Frequently Asked Questions

Frequently Asked Questions

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We accept the following methods of payment – Mastercard, Visa, Visa Debit, American Express and Discover.

Payment is charged immediately after security checks from your bank issuer and Captiva have been authorized.

We will send you an acknowledgement email on successful completion of an order on the site. This email will detail the order that you have placed and will give you an order reference number. We would advise you to keep this email safely as you will need your order reference number for any further queries which you may have. Failure to provide us with an order reference number on request will result in a delay with your inquiry. Once your order has been accepted and dispatched to you we will send you a confirmation email.

Please contact us if you do not receive an acknowledgement email and we will make sure it is not a problem with our system. Acknowledgement emails are generated and sent automatically once an order has been successfully completed. You may need to check your mailbox as it may be treating our emails as spam or junk mail and you should check your spam or junk mail folders to make sure they have not gone directly to this location. You may also need to ensure that all of the details entered are correct, please pay particular attention to your payment card details, email address and delivery addresses.

We endeavour to process orders as quickly as possible as we know how exciting it is to get your order promptly, however please allow 24 – 72 working hours as a guide.

Returns: If your product is damaged or defective, please contact us. If you have any other issues, questions or problems with our product, please call 973-786-7868 or email us at We will be happy to work with you to make sure you are completely satisfied. If a refund is in order, we will either credit the amount of the product back to you or offer a replacement, whichever option you choose. Refund is for product only and does not include shipping charges. Notification of any issues or problems must be made within 30 days of purchase.

Cancellation policy: An order may be cancelled at any time before shipment. Once item has been shipped, it can not be cancelled.