Refund policy
Return Policy
We want you to be happy with your purchase! If you’re not satisfied, we offer a 30-day return policy, meaning you have 30 days from receiving your item to request a return.
To start your return, please visit our Returns Center or contact us at heretohelp@allcapstudio.com.
Eligibility for Returns
To be eligible for a return:
- Items must be in the same condition as you received them—unworn, unused, with tags, and in their original packaging.
- Proof of purchase (e.g., receipt) is required.
Once your return is approved, we’ll provide a shipping label and instructions on how to send your package.
Important: Items sent back without prior approval will not be accepted.
Please send returns to the following address:
Pier 59, Chelsea Piers, New York, NY 10011
For any questions about returns, feel free to contact us at heretohelp@allcapstudio.com.
Damages and Issues
Please inspect your order upon receipt and contact us immediately if:
- The item is defective or damaged.
- You received the wrong item.
We’ll evaluate the issue promptly and make it right.
Non-Returnable Items
Certain items cannot be returned, including:
- Perishable goods (e.g., food, flowers, plants).
- Custom or personalized products.
- Personal care items (e.g., beauty products).
- Hazardous materials, flammable liquids, or gases.
We also cannot accept returns on sale items or gift cards. If you’re unsure about the return eligibility of your item, please reach out to us at heretohelp@allcapstudio.com.
Exchanges
The quickest way to receive a replacement is to return the item you have. Once your return is accepted, you can place a new order for the desired item.
European Union 14-Day Cooling-Off Period
If your order is being shipped into the European Union, you’re entitled to cancel or return your order within 14 days, for any reason and without justification. The item must meet the same conditions as outlined above (unworn, unused, with tags, and in its original packaging). Proof of purchase is required.
Refunds
Once we’ve received and inspected your return, we’ll notify you of our decision. If approved, a refund will be processed to your original payment method within 10 business days.
Please note that it may take additional time for your bank or credit card provider to process the refund. If you haven’t received your refund after 15 business days, please contact us at heretohelp@allcapstudio.com.