/ DELIVERY POLICY
At our online food store, we take pride in delivering
high-quality, fresh, and delicious food to our customers. We understand the importance of timely and efficient delivery, which is why we have developed a comprehensive delivery policy to ensure that our customers receive their orders on time and in excellent condition.
​
Our delivery policy ensures that all orders are processed and delivered within the shortest possible time. If the customer has chosen the LOCAL COURIER DELIVERY method, we process the order once it is confirmed, and the order is immediately dispatched for delivery within 24 hours.
​
To ensure that our customers receive their orders in good condition, we package all items carefully and securely. We take every precaution to ensure that fragile items are handled with care.
​
Our delivery fees are reasonable and based on POST Luxembourg management fee.
In conclusion, our delivery policy is designed to provide our customers with a hassle-free and reliable delivery experience. We are committed to providing timely and secure deliveries, and we take every measure to ensure that our customers receive their orders in good condition.
You will be required to provide an address if you choose the delivery method for the package to arrive at the right location. If you are not at home while the delivery is being attempted, your order will be taken to a POST branch and a ticket will be left in your postbox to inform you about the delivery.
/ PICKUP POLICY
If the customer has chosen the FREE PICKUP method, we process the order once it's confirmed. The order can be picked up by the customer that following Saturday between 10h00 and 12h00, as it will be communicated in the confirmation email. The exact location of the pickup will be reflected in the confirmation email.
If a customer does not show up to collect their order at the pickup location between the given times by Cape To Lux, their order will be kept and can be collected the following Saturday. Alternatively, the customer can arrange to pick up their order from the Cape To Lux main office in Mersch during the week.
/ RETURN POLICY
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
​
To be eligible for a return, your item must be in the same condition that you received it, unopened or unused, with a label (if it came with one), and in its original packaging. You'll also need your order number.
​
Please note the following items do not qualify for a return:
- Spray & Cook Original (300ml)
- Spray & Cook Olive Oil (300ml)
​
Unfortunately, we cannot accept returns on sale items or gift cards.
​
To start a return, you can contact us at info@capetolux.com
​
Please note that returns will need to be sent to the following address:
11b Lohrbierg, Mersch, 7545, Luxembourg.
​
Items returned to us without first requesting a return (via email) will not be accepted.
​
You can always contact us for any return questions at info@capetolux.com
​
​
Damages and Issues​
Please inspect your order upon receipt and contact us immediately if the item is defective, or damaged, or if you receive the wrong item, so that we may evaluate the issue and make it right. Please take a picture of the damaged goods to have proof and include it in your email to us. Without a picture, it will be nearly impossible to access the damaged goods and we will not be able to help you in the best way.
​
​
Exchanges​
In all circumstances, we do not exchange purchased goods. The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
​​
​
Refunds​
We will notify you once we’ve received and inspected your return to let you know if the refund was approved or not. If approved, we will refund the full purchase price, including any applicable taxes and shipping fees, to the original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
​
If more than 15 business days have passed since we’ve approved your return, please contact us at info@capetolux.com