Refund policy
Returns & Refunds
We want you to love what you order. If something isn't right, here's exactly how we handle it — clearly, fairly, no small print.
Return Window
You have 30 days from the date of delivery to request a return on any unworn item. After 30 days, we're unable to accept returns except in the case of manufacturing faults — see section 07 below.
Return Conditions
To be eligible for a return, items must be:
- Unworn and unwashed
- In their original condition with all tags still attached
- Returned in their original packaging where possible
- Free from signs of wear, damage, makeup, or odour
We reserve the right to refuse returns that don't meet these conditions, or to apply a deduction from the refund to reflect the reduced resale value.
Non-Returnable Items
The following items cannot be returned:
- Gift cards
- Sale items marked as final sale at the time of purchase
- Custom or personalised items
How To Start A Return
Email us at returns@thecapcrafter.com with the following:
- Your order number
- The item(s) you'd like to return
- The reason for the return
We'll reply within one business day with return instructions and the address to send your items to. Please do not send items back without contacting us first — returns sent without prior authorisation may be delayed or refused.
Return Shipping
Return shipping is the customer's responsibility. We recommend using a tracked service, as we can't be held responsible for returns lost in transit. Original shipping costs are non-refundable unless the return is due to our error.
If your item arrived faulty, damaged, or incorrect, we'll cover the return shipping in full — see section 07.
Refunds
Once we receive and inspect your return, we'll process the refund within 3 business days. The refund will be issued to your original payment method.
Your bank or card provider may take a further 3–5 business days to display the refund on your statement. If it's been longer than 10 business days from when we confirmed the refund, please get in touch and we'll investigate.
Faulty Or Incorrect Items
If your order arrived faulty, damaged, or different from what you ordered, contact us within 7 days of delivery with photos showing the issue. We'll either:
- Send a replacement at no extra cost, or
- Issue a full refund including original shipping
You may not need to return the original item — we'll let you know during the conversation.
Exchanges
We don't process direct exchanges. If you'd like a different size, colour, or product, the fastest method is:
- Return the original item through our standard returns process
- Place a new order for the item you want
This avoids you waiting twice — once for the exchange to process, and again for the new item to be picked and shipped.
International Returns
The same return policy and 30-day window applies to all international orders. International return shipping is the customer's responsibility, and we recommend a tracked service.
Customs duties or import taxes paid on the original order are not refundable by us — these are set by your country's customs authority. You may be able to reclaim them directly through your local customs office.
Cancellations
If your order has not yet shipped, we can cancel it for a full refund. Email us as soon as possible — once an order is dispatched, we can't intercept it, and the standard return process will apply.
Your Statutory Rights
Nothing in this policy affects your statutory rights as a consumer. Customers in the UK have additional rights under the Consumer Contracts Regulations 2013, including the right to cancel an order within 14 days of receiving it for any reason.
Get In Touch
If you have any questions about your return or this policy, email us at returns@thecapcrafter.com. We answer every message personally, usually within 24 hours.
The Cap Crafter / Built Honestly