FAQ - FREQUENTLY ASKED QUESTIONS
1. Choose a product
Select the product that you want to order. Click on the button “in cart”. If this button is not showing on the product page, the item is unfortunately out of stock. After you have placed all items you want to buy in your shopping cart, click on “Shopping Cart” or “Checkout”,
2. Signing in
To place an order, it is better if you set up an account. If you already have an account, please log in using your e-mail address or Club number and your password Now you should be able to see both your Club account details and the details of your order.
3. Address details
The next step is for you to enter your invoice and delivery address details If you aren’t already a Club member, now’s the time to add a Club Membership to your shopping cart. Click on “Continue” and choose your preferred shipping method. You can enter a shipping address that is different to your invoice address if you want.
Select your preferred method of payment. At this point, you can also enter any Captain Lax gift voucher or other discount codes if you have them Click on “Continue” again.
Now you should be able to see a summary of all of the details of your order. If all is OK, click on “Confirm Order”, and send your order to us. . Depending on your chosen method of payment, there may be further steps that you will need to take before your order is completed. An order confirmation will be sent to the e-mail address you entered as part of your order details as soon as the order is completed. After we have shipped your order, we will send you a shipping confirmation by e-mail.
You will be sent an order confirmation by e-mail as soon as the order has been successfully completed.
If you want to make a change to your order or even cancel it, please contact us by telephone if possible +49 (0)9721 / 75 98 811. Please don’t forget that we always try to pack and ship orders as soon as we possibly can . The sooner you can let us know, the better
There is neither a minimum nor a maximum order quantity at Captain Lax.
As soon as you have placed your order with us, whatever you have ordered will be reserved for you.
If you see an error message when you are trying to place an order, please send us a screen shot of it, or let us know the following:
1. The part of the order process where the error message appeared
2. The device you are using to place your order (iPad, Smartphone, PC)
3. The Browser you are using
You can reach us at any time by e-mail at firstname.lastname@example.org or by telephone from Monday to Friday between 08.00 and 17.00 Hrs. on +49 (0)9721 / 75 98 811.
The e-mail containing your shipping confirmation and a link to help track the progress of your shipment will be sent to you as soon as we have handed your package over to the transport company. If you don’t receive an e-mail from us, that might be because:
1. The e-mail has landed in your Spam folder, or;
2. You may have made a mistake when typing your e-mail address in your order. Please go to your account and check the details you typed in “My Account”.
3. Your inbox is full
You chose to pay for your order by bank transfer and the payment has not yet arrived in our account.
Shipping normally takes between 3 and 5 working days.
Shipping costs vary depending on the country the order is shipped to. You can find a detailed list of our shipping costs here.
Yes, after clicking on “edit address” when you get to the Method of Payment page in the checkout, you can enter any address you want. You can even add a Packstation address if you want.
After your order has left our warehouse, we will send you the shipping confirmation and a link to help you track your shipment.
If you have a PayPal account, you can use this to pay for your order. You will be automatically redirected to PayPal.com. You can also set up a PayPal account as part of the order process.
Pay on Invoice / Klarna
Buying on invoice using the services of our partner Klarna makes your purchase even safer! Using Klarna, you have the chance to pay for your order up to 30 days after you have received it.
Transfer your payment to our bank account. Please use your order number as your payment reference. Your order will be shipped after your payment has arrived in our bank account
VISA or MasterCard – you can easily and safely pay for your order using a credit card.
When you order, select “credit card” as your method of payment. State-of-the-art encryption techniques give you the highest level of security for your online purchase. All order and credit card data are only transmitted in encrypted form.
If you discover any damage to the product you have received, please get in touch with usimmediately . You should retain any shipping and packaging materials, together with the defective goods until we have addressed and resolved the case.
What reasons can there be for returning an order?
1. Product is damaged or differs from the product shown online.
In such cases, we will pay the costs of returning the goods to us. After we have confirmed the details of the problem, we will send you a returns label. Please contact us by telephone on +49 (0)9721 / 75 98 811 or by e-mail at email@example.com.
2. You don’t like the product or a similar reason
Include either the returns form print here or a copy of your delivery note and send the item back to us at your own cost..
Return shipping is not normally free of charge.
In exceptional cases we can take over your returns costs. . For example, when the product(s) arrived in a damaged state, or differ significantly from the product(s) shown online in our shop.