Customer Care

Easy 30-Day Refunds & Exchanges (No Return Needed)

If it’s not right, we’ll make it right, without asking you to ship anything back.

How it works

  1. Email [email protected] within 30 days of delivery with your order # and a short note.
  2. Attach 3 clear photos: front of the jacket, inside label, and the issue area (fit/defect).
  3. We reply in 1–2 business days with your options.
  4. Choose what’s best for you:
    • Refund — processed to your original payment method in 6–7 business days after approval.
    • Exchange — we dispatch your replacement with express tracking.
  5. No return needed: keep or donate the original item. We may ask for a quick photo/video of the care label snipped for verification.

What’s eligible

  • Requests made within 30 days of delivery.
  • Normal, unworn condition (try-on at home is fine).

Exceptions

  • Custom & Bespoke (made to your measurements): non-refundable. Covered by our Fit Guarantee — we’ll guide alterations or a remake solution within 30 days.
  • Personalized/monogrammed, final-sale items, and gift cards are not refundable.

Damaged or wrong item?

Report within 7 days of delivery with photos of the box and item. We’ll fast-track a replacement or refund — no return required unless we specifically request it.

Fair-use policy

To prevent misuse, we may request a physical return in rare cases. If we do, return shipping is the customer’s responsibility; we don’t issue prepaid labels.

Timing

  • Approvals: 1–2 business days
  • Exchanges: ship ASAP with tracking
  • Refunds: 6–7 business days after approval

Verification (for refunds ≥ $200)

To keep things fair, refund requests of $200+ need a quick verification:

  • 3 photos: front of jacket, inside care/brand label, and the issue area (fit/defect).
  • Short video: a quick “snip the inner care label” clip (one clean cut) to confirm the item won’t be resold.

We review in 1–2 business days and then process your refund (6–7 business days to land) or exchange (we’ll ship a replacement).

Fair-use limits

  • Per order: 1 claim allowed.
  • Per customer: up to 2 claims per calendar year. After that, claims go to an auto review (may require a physical return).

High-value items (Return on Request)

Some premium styles e.g., sheepskin pieces priced over $400 — are eligible for our easy policy, but may be placed in a “return on request” bucket. In those cases we might ask for a physical return before resolution. If a return is requested, return courier costs are paid by the customer (we do not issue prepaid labels).

Privacy

Photos and videos are used only to verify your claim and improve quality. We don’t publish or share them without consent.

Last updated: 12 August 2025

Custom Orders

Return and Alteration

We are committed to get you your perfect jacket in the first go. However, if your custom order doesn’t fit you well, we do the first alteration free of cost.

How we strive to achieve Win-Win Situation?

Custom (read: bespoke) jackets can be tricky and also keep us on our toes to achieve a win-win situation. The need of return can occur due to the following reasons.

Design & Quality

Solution: Before dispatching your order, we share pictures of your actual product with you. You can review the design, material and stitching before we dispatch it. So this reason is potentially eliminated.

Sizing

Solution: When you place your custom order, our CS agent asks for your body measurement. Please refer to our sizing guide to take your body measurements. When you take your measurements correctly, there are chances for sizing error. Still, if the jacket reaches you and it doesn’t fit you perfectly, we do the first alteration free of cost. However, you would have to pay for shipping the jacket back to us.

Refund

We do not accept returns against refunds for custom orders. Please understand that your custom order is specially made for you. All details including style, material, accessories are as per your choice and we are not likely to sell it to anyone else.