Refund policy

Captive Collars® Refund & Return Policy

We take great pride in creating every piece by hand in our studio, custom-crafted for each customer. Because of the personalized nature of our products, we maintain the following policies:

📦 All Sales Are Final

All transactions are final.

All orders are custom-handmade to order at the time of purchase. Because each item is made to order and for hygiene and safety reasons, we do not accept resizes, exchanges, returns, cancellations, or give refunds. This policy is clearly stated in our Terms of Service, Sizing Guide, FAQs, Refund Policy, and Order Confirmation. Please carefully review sizing information and product details before placing your order.

We also do not offer price adjustments on orders placed prior to sales, promotions, or markdowns.

🔒 90 Day Product Guarantee & Care

Durable, beautifully crafted day collars built to last. Not for play—Learn how to keep your jewelry pristine: captivecollars.com/pages/jewelry-care

Exclusions to our guarantee include:

  • Stretch bracelets
  • The Captive™ Forever Lock
  • Metal allergies
  • Damage resulting from misuse (failure to follow care instructions)

Important: Any modifications made to the original product will void the guarantee.

🔧 Order Errors

If your order has a defect or error on our part, contact us within 72 hours and we’ll make it right.

🚚 Shipping Issues (Lost / Damaged / Delivered but Missing)

Once your package leaves our studio, all shipping is handled by the carrier. We are not responsible for:

  • Lost, stolen, or misdelivered packages
  • Delays in transit
  • Packages marked as “delivered” but not received

For any issues, please contact the shipping carrier directly to file a claim.

🌎 International Orders: Customs, Duties, and Taxes

Customs fees, import taxes, duties, and VAT are not included in your order total. These are the responsibility of the customer and are collected by your country at delivery. Captive Collars® is not responsible for any customs delays, fees, or additional charges incurred after shipment.

📦 Returned or Refused Packages

  • Contact us to arrange for reshipment and pay the required shipping & handling fees
  • Packages returned without prior contact will be held for 60 days, after which the order will be disposed of
  • Packages refused due to unpaid customs duties may incur additional reshipping fees

❓ Questions?

If you’re unsure about sizing, lock options, or design details, we are happy to help before you place your order. Please don’t hesitate to reach out — we want you to feel confident in your purchase.