Refund policy

Returns & Refunds Policy

Last updated: March 5, 2026

At Caspier, we want you to be completely satisfied with your purchase. If for any reason you are not, we offer a straightforward return and refund process in accordance with UK, US, Canada and Australia  consumer law.

Return Summary

Feature Details
Return Period 30 Days from the date of delivery
Return Method By Mail only
Return Shipping (Change of Mind) Responsibility of the customer
Return Shipping (Faulty/Incorrect) Free (Provided by Caspier)
Restocking Fees (None)
Refund Processing Within 7 business days after inspection
Condition Items must be in new, unused condition with original tags


1. Your Right to Cancel (Cooling-off Period)

In accordance with the UK, US, Canada and Australia Consumer Contracts Regulations, you have a statutory right to cancel your order within 14 days of receiving your goods. At Caspier, we extend this peace of mind to a 30-day return window.

2. Return Eligibility & Condition

To qualify for a full refund, returned items must meet the following criteria:

  • The return must be requested within 30 days of the delivery date.
  • Items must be unused, unwashed, and in their original condition.
  • All original packaging, labels, and tags must be intact.
  • Non-returnable items: For hygiene and safety reasons, certain items (such as earrings or undergarments, if applicable) and Gift Cards cannot be returned.

3. How to Start a Return

  1. Contact our support team at info@caspier.com to request a Return Authorisation.
  2. Provide your order number and the reason for the return.
  3. Once approved, we will provide you with the specific return instructions. Please do not send items back to our Harrow address without prior authorisation, as this may delay your refund.

4. Return Shipping Costs

  • Change of Mind: If you are returning an item because you changed your mind (e.g., wrong size, colour, or style), you are responsible for the cost of return postage. We recommend using a trackable service (like Royal Mail Tracked) as we cannot be held responsible for lost return parcels.
  • Faulty or Incorrect Items: If you receive a damaged, faulty, or incorrect item, Caspier will cover all return costs. Please contact us immediately with a photo of the issue, and we will provide a prepaid return label.

5. Incorrect or Incomplete Shipping Address

Customers are responsible for providing a complete and accurate shipping address when placing an order. This includes, where applicable, the correct recipient name, house or building number, street address, city, state/province, and postal/ZIP code.

If a customer provides an incorrect, incomplete, or undeliverable shipping address and the parcel is subsequently delayed, lost, returned to sender, misdelivered, or held by the shipping carrier as a direct result of the address information provided, Caspier is not responsible for the resulting delivery failure.

Where a delivery issue is directly caused by an incorrect or incomplete address supplied by the customer, the affected order will not be eligible for a refund or free replacement.

Customers should carefully review all shipping details before completing their order.

If you notice an error in your shipping address after placing an order, please contact us as soon as possible at info@caspier.com. We will make reasonable efforts to assist with an address correction where possible; however, we cannot guarantee that an address can be changed once an order has been processed or dispatched.

If a parcel is returned to Caspier because of an incorrect or incomplete customer-provided address, please contact us for assistance. Any available reshipment options and applicable additional shipping charges will be communicated to you before the parcel is resent.

6. Refunds & Processing Time

  • Inspection: Once your return is received at our facility, it will be inspected within 3 business days.
  • Approval: If approved, your refund will be processed automatically to your original payment method within 7 business days.
  • Bank Processing: Please note that your bank or credit card issuer may take an additional 3–5 business days to credit the funds to your account.

If delivery or parcel lost due to false or incorrect delivery address, we can not refund any amount for your order

7. Exchanges

We are happy to facilitate exchanges for different sizes or colours. Please follow the standard return process for your original item. Once your return is received and processed, you can place a new order for the desired replacement.

8. Deductions & Partial Refunds

In accordance with the Consumer Rights Act 2015, if an item is returned in a condition that shows evidence of use beyond what is necessary to establish its nature (e.g., damaged packaging, missing tags, or signs of wear), we reserve the right to make a deduction from your refund to reflect the diminished value of the goods.

9. Order Cancellations

If you wish to cancel your order, please email us within 12 hours of placing it. If your order has already been dispatched, you will need to follow the return process outlined above.

To cancel, email us at info@caspier.com with your order number. We'll confirm the cancellation and process your refund as soon as possible.

Please note: we do not publicly list our return address. If you need to return an item, email us first and we'll send you the return address and instructions. Email: info@caspier.com

Contact information

Any questions or just like to talk to us? Please don't hesitate to contact us via:

  • Store name: Caspier
  • Address: 12 Bagnall Walk, Brierley Hill DY5 2SS, United Kingdom
  • Email: info@caspier.com

Customer Service (Opening Hours):

  • Monday - Friday:  09:00 - 18:00 (GMT)
  • Saturday and Sunday:  10:00 – 16:00 (GMT)