Refund policy

RETURN & EXCHANGES POLICY

To start your return & exchange, go to here

ORDER CANCELLATION

Please check the size, color, quantity, recipient, shipping address, and other information carefully before making payment. Once the order is placed, Capelin Crew staff rush to pack and ship your ordered products. If you would like to cancel your order, please email us at info@capelin-crew.com, or try to reach us through the Chatbot on the website. If we haven’t processed your order, we can cancel it for you, however, your order cannot be canceled once it has been shipped.

WRONG SHIPMENT

If you receive the wrong products or short shipment, please contact us at info@capelin-crew.com, we will send you the correct products for free and take care of the return with no extra charge.

PRODUCT DEFECTS

If the product you receive is defective or has a functional problem, please contact Capelin Crew at info@capelin-crew.com within 15 days of your original receipt. Capelin Crew recalls products with defects globally, and we will process a return/refund after confirming the product problem. Capelin Crew will have pre-paid labels ready and refund the full order amount. Please make sure all returned goods are packed properly and safely to prevent possible shipping damage. Use the original packaging if possible. Please understand that we might reject your return if it’s damaged or lost due to improper packaging.

ON-SALE PRODUCTS

Please note, all products that were on sale are final sales and cannot be returned or exchanged.

RETURN & EXCHANGES

Other than product defects (quality issues), Capelin Crew offers returns for other reasons such as size unfit and color exchange, as we understand that our products are not made for every body shape. If you would like to exchange for a new size or a different color, kindly return the original order following the return policy below, let us know your new desired size and color, and we will have everything processed.

  • Returns are accepted within 15 days of your order shipment date.
  • Items returned must be in their original, unused condition with the original packaging. Items that are worn, damaged, washed, or altered in any way will not be accepted for returns.
  • Items sent back without contacting our Customer Service representative will not be accepted. Please note the address indicated on the packaging slip is not our return address. Items sent there will not be accepted for returns.
  • Your refund will be processed after we receive and inspect your returned package. For customers who paid by PayPal, your refund will be processed within 2 days after receipt of your package. For customers who paid by credit card, your refund will be processed in 7 days after receipt of your package.
  • You’ll also need the receipt or proof of purchase to return your package. Our customer can simply tell us your name and order #, and we will look it up for you.
  • If a returned item is shipped internationally, mark it as "RETURNED GOODS" to avoid any Customs charges. We are not responsible for any charges imposed on packages returned by Customs. Unless otherwise agreed upon, the refund will be processed through the same payment method as the original purchase. We will notify the buyer if the product or packaging is found used or damaged as we reserve the right to deduct any depreciation in value when refunding the product.
  • Returns other than quality reasons are only accepted once. The order that has already been exchanged can no longer be returned or exchanged. 

Our return policy for reasons other than quality issues varies by country. See details below:

Region (Country)

Return Accepted?

Return Policy

North America (Canada, US)

Yes

Products are returned to our warehouse in Canada. The buyer will be responsible for the return shipping cost. If buyers prefer to exchange sizes/colors/styles, an additional charge of the shipping fee also applies before a new shipment is made. 

Europe

No

Products are returned to our warehouse in China. Buyer will be responsible for the return shipping cost. If buyers prefer to exchange sizes/colors/styles, an additional charge of the shipping fee also applies before a new shipment is made. 

Australia, New Zealand

Yes

Products are returned to our warehouse in China. Buyer will be responsible for the return shipping cost. If buyers prefer to exchange sizes/colors/styles, an additional charge of the shipping fee also applies before a new shipment is made. 

Asia (Japan, Singapore, Hong Kong)

Yes

Products are returned to our warehouse in China. The buyer will be responsible for the return shipping cost. If buyers prefer to exchange sizes/colors/styles, an additional charge of the shipping fee also applies before a new shipment is made. 

 

Please follow the process below to process your returns (exchanges):

  1. Get in touch with our customer service representative by sending us a request from your registered account here. Alternatively, you can email us at Info@capelin-crew.com. Indicate which item(s) you would like to return and the reason.
  2. Our customer service representative will get back to you within 2 business days with a return address for you to ship your parcel. If the customer is exchanging a new product, he/she is responsible for additional shipping costs, a new order for shipping fee must be paid before return initiates. The expense of returning the product is also on the buyer given he/she is not eligble for a free return.
  3. Place the item(s) in the original packing and seal the parcel securely. Put the return address you received from our customer service representative onto the package.
  4. Drop off your package at your local post office.
  5. Once we receive your package, we will promptly process an exchange or issue a refund to your account in accordance with our returns policy within 1 or 2 business days.
  6. The entire return process will take about 3 processing days plus shipping time.