FAQ's
Q's
A. Can I phone you with my order?
B. I have placed an order and need to change it?
C. Do the caps have different sizes?
E. How do you secure honourcaps.com?
F. I am ordering from a country not on your international postage list, will you still post?
2. Delivery
A. How do you deliver the orders?
B. Am I able to track my order?
C. If I am unable to be in when the order arrives what happens?
D. The order has not been delivered yet, what do I do?
E. Can we pick up the order from your office or deliver back returns to the office?
F. Are you able to send to BFPO addresses?
G. As an international customer will I face customs charges?
3. Returns and Exchanges
A. If I would like an exchange or refund do I have to pay the return postage?
B. How long would it take to receive my refund or process my exchange?
C. My return has been sent but you have not received it, what do I do?
D. I have received an incorrect order, what happens now?
4. Cap Designing
A's
1 The Shop
A. Can I phone you with my order?
Yes no problem, just call 0141 554 0448 and one of our customer service team will be more than happy to take your order. Our office is open Monday-Friday 9-5pm. Back
B. I have placed an order and need to change it?
As long as the item is not dispatched we can amend your order, call us on 0141 554 0448 so we can respond quickly. Back
C. Do the caps have different sizes?
Only the Cricket Caps have a size choice as Honours Caps and Graduation Caps are ornamental and not sold as wearable items. Use our size guide to help select the correct size. Back
We accept all major credit cards and Paypal. For a complete list see the bottom of the home page. Back
E. How do you secure honourcaps.com?
We use the very latest SSL Certification to secure the site. This means your transaction with our server is fully encrypted and protected ensuring a safe and secure transaction. A copy of our SSL certificate is available on the bottom of the home page with all the payment information. Back
F. I am ordering from a country not on your international postage list, will you still post?
Unfortunately if we have no postage agreement we are unable to deliver orders to the country concerned. Back
2 Delivery
A.How do you deliver the orders?
What Royal Mail Service. Back
B.Am I able to track my order?
Yes. Each of our Royal Mail deliveries has a unique 9-21 character reference that can be tracked on this link. Back - ROYALMAIL
C.If I am unable to be in when the order arrives what happens?
In these cases the courier will leave a card at the address with further instructions about the delivery. Back
D.The order has not been delivered yet, what do I do?
If you have received notification from us that the item has been dispatched please wait the full 5 DAYS before contacting us. Most of our orders will arrive within the period allowed, please contact us immediately if this is not the case. Back
E.Can we pick up the order from your office or deliver back returns to the office?
We do not offer a collection facility and returns can only be made using the return procedures advised. Back RETURNSLINK
F.Are you able to send to BFPO addresses?
We are happy to deliver to BFPO addresses using our UK delivery methods.
Please note, however, that we are only responsible for delivery to the BFPO depot in the UK. Movement of goods between the depot and your delivery address is the responsibility of the BFPO and we are not liable after this point.
Further BFPO Notes;
Certain BFPO addresses are eligible for VAT free sales.
We do, however, require that VAT is paid with your order and, if applicable, we shall then refund this.
BFPO outside EU
If your BFPO address is outside the EU, your VAT is eligible for refund and this refund will be processed upon our checking the details of your BFPO address against the British Forces list.
BFPO inside the EU
Certain BFPO locations within the EU are eligible for VAT free sales.
Before we can issue a VAT refund for an order dispatched to a BFPO address which is within the EU, UK VAT legislation requires us to obtain a "certificate of entitlement" confirming that the items have been shipped to and received by a qualifying body or person as set out in paragraph 14.2 of HM Revenue and Customs Notice 725 dated December 2009.
We can accept a copy of the order receipt which was dispatched with the item(s), signed and stamped by the head or acting head of the embassy, high commission, consulate, visiting force contingent or international organisation, with evidence of the official status of the signatory.
For goods which are shipped to BFPO customers in Cyprus or Germany, we require a certificate from the person(s) placing the order uniquely identifying the supply for which relief is claimed, and claiming entitlement as follows:
- for British forces in Cyprus - under Article 14(1)(g) of EC Council Directive 77/388/EEC, or
- for a visiting force in Germany - under Article 15(10) of EC Council Directive 77/388/EEC.
We require this certificate in accordance with Section 14 of HM Revenue and Customs Notice 725 dated December 2009. If this certificate is not supplied, we cannot make a refund.
Honour Caps (BFPO/VAT)
c/o Accounting
43, Whitlawburn Terrace
Cambuslang
Glasgow G72 8BZ
British Forces Germany
1. Order your goods, paying the full amount including VAT.
2. Get a BFG 60 from your BFG/Tax-Free office (it's the same form for importing cars).
3. Send the form off to JHQ (BFG office will do it for you) with a stamped addressed envelope.
4. You will be issued with a Form 80, which is your entitlement form.
5. Go back to your BFG/Tax-free office and they will issue you with a completed exemption certificate.
6. Make photocopies of all your documents (for you to keep) and send the exemption certificate to the address above.
7. We will refund the VAT back, to your original method of payment, on receipt of the completed documents.
G.As an international customer will I face customs charges?
Yes. Customs from individual countries will apply as appropriate their percentage charge to the goods imported. Please contact your countries Customs for specific rates. Back
3. Returns and Exchanges
A.If I would like an exchange or refund do I have to pay the return postage?
You do if it is a standard return or a standard shop item, for faulty goods you will have to pay for the return, however, a refund for postage will be given if you forward a copy of the postage receipt. Back
B.How long would it take to receive my refund or process my exchange?
We will aim to do this under normal circumstances within 7 days of agreeing to the refund (often this is quicker). Back
C.My return has been sent but you have not received it, what do I do?
Contact your courier immediately to track if there may be a problem. If there is going to be a delay please let us know so we can help. Back
D.I have taken receipt of an incorrect order, what happens now?
In the unlikely event of our warehouse making this mistake please call us at the earliest opportunity so we can resolve it in a timely manner. Our customer service team are available Monday-Friday 9-5pm on 0141 554 0448. Back
Please contact us on 0141 554 0448 to receive a returns number before sending any goods back to our warehouse. All returns must have the number clearly marked on the outer shell of the packaging. Back
4. Cap Designing
Go to the cap designer link on the front page and select the type of cap you would like to design. If you need help with the choice use the Cap Help pages to discover what you can do: Back
http://honourcaps.com/honour-caps-help
http://honourcaps.com/graduation-caps-help
We have a range of 17 cap material colours and 9 braiding colour options. Back
An Honour Cap is produced to commemorate an event of your choice. We have made the caps as gifts for passing a driving test or to remember a golfing day out. Amature and professional sports clubs use them to honour player achievements and university's use them to mark academic achievements. Back
If you have any questions regarding the FAQ's please call the customer service team on 0141 554 0448, or international on +44 141 554 0448.
Our Customer Service team are also available on cs@honourcaps.com or use the Contact Us page to send a message.