Refund policy
Refund Policy
When you shop at Captain Cutie, you agree to the terms below.
These agreements ensure that you are fully aware of our discount and return policies. These terms apply to domestic orders within United States.
14-Day Return Policy
We offer a 14-day return period, meaning you have 14 days after receiving your item to request a return.
Conditions for Return
To be eligible for a return, your item must be in the same condition as when you received it — unused, with tags, and in its original packaging. A receipt or proof of purchase is also required.
Items showing obvious signs of use or not returned in their original condition — such as damaged, missing parts, or reasons beyond our control — cannot be accepted. Returns requested more than 14 days after delivery will not be accepted.
Return Procedure
To initiate a return, please contact us at contact@captain-cutie.com. After reviewing your request, we will send you a return form and detailed instructions on how and where to send your package (for international orders, this may be our warehouse in China). Items returned to us without prior return authorization will not be accepted.
If you have any questions about your return, contact us at contact@captain-cutie.com.
How can customers return products?
Customers must return items by post. Returns cannot be accepted in-store or at kiosks.
Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you received the wrong item, so that we can evaluate the issue and make it right.
Receiving the Return Form
For returns (including those under the right of withdrawal), contact us to receive the return form via email. Download, print, and follow the instructions included. Please note: if the return is for any reason other than a defect, shipping costs are the customer’s responsibility.
For defective items, please also contact us so we can send you the appropriate return form.
Condition of Returned Products
We only accept returns of unused products in their original condition and packaging.
Restocking Fees
We do not charge restocking fees for any returns.
Return Shipping Costs
- Domestic orders: For defective products, we cover the return shipping costs. For other reasons (e.g., withdrawal), you are responsible for actual shipping costs.
- International orders: If your item was shipped from China, returns must be sent to our warehouse in China. In this case, shipping costs typically range between €15 and €25 and are not covered by Captain Cutie.
Late or Missing Refunds
If you haven’t received a refund within the stated period, first check your bank account. Then contact your credit card company—it may take some time before your refund is officially posted. If you still have not received your refund, please contact us via the “Contact” link on our website or email us. We will respond within 24 hours.
Exchanges
Exchanges are only accepted for damaged, incorrectly delivered, wrongly sized, or defective products. If you wish to exchange an item, contact us at contact@captain-cutie.com or call us at +1 479 323-1802. The quickest way to ensure you receive the correct item is to return the incorrect one and place a new order after your return is approved.
Refund Completion
Once we have received and inspected your return, we will notify you about the approval of your refund. If approved, your refund will be processed within 7–10 business days via your original payment method. Original shipping costs are non-refundable. Please note, it may take some time for your bank or credit card company to post the refund officially.
Customer Support
If you have questions about our refund policy, feel free to reach out to our support team:
Email: contact@captain-cutie.com
Phone: +1 479 323-1802