Refund policy
Order Cancellations
Orders that have already been shipped cannot be cancelled. If you refuse to receive a shipment and it is returned to us, we can issue a refund for the product only — shipping charges are non-refundable. If you wish to cancel an order, please contact us and wait for a confirmation that your cancellation has been accepted. Refunds may take up to 10 business days to process.
Returns
We accept returns within 30 days of receiving your item. To be eligible, items must be unopened, unused, and in their original condition — with all tags attached and in original packaging. A valid receipt or proof of purchase is required.
Any product showing damage to the box or a broken seal cannot be returned, refunded, or credited. Shipping charges are non-refundable. Defective products may be eligible for merchandise credit — please contact us immediately upon receiving a damaged or incorrect item so we can evaluate and resolve the issue.
Unfortunately, we cannot accept returns on sale items or gift cards. Certain items are also non-returnable by nature, including perishable goods, custom or personalised products, personal care goods, hazardous materials, flammable liquids, or gases.
Return Process
To start a return, contact us at hello@cape-island.com. Once we've confirmed your item is eligible, we'll provide you with a return authorisation and a prepaid return shipping label, along with instructions on where to send your package.
Returns sent without first requesting authorisation will not be accepted or processed. We recommend packaging items carefully to prevent damage in transit and using a trackable shipping method for your own records.
Important Notes
Cape Island USA reserves the right to deny refunds. Unauthorised returns will not be refunded. Purchases made through unauthorised resellers are ineligible for refunds or credits.
2. Exchanges
The fastest way to get the item you want is to return your original item and, once the return is accepted, place a new order separately.
3. European Union — 14-Day Cooling Off Period
If your order is being shipped into the European Union, you have the right to cancel or return your order within 14 days of receipt, for any reason and without justification. As above, your item must be unused, unworn, with tags, and in its original packaging, accompanied by proof of purchase.
4. Order Processing & Shipping
We process orders within 1–3 business days. During peak periods or holidays, processing may take slightly longer. Orders are processed on weekdays only — no shipments on weekends or public holidays.
Shipping confirmation will be emailed to you once your order has been dispatched. Transit times vary by destination.
Shipping Restrictions
We do not deliver to PO Boxes. Certain fragrance products — including diffusers and room sprays — may be subject to shipping restrictions based on carrier regulations for flammable or pressurised goods. If you are unsure whether your order can be shipped to your location, please contact us before purchasing.
Shipping Costs
Shipping costs are calculated and added at checkout. Please refer to our shipping page or contact us at hello@cape-island.com for international shipping queries.
5. Refunds
Once we receive and inspect your return, we'll notify you of the outcome. If approved, your refund will be processed to your original payment method within 10 business days. Please allow additional time for your bank or card provider to post the amount. If more than 15 business days have passed since your refund was approved, contact us at hello@cape-island.com.