Thank you for shopping with us. We want you to be completely satisfied with your purchase. If you are not satisfied for any reason, please review our policy below.
1. Returns
1.1. Return Timeframe
- You can return your purchase, unopened items within 14 days of delivery for a full refund.
- For certain items, exceptions may apply. Please see section 1.5 “Exclusions” for details.
- During holiday periods, we may extend our return timeframe. Any extended return windows will be clearly communicated on our website.
1.2. Conditions for Returns
To be eligible for a return, items must be:
- Unused and in new condition: Items must be returned in the same condition you received them.
- Original Packaging: Items must be returned in their original packaging, including all accessories, manuals, Tags, and included items.
- Resalable Condition: The product must be in a condition that it can be resold.
1.3. How to Initiate a Return
To initiate a return, please follow these steps:
- Contact us: Notify our customer support team within 14 days of delivery to request a return. You can contact us via:
- Provide Information: Please provide the following information when contacting us:
- Your order number
- The item(s) you wish to return
- The reason for the return is helpful for us to improve
- Photos of the item and packaging if the item is damaged or defective.
- Return Instructions: Our customer support team will review your request and provide you with detailed instructions on how to return the item(s). This includes a return shipping label or instructions for mail returns.
1.4. Return Shipping Cost
- Defective or Incorrect Items: If you are returning an item because it is defective, damaged upon arrival, or you received the wrong item, we will cover the return shipping costs. We will provide you with a prepaid return shipping label.
- Customer Discretion: For returns due to customer discretion (e.g., you changed your mind, ordered the wrong size, or no longer want the item), you will be responsible for the return shipping costs.
- Original Shipping Fees: Original shipping fees are non-refundable unless the return is due to our error (defective, damaged, or incorrect item).
1.5. Exclusions
The following items are not eligible for return:
- Personalized or Custom-Made Items: Items that are custom-made or personalized to your specifications cannot be returned unless they are defective.
- Items marked as “Non-Returnable”: Any items explicitly marked as “non-returnable” on the product page are not eligible for return unless they are defective.
2. Refunds
2.1. Refund Timeframe
- Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
- If approved, your refund will be processed, and a credit will be automatically applied to your original method of payment within 5-7 business days. Please note that processing times may vary depending on your payment provider.
2.2. Refund Method
- Refunds will be issued to the original payment method used for the purchase.
- In certain situations and at our discretion, we may offer an exchange as an alternative to a refund.
2.3. Exclusions
- Refunds may be denied if the returned item does not meet our return conditions (section 1.2).
- We reserve the right to refuse a refund if there is evidence of abuse of our return policy.
3. Exchanges
3.1. Availability of Exchanges
- We offer exchanges for certain items under specific circumstances, such as for a different size or color of the same product, subject to availability.
- If you wish to exchange an item, please contact our customer support team to inquire about exchange availability for your specific item.
3.2. Exchange Process
- If an exchange is approved and the desired exchange item is in stock, we will process the exchange.
- You will be responsible for return shipping costs for the original item, and we may cover the shipping costs for sending the exchanged item to you, depending on the reason for the exchange.
- If the exchanged item is of a different value, you may need to pay the difference or receive a partial refund accordingly.
3.3. Exclusions
Exclusions listed in section 1.5 also apply to exchanges where applicable.
Exchanges are subject to product availability. If the desired exchange item is out of stock, a refund will be issued instead, according to our refund policy.
4. Order Cancellation Policy
We understand that sometimes plans change, and you may need to cancel an order. Here’s everything you need to know about canceling an order with BAPE Hoodie.
4.1. Cancellation Before Shipping
- If your order has not yet been shipped, you may request a cancellation.
- To cancel your order, please contact us as soon as possible at sales@bapesta.com.co or +447784839136.
- Include your order number and customer details to help us process your request quickly.
4.2. Cancellations After Shipping
- If your order has already been shipped, we are unable to cancel it. However, you can return the item(s) once received, following our Refund Policy.
4.3. Processing Time
- Cancellation requests are processed within 24 hours during business days (Monday to Friday, excluding holidays).
- If your cancellation is approved, you will receive a confirmation email and a full refund will be issued to your original payment method within 5 business days.
5. Contact Information
If you have any further questions or need assistance with your return or refund, please don’t hesitate to contact us. Our customer support team can be reached at:
Email: sales@bapesta.com.co
Phone: +447784839136
Address: 6 Douglas, Little Strand, London, NW9 5NS United Kingdom.
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