Returns

We stand behind the quality of our products and gladly accept returns for unworn, unwashed, non-customized products. For any possible reason, you can request a return for a full refund (except shipping cost) within 15 days of order delivery, or at least 90% refund within 30 days of order delivery. Please read the following return policy carefully before starting the return process. 

How do I return an item? 

We accept returns of unworn, unwashed, non-customized products for any reason within 30 days of order delivery.
For your convenience, you can request a Fedex paid return label online at the following rate, to be deducted from your refund:
  • Per return package under 2lb: $8.00
  • Per return package over 2lb: $10.00

Whether you choose to use a label provided by us, or use your own shipping service for the return, the returned item(s) must be received in 30 days after order delivery for a full refund. 

I don't want to use the online return label, can I send my order back myself?

Yes, you can return eligible items with any trackable services. For a timely refund and identification of your return package, please include the packing slip in your package and email us your return tracking number when it's on the way. 

Do I need to pay for the shipping to send it back?

Yes, unless the product arrived damaged, defected or later than promised, you will be responsible for mailing the item back using a trackable service. We also offer the option to provide a shipping label at a discounted rate, starting at $5. 

Can I exchange a different color/size? Will there be an extra cost?

For customers in the Continental U.S., Alaska, and Hawaii* Only:
Yes, you can exchange for a different color or size as long as the product is of the same style. For example, you can exchange a shiny white cap and gown for a shiny royal blue cap and gown. 
We do offer to send an exchange package to you at our cost, so you just need to pay for shipping back the return. 
However, if you need your replacement ASAP, we recommend placing a new order, so we can send the new item to you without waiting for the return to arrive. We will refund you for the old order including the shipping paid, after we receive the return. 
If the replacement product is priced differently from the original order or the price has changed since your purchase, you may need to pay for the negative price difference or you may be able receive a refund for the positive price difference. 
Exchanges outside the above mentioned area is not supported at this time. 

I received a defected/damaged product. Do I still need to pay shipping to send it back?

For item arrived with defect or damaged, we will provide you with a paid return label or let you know that no return is needed. Please email or call as soon as you find out about the product damage or defect, and let us know if you'd like a refund or replacement. You may include a picture of the defective product in the email to help us determine the issue. 

What items are not eligible for return? Can I return a customized product?

Understandably, customized products such as a custom degree hoods, customized Stoles, V-stocks or Diploma Cases can only be refunded or returned if we are responsible for the manufacturing error or quality issue. In the case that your customized product is defected, please contact us describing the issue, and we will help you replace or refund the item. 

What if my return package got lost by UPS/USPS/FedEx?

If you plan to purchase, or have purchased your own shipping label for your return, we recommend you keep a copy of the tracking number and receipt. In the rare occasion that a return package is lost in transit, you will be able to contact the carrier to get your money back for the postage paid. 
We may grant you a full refund or exchange regardless, if proper documents such as your receipt and tracking details were shown that you did try returning the products to our location.  

If you have any questions regarding our return policy, please email us at info@capandgowndirect.com or call 347-669-4696.