Returns & exchanges
By making a purchase, you acknowledge that it is your responsibility to review and understand our Returns Policy. It CAPSULE WD. is not liable for any issues resulting from a customer's failure to do so before completing their order.
At Capsule Wd., we want you to love your purchase. However, we understand that returns or exchanges may sometimes be necessary. This policy outlines your options for returns, exchanges, and refunds.
Can I return or exchange an item?
Capsule Wd. offers free exchanges and returns on all full priced items within 14 days of receiving your package, as indicated by your tracking confirmation.
Can I return a Full Capsule or Partial Capsule?
We allow the return of a Full Capsule for a refund.For the refund of any individual item/s from the Full Capsule or after building a Partial Capsule, please note the pieces you keep may no longer be eligible for discount and may require a balance payment. For assistance with partial capsule returns, please contact our Customer Service team at customercare@capsulewd.com
How do I initiate an Exchange?
To request an exchange, please contact customercare@capsulewd.com within 14 days of receiving your order. In your request, please note the item(s) you would like to exchange, and the desired replacement size(s). If your return is approved, our Customer Care team will provide you with the return address. Once received, please follow the steps below to complete the process:Ensure all exchange items are in their original condition, unworn, with swing tags attached.Pack all items in the manner they were received including all packaging materials.For domestic orders, call Australia Post (13 76 78) to arrange a collection or drop the package off at your nearest Australia Post location. Visit auspost.com.au/locate/ to find one near you.For international orders, call Customer Service to arrange a collection or drop the package off at a DHL location. Visit www.dhl.com to find one near you.If we have sold out of the replacement size and are no longer manufacturing the item, you can nominate to return the order for a full refund.
How do I initiate a refund?
To request a refund, contact customercare@capsulewd.com within 14 days of receiving your order. In your request, please note your order number. If your return is approved, our Customer Care team will provide you with the return address. Once received, please follow the steps below to complete the process:Ensure all returned items are in their original condition, unworn, with swing tags attached.Pack all items in the original shipping carton. Pack all items in the manner they were received including all packaging materials.For domestic orders, call Australia Post (13 76 78) to arrange a collection or drop the package off at your nearest Australia Post location. Visit auspost.com.au/locate/ to find one near you.For international orders, call Customer Service to arrange a collection or drop the package off at a DHL location. Visit www.dhl.com to find one near you.Once your return is received, inspected and approved, we will refund the full order value via your original payment method. You will receive an e-mail confirming when the refund is issued. It may take up to 10 business days to receive your refund depending on your payment processor.
How do I initiate a store credit?
Contact customercare@capsulewd.com within 14 business days of order receipt to request a credit note. Provided that we receive the products in their unused and unopened condition we will arrange for a credit note to be provided via email and will be valid for 12months from receipt. Please note, your credit note will be awarded after the return item has been received. Ensure all returned items are in their original condition, unworn, with swing tags attached.Pack all items in the original shipping carton. Pack all items in the manner they were received including all packaging materials.For domestic orders, call Australia Post (13 76 78) to arrange a collection or drop the package off at your nearest Australia Post location. Visit auspost.com.au/locate/ to find one near you.For international orders, call Customer Service to arrange a collection or drop the package off at a DHL location. Visit www.dhl.com to find one near you.
I received the wrong order.
If you receive an item that you did not order, or if the contents of your order are incorrect, we apologise for the inconvenience and are committed to making things right as quickly as possible. We will ask you to return the incorrect product and let us know if you would like us to:- send the correct item; or- provide you with a refund.In the instance that Capsule Wd. send you an incorrect item, Capsule Wd. will provide you with a one time prepaid shipping label.
My order has a manufacturing fault.
At Capsule Wd., we take great care in quality-checking every item before it reaches our customers. However, we understand that, on rare occasions, something may be missed. If a product is found to be faulty, we are here to help. Our goal is to ensure you have a product that meets our high standards and your expectations. We will:- send a replacement to you; or- provide you with a refund.Please note: upon receipt of a returned item reported as damaged, we will perform a quality check to assess the extent of the damage and confirm it aligns with the customer's description. This check is crucial to ensuring that we address the issue appropriately and provide a solution such as a replacement, repair, or refund, depending on the specific case and customer preference. If the damage is confirmed to be due to shipping or a manufacturing defect, we will proceed with the corrective action at no additional cost to the customer.
Can I return a sale item?
Unfortunately, we cannot accept returns for sale items or clearance items (unless they are faulty, damaged upon receipt or do not match the description of the product you ordered).
Will you refund my postage costs / duties & taxes if I return an item?
All return shipping fees along with international duties & taxes are the responsibility of the customer, unless deemed faulty. If your return does not comply with these conditions your item/s will not be accepted and returned to you at your cost.
We reserve the right to update or modify this Returns and Refund Policy at any time. Customers will be notified of any significant changes, and the revised policy will be effective from the date specified.