Refund policy

Refund & Return Policy

At Cappilio (operated by Shop & Smile Limited), customer satisfaction is our top priority. If you are not entirely satisfied with your purchase, we are here to help.

Return Policy Overview

  • Return Window: You have 30 days from the date of delivery to request a return.
  • Eligible Condition: Items must be unused, unwashed, in their original condition, with all tags attached, and in the original packaging.
  • Restocking Fee: We do not charge any restocking fees.
  • Return Shipping Costs: Customers are responsible for paying their own return shipping fees for change-of-mind returns. We recommend using a trackable shipping service, as we cannot be held responsible for items lost in transit.

2. Damaged, Defective, or Incorrect Items
If you receive a faulty, damaged, or incorrect item, please contact support@cappilio.store as soon as possible within your 30-day return window with your order number and clear photo/video evidence. We will arrange a free replacement or issue a full refund at no extra cost to you. with the following details:

  • Your Order Number
  • Description of the defect or damage
  • Clear photo or video evidence

Once approved, we will send you a free replacement item or issue a full refund. You will not be required to pay for return shipping on damaged or incorrect items.

3. How to Initiate a Return

  • Contact us at support@cappilio.store within 30 days of receiving your order with your order number and reason for return.
  • Once your return request is approved, our team will provide you with full authorization and return instructions.
  • Package the item securely and ship it back to our official UK warehouse return address below. Do not send items back without prior authorization.

4. Refunds, Cancellations & Exchanges

  • Refunds: Once your return is received and inspected at our Leicester warehouse, we will notify you of the approval or rejection of your refund. Approved refunds will be processed back to your original payment method within 5 – 7 business days.
  • Cancellations: Cancellation requests must be submitted before your order is processed or dispatched. Once an order has been shipped, our standard return procedure applies.
  • Exchanges: For size or item exchanges, please contact support@cappilio.store so we can assist you with the process.

5. Return Address & Merchant Details
All authorized domestic UK returns must be sent directly to our UK warehouse:

  • Legal Business Name: SHOP & SMILE LIMITED
  • Trade Name: Cappilio
  • Warehouse & Return Address: 256 Milligan Road, Leicester, LE2 8FG, United Kingdom
  • Registered Office Address: Apartment 36 West Point, 58 West Street, Sheffield, England, S1 4EZ, United Kingdom
  • Company Registration Number: 16152123
  • Customer Support Email: support@cappilio.store
  • Customer Support Phone: +44 7441 423315 (Monday – Friday, 9:00 AM – 5:00 PM GMT)

Last Updated: August 22, 2026