CAPELIN CREW | RETURN & EXCHANGE

Please note, all products that were on sale are final sales and cannot be returned or exchanged. All on-sale products are listed here: https://capelin-crew.com/collections/capelin-crew-on-sale-products 

All products not listed on above page is eliegible for our return policy.

 

Do you provide return pre-paid shipping label?

Yes in some countries, CapelinCrew collaborates third party service providers that enable us to have pre-paid shipping label from carriers globally. Carriers that CapelinCrew can print pre-paid labels include: USPS, UPS, FEDEX, DHL, Canada Post, Chronopost, DPD, Deutche Post, Colissimo, Evri UK. CapelinCrew works closely with carriers and receive discounted rates fromo these carriers. Please note, some countries and address do not support our third party service and we cannot create a return label on buyers' behalf. In this case, buyers will have to ship with the carrier of their own choice.

 

What country do you support pre-paid label printing?

Countries that CapelinCrew is able to print pre-paid label include but not limited to: US, Canada, UK, Germany, France. If you would like to know if your country supports pre-paid label, feel free to ask our support team at info@capelin-crew.com or WhatsAPP: +1 647-677-9198 

 

Do you provide free return/exchange?

No, CapelinCrew does not provide free returns. Buyers need to pay for the return shipping fee unless it is product defects. If it is product defect, please refer to our warranty page. Although CapelinCrew provide pre-paid label for return shipping, the cost of pre-paid label will be deducted from the final refund.

 

How much is return shipping fee?

The shipping fee depends on 1). product you ordered, and 2). where you are located. As a rough idea, each snow jacket will cost between 15 USD - 25 USD to return, and each pant costs around 10 USD - 20 USD to return. These amounts are only for reference. The further you are from our warehouse location, the higher the cost will be. Customers can check our warehouse locations below for reference.

• For UK customers, returning to our UK warehouse will cost around 15 Pound/jacket, this cost is for reference only.
• For EU customers, returning to our Germany warehouse will cost around 15 Euro/jacket, this cost is for reference only.
• For North America customers, returning to our Canadian warehouse will cost around USD 20 per jacket, this cost is for reference only.
• For Asia & Pacific customers, returning to our China warehouse will cost around USD 25 per jacket, this cost is for reference only.

CapelinCrew has several warehouse set up globally to make our customers' lives easier when things come to returning the parcel. Our warehouse for each market is located as follows:

• North America - Downtown Toronto, Canada.
• Europe - Cologne, Germany.
• UK - Colchester,  UK
• Asia Pacific - Hebei, China.

If you want to know how much you need to pay for returning before ordering, feel free to contact us at info@capelin-crew.com, or WhatsApp: +1 647-677-9198.

 

Exchange Procedure:

1. Login you your customer account by clicking the little man on the top right corner of the website using the email you placed your order. Don't worry if you did not create one. You can still login by requesting an one-time passcode.
2. Once login, you will see your orders and where you can "request return". 
3. Submit return request for the items you would like to exchange. 
4. If your address supports our third party label printing service, our customer service representative will get back to you within 2 business days with a return address and a return label for you to ship your parcel. 
5. If your address does not support our label printing service, our customer service representative will get back to you within 2 business days with a return address (no label) for you to ship your parcel. 
6. Refund will be applied back to your original payment method once we received your returned item.
7. Place another order for the product with correct variant that you would like to exchange to.

 

Return Procedure:

1. Login you your customer account by clicking the little man on the top right corner of the website using the email you placed your order. Don't worry if you did not create one. You can still login by requesting an one-time passcode.
2. Once login, you will see your orders and where you can "request return". 
3. If your address supports our third party label printing service, our customer service representative will get back to you within 2 business days with a return address and a return label for you to ship your parcel. 
4. If your address does not support our label printing service, our customer service representative will get back to you within 2 business days with a return address (no label) for you to ship your parcel.
5. Your order total will be refunded once received.

 

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 as soon as you can. If we haven’t processed your order, we can cancel it for you for free, 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.

 

RETURN & EXCHANGES POLICIES

• Returns are accepted within 30 days of your order recepient date.
• For returning/exchange other than quality related reasons, Buyer needs to be responsible for the returning shipping fee.
• Shipping fee and expedited shipping fee paid are not refundable.

• 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.

• Returns other than quality reasons are only accepted once. The order that has already been exchanged can no longer be returned or exchanged.