Terms & Conditions

Privacy

The personal information you forward to Penelope LAb s.r.l. will only be used in order to fulfill the undertakings Penelope LAb s.r.l. have and to assure you the best service. Penelope LAb s.r.l. will not let a third party see or use your personal details without your prior consent. You have the right to see your personal details upon request. If the information is incomplete or incorrect, you have the right to have the information corrected or deleted.
 If you wish to end your subscription of information from Penelope LAb s.r.l., please send an email to [email protected]

Cookies

Cookies are used by the Captain Santors web store in order to improve your experience when browsing and using the website. The cookie identifies your computer and allows the site to remember your personal settings. The Captain Santors web store will not operate properly when cookies are disabled in your web browser.

Disclaimer

Captain Santors ambition is for the website to always be up and running, however Penelope Lab srl  cannot guarantee this. When we have received your order, you will receive an automatic e-mail confirming your order. We reserve the right not to deliver in the event that the stock level was incorrect at the time of receiving the order. Should we be unable to deliver in accordance with the terms in the confirmation of order, we will contact you and give you the opportunity to cancel the order.

Due to the color settings of your computer, the colors of the products shown in the pictures in the Captain Santors store can differ from their actual colors. Penelope Lab srl cannot be held responsible for any such discrepancy.

Prices

All prices in the Captain Santors  web store are stated in EUR. The price of each product is stated excluding shipping costs but including  IVA – TAX. 
 (22%)

Price changes

Penelope Lab srl reserves the right to change prices of the products sold. The prices of the products will, during the time of placing an order, be valid throughout that specific process.

Payment

Penelope Lab srl accepts payment by VISA / Mastercard / Euro Card/ Amex and Pay Pal.The full payment is charged when the package is dispatched. Credit card payment is made with our partner Ogone , largest company. All transactions are encrypted and 100% secure. We also accept and promote PayPal for the sequrity they provide for both parts in a transaction. Penelope Lab srl  reserves the right to hold all orders for two buisiness days to ensure a safe payment transaction.

As a measure to ensure the safety of both ends of the transaction, we only accept payments from credit cards issued in the same country the order is placed from.

Shipping Charges

You can select the shipping charge that suits you, standard, or express, the prices are indicated next to the shipping  method.

Tax Free (Non EU Customers) & import duties to pay.

All our prices include 22% IVA tax. Customers outside of the European Union, can shop tax free and will not be charged for any tax. This is to assist customers to any pending import duties that might accompany the shipment.

Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country

Any parcels returned to us due to customs charges being higher than expected, we reserve the right to refund the transaction minus all costs incurred.

Delivery

Estimated delivery times are 2-7 days within Europe and 5 – 20 days for the rest of the world.

Orders are shipped weekdays Monday – Friday, orders placed during the weekend will be processed the following weekday.

Currencies

Penelope Lab srl cannot  be held responsible for any currency changes or currency exchange rates any bank may have when exchanging the EUR into any other currency.

Uncollected packages

Penelope Lab srl will not pay return shipping costs for uncollected packages.

Exchanges, returns and refunds

If you wish to return or exchange a product, please contact us at [email protected]  as soon as possible to reserve another product/size.

During 14 days from the delivery of your package , you may request to exchange or return your order. You must return the purchased products to the Captain Santors web store in perfect condition. The products should not have been worn, used or washed. Returns will only be accepted if the products are returned with the original packaging fully intact and the original labels still attached to each product. You must also return the original invoice. Penelope Lab srl will not compensate for returned packages lost in the return shipping. Any shipping charges that may incur when returning the products are on your/customer responsibility. The cost of the merchandise (exept shipping /duty and  other costs tat the moment of purchase ) will be refunded if all demands are met. Refunds for returned products will be made as soon as possible, 3 business days at the latest, after Penelope Lab srl  receives the returned products. The refund will be made through the payment method you used for the order in question. Please note, that additional duties, taxes or any additional charge you may have will not be refunded by Penelope Lab srl. In the case of an exchange,Penelope Lab srl will not add additional charges for shipping of the new items. Please note, Refunds or Exchanges are not valid with Magazines and Books.

International orders may be returned using any method of your choice, at your expense. We recommend using a trackable and insured service.

In case of returns, send the item to the following adress to ensure correct delivery:

Penelope LAb s.r.l. , Piazza Galileo n. 5 Bologna 40123 ITALY

Exchanges and sale

During promotional offers the policy explained above will apply, during sale Penelope LAb srl will not accept exchanges or returns.

Contact information to customer service

If you have any questions please contact the customer service at [email protected]

Feedback and Complaints Policy

We welcome any comments about our service, so that we can improve what we are doing. We aim to deal with any problems quickly and fairly. If you have reason to complain about our service, please email our Customer Services Team stating clearly that you are making a complaint. Our aim is to respond to your complaint within a few working days, either resolving the complaint, or with a timescale for resolution

Sales / previous season

goods purchased during sales or previous season goods are not refundable , you can change these products for other goods, or you will get a store credit.

Pictures/photography

All images on this site;  copyright  Penelope lab srl.

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