEXT DAY DELIVERY BUT I HAVE NOT RECEIVED MY ORDER, WHY NOT?

We provide Next Day delivery for most Spain Customers depending on the area you live in and the value of your parcel. Deliveries can be anytime between 8 am and 7 pm. Please check the details on your shipping information page for more information.

_MY CAPTAINHOOK ACCOUNT

HOW DO I ACCESS MY ACCOUNT?

Once you have registered for an account, you can log in here.

I FORGOT MY PASSWORD, CAN I RESET IT?

If you can’t remember your password you can request a password reset using the password recovery page. You may have ordered from us before as a guest or be on our mailing list so if you receive marketing emails form us, this doesn’t necessarily mean you have an account.


For any matter in which you need our help, you can contact us by the following means:

EFFITIENCE Sports Management Limited Company
c/ Miguel de Unamuno 3, oficina A
28944 Fuenlabrada – Madrid
For the attention from: Online Sales Assistant

Or by writing us an e-mail to:
hello@captainhookequipment.com

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