HOW LONG DOES IT TAKE TO RECEIVE MY ORDER?
You will receive an email once your order has been dispatched from our location which will contain your USPS Tracking Number. Please keep in mind that it may take USPS up to 2 business days to provide tracking updates. If you see a "not found/error" message when attempting to track your package, please allow 2 business days for an update to be shown. If you are not available to sign for your package when a delivery attempt is made, your package will be held at your local USPS Office until you request redelivery or pick it up yourself.

HOW OFTEN DO YOU RESTOCK? AN ITEM THAT I WANT IS SOLD OUT.
We understand how frustrating it is that the item you are you're totally in love with is currently out of stock. We continue to advertise these items as they're usually paired with another item. We often restock our hottest items and if that is not possible we replace them with a similar style. Please keep checking back on our site and Instagram page for any restock updates.

CAN I EXCHANGE AN ITEM?
No. Unfortunately, we do not offer exchanges. If you wish to return an item we will issue you a store credit that can be used towards the website at any time. Please note that bodysuits, swimwear, lingerie, and SALE items CANNOT be returned for store credit and is FINAL SALE.

I NO LONGER WANT MY ITEM(S). CAN I GET A REFUND?
No, we do not offer refunds. You may send the item back for store credit but it MUST be in it's original packaging, with all tags attached and unworn.

CAN I CANCEL MY ORDER?
No, we are very quick at processing orders to make sure that you receive yours as soon as possible. Once an order has been placed, we are unable to cancel it.

WHY WAS MY ORDER CANCELLED?
Sometimes our items sell out very quickly due to such high demand and on occasions, an item you have ordered can suddenly become unavailable. We promise that these cases are rare. If an item in your order sells out, we will contact you within 48 hours to confirm the cancelation of your order. If your order contains additional items, we will dispatch the rest of your order and refund the out of stock item.

In other cases, if the billing information and shipping addresses cannot be verified through our merchant your order may be canceled. In this case, you will need to try replacing your order using an alternate payment method.

I RECEIVED AN INCORRECT/DAMAGED ITEM. WHAT SHOULD I DO?
We're sorry to hear that you've received an incorrect or faulty item. Please send us an email to hello@shopcaptivate.com within 24 hours of receiving your package with your order number and picture proof of both the incorrect/faulty item as well as the packing slip. Failure to report a faulty item within 24 hours of receiving your package will result in our inability to replace the item.

I PLACE MY ORDER BUT FORGOT TO USE MY CODE. CAN IT BE ADDED TO ME ORDER?
Once your order has been placed we will not make changes to your total as we are unable to manually add the discount. Please note that this discount may be used on your next order if the code is still valid.

WHY ISN'T MY CODE WORKING?
Have you entered the code correctly? Our codes are case sensitive, try copying and pasting the code into the Promo Code box just before checkout.
  • Expiry Date: Please look at the terms and conditions of the discount code to make sure this offer is still valid.
  • Eligible Items: From time to time we offer discount codes for selected items only and this will be stated in the terms and conditions of the discount code.
  • Unique Codes: If you are lucky enough to receive a unique code from us, please note that it cannot be used in conjunction with any other discount code and the code can only be used once.
HOW LONG DOES IT TAKE TO RECEIVE STORE CREDIT?
When we receive your return, we will process the return within 10 business days. Once your return has been processed and your store credit issued, you will receive a store credit code at the email address which you provided at the time of your purchase. Please check your email inbox as well as the spam folders for this gift card/store credit code.