Refund, returns & cancellation policy

Last updated August 19, 2026

This policy covers cancelling an order, sending something back, and how and when you get your money. Delivery times, shipping costs and lost parcels are covered separately in our shipping & delivery policy.

The short version

• Cancel free of charge any time before your order is dispatched.
• Return an unworn cap within 30 days of delivery for a full refund.
• Return shipping is on us — we send a prepaid label.
• Refunds go back to the original payment method, normally within 2 business days of the return reaching us.

Cancelling an order

Before dispatch

Email support@shopmaxxx.com with your order reference and the word "cancel" in the subject line. If the parcel has not yet been handed to the carrier we cancel it in full at no cost to you, and the charge is released back to your card. Because orders placed before 2:00pm Central Time are packed the same day, the practical window is short — contact us as soon as you know.

After dispatch

Once the carrier has the parcel we cannot recall it. You can either refuse the delivery, which sends it back to us automatically, or accept it and return it under the 30-day return process below. Either way you get a full refund; refusing the delivery is simply faster.

Cancellations by us

We may cancel an order if the item turns out to be unavailable, if the price or description was listed in error, or if we cannot verify the billing details. If that happens we tell you why by email and refund the full amount, including shipping, the same day. We will never substitute a different item without asking you first.

Returns

You can return the cap within 30 days of delivery for a full refund, provided it is unworn and in its original condition with the shape insert and dust sleeve. The 30 days run from the delivery date shown in the carrier's tracking, not from the order date.

How to start a return

1. Email support@shopmaxxx.com with your order reference and a line about why the item is coming back.
2. We reply within one business day with a prepaid return label and a return authorisation number.
3. Repack the cap with its insert and sleeve, attach the label, and drop the parcel off at any carrier point.

Please do not send anything back before you have the label — unannounced returns can sit unmatched in our receiving area for weeks.

Who pays return shipping

We do. You are not paying to send back something you did not want. The one exception is an international return where the parcel is held for import charges on the way back to us; in that case the charges are deducted from the refund and we tell you the amount before the refund is issued.

Exchanges

We do not process direct exchanges. Return the original for a refund and place a new order for the size or colourway you want — that way you are not waiting for one parcel to reach us before the other ships.

Refunds

Timing

Once your return reaches us it is inspected within two business days, and the refund is issued to the original payment method immediately after. Your bank or card issuer then takes a further 5–7 business days to post it to your statement. That last stretch is outside our control; if it has been longer than 10 business days, contact us and we will send you the refund reference to give your bank.

What you get back

A full refund covers the price of the item and the shipping you paid on the original order. Sales tax is refunded in proportion to the amount refunded. Refunds are always issued to the card or account used to pay — we cannot refund to a different card, send store credit in place of a refund, or pay out by bank transfer.

Partial refunds

If a returned cap comes back with light handling marks that we can clean, we may offer a partial refund rather than reject the return outright. We will always email you the proposed amount and wait for your reply before issuing it. If you would rather have the item back, we ship it to you at our cost.

What we cannot accept

• Caps that have been worn outdoors, washed, or altered.
• Damage caused by machine washing or tumble drying — the embroidery and accents are spot-clean only.
• Items returned without their shape insert or dust sleeve, unless those parts arrived missing.
• Returns received more than 30 days after delivery.

If a return is rejected we email you a photo of the reason and ship the item back to you at no cost. Nothing is disposed of without telling you.

Damaged or wrong items

If the cap arrives damaged, or is not what you ordered, send us a photo within 7 days of delivery. We will ship a replacement at our cost or refund you in full, whichever you prefer, and you will not need to return the original. This sits outside the 30-day return process and there is no label to wait for.

Lost parcels

A parcel that never arrives is refunded or replaced in full — the tracing timelines are set out in our shipping & delivery policy.

Your statutory rights

Nothing in this policy limits the rights you have under the consumer law that applies where you live, including any statutory cooling-off or withdrawal period. Where local law gives you a longer window or a stronger remedy than the terms above, that law applies.

Contact

Every return, refund and cancellation is handled by the same address: support@shopmaxxx.com. We answer within one business day, and you can reach a person on +1-312-555-3456 during Chicago business hours.