Refund policy

Last updated: September 2, 2026

At Capilom, we want you to feel comfortable when shopping with us. If you are not satisfied with an item you have received, you may request a return within 30 days, subject to the conditions outlined in this policy.

This Refund Policy explains when a return or refund may be requested, how to start the process, what happens after an item is returned, and when you can expect your refund.

1. 30-Day Return Period

Capilom accepts eligible return requests made within 30 days of the date you receive your order.

If you wish to return an item, please contact our customer service team within this 30-day period.

Email: support@capilom.com
Phone: +44 739 921 1591

When contacting us, please provide your order number and explain which item you would like to return.

Requests submitted after the 30-day return period may not be accepted unless otherwise required by applicable law.

2. Return Cost

Capilom provides returns at no cost to the customer for eligible returns covered by this policy.

If we provide specific return instructions or a return method, please follow those instructions carefully so that your return can be properly identified and processed.

You should not send an item to an address that has not been confirmed by Capilom for your particular return.

Our warehouse and returns address is:

Capilom
18 Lily Cl
London W14 9YA
United Kingdom

Please contact us before sending your return so that we can confirm the appropriate return procedure.

3. Return Conditions

To help us process your return, returned clothing should generally be:

  • Unworn

  • Unwashed

  • In its original condition

  • Free from noticeable damage caused after delivery

  • Returned with applicable original tags or labels where reasonably possible

  • Returned with the original packaging where reasonably possible

Items should be handled carefully while you are deciding whether to keep them.

We understand that customers may need to try clothing on to determine whether it is suitable. Clothing should not be worn beyond what is reasonably necessary to assess its fit, appearance, or suitability.

Items that have been altered, damaged, washed, heavily worn, stained, or otherwise returned in a condition that goes beyond reasonable inspection may not qualify for a full refund, subject to applicable consumer rights.

4. Starting a Return

To request a return, contact Capilom customer service:

Email: support@capilom.com
Phone: +44 739 921 1591

Customer service opening hours (GMT):

Monday to Friday: 09:00–17:00
Saturday and Sunday: Closed

Please include:

  • Your order number

  • Your name

  • The email address used for the order

  • The item or items you want to return

  • The reason for the return, where applicable

  • Any relevant photographs if the item is damaged, defective, or different from what you ordered

Our customer service team will provide the relevant instructions for your return.

5. Damaged or Defective Items

If an item arrives damaged, defective, or in a condition that is not consistent with what you ordered, please contact us as soon as reasonably possible after receiving your order.

Email: support@capilom.com

Please provide your order number and, where useful, clear photographs showing the issue.

We will review the information provided and determine the appropriate solution.

Depending on the circumstances, this may include a replacement, return, refund, or another appropriate resolution.

Your statutory rights under applicable UK consumer law are not affected by this policy.

6. Incorrect Item

If you receive an item that is different from the item you ordered, please contact our customer service team.

Please provide:

  • Your order number

  • The item you expected to receive

  • The item you actually received

  • Photographs of the item and packaging where appropriate

We will review the issue and provide instructions for resolving the problem.

Where the error is confirmed to have been caused by Capilom, the appropriate return or replacement process will be provided without placing an inappropriate cost on the customer.

7. Refund Eligibility

Once an eligible returned item has been received and reviewed, we will process the applicable refund.

A refund may be reduced or declined where an item does not meet the applicable return conditions, except where the law requires otherwise.

Nothing in this policy limits rights that cannot legally be excluded or restricted under applicable UK consumer law.

8. Refund Processing Time

Once your return has been approved, Capilom aims to process the refund within 10 days.

The time required for the refunded amount to appear in your account can also depend on the payment provider or financial institution used for the original transaction.

For example, if your purchase was made through PayPal, the refund will be returned through the applicable payment method or PayPal payment transaction.

Capilom cannot control processing times imposed by a customer's bank or external payment provider after the refund has been issued.

9. Original Payment Method

Where possible, approved refunds will be issued using the same payment method used for the original purchase.

For example, purchases made through PayPal will generally be refunded through PayPal.

We may request additional information where necessary to verify an order or prevent unauthorized refund requests.

10. Partial Refunds

In certain circumstances, only part of an order may be eligible for a refund.

For example, this may occur where:

  • Only some items from an order are returned

  • Certain returned items do not meet the return conditions

  • An issue affects only part of an order

Where a partial refund is appropriate, Capilom will refund the eligible portion of the purchase.

11. Promotional Items and Discounts

If an order was purchased using a discount code, promotion, or other offer, the refund amount may be calculated based on the amount actually paid for the returned item.

Where an order contains multiple products purchased as part of a promotion, the refund may depend on the terms of that particular promotion.

Any applicable promotional conditions will be taken into consideration when processing the refund.

12. Items That Cannot Be Returned

Certain items may be excluded from return where applicable, particularly where their nature means that returning them would be inappropriate or where an applicable legal exception applies.

Examples may include items that:

  • Have been personalized or altered at the customer's request

  • Cannot reasonably be returned for hygiene reasons after being used

  • Have been damaged through customer misuse

  • Have been washed or materially altered after delivery

Where an item is subject to a specific return restriction, the applicable restriction will be communicated where required.

Nothing in this section is intended to remove statutory rights that apply to consumers under UK law.

13. Exchanges

If you would like a different size, colour, or alternative item, please contact customer service.

Depending on stock availability and the circumstances of the request, we may provide instructions for returning the original item and placing a new order.

Email: support@capilom.com

14. Order Cancellation

If you have changed your mind about an order and it has not yet been dispatched, contact us as soon as possible.

We will try to accommodate cancellation requests received before dispatch.

Once an order has entered the shipping or fulfillment process, cancellation may no longer be possible. In that situation, you may need to follow the applicable return process after receiving the order.

This does not affect any cancellation or withdrawal rights you may have under applicable UK consumer law.

15. Consumer Rights

This Refund Policy is intended to operate alongside, and not replace, your legal rights as a consumer.

Depending on the circumstances, UK consumer protection laws may provide rights concerning goods that are faulty, not as described, not fit for purpose, or otherwise fail to meet applicable legal requirements.

Nothing in this policy is intended to exclude, restrict, or replace rights that cannot legally be excluded or restricted.

16. Return Address

Our warehouse and returns address is:

Capilom
18 Lily Cl
London W14 9YA
United Kingdom

Please contact customer service before sending a return to confirm the appropriate return instructions for your order.

17. Contact Information

For all return and refund questions, please contact Capilom:

Email: support@capilom.com
Phone: +44 739 921 1591

Customer service opening hours (GMT):

Monday to Friday: 09:00–17:00
Saturday and Sunday: Closed

We recommend keeping your order number and any relevant return information until your return or refund has been fully resolved.