Cancelling an order

• You can cancel within 24 hours of placing your order, from your order page or by email, for a full refund.
• After 24 hours, we can refund only if production has not started. Our production team confirms the status first.
• If your items are already made and can be used for another customer, we may still refund with the production team's approval.

Personalized and made-to-measure items

Items with embroidered names, institution details, engraving or other personalization cannot be refunded once production has started, unless they are faulty or not what you ordered.

Faulty items and late delivery

• If an item has a production fault, or is not what you ordered, tell us within 7 days of receiving it, with a photo. We will repair it, remake it or refund it. A safety-related complaint is investigated within 48 hours, and garments with a confirmed safety defect are withdrawn.
• If your order reaches you after your graduation day through our fault, you can ask for a full refund.

Accessories and campus wear

• Unused items that are not personalized can be returned within 14 days of delivery, in their original packaging, for a refund.
• Personalized accessories follow the rule for personalized items above.
• Return postage is paid by you unless the item is faulty.

Delivery fee

The 49 AED home delivery fee is refunded if you cancel before dispatch, or if the order is faulty or late. It is not refunded once an order has been delivered as ordered.

Rented gowns

• Your security deposit is refunded when you return the gown. Returned at the venue or our facility: in cash.
• Returned through delivery or at your school: by bank transfer. Send us your UAE bank details and order number.

How to ask for a refund

Email customerservice@caps-gowns.com with your order number and the reason. We reply within 2 working days.

When you receive your refund

• Approved refunds are paid within 14 working days, to the card you paid with, or by bank transfer to a UAE account.
• If you cancel while your institution's orders are still being collected, we refund once your school's orders have been dispatched, and no later than 30 days after your request.