FAQ Page

I'VE CONTACTED CUSTOMER CARE AND NOT RECEIVED A REPLY

Our customer care team will always respond to your queries as quickly as possible. During busy periods or national holidays there may be a slight delay, if this is the case it will be mentioned in the email we send to you upon receipt of your enquiry. If you have not received a response from our customer care team, we recommend you check your spam settings and junk folders in your inbox. Emails from our customer care team will always come from info@luckysevencaps.com.

 

IS WHAT I SEE WHAT I GET?

We strive to make sure that all images and descriptions are as accurate as possible, however there are technical limitations and slight variations in colour and texture between the pictures and the items themselves must be expected.

 

HOW DO I CHANGE THE CURRENCY ON-LINE?

Our website recognizes the IP address of the device being used and matches this to the appropriate currency. If you’re using a device abroad you may need to alter the currency in the top right-hand corner of the website.

 

HOW DO I KNOW IF THE CAP I WANT IS IN STOCK?

Anything out of stock will be listed as ‘SOLD OUT’ on the website. On the rare occasion that we are unable to supply a cap that you have ordered, we will notify you by email. We can offer an alternative product, or we can provide a full refund.

 

CAN YOU TELL ME IF YOU'RE GETTING AN ITEM BACK IN STOCK?

We do restock certain caps, patches & crests on a regular basis but cannot guarantee all products/sizes will become available. The best way to be sure is to send us information on the product and we can let you know if and when we are restocking.

 

DO YOU HAVE A CATALOGUE OF ALL YOUR PRODUCTS AVAILABLE?

We release new styles constantly throughout the year and therefore do not have a printed catalogue available to customers. Customers who wish to be kept informed of new styles should subscribe to our email newsletter and set preferences to receive notifications about new collections and collaborations.

 

HOW DO I SUBSCRIBE TO YOUR E-MAIL NEWSLETTER?

Our newsletters are emailed to subscribers when we have something exciting to tell you. This gives you the chance to be the first to hear about our latest styles, collaborations, events and offers. When you place an order, we give you the opportunity to opt-in to our newsletter and set preferences about what you would like to be contacted about. We respect your privacy and will not pass on your details to any other companies or organisations and will only use your email to send you the newsletters. You can also unsubscribe at any time.

 

HOW DO I OPT-OUT OF THE E-MAIL NEWSLETTER?

To opt-out of our email newsletter, simply click on the ‘Unsubscribe’ link at the bottom of the email we sent you. You will then be instantly unsubscribed and will receive no further e-mail newsletters unless you choose to re-subscribe to them.

 

WHAT TYPES OF PAYMENT DO YOU TAKE?

We accept PayPal, Apple Pay, Google Pay, Visa, Visa Electron, American Express, MasterCard, Switch/Maestro debit and credit cards.

 

IS ORDERING THROUGH THE WEBSITE SECURE?

Yes, our website is available in HTTPS (Hypertext Transfer Protocol over Secure Socket Layer). This means you are buying from us via a secure connection.  All payments processed are PCI compliant, so you can buy with security and comfort.

 

ARE MY CARD DETAILS STORED IN YOUR SYSTEM?

No. For your added protection your card details are not stored on our system. You will need to enter your card details each time you purchase from us.

 

CAN I SHIP MY CAP TO A DIFFERENT ADDRESS?

Yes, you can. You must still enter your billing address which will be authenticated when you place your order.

If your delivery address is not in a different country to your billing address, you may find that the currency of your order changes to reflect the delivery country.

 

I TRIED TO PLACE AN ORDER AND IT WAS UNSUCCESSFUL - WHY?

Make sure enter your card details correctly. We require the card number (the long number that runs through the middle of the card), the expiry date and the CVN (The Card Verification number - the last three digits on the reverse of the card). If you have a Switch/Maestro card, your card may also have a Card Issue Number and/or a Issue Date. If your card has these, you must enter them exactly as presented on the card.

Other reasons for an unsuccessful order might include: card expired, card not authorized by the issuing bank, address not successfully verified etc. For security reasons, we cannot disclose the exact reasons for an unsuccessful order.  Please note that we use advanced fraud screening software to identify and stop fraudulent purchases. This is for your own protection.

 

HOW DO I USE A PROMOTIONAL CODE?

You’ll see the option to ‘Enter a Promo Code’ at the online checkout. To redeem the offer, just enter your code into the box. Only one code can be used per transaction. Make sure you do this before placing your order - promotion codes cannot be applied afterwards. T&C apply.

HOW DO I CONTACT CUSTOMER CARE?

Customer care is very important to us and we'll respond to your queries as quickly as possible. You can contact us via info@luckysevencaps.com.

I'VE CONTACTED CUSTOMER CARE AND NOT RECEIVED A REPLY

Our customer care team will always respond to your queries as quickly as possible. During busy periods there may be a slight delay on response times however these will always be advertised on the email confirmation receipt you receive once you've sent an email to our team.

If you have not received a response from our customer care team, we recommend you check your Spam settings and Junk folders in your inbox. Emails from our customer care team will always come from info@luckysevencaps.com.

I PURCHASED AN ITEM AND NOW IT'S REDUCED IN YOUR SALE

As a competitive online business we adjust our pricing in response to fashion trends, stock and demand from our customers. It is our general view not to refund the difference as with all retailers this is the nature of sale. It is ultimately very likely to happen with most of our products excluding continued pieces; as we move from one season to the next, however it is down to individual to run the risk of waiting for sales and promotions for their product to be sold out in the colour or size required. If the purchase was made within the last 14 working days please contact our customer care team who will be happy to advise you further.

IS WHAT I SEE WHAT I GET?

All images, descriptions and prices are accurate and we aim to keep all information as accurate as possible, however, at times an error may occur.

If for some reason, an item is purchased at the incorrect price it will be put on hold, and the option of placing a new order with the correct price or cancelling your order outright will be given. In circumstances where we are unable to contact you, the order will be automatically cancelled.

We try to ensure that pictures of the items on the Website are as accurate as possible, but there are technical limitations and slight variations in colour and texture between the pictures and the items themselves must be expected.

HOW DO I CHANGE THE CURRENCY ON-LINE?

Our website recognizes the IP address of the device being used and matches this to the appropriate currency. So if you’re using a device abroad you may need to use a specific website to see the correct currency for you. Please see below of the different sites and currencies: Shop in GBP Shop in USD Shop in EUR

How do I know if the cap I want is in stock?

Anything out of stock will display a label telling you so, you can also refine products on a listing page to only show items that are available.

Can you tell me if you're getting an item back in stock?

We do restock certain Caps, Patches & Crests on a regular basis but cannot guarantee all products/sizes will become available. The best way to be sure is to send us information on the product and we can let you know when we might expect more back in. Due to the huge range of product we offer, we are confident however, that we will have something in stock to suit your requirements.

Do you have a catalogue of all your products available?

We release new styles constantly throughout the year and therefore do not have a printed catalogue available to customers. Customers who wish to be kept informed of new styles should subscribe to our Email Newsletter.

How do I subscribe to your E-mail Newsletter?

Our Newsletters are emailed to subscribers when we have something exciting to tell you. This gives you the chance to be the first to hear about our latest styles. Subscription is free. When you place an order, we also give you the opportunity to opt-in to our newsletter. We respect your privacy and will not pass on your details to any other companies or organisations and will only use your email to send you the newsletters. You can also unsubscribe at any time.

How do I opt-out of the E-mail Newsletter?

To opt-out of our email newsletter, simply click on the ‘Unsubscribe’ link at the bottom of the email we sent you. You will then be instantly unsubscribed and will receive no further E-mail Newsletters unless you choose to re-subscribe to them.

What types of payment do you take?

As well as PayPal, we accept Visa, Visa Electron, Mastercard and Switch/Maestro debit and credit cards. Look for these symbols on your card - if your card has one, then you can use it

Is ordering through the website secure?

Yes, our website is available in HTTPS (Hypertext Transfer Protocol over Secure Socket Layer). This means you are buying from us via a secure connection.  All payments processed are PCI compliant so you can buy with security and comfort.

Are my card details stored in your system?

No. For your added protection your card details are not stored on our system. You will need to enter your card details each time you purchase from us.

Can I ship my cap to a different address?

Yes you can. You must still enter your billing address which will be authenticated when you place your order. If your delivery address is not in the same country as your billing address, you may find that the currency of your order changes to reflect that delivery country. Also, due to licencing restrictions, not all products are available to be delivered to all countries, but don’t worry, the basket will tell you if the item in your basket has licencing restrictions in that delivery country.

I tried to place an order and it was unsuccessful - why?

Make sure enter your card details correctly. We require the card number (the long number that runs through the middle of the card), the expiry date and the CVN (The Card Verification number - the last three digits on the reverse of the card). If you have a Switch/Maestro card, your card may also have a Card Issue Number and/or a Issue Date. If your card has these, you must enter them exactly as presented on the card.

Other reasons for an unsuccessful order might include: Card expired, Card not authorized by the issuing bank, Address not successfully verified etc. For security reasons we cannot disclose the exact reasons for an unsuccessful order

Please note that we use advanced fraud screening software to identify and stop fraudulent purchases. This is for your own protection. We work closely with the Police to prosecute criminal activity

What happens if an item I order is not in stock?

On the rare occasion that we are unable to supply a cap that you have ordered, we will notify you by email. We may offer an alternative product or we can provide a full refund.

How do i use a promotional Code

You’ll see the option to ‘Enter a Promo Code’ at the online checkout. To redeem the offer, just enter your code into the box. Only one code can be used per transaction. Make sure you do this before placing your order - promotion codes cannot be applied afterwards. T&C apply.