Refund policy

Returns

We offer a 30-day return window from the day your order is delivered. To return within this window, pieces should be unworn, unwashed, with all tags attached and in their original packaging.

How to return

  1. Email hello@wearcapsule.com with your order number.
  2. We will send a returns form and the returns address.
  3. Post the piece back to us. UK return postage is free.
  4. Refunds are made to your original payment method within 14 days of the return reaching us, and usually within 5 working days.

Exchanges

Our collection is small, so rather than exchanging we recommend placing a new order for the size you need. This gets the right piece to you faster. We refund the original order once it is back with us.

International returns

Returns from the EU and US follow the same 30-day window and condition rules, with these differences.

European Union

Within 14 days of delivery there is no restocking fee. You pay the return postage, and we refund the price of the piece and the original standard delivery charge. From day 15 to day 30, a restocking fee of £50 applies and you pay the return postage.

United States

A restocking fee of £50 applies to all returns, and you pay the return postage.

The restocking fee is £50 (charged in pounds; the equivalent in your currency will be deducted from your refund). Duties and import taxes paid at checkout are not refunded, except where the law requires it. A restocking fee never applies to faulty pieces.

Your legal right to cancel

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order at any time from the moment you place it until 14 days after the day you receive it. You do not need to give a reason.

To cancel, email hello@wearcapsule.com with your order number. If your order has not yet been dispatched, we will cancel it and refund you in full straight away. If it has been dispatched, return it to us within 14 days of telling us you wish to cancel, and we will refund you in full, including standard delivery, within 14 days of receiving the piece back.

This legal right sits alongside our 30-day return window and is not limited by it. We may reduce a refund to reflect any reduction in a piece's value caused by handling beyond what is needed to assess it, as the law allows.

If you live in the EU, you have the same 14-day right to withdraw under EU consumer law. You pay the cost of sending the piece back.

Pre-orders

A pre-order can be cancelled for a full refund at any time before it is dispatched. Email hello@wearcapsule.com with your order number.

Faulty pieces

If something is wrong with your piece, we will put it right. Under the Consumer Rights Act 2015 you are entitled to a full refund within 30 days of delivery if a piece is faulty, and to a repair or replacement after that. Email hello@wearcapsule.com with your order number and a photograph of the fault, and we will arrange the return at our cost.

What cannot be returned under the 30-day window

  • Pieces that have been worn, washed, or altered
  • Pieces without their original tags or packaging
  • Final-sale or archive pieces, clearly marked on the product page

None of this affects your statutory rights.