Return & Refund Policy
Caldwell Menswear Return & Refund Policy
At Caldwell Menswear, we strive to provide every customer with excellent service and a comfortable shopping experience. Our return and refund policy has been carefully designed to ensure your maximum satisfaction, subject to certain conditions. Please read the following guidelines on returns and refunds carefully before proceeding.
Order Cancellations
Cancellations are only accepted within 1 hour of placing your order. After this 1-hour window, we cannot accept cancellations, as package processing will have already begun.
If you wish to cancel, please contact support@caldwell-menswear.com immediately. If your order has already shipped, we cannot cancel it. In that case, a full refund is available once you return the item after it arrives. Please be sure to include your order number when contacting us.
Returns
Please note that returns are not free — return shipping is at the customer's expense.
Returning a Product
Can I return an item I ordered? Yes, you can.
Items purchased from Caldwell Menswear can generally be returned within 30 days of receiving your order. To return an item, it must meet the following conditions:
Return Conditions:
- The item must be unused
- The item must be returned in the same condition as when purchased
- The item must not be damaged by the customer
- Hygiene products and undergarments are not eligible for return
- The package must have a tracking number (Track & Trace)
- Return shipping costs are the customer's responsibility in all cases
- We reserve the right to charge the customer for shipping costs
- You must contact us before returning an item
If the above conditions are not met, we may be unable to accept the return.
If an item arrives damaged, please take photos immediately to prove the damage was not caused by you.
We may be unable to accept returns for items suspected of use or damage.
Easy Returns in 3 Steps:
Step 1: Contact Us
If you'd like to return your order, please email support@caldwell-menswear.com.
1a: Please include your order number
2a: Please tell us the reason for the return, and we'll send you a return form
3a: If the item is damaged, please attach photos
Please also include your full name (first and last) and address.
After contacting us, we'll provide you with the return address. Please do not send the item back to the original sender's address. The correct return address will be provided after your inquiry. Return shipping is at the customer's expense.
Step 2: Ship the Item
Please include the return form and send the item to the address provided. Be sure to include a tracking number (Track & Trace) with the package. As the sender, you are responsible for ensuring the package arrives correctly. Please return the item within 14 days of receiving the return instructions.
Step 3: Return Processing
Once we receive and inspect your returned item, we'll process your refund. Unless otherwise agreed, refunds are issued to the original payment method used at purchase. Refunds are processed within 14 days.
Note: Return shipping costs are the customer's responsibility. This reflects our commitment to a sustainable shipping process. Please also note that you received free shipping on your original order.
Our warehouse is located in China, so return shipping costs may be high. Please contact customer support so we can discuss the best way to proceed.
About the Right of Withdrawal
Consumers have the right of withdrawal as described below, provided they are a natural person entering into the contract for purposes not primarily related to a trade, business, craft, or profession.
A. Right of Withdrawal
The withdrawal period is 30 days from the day the consumer, or a third party designated by the consumer (excluding the carrier), receives the last item in the order.
Because we operate a highly automated system, orders begin processing immediately after payment is confirmed. Order cancellations are only accepted within 1 hour of purchase. Once an order has been processed and shipped, cancellations cannot be accepted.
Even after shipment, consumers retain their legal right of withdrawal within the period described above.
To exercise the right of withdrawal, consumers may use the withdrawal form provided on this page, or clearly communicate their intent to withdraw to support@caldwell-menswear.com.
After we receive your withdrawal notice, we will provide instructions on how to return the item. All returns require prior approval from customer support.
Return shipping costs are entirely the customer's responsibility.
Orders in Transit
If your order has already shipped or is in transit, it cannot be cancelled. In this case, please wait for the item to arrive and then exercise your right of withdrawal following the steps above.
To process your return smoothly, you'll need to provide proof of shipment and a valid tracking number.
Effects of Withdrawal
If a valid withdrawal is exercised, we will refund all payments received for the returned item without undue delay, within 14 days of receiving your withdrawal notice.
We reserve the right to withhold the refund until we receive the returned item, or until you provide valid proof of shipment, whichever comes first.
Unless explicitly agreed otherwise, refunds will be issued using the same payment method used for the original transaction.
All return shipping costs are the customer's responsibility, and items must be sent to the return address provided by customer support.
Note: Before returning an item, please submit the withdrawal form provided on this page, or contact customer support at support@caldwell-menswear.com.
Defective or Problematic Items
We recommend checking your order carefully upon arrival. If an item is defective, damaged, or if you received the wrong item, please contact us immediately. We'll review the situation and arrange a prompt, appropriate solution.
Non-Returnable Items
Certain items are not eligible for return, including custom-made products (special orders or personalized items) and personal care items (such as cosmetics). We also cannot accept returns of hazardous materials, flammable liquids, or gases. If you're unsure whether a specific item is returnable, please feel free to contact us.
Please note that sale items and gift cards cannot be returned.
Exchanges
If you'd like to exchange an item for a different size or color, we offer free exchanges — you only pay for shipping of the new item. Exchange shipping costs are approximately ¥2,500, depending on the package weight. Since you don't need to pay for return shipping of the original item, exchanges are processed faster, so you'll receive your desired item as quickly as possible.
If you'd like to exchange an item, please contact support@caldwell-menswear.com to discuss the details.
Refunds
Once we receive and inspect your returned item, we'll let you know whether your refund is approved. If approved, the refund will be automatically processed to your original payment method. Please note it may take up to 2 weeks for the refund to appear on your card or bank statement.
Undelivered Packages
If a package is left at a pickup location (convenience store, depot, etc.) and not collected, a handling fee will be deducted from your purchase amount, as the items in that package can no longer be resold. Return shipping costs will also be charged to the original sender. Please note that if you choose not to collect a package left at a pickup location, your order amount will not be fully refunded.