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We are confident that you will fall in love with your Imperial Rope Cap. If for any reason, you wish to make a return, you have 14 days from date of receipt to return your item. We can not accept items returned after this date. 

To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging. You will also need the receipt or proof of purchase.

To start a return, contact us at If your return is accepted, we will email you with instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

The cost of return postage is payable by the customer, the only exception to this is if the item was sent by error or is being returned due to a fault, as previously agreed via email.


Damages and issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items

We can not accept items that do not meet the conditions stated in our policy. Any signs of use or damage to your item will not be accepted for refund.

Unfortunately, we cannot accept returns on customised items unless they are faulty or if we have made a mistake (for example using the wrong material or making a spelling mistake on the embroidery). 

Unfortunately, we cannot accept returns on sale items.

Please get in touch if you have questions or concerns about your specific item.



Please ensure you obtain proof of postage upon returning an item. We are not liable for goods lost in the post whilst being returned. Please consider using a trackable postage service, particularly, if the goods are of high value.

We will notify you once we’ve received and inspected your return. If your item meets the conditions stated in this policy the refund will be approved. If approved, you will be automatically refunded on your original payment method within 7 days. Please take into account it can take some time for your bank or credit card company to process the refund.

If your refund is not showing on your records please do the following before contacting us –

Check your bank account/ payment account again. Contact your bank/ Credit Card company.

There is often a delayed processing time, please allow for this. Please only contact us if you have followed all the steps above and still do not have a resolution -

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