CUSTOMER CARE

 

 

COUNTRY & DELIVERY TIME

Netherlands: 1 day (Before 22:00, next day delivery)

Germany, Belgium: 1-2 business days

Rest of EU: 2-5 business days

United Kingdom: 4-8 business days

USA: 4-8 business days

Norway, Switzerland: 4-12 business days

Back-order (EU):  4-12 business days

Back-order (Worldwide): 4-15 business days

ORDER PROCESSING

If your item is in stock, please allow 1-3 business days to process your order once payment is received and cleared. Please note during high volume sale periods or new range releases there may be minor delays - we appreciate your patience during this time! Once shipped, you will be emailed with tracking information to follow your order to its destination. Please note there is no dispatch on weekends or public holidays.

CARRIERS

The carrier that will deliver your package, will depend on your local post carrier in your Country. A few of the carriers are the following:

RETURNS

CAPS Apparel accepts returns on all products for any reason, with the exception of personalized items. Just as long as item & packaging is returned in perfect condition. If you want to know more about our return policy, please check our page "Returns" or just contact info@capsapparel.com. We will handle your return then.

 

OWNERSHIP AND RISK

To ensure fast dispatch times, once your order has been placed, we are unable to make changes or cancel your order. If you have made an error in your delivery address, please contact us immediately via email at info@capsapparel.com. Any delivery date or time specified by us is a best estimate only and CAPS Apparel will not be liable for any loss or damage suffered by you through any reasonable or unavoidable delay in delivery. Once shipped, CAPS Apparel does not take responsibility of loss or damaged items during transit. In the unlikely event your order is not received within the expected delivery time frame.

 
QUESTIONS WE GET A LOT

GENERAL

Where are you based?
CAPs Apparel is based in Amsterdam, The Netherlands. 

I want to contact you. How can I get to you?
No worries! We are directly contactable through our chat or at info@capsapparel.com

I emailed customer service, how long will it take them to respond?
For email, expect a response within 24-48 hours from our representatives. Our representatives are available Monday-Friday.

Will you restock sold out items?
Some items are restocked every now and then. However, some of our items are very exclusive and may not be restocked after being sold out. We advise you to keep an eye on our social media pages and sign up for the newsletter to receive notifications about these restocks.

Where can I find more information about the company?
Our company info can be found in the footer (bottom of the page). Are you looking for more information about our brand? Read here

What's the difference between structured and unstructured caps?
Some caps retain their shape when they’re not worn, while others collapse and lose their shape. This is because caps either have a structured or an unstructured crown. So, the structure of the cap affects its appearance. If you’re looking for a cap that will keep its shape, choose a Structured Cap. Want your cap to be less sturdy? Take a look at our Unstructured Caps. 

Where are you based?
CAPs Apparel is based in Amsterdam, The Netherlands. 

Are all products eligible for the free gift from the BLACK and CYBER WEEK promotion? 
Apparel and custom products are excluded from this deal. To qualify for the free gift, your order must include at least one non-apparel and the total order value must meet the required minimum. 

QUESTIONS ABOUT SHIPPING & ORDERING

Which countries do you guys ship to?
We ship all to almost all countries for free. Please contact us at info@capsapparel.com if your country isn't available in our list. We might be able to fix something for you!

Is the free shipping really free?
Yes our shipping is absolutely free. All the shipping estimates provided at checkout are based on average shipping times to your country. However, we want to let you know that there are multiple factors which may impact delivery times.

Due to this please allow 1-7 days extra patience for the delivery (during busy periods e.g. holidays, customs can take a bit longer). If you have any questions about your order or this process. Feel free to contact us.

What is the express shipping method?

Want to get your package as soon as possible? If you choose the express shipping option, you will receive your order within 2-7 business days. However, please notice that you will not receive the shipping costs back, when you return your package.

Where do you ship from?
We ship most of our orders directly from the Netherlands.

However, some products (mostly customized items) are made to order which means they need to be personalized in one of our factories before they're ready for shipment. To ensure a more sustainable shipping method, we ship your package directly from the factory so it doesn't need to be shipped to us first. Saves time and it's better for the environment!

Also, for some orders we work with the New Skool shipping method. This means that we ship directly from our supplier in Asia. Want to know why we do this? Check here

Why do I have to pay for shipping even though my order value is over €50?
As explained in the previous paragraph, some products are 'made to order' which means they have to be personalized before we can ship them. For example, if you order a custom cap, we need to customize it for you. This is being done in one of our factories. We use multiple, but for EU orders we mainly use a factory in Spain. For sustainability purposes we ship your order directly from the factory once it's finished. Otherwise it would have to go through us which means it's being shipped twice. Such a waste of time and resources! Because this process is more expensive than shipments from our warehouse we unfortunately have to charge you a minor shipping fee. We apologize for the inconvenience and thank you for your understanding.  

How do I track my order?
Once your payment is finalized and your order has been processed, you will receive automatically information about your order.

Hey! I haven't received my order yet, what shall I do?
Please just contact our main man Joe at info@capsapparel.comm. He is more than happy to update you on your order and the estimated delivery date.

Do I have to pay some duties or taxes?
We have some good news! Because we work with very close with our supplier, there is almost a zero chance that your order will have any additional fees added after you have paid for your item and it has been shipped.

However, in the extremely rare chance (mostly with wholesale orders) that this may happen, CAPS Apparel is not responsible for any duties or taxes added to your order in the destination country, these are fully the responsibility of the buyer. If there is any issue with this. Please just contact us, we might find a solution for you.

Hey my garment has arrived damaged, what now?
Again just contact us at info@capsapparel.com and we will immediately resolve your issues.

RETURNS & REFUND

What are the return conditions?
Our return guarantee entitles you to return the product for any reason. You have the right to open the package and check the contents but the product must be returned unused to us within 14 days after you received it. All original packaging, price labels etc. shall be returned with the product without having been tampered with.

Holiday Return Policy

For purchases made between November 15th and December 31st, we’ve extended our return period to January 7th to accommodate the holiday season. Items must be unused and returned in their original condition, including all packaging, tags, and labels.

I want to return something. What should I do?
Returns are accept on all items for any reason, as long as item & packaging is returned in perfect condition. You can also contact us at info@capsapparel.com to arrange your return.

How soon will I get my refund?
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied original method of payment, within 14 days after receiving.

Can I cancel or change my order?
In case your order hasn't been processed yet, it is possible to change or cancel your order. However, from the moment your order has been processed it is not able to change or cancel your order.

I have placed an order during the sale. Can I return my order?
All orders placed during sale or discount are final and are therefore not possible to be returned.

I am missing an item in my received order. What now?
Don't worry if you have an item missing in your received order. To ensure you the most optimized shipping time possible, orders are occasionally shipped out separately to your doorstep.

PAYMENTS

What payment methods do you accept?
We accept secure payment through Paypal, IDEAL, Stripe and accept all major credit and debit cards through our secure payment gateway.

What about Western Union or bank transfers?
Sorry, we don't accept Western Union or bank transfers.

 
OUR CAPS APPAREL REFUND POLICY

Just don't worry. That's our motto.

We offer this:

If you have purchased anything on CAPS Apparel, but:

• Didn't receive the right products or sizing, or
• Receive your products within the guaranteed delivery time (45 days), you get a full refund from us.
• Paid with Paypal? Check our "Returns" page.

However we cant give you full refund under the following circumstances:

1. Your CAPS Apparel order didn't arrive due to factors within your control (for example you provide us with the wrong shipping address. Duh.)
2. Your CAPS Apparel order didn't arrive due to one or other circumstances outside the control of CAPS Apparel (for example: not cleared by customs, a tornado or other natural disasters).
3. Your order has been placed at a discount or within a sale. In this case you can still swap your order amount for other products.
4. You order is a personalized / custom cap.

Want to Refund your order?

See tab RETURNS below

All items except personalized products may be returned within up to 14 calendar days* after receiving your order. Read more about our Refund Policy in the assigned tab above.

• First, make a small note with your name, order number and reason for returning.
• Send (with your local carrier) the cap(s)  + the note in the original packaging to our return address:

CAPS APPAREL
Barnsteen 800
3316KK Dordrecht
The Netherlands

• Send an email to info@capsapparel.com with the receipt of the return + which cap(s) have been returned. The speeds up the refund process!
• As soon as we receive your return, we will make sure to handle your request.

Do I need to pay for the return?
Yes, you're responsible for the return costs.

Got Questions? Just contact us at: info@capsapparel.com. We are happy to help!

Holiday Return Policy Update:
To accommodate the holiday season, all items purchased in December can be returned within 30 days instead of the usual 14 days.

Additionally, we are extending the return period until January 7th for purchases made during this time to ensure customers have ample time to process returns after the holidays. 

PAYMENT METHODS AT CAPS APPAREL

CAPS APPAREL has a few payment methods.

Our payments methods include PayPal, Credit cards, Klarna, Sofort and IDEAL.

How much is it in my currency?
Debit operations are made in Euro's €.  The price of your order or the product is estimated at the exchange rate of the Central Bank of Europe. This means that the total sum may differ from the sum indicated on our website due to the differences in currency rates of the acquirer bank and the issuing bank. The total amount in your currency will be visible at the end of the checkout.

You can check our general terms here: GENERAL TERMS