frequently asked Questions

Welcome to the CAPTN Coffee FAQ page! Here you'll find answers to the most frequently asked questions about ordering, payment, and delivery in our shop.

Order & Payment

Can I pick up my order locally?

Yes! Orders can be picked up using Click & Collect. Detailed information can be found on our Click & Collect page.

Is delivery to parcel shops or packing stations possible?

Yes! Shipping to DHL parcel shops and Packstations is possible. You can find detailed information on our Parcel Shops & Packstations page.

Can I change the delivery address of my order?

Please contact us as soon as possible using our contact form or by email to support@captncoffee.com . A change to the delivery address is only possible before your order has been handed over to the shipping service provider.

How do I receive an invoice for my order?

After your order has been handed over to the shipping service provider, we will automatically send you an invoice by email .

Which payment methods can I choose?

We accept the following payment methods: Bank transfer ( advance payment ), credit card , Paypal ( Express ), Klarna ( instant transfer, invoice, installment purchase, direct debit ), Google Pay , Apple Pay , eps , iDEAL , Bancontact , Shop Pay , Sofort .

Is delivery abroad possible?

Yes! International shipping is possible. For shipments to other European countries, the shipping fee will be calculated at checkout. For purchases over €499, shipping costs are waived for shipments within the EU. Shipping costs for shipments outside of Europe will be calculated at checkout.

Can I order coffee by subscription?

Yes! With our coffee subscription, you can automatically reorder your favorite coffee at a delivery interval of your choosing. The coffee will then be delivered to you at the desired interval.

Can I buy gift vouchers for the shop?

Yes! You can purchase gift vouchers in denominations of €10, €25, €50, and €100. Immediately after purchase, you'll receive the voucher code via email.

Shipping & Delivery

Can I track the status of my order?

Yes! You can view the status of your order using DHL's tracking service . You will receive your package's tracking number by email once your order has been processed.

My package was damaged during delivery, what should I do?

Please contact us as soon as possible using our contact form or by email to support@captncoffee.com . We will then contact the shipping provider.

My order is incomplete, what should I do?

Please check again to see if the goods you received match the information in your shipping confirmation. If a product is missing from your order, please contact us within 14 days, providing your order number, using the contact form or by emailing support@captncoffee.com .

I received the wrong product, what should I do?

Please double-check that the goods you received match the information in your shipping confirmation. If you have received the wrong product, please contact us as soon as possible after receiving the package, providing your order number, using the contact form or by email at support@captncoffee.com .

I haven't received my order, what should I do?

Please check the status of your shipment using DHL tracking .

The shipment was delivered, but you haven't received your package? Check whether your neighbors have accepted your shipment or whether the package is available for pickup at a post office. If this isn't the case, please contact us with your order number using our contact form or by email at support@captncoffee.com . We will then contact the shipping provider.

returns

How much does the return cost?

In Germany, we cover the return shipping costs for cancellations within 14 days, provided the provided return label is used. For returns from abroad, the customer bears the return shipping costs themselves. Detailed information on return shipping can be found on our Returns & Returns page.

How do I get my return label?

Request a return in your order overview or contact us using our contact form . After a brief review, you will receive an email with a link to create a return label. Detailed information on returns can be found on our Returns & Returns page.

When will I receive my refund?

After receiving and inspecting the goods, we will refund the amount within 14 days to the original payment method. Detailed information on returns can be found on our Returns & Returns page.

My product is defective, what should I do?

Please contact us via our contact form or by email at support@captncoffee.com . Please include a detailed description of the problem and your order number. We'll get back to you after a quick review.