Fast Delivery
Free Express Shipping
14 Days Return Policy
Fast Delivery
Free Express Shipping
14 Days Return Policy

Frequent questions

Order

Customer Account

You can create a customer account to keep track of all your orders. Of course you can also order without having a customer account. If you have further questions about your account, please contact us via our contact form.

Payment

Bank Transfer/Prepayment

After we’ve received your order successfully, we’ll send you an automatic order confirmation via Email. There you will find the amount due and our bank details. Please note your order number as payment reference so we can connect your payment to your order as quickly as possible.

Europe
Account Name: Kapten & Son
Payment reference: your order number
BIC (SWIFT): MHSBDEHB
IBAN: DE12 2023 0800 0000 1325 00

As soon as our system has connected your order to your payment, we continue with the further process.

PayPal

To be able to pay via Paypal you will need a free Paypal account. Paypal offers various payment options and insures orders up to € 500. If you want to pay your order via Paypal, you will be forwarded to Paypal and asked to log in your account or register yourself. Now just select the desired payment method (Paypal balance, debit or credit card) and confirm the payment. After that we will receive a confirmation from Paypal and ship your goods as soon as possible.

Credit Card

Feel free to pay with your credit card in our online shop. Our payment provider Paymill ensures a convenient and safe payment process directly in the check-out process. Only after your order is completed we will charge your credit card.

Redeem a voucher

You can redeem your voucher at the end of your order (in “shopping cart”) by entering your personal voucher code in the “Voucher” field. Only one voucher can be redeemed for each order. If you have serveral vouchers and would like to combine them, please use our contact form and reach out to our service crew.

Can I exchange my order?

You can only change your order, if you haven’t paid yet. In this case, please contact us through our contact form and tell us which product you’d preferably have. If you’ve paid your products directly in the order process, there’s unfortunately nothing we can change subsequently, as your order is immediately forwarded to our shipping providers during the processing procedure.

Can I cancel my order?

You’ve spontaneously decided to go for a different product? If you’ve already paid, there is unfortunately no possibility to cancel your order. As soon as you’ve received your order, you can of course make use of your right of revocation and send the products back to us. If you’ve chosen bank transfer as your method of payment, but haven’t transfered the amount yet, we can still cancel your order. In this case please fill out our contact form.

Status of my order

After placing your order, you receive an automatic order confirmation. If you have payed via bank transfer, please transfer the amount within the next few days. If you’ve payed your order directly, it will immediately be passed on to to our shipping providers. As soon as your products have been transferred to DHL, you’ll receive another confirmation with the consignment number. For order under € 50 there is no consignement number. A few days after receiving the mail you can finally open the door to the postman with a big smile on your face and show your Kapten & Son product to the world. By letter mail it’s enough to through a happily glance into your post box. You didn’t receive an order confirmation? Maybe you’ve accidentally made an typing error. Reach out to us via our contact form and we’ll tell you if we’ve actually received your order.

Shipping/Delivery

Shipping

Your package is being delivered by Aramex and usually arrives within 2-5 working days, depending on your location. Of course we are trying to process every order as quickly as possible. Please note that delivery times to foreign countries can vary. We deliver to the following countries: United Arab Emirates, Saudi Arabia, Kuwait, Oman and Bahrain. Please note that there may apply customs duties for deliveries outside of the UAE. The table below gives you an overview of how long you package will be on the way to you from the moment we hand it over to Aramex.

Country Shipping Costs Shipment Time
United Arab Emirates Free 1-2 Working Days
Saudi Arabia Free (over AED 400) 3-5 Working Days
Oman Free (over AED 400) 3-5 Working Days
Kuwait Free (over AED 400) 3-5 Working Days
Bahrain Free (over AED 400) 3-5 Working Days

I want to change my address

Changing your address is just in some cases possible. Our Service Crew can tell you, if we are able to change your address. Use our contact form to get in touch.

Track Your Order

With your shipping confirmation, you’ll receive an consignment number, that you can enter under the following link, to check the status of your parcel. After the shipping confirmation, it can take up to 24 hours, till the system has registered your parcel with Aramex. Should the status of your order be stuck for over two weeks, please contact or service crew over the ‘Contact-Function’.(bottom right screen corner).

Returns & Refunds

How do I return items?

You can revocate Kapten & Son products, that you’ve ordered in our online shop within 14 days after receiving the order. In order for an item to be eligible for a refund, it must comply with the following rules:

  • The item must be unused and show no visible signs of usage and/or damage.
  • The item must be in the original packaging.
  • Any accessories must be with the item, such as case, strap, strap tool and similar.

You must inform us of your revocation by using our online return form, which you can find here. We will then let you know within 24 hours if your purchase is still within the refund period. We verify this with the delivery provider. You will then be asked to send us back the product and provide us with the shipment tracking code. Please be aware that the return costs are borne by the buyer and we do not cover them in case of revocation.

Once we have received your item, we will inspect it for any damage and if the item is complete. After this we will refund you the amount via the same payment method you have used, except for Cash on Delivery. Cash on Delivery purchases are only receiving a refund via Kapten & Son credit within the official GCC online store.

How can I change my order?

You’ve sudenly fallen in love with a different model and would like to change the one you’ve ordered? Of course, that is possible. Since we don’t do direct exchanges due to logistical reasons, you have to revocate your product. As soon as we receive the return, we will refund the amount to your account. With the refund you can order your new prefered product.

Complaint/Warranty

Warranty

Kapten & Son stands for quality and long life duration. Therefore we guarantee you a warranty of 24 months from the date of purchase of your Kapten & Son products. This exists additionally to the legal warranty. Within the warranty period we will correct all defects, due to material or manufacturing defects free of charge.

In those cases please reach out to our Service Crew via our contact form https://kapten-son.com/en/rma/. We will try to get in touch with you as quickly as possible and find a solution for the problem.

Warranty does not cover:

  1. Any kind of damage concerning the battery or straps of every kind.
  2. Damage caused by incorrect usuage and accidents (e.g. shock, fall, high water intrusion, scratches on glas)

The warranty does not extend by unauthorized interference of the buyer or third party. The warranty period does not prolongue through taking use of the warranty. Neither can contamination of the product cause warranty claims. If your Kapten & Son product has defects, please include your invoice as voucher when reclaiming the product.