Didn't work out? Here's how returns work.
Unworn items with tags can come back for store credit within 10 days of delivery. Sale and limited releases are final. That's most of it — details below.
Start your return within 10 days of delivery.
Issued as an e-gift card that never expires. Works online and in both stores.
Unwashed, original packaging intact. Footwear in its original box.
Sale, clearance, limited releases and event purchases can't be returned.
How returns work
Every return starts in our Return Center. Enter your order number and the zip code on the order, choose the items, and you'll get a prepaid UPS label to print or a QR code to show at drop-off.
Once the package reaches us and passes inspection, we issue store credit as an e-gift card for the item's purchase price. The label cost and any original shipping charges are deducted. Please don't use the Return Center to cancel an order — message us instead.
Exchanges
We don't do direct exchanges. Return the item for store credit, then use that credit to order the size, color or piece you actually want — online or in store. It's faster than waiting on a swap, and it means you're never stuck if the size you need sells out in the meantime.
What can't be returned
- Items marked SALE or CLEARANCE, and any LIMITED RELEASE product
- Anything purchased at events, pop-ups or expos
- Items bought with store credit from a previous return
- Items no longer available for sale
- Anything worn, washed, missing tags, or returned in damaged packaging — including shoe boxes with a shipping label stuck directly on them
If you're unsure whether something is final sale, check the product description or ask us before you buy.
Damaged or wrong item?
Contact us within 48 hours of delivery with your order number and a photo. We'll send a prepaid return label (US orders) and ship a replacement as soon as the original is on its way back to us. If the item is sold out, you'll get store credit for the full amount including shipping.
Refused, unclaimed or rerouted packages
Orders that are refused, unclaimed, undeliverable, or returned to us for any reason are credited as an e-gift card only, less shipping, return shipping, insurance and handling fees. Once your order ships, tracking goes to the email on the order — it's your responsibility to follow it and make sure the package is received.
If you instruct the carrier to change or reroute the address, or to drop a signature requirement, Capsule NYC is released from responsibility for that shipment and no refund, credit or claim will be approved.
In-store purchases
The same rules apply in our Harlem and Bronx stores: store credit within 10 days with the receipt, unworn with tags attached, sale and limited items final. Bring the item to either location.
Common questions
When will I get my store credit?
Usually within 2 business days of your return arriving at the store. You'll get an email with the e-gift card code; it never expires and can be combined with discount codes.
Can I get a refund to my card instead?
No — all returns are issued as store credit. The only exception is a damaged or incorrect item that we can't replace, which is credited in full.
Who pays for return shipping?
You do, unless we sent the wrong or a damaged item. The prepaid label cost is deducted from your store credit so you don't pay anything up front.
I missed the 10-day window. Any options?
Returns can't be accepted for items purchased more than 15 days ago. If you're just past 10 days, message us with your order number before sending anything back and we'll see what's possible.
Can I return an online order in store?
Yes. Bring the item with tags attached and your order number to the Harlem or Bronx store within 10 days of delivery and we'll issue store credit on the spot.
Not sure if your item qualifies? Ask before you ship it back — we answer within 24 hours.
Contact us