Return Policy

Return and Exchange policy FAQ

If you encounter product issues, such as defects or damaged beads/chains/phone cases, email us at hello@thecaep.com (include your name and order number) and we'll arrange a replacement if your item broke within a specified time.

Please be aware that we are a small business and the process of reversing an online order has many steps and includes the cost of the delivery as well as the many touches — each of which comes with a labor cost — that move the item back into inventory.”

How do I return?

  • Please contact us via email hello@thecaep.com and include your order number so we can quickly locate you. 

  • Follow the instructions in the email you will receive.

  • Once your request is approved, you will get a confirmation email with your return label.
  • Please note: Customers are responsible for return shipping, unless the items are defective, damaged, or if you've received incorrect items. A $5.00-$10.00 shipping fee will be deducted from their refund, depending on the package size.

What items are returnable? 

    • Within 14 days from the date of purchase
    • In unused and resellable condition
    • In the original packaging
    • Have everything shipped within 14 days of your delivery date and we'll process your return to the original payment method. Returns shipped beyond the 14 day window will receive their refund in the form of store credit. 

What items are non-refundable? 

 The following items cannot be returned:

  • Gift cards
  • Discounted items (if applicable)
  • All sale items are final sale, and not returnable or exchangable
  • Shipping and return shipping costs cannot be refunded 
  • All customized products (such as special orders or personalized items). The Dinghy (custom) can not be returned or refunded
  • Please ensure that all products retain their original state, as used or marked items (removed foils or cases with fingerprints etc.) may not be eligible for a refund in most circumstances.
  • Returns sent back to us without mutual communication beforehand can’t be accepted
  • We are not able to accept returns outside of the USA.
  • THE CÆP is not liable for refunding product or shipping it back to the customer if it is not postmarked within 14 days of the purchase date, if the product is not in new and unused condition including original packaging, or if it is a final sale item.
  • An item is not returned in its original condition: has been worn, scratched, damaged or is not in its original packaging.
  • If the item is returned outside of the time frame stated above
  • No cancellation of orders that are pre-order.

The item I received is damaged!

If the purchased product is faulty, reach out to us within 7 days of the delivered date, and we will replace it for you. 

Can the items be exchanged?

We allow the exchange of purchased items for selectable variants within two weeks from the date of delivery. Once the exchange request is approved, the fastest way to exchange, is to place a new order for the correct size or product, and email us your new order number. You will be refunded once we receive your return.

What are the refund options?

The following refund options are supported:

  • Refund to the original payment method
  • Refund to store credit (if applicable)

Can I cancel my order?

  • Orders can be cancelled within 12 hours of purchase. 
  • Orders containing Final Sale items are exempt from cancellation.

RETURN TO SENDER ORDERS

In the event of an order being returned to our warehouse due to an insufficient address, our Customer Service team will reach out to you to coordinate re-delivery. Customers who choose to return or reject an order and indicate it as 'Return to Sender' will have the $5 shipping fee deducted from their refund.

How do I ship back the items?

Please contact us via email hello@thecaep.com and include your order number so we can quickly locate you. We will then send you a return label. 

Please note we do not cover returns postage. 

How soon will I get my refund?

Once your returned item is received and inspected, you will be notified via an email. You will also be informed about the approval or rejection of your refund request. If approved, the refund request will be processed within 5 - 7 working days after approval.

International Shipping:

Customs and clearance fees can be charged in addition to international shipping costs. These charges differ by country and should be visible at checkout. THE CÆP is not liable for any customs or clearance charges you incur. It is the customer's responsibility to be informed of any local customs & taxes charges. 

My question is not addressed...

If you have any queries regarding return or refund, reach out to us at hello@thecaep.com

Physical Business address:

894 Main Street

Unit B

Chatham, MA 02633

774-994-7998