Terms & Privacy

At CAPTIVE, we strive to ensure that you are completely satisfied with your purchase. Please read our exchange and return policy carefully to understand your rights and obligations.

Returns

1. Eligibility for Returns:
- Returns are accepted within 7 days of purchasing the product.
- The item must be unworn, and the original packaging must be preserved and intact.
- The item must be in its original condition, without any signs of wear, damage, or alteration.

2. Return Process:
- To initiate a return, please contact our customer service team with your order number and reason for return.
- Upon approval, you will be provided with the return address and instructions.
- Please ensure that the return shipment is securely packaged to prevent any damage during transit.

3. Refunds:
- Once the returned item is received and inspected, we will process your refund.
- Refunds will be issued to your original method of payment within 7-10 business days after the returned item is received and approved.
- Shipping costs for returning the item are the responsibility of the customer and will not be refunded.

Exchanges

1. Eligibility for Exchanges:
- Exchanges are possible for 15 days with available items from our current collection.
- The item to be exchanged must meet the same conditions as returns (unworn and in original packaging).

2. Exchange Process:
- Contact our customer service team with your order number and the item you wish to exchange.
- If the exchange item is of higher value, you will be required to pay the difference. If it is of lower value, the difference will be refunded to your original payment method.

Custom Charges and Delays

- In the exceptional case that custom charges are applied in certain countries, we cannot be held responsible for these fees.

- Any delays caused by customs clearance do not count towards the estimated shipping deadline.

Order Cancellations

- Orders cannot be canceled once they have been shipped.
- Orders can be canceled before they depart. Please contact our customer service team immediately if you wish to cancel your order.

Damaged or Incorrect Items:

- If you receive a damaged or defective item, please contact our customer service team within 48 hours of receiving the product.
- Provide a detailed description of the issue and include photographs if possible.
- We will arrange for a replacement or a refund, including return shipping costs, in such cases.