FREQUENTLY ASKED QUESTIONS

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. To start a return, you can contact us at info@couplescaps.com. Please note that returns will need to be sent to the following address: Rua da Lagoa de Baixo 43, Pico das Areias, Praia Grande, Colares, Sintra, 2705-334, Portugal.

If the reason for the return is due to a fault with the product, we will of course cover the cost of the return delivery. If however, you wish to return for another reason, please note that the customer must personally cover the cost of postage. If your return is for a faulty product, we will send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. You can always contact us for any return questions at info@couplescaps.com.

Damages and issues Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

Exceptions / non-returnable items Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we approved your return, please contact us at couplescaps@gmail.com.

Currently we send to the UK, mainland Europe, Canada and the USA. If you live in another country please email us at info@couplescaps.com and we will do our best to ship to you too.

TBC

You can reach out to us through our contact form on the website or by sending an email to info@couplescaps.com. We strive to respond to all inquiries promptly and provide the assistance you need.

All of our caps are one size and generally this fits "most" people. They are designed with an elasticated edge so this allows for a general one-size fit. If you would like a particular size, please get in touch via email on couplescaps@gmail.com