Frequently Asked Questions
DO YOU HAVE A PHYSICAL STORE I CAN VISIT?
Currently, we do not have a physical store you can visit. All our products are prepared and packaged in Ottawa, Canada and made ready for sale on our website and on Amazon Canada (Prime).
WHAT IS YOUR RETURN/EXCHANGE POLICY?
We want you to love the items you purchase from our store. If however you are not completely satisfied and would like to return the item, we are here to help.
For returns, please send us a message on our website, Instagram, Facebook or email at firstname.lastname@example.org within 30 days of having received your order. Please indicate your order number and reason for your refund/return request and we will assist you.
WHAT ARE YOUR PROCESSING AND SHIPPING TIMES?
Processing: All orders are processed within 1-2 business days.
Shipping: Depending on where you are located in Canada or the United States, your order can take anywhere between 3 - 10 business days. We have standard and expedited delivery options available for you on checkout.
I LIVE IN OTTAWA, CAN I PICK UP MY ITEM FOR FREE?
Yes! Just send us a message on our website, Instagram, Facebook or email at email@example.com and we will create the order and arrange pickup details with you.
WHERE DO I ENTER MY COUPON/PROMO CODE?
When you are done shopping and ready to complete your order, you will have the option to enter your coupon/promo code at the checkout screen, before you complete your payment.
I DON'T HAVE A COUPON BUT WOULD LIKE ONE, WHERE CAN I GET ONE?
You can signup on our website to receive news, updates and special offers. Don't worry, you're information is safe with us and we will not send you spam emails. Alternatively, you can like and follow us on Instagram and Facebook (@CapitalCharms) and wait for offers to be shared or posted.
If you really can't wait and would like to make a purchase sooner, please send us a message on our website, Instagram, Facebook or email at firstname.lastname@example.org and we will do our best to accommodate you.
WHY SHOULD I ENTER MY REAL NAME, EMAIL, OR PHONE NUMBER?
Not to worry, your information is kept safe and secure with us, we will never spam you. Providing us with accurate information allows us the option to contact you if there are any unexpected surprises with your order. You will also receive your order confirmation and shipment notifications through email.
WHY DIDN'T I RECEIVE AN EMAIL CONFIRMATION AFTER PLACING MY ORDER?
Sometimes confirmation emails get mistaken for spam email. Please check your spam folder first. If you still do not see it there, send us a message on our website, Instagram, Facebook or email at email@example.com
I RECEIVED A CONFIRMATION EMAIL BUT REALIZED THERE IS A MISTAKE, HOW CAN I CORRECT THIS?
If you discover there is a mistake with your order, please send us a message on our website, Instagram, Facebook or email at firstname.lastname@example.org and provide us with your order details and the changes your require.
WHERE WILL MY ORDER BE SHIPPED FROM?
All our products are received at our office in Ottawa, Ontario Canada. After it is received, we prep and package the items making it ready for sale. We also use warehouses and fulfillment centers across Canada to ensure we can satisfy our customers needs more quickly and efficiently.
HOW CAN I TRACK MY ORDER?
Once you complete your order, you will receive a confirmation email. After we process your order, you will receive a tracking number with the shipping information. You can use the tracking number to get updated information on your delivery.