What you can return or exchange depends on the kind of garment you ordered. Your order confirmation shows the kind. A website order can be changed or cancelled within 24 hours of placing it, before production starts.
If something is wrong when your order arrives, tell us within 10 days of delivery. The steps are in section 3.
1. Made to Order Garments
Made to Order
Made to your design, so it cannot be returned, exchanged or refunded unless the item is defective, damaged, or made incorrectly against the approved order details. Check the design proof and approve the finished photos before dispatch.
Blank Garments
Plain jackets with no decoration. They can be returned or exchanged within 10 days of delivery if they are unworn, unwashed and still have their tags and original packaging, with a return authorization number. Returns carry a restocking fee; exchanges do not.
Made to order garments are cut and sewn to your design or specification. They cannot be returned, exchanged or refunded unless the item is defective, damaged, or made incorrectly against the approved order details. That is why we ask you to check the design proof and approve the finished photos before dispatch.
We cannot exchange a made to order jacket for a different size. Use the size guide before you order, and for bulk orders ask for a sizing sample first.
2. Blank Garments
Blank garments can be returned or exchanged within 10 days of delivery if they are unworn, unwashed, and still have their tags and original packaging. Ask for a return authorization number through the Contact Us page, with your order number.
Returns carry a restocking fee of 15 to 25 percent, or 35 USD, whichever is greater. Exchanges carry no restocking fee.
For an exchange, tell us which jacket you want instead. The returned jacket is refunded to your original payment method and the replacement is processed as a separate order and payment. You arrange and pay for return shipping in both cases.
3. Reporting a Problem
Damaged package. Every package is insured. If the package arrives damaged, take photos before you open it and file a complaint with the courier straight away. Then tell us through the Contact Us page with the courier complaint number and your order number.
Check your order as soon as it arrives. If it is damaged, defective, or made incorrectly against the approved order details, tell us through the Contact Us page within 10 days of delivery. Include your order number, photos of the whole garment and a close-up of the problem, and the approved design or photo set if the problem is a difference from it.
We acknowledge your message within one business day and confirm the next step within 2 business days. Depending on the problem this is a remake, a replacement of the affected pieces, a partial refund, or a full refund on return. Because production takes place at our production facility in Sialkot, Pakistan, we cannot offer local repairs.
If we ask you to send an item back, we give you the return address with the authorization number and we cover the return cost for a confirmed fault.
4. What Is Not a Defect
Colors. Small differences from your screen or a swatch, and dye lot variance between batches.
Leather. Natural grain and marks.
Sizes. Measurements within one inch (2.5 cm) of the size chart.
Embroidery. Fine detail that we simplified and told you about before production.
Changes. Anything you asked us to change after approval.
Section 5 of our Terms and Conditions explains these in full.
5. Changing or Cancelling
You can change or cancel a website order free of charge within 24 hours of placing it and before production starts. Tell us through the Contact Us page with your order number and what you want to change.
After 24 hours, or once production has started, the order cannot be changed or cancelled because materials are cut and work is under way. Bulk and private label orders can be cancelled without charge until the date stated in the quote or until we confirm that production has started, whichever comes first. After that, the cost of work done and materials bought for the order is deducted from any refund. If we cancel an order for any reason, you get a full refund.
6. Return Authorization
Do not send anything back without a return authorization number. We give you the address to ship to together with the number. Parcels that arrive without a number cannot be accepted, and any return shipping or import charges on them are the sender's responsibility.
7. Refunds
Approved refunds go to the original payment method within 5 to 10 business days of our confirmation. Your bank or card provider may need several more days to show it, depending on their processing time.
Production and delivery times are on the Shipping and Delivery page. Order status is on the Track Order page.