Refund policy

Last updated: September 2026

Every WEARCAPTION piece is made to order. Your garment is produced specifically after your order is placed rather than pulled from pre-produced inventory.

Because of this, we handle returns differently from traditional retailers. At the same time, if something goes wrong with your order, we want to make it right.

This policy explains exactly what you can expect.

1. Size Exchanges

Ordered the right product but need a different size? We can help.

You may request a size exchange within 30 days of delivery.

To qualify, the item must be:

  • Unworn and unused
  • Unwashed
  • Unaltered
  • Free from stains, odors, damage, or signs of wear
  • In its original condition

Contact hello@wearcaption.com before returning anything. Returns sent without authorization may not be accepted.

How size exchanges work

Once your exchange is approved, you will receive return instructions.

You are responsible for the cost of shipping the original item back to us.

After the returned item is received and inspected, we will arrange your approved size exchange.

Alternatively, where offered, you may choose store credit for the eligible merchandise value.

Size exchanges and store credit do not qualify for a cash refund simply because the ordered size does not fit.

If WEARCAPTION or our fulfillment partner sent a size different from the size you ordered, this is considered a fulfillment error and you will not be responsible for return or replacement costs.

2. Change of Mind

Because every WEARCAPTION garment is produced on demand specifically for your order, we do not accept returns, exchanges, or refunds simply because you:

  • Changed your mind
  • No longer want the item
  • Prefer another product or color
  • Ordered multiple options intending to keep only one
  • No longer need the order

Please review the product description, color, size chart, and order details carefully before completing your purchase.

This restriction does not affect your rights if your order arrives damaged, defective, incorrect, is confirmed lost in transit, or WEARCAPTION or our fulfillment partner made an error.

3. Damaged, Defective, Misprinted or Incorrect Items

If we got it wrong, we'll make it right.

This includes:

  • Damaged merchandise
  • Manufacturing defects
  • Misprints
  • Incorrect products
  • Incorrect colors
  • A size different from the size ordered
  • Other confirmed production or fulfillment errors

Please contact hello@wearcaption.com with:

  • Your order number
  • A description of the issue
  • Clear photographs or video showing the problem

Please report problems promptly

Claims should ideally be submitted within 7 days of delivery. This allows us to investigate the issue with our fulfillment partner and resolve it as quickly as possible.

The 7-day period is not intended to eliminate any rights you may have under applicable law.

Once your claim is reviewed and approved, we will provide an appropriate resolution, which may include:

  • A free replacement
  • A refund to your original payment method

You will never be charged a return-processing fee for an error caused by WEARCAPTION or our fulfillment partner.

If we require the incorrect or defective merchandise to be returned, we will provide or cover the applicable return shipping.

4. Lost Packages

A delayed package is not necessarily a lost package.

If tracking indicates that your shipment may be lost, contact us at hello@wearcaption.com.

We will investigate the shipment with our fulfillment partner and shipping carrier.

Confirmed lost in transit

If the carrier or fulfillment partner confirms that your shipment was lost in transit, we will offer an appropriate resolution, including:

  • A free replacement and reshipment
  • A refund to your original payment method

There is no processing fee for a package confirmed lost through no fault of the customer.

5. Tracking Hasn't Updated

Tracking can occasionally stop updating temporarily while packages move between facilities, countries, or shipping partners.

If your tracking has not updated for 8 business days, contact us.

We will investigate the shipment with our fulfillment and shipping partners.

A temporary tracking delay does not automatically mean that a shipment has been lost and does not automatically qualify an order for a refund.

6. Shipping Address & Contact Information

Customers are responsible for providing a complete and accurate delivery address, telephone number, and any information reasonably necessary for the carrier to complete delivery.

Please review this information carefully before placing your order.

Contact us immediately if you notice an error.

Because production and fulfillment begin quickly, we cannot guarantee that an address can be changed after an order enters production or shipment processing.

7. Failed or Inaccessible Deliveries

A shipment is not considered lost simply because the carrier was unable to complete a delivery attempt.

Delivery may fail because of circumstances including:

  • Incorrect or incomplete addresses
  • Incorrect telephone/contact information
  • Missing apartment or unit numbers
  • Missing gate or access information
  • Inaccessible buildings or delivery locations
  • Private mailbox facilities
  • PO boxes that cannot accept delivery from the selected carrier
  • Recipient unavailability when recipient presence is required
  • Repeated unsuccessful delivery attempts
  • Refused delivery
  • Other circumstances preventing the carrier from accessing the delivery location

If the carrier cannot deliver because of information or access circumstances outside WEARCAPTION's control, a refund or free replacement is not guaranteed.

We will review the carrier's records and shipment status before determining what options are available.

If reshipment is available, the customer may be responsible for the additional shipping costs.

8. Return to Sender / Return to Facility

A tracking status such as “Return to Sender,” “Return to Facility,” “Undeliverable,” or similar does not automatically mean that the shipment has been lost or that a refund has been approved.

We will first determine:

  • Why delivery failed
  • Where the shipment is being returned
  • Whether another delivery attempt is possible
  • Whether the merchandise has actually been recovered
  • Whether the delivery failure resulted from a customer, carrier, fulfillment, or WEARCAPTION error

If we or the carrier caused the problem

If delivery failed because of a confirmed WEARCAPTION, fulfillment, or carrier error, we will work with you to provide an appropriate resolution.

If delivery failed for a customer-side reason

If delivery failed because of an incorrect/incomplete address, inaccessible delivery location, incorrect contact information, refused delivery, missing access information, or another customer-side circumstance, the order does not automatically qualify for a refund.

Where reshipment is available, additional shipping costs may apply.

If WEARCAPTION chooses to accept and process an otherwise non-refundable returned order as an exception, a processing fee of up to 15% of the eligible merchandise value may apply, along with any applicable shipping costs.

We will disclose any applicable charge before processing the resolution.

9. Packages Marked Delivered

If tracking shows your package as Delivered but you cannot locate it, please first check:

  • Around the delivery location
  • With household members
  • With neighbors
  • With building reception or security
  • With your mailroom or property manager
  • Any safe location where the carrier may have left the package

If you still cannot locate it, contact us and we will help investigate with the carrier.

A Delivered tracking scan does not automatically qualify an order for an immediate refund.

If the carrier subsequently confirms that the shipment was lost or misdelivered because of carrier error, we will provide an appropriate replacement or refund.

10. Refused Deliveries

Please do not refuse a delivery as a method of initiating a return.

Refusing a shipment does not automatically cancel the order or qualify it for a refund.

Because WEARCAPTION products are made to order, refused packages will be reviewed under our Return to Sender / Return to Facility policy.

Additional shipping or processing costs may apply when the refusal was not caused by an error on our part.

11. Non-Returnable Items

Unless the merchandise is defective, incorrect, damaged on arrival, or otherwise protected by applicable law, we cannot accept:

  • Worn merchandise
  • Washed merchandise
  • Altered merchandise
  • Items damaged after delivery
  • Items with stains, odors, or signs of use
  • Hygiene-sensitive products where applicable
  • Personalized or customer-customized products
  • Unauthorized returns
  • Change-of-mind returns

12. Order Cancellations

Because every WEARCAPTION piece is made to order, production can begin shortly after an order is placed.

If you need to cancel an order, contact hello@wearcaption.com immediately.

Before production begins

If we are able to cancel the order before production begins, you will receive a full refund.

After production begins

Once production has started, cancellation is not guaranteed because manufacturing costs have already been incurred.

We will check the production status and let you know whether cancellation is still possible.

13. Refunds

When a cash refund is approved, it will be issued to the original payment method used for the purchase.

Once WEARCAPTION processes the refund, your bank, card issuer, or payment provider may require additional time to post the funds to your account.

We do not control financial-institution processing times.

Original shipping charges are generally non-refundable for customer-requested exchanges or discretionary returns.

This does not apply when WEARCAPTION is responsible for the error or where applicable law requires otherwise.

14. Store Credit

When store credit is approved, it will be issued after the eligible returned merchandise is received and inspected.

Store credit:

  • Is issued for the approved merchandise value
  • Is valid for 12 months from the date of issue
  • Cannot be exchanged for cash

15. Return Shipping

Size exchange

The customer is responsible for returning the original merchandise.

WEARCAPTION or fulfillment error

If we sent the wrong product, wrong size, defective product, damaged product, or otherwise made a confirmed fulfillment error, WEARCAPTION covers the applicable return/replacement costs.

Customer-caused delivery issue

The customer may be responsible for return and/or reshipping costs when delivery fails for reasons outside WEARCAPTION's control.

Never send merchandise back without first receiving return instructions from us.

16. How to Start a Return, Exchange or Claim

Email: hello@wearcaption.com

Please include:

  • Order number
  • Reason for contacting us
  • Requested resolution
  • Photos or video when reporting damage, defects, misprints or incorrect merchandise

We'll review your request and provide the appropriate next steps.

Do not return merchandise until you receive return authorization and instructions from WEARCAPTION.

Our Commitment

WEARCAPTION products are made specifically for the people who order them.

That means we cannot operate like a mass retailer that places every unwanted product back on a shelf.

But made-to-order should never mean you're stuck with our mistake.

If we or our fulfillment partners get something wrong, we'll work to make it right.

If you need a different size, we'll help you exchange it.

And if a shipping problem occurs, we'll investigate it rather than leaving you to deal with the carrier alone.

[ WE MAKE IT RIGHT. ]