Terms of service
Last updated: 11 October 2026
These Terms & Conditions (“Terms”) apply to all retail purchases made through CAPELLO (the “Website”), including custom orders quoted by email, and govern the sale and supply of goods by:
- Seller: Elias Censi t/a CAPELLO, sole trader (“CAPELLO”, “we”, “us”, “our”)
- Business address: 27 Eastern Road, Birmingham B29 7JP, United Kingdom
- Email: support@capello.co
- Website: capello.co
- VAT number: 507 2457 02
By using our Website and/or placing an order, you agree to be bound by these Terms and our Return & Refund Policy, Shipping Policy and Privacy Policy (together, our “Policies”).
1) Definitions
- Buyer / You: the customer purchasing goods for personal purposes.
- Goods: hair systems (toupees/hairpieces), accessories, adhesives/tapes/removers, and aftercare products.
- Custom / Made-to-order: any hair system produced or modified to your specifications.
2) General terms of supply
All orders are subject to availability. We reserve the right to refuse or cancel orders, including where we suspect fraud, misuse of promotions, or pricing/stock errors.
No variation to these Terms is effective unless agreed in writing by CAPELLO.
3) Product information and suitability
Product descriptions, images, and guidance are provided for general information. Colour and appearance may vary due to lighting, screen settings, and manufacturing tolerances.
Some editorial images on the Website may have been edited with the use of AI.
Customer photos are never published or shared without the customer's explicit permission.
Any care/installation guidance is general and does not replace professional judgement. Hair system lifespan and results vary by use, maintenance routine, scalp conditions, adhesives, and styling.
4) Prices, VAT, duties and payment
Prices are shown in the currency selected on the Website (GBP, EUR, USD). Where applicable, VAT will be shown at checkout (or included as required by law). Delivery charges (if any) are shown at checkout.
All orders are shipped Delivery Duty Paid (DDP). Import duties and taxes are included in the price you pay, and there is nothing further to pay on delivery.
We reserve the right to change prices and correct pricing errors at any time.
Payment is taken in full at the time of order via the payment methods offered at checkout. We do not normally accept deposits. For large orders we may agree a deposit by exception, as stated in your quote. We may use fraud-prevention checks and may request additional verification.
5) Order placement, acceptance, and amendments
When you place an order, you make an offer to purchase. An order is accepted only when we confirm dispatch or otherwise confirm acceptance in writing.
Occasionally an item ordered as stock is not available for immediate dispatch. This mainly happens with high grey percentages and less common colours. If this applies to your order, we contact you immediately after you place it to confirm the timeline, and you can cancel for a full refund. See our Shipping Policy.
Once an order is placed, changes may not be possible. If your order has not yet been processed, we may (at our discretion) amend delivery details or cancel the order. If the order has already been processed/packed or dispatched, unwanted items must be handled under our Return & Refund Policy.
6) Custom / made-to-order hair systems
Custom orders are quoted by email. Quotes are valid for 5 days.
The custom order form you complete, which you receive by email as confirmation, is the record of your specifications, together with any changes agreed with us in writing.
When ordering Custom goods, you are responsible for ensuring all specifications (including measurements, templates, base size/shape, density zoning, colour, curl/wave, ventilation direction and any instructions) are accurate at the time of ordering.
Custom goods are non-returnable and non-refundable for change of mind. If a Custom system arrives faulty or not as described, it is repaired or replaced under warranty, in line with your statutory rights and our Return & Refund Policy.
Amendments to a Custom order are accepted depending on the stage of production at the factory. Cancellation may not be possible once production has started. Where we agree to a cancellation/amendment in exceptional circumstances, a fee may apply to cover incurred costs.
Production times for Custom goods are set out in our Shipping Policy. Lead times are estimates only and not guaranteed. We are not liable for disappointment or costs arising from delays outside our control.
In-person support (UK). In selected UK areas, customers can get in-person help with template creation and a first install, from us or from a local wearer who uses CAPELLO products. This support is free in areas close to us. Elsewhere it is offered at our discretion or that of the local wearer, and a contribution to travel costs may be requested. Local wearers are independent and are not paid by CAPELLO.
7) Shipping, fulfilment routes, and delivery
DISPATCH We receive stock and dispatch orders from the United Kingdom to customers worldwide. For some products, orders to customers in the European Union may be dispatched from within the EU. All units are inspected before final dispatch to ensure consistency and quality.
DUTIES AND TAXES All orders are shipped Delivery Duty Paid (DDP). See Section 4 and our Shipping Policy.
DELIVERY TIMES Estimated delivery times are set out in our Shipping Policy. Delivery times are estimates and not guaranteed. We are not responsible for delays caused by carriers, customs authorities (where applicable), weather conditions, strikes, or other events outside our control.
RISK & DELIVERY Risk passes to the customer upon delivery to the address provided (or as otherwise required by applicable law). If a parcel is lost or damaged before delivery, see our Shipping Policy.
If you instruct the carrier to leave a parcel in a “safe place”, responsibility for any loss or damage after delivery may rest with you and/or the carrier.
8) Damaged, incorrect, or missing goods
Please inspect goods promptly on delivery.
If goods are damaged, incorrect, or items are missing, please notify us as soon as possible and within 48 hours of delivery, providing photos and details so we can investigate with the carrier and/or fulfilment partner. This reporting window does not limit your statutory rights.
9) Returns and refunds
Returns and refunds are governed by our Return & Refund Policy, which forms part of these Terms. Please read it before ordering.
Nothing in these Terms limits your statutory rights under applicable consumer law.
10) Use of products and customer responsibility
You are responsible for selecting appropriate products for your needs and for safe use of adhesives/solvents (including patch testing where recommended). We are not responsible for damage caused by misuse, incorrect attachment/removal, harsh chemicals, excessive heat, unapproved treatments, or third-party services (including salons/technicians).
11) Liability and statutory rights
Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud, or any liability that cannot be excluded under law.
Subject to the above, and to the maximum extent permitted by law, CAPELLO is not liable for indirect or consequential losses (including loss of profit, revenue, business, or opportunity). Our total liability for any claim relating to an order will not exceed the amount paid for the relevant goods.
12) Intellectual property
All Website content, branding, and materials are owned by or licensed to CAPELLO. You may not copy, reproduce, or distribute any content without written permission.
13) Governing law
These Terms are governed by the laws of England and Wales.
14) Contact
Questions about these Terms should be sent to support@capello.co