Refund policy
POLICY · RETURNS & REFUNDS · CASA CREW
No regrets, no fuss.
Last updated: May 2026
N° 00 · THE SHORT VERSION
30 days to return any unworn cap for a full refund. UK returns are free. Refunds processed within 5 working days of receipt.
Not the right fit, not the right colour, not what you expected? You've got 30 days from delivery to return it for a full refund. Below: the rules, the process, and what to do if something arrives wrong.
N° 01 · AT A GLANCE
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01 — RETURN WINDOW 30 days From the day your order is delivered |
02 — UK RETURNS Free Pre-paid return label on request |
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03 — REFUND SPEED 5 days Processed once we receive your return |
04 — CONDITION Unworn Original tags, packaging, no marks |
N° 02 · ELIGIBILITY
What qualifies for a return.
We want you happy with your cap — but caps that have been worn, washed, or modified can't go back into the line. Here's the line in the sand.
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+ RETURNABLE
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× NOT RETURNABLE
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N° 03 · THE PROCESS
How to return your order.
Four steps. We aim to keep this painless.
01 — GET IN TOUCH
Email us within 30 days.
Send your order number and reason for return to hello@casacrew.com. We'll confirm and send a pre-paid label (UK) or instructions (international).
02 — PACK IT UP
All tags, original packaging.
Place the cap with all original tags into a sturdy mailer or box. Don't fold or crush the front panel — pack like a fresh order. Drop at any Royal Mail post office. Keep your proof of postage.
03 — WE INSPECT
2 working days, max.
Once your return arrives, we'll inspect within 2 working days and email to confirm we've started your refund. If there's an issue, we'll contact you to discuss before processing.
04 — REFUND PROCESSED
Back to your original card.
Refunds go back to your original payment method within 5 working days of inspection. Your bank may take 3-5 additional working days to display the funds. Original shipping costs are refunded only on faulty or wrong items.
N° 04 · TIMELINE
From sent to settled.
| When | What happens |
|---|---|
| DAY 0 |
You post it back UK 1–2 days · Intl 5–10 days |
| DAY 2–3 |
We receive & inspect Confirmation email sent |
| DAY 4–7 |
Refund processed To original payment method |
| DAY 7–14 |
Funds in your account Bank processing varies |
N° 05 · SPECIAL CASES
Edge cases, handled.
The not-quite-standard situations and how we handle them.
SALE ITEMS
Sale items are returnable.
Same 30-day window, same condition rules, same full refund. The only exception is items marked "final sale" or "non-returnable" in their listing — these are clearly flagged at checkout.
EXCHANGES
Exchanges aren't formal.
Trucker caps are one-size-fits-most, so we don't offer size exchanges. For colour swaps, the fastest route is to return your original for a full refund and place a new order — this avoids waiting for stock holds.
FAULTY OR WRONG
If something arrives wrong.
Email us within 7 days of delivery with your order number and clear photos of the issue. We'll send a replacement or full refund (your choice) including original shipping — at no cost to you. No time limit if the fault is manufacturing-related.
GIFTS
Returning a gift.
Received a Casa Crew cap as a gift? You can return it for store credit equal to the original purchase price. Email us with the order number (on the gift receipt or original purchaser's confirmation) and we'll sort it discreetly.
N° 06 · INTERNATIONAL
Outside the UK.
International returns follow the same 30-day window and condition rules as UK returns, with three differences:
| POSTAGE COST | Return shipping is at the customer's expense, unless the item is faulty or we sent the wrong product. |
| CUSTOMS & DUTIES | Any import duties or taxes paid on the original order can't be refunded by us — you may be able to reclaim them via your local customs authority. |
| TRACKING REQUIRED | Please use a tracked, insured service. We can't process refunds for items lost in return transit without proof of delivery. |
— RECOMMENDED
If you're unsure, email us before shipping and we'll confirm everything you need.
N° 07 · COMMON ASKS
FAQ.
I've had my cap longer than 30 days — can I still return it?
Outside the 30-day window we can't accept standard returns. The exception is genuine manufacturing faults — those have no time limit. Email us with photos.
Can I return a cap I've worn once or twice?
If the cap is genuinely indistinguishable from new — no scent, no marks, no creasing or hair — we'll typically accept it. Once it shows any sign of wear, we can't.
What if my cap arrives damaged from shipping?
Email within 7 days of delivery with photos of the damage and packaging. We'll arrange a replacement or full refund at no cost and handle the courier claim.
How long does the refund actually take?
From posting back: 2 working days for inspection, 5 working days to process, 3-5 working days for your bank. Total: usually 7-14 days.
I lost the original packaging — can I still return?
If the cap and tags are intact, we'll usually accept without the dust bag — a small repackaging fee (£3) may be deducted. Without tags, we can't accept the return.
Can I get a refund to a different card?
Refunds always go to the original payment method — that's a Shopify and PCI requirement we can't override. If your original card is closed, your bank will typically auto-route to the replacement account.
Is the original shipping cost refunded?
Original outbound shipping is non-refundable on standard returns (you paid for delivery, we delivered). Fully refunded on faulty, damaged, or wrong items.
What about returns from outside the UK?
Same 30-day window, same condition rules. Return postage is your responsibility unless the item is faulty. Use a tracked service — we can't refund items lost in return transit without proof of delivery.
N° 08 · CONTACT
Get in touch.
For any questions about returns or to start a return:
casa.crew25@outlook.com
Subject line "Return enquiry" helps us route it quickly. We reply within 24 hours on weekdays.
POLICY · CASA CREW · LAST UPDATED MAY 2026 · EDITION 001