Refund policy
CAPSULE LONDON RETURNS POLICY
Last Updated: 4 June 2026
This Returns & Refund Policy applies to all purchases made through Capsule London.
It is designed in accordance with your statutory rights under UK consumer law, including the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015, as well as applicable EU consumer protection laws where relevant.
This policy is in addition to your legal rights, which are not affected.
1. RETURNS ELIGIBILITY (30-DAY RETURN WINDOW)
We offer a 30-day returns period from the date you receive your order.
To be eligible for a return, your item must be:
-
Unworn and unused
-
In the same condition that you received it
-
In its original packaging
-
With all original tags attached
-
Accompanied by proof of purchase (receipt or order confirmation)
Important: Items that are returned without tags attached or that show signs of wear, use, or alteration will not be eligible for a refund.
2. NON-RETURNABLE ITEMS
We reserve the right to refuse returns that do not meet the conditions above.
This includes, but is not limited to:
-
Items returned without original tags
-
Items that are worn, washed, damaged, or altered
-
Items returned outside the return window
-
Items returned without proof of purchase
-
Items sent back without an approved return request
3. HOW TO START A RETURN
To initiate a return, you may:
-
Submit a return request via your My Capsule account, or
-
Contact us at: orders@capsulelondon.com
Once your return request is reviewed and approved, we will provide:
-
A return shipping label (where applicable)
-
Full return instructions
-
The correct return address
Items sent back without first requesting and receiving approval for a return will not be accepted.
4. RETURN SHIPPING
Once approved, we will provide return shipping instructions.
Depending on the situation, return shipping may be:
-
Pre-paid by us (for faulty or incorrect items), or
-
Customer responsibility (for change-of-mind returns, where applicable)
Return conditions will always be clearly communicated when your request is approved.
5. DAMAGED, FAULTY OR INCORRECT ITEMS
Please inspect your order upon delivery.
If your item is:
-
Defective
-
Damaged
-
Incorrect
-
Or not as described
Please contact us immediately at orders@capsulelondon.com so we can assess the issue.
If confirmed, we will:
-
Offer a replacement
-
Or issue a full refund
-
Or provide an alternative resolution where appropriate
We are committed to resolving such issues fairly and quickly.
6. EXCHANGES
The fastest way to exchange an item is to:
1. Return the original item (once approved)
2. Place a new order for the replacement item
This ensures faster processing and guarantees availability of the new item.
7. REFUNDS
Once your return is received and inspected, we will notify you of the outcome.
If your return is approved:
-
Refunds will be issued to your original payment method
-
Refunds are typically processed within 10 business days
Please note:
-
Your bank or card provider may require additional time to complete the refund process
-
This delay is outside our control
If more than 15 business days have passed since your refund was approved, please contact us at orders@capsulelondon.com.
8. EUROPEAN UNION – 14-DAY COOLING-OFF PERIOD
If your order is delivered to a country within the European Union, you are entitled to a 14-day cooling-off period under EU consumer law.
This means you may cancel or return your order within 14 days of receiving it, for any reason and without justification.
To be eligible for an EU return:
-
Items must be unused and unworn
-
Items must be in original packaging
-
All tags must be attached
-
Proof of purchase must be provided
The same exclusions apply for items that are not returned in resalable condition.
9. RETURN OUTCOME & INSPECTION
All returned items are inspected upon arrival.
We reserve the right to:
-
Approve the return and issue a refund
-
Refuse the return if conditions are not met
-
Offer partial refunds where applicable (e.g. minor wear or missing packaging)
10. SHIPPING COSTS ON RETURNS
Original shipping fees are non-refundable unless:
-
The item is faulty
-
The item was sent incorrectly
-
Or otherwise required by law
11. LATE OR MISSING REFUNDS
If you have not received your refund:
1. Check your bank account again
2. Contact your payment provider
3. Contact your bank (processing delays are common)
If you still have not received your refund after 15 business days from approval, contact us at orders@capsulelondon.com.
12. LEGAL RIGHTS
Nothing in this policy affects your statutory rights under UK consumer law.
You are always entitled to a remedy where goods are:
-
Faulty
-
Not as described
-
Not fit for purpose