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. Types of Jacket Orders
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.
In-Stock Jackets Ordered as Shown
These jackets are already in stock and ordered in the listed style, color, and size, with no changes. You may return or exchange one under the conditions in section 2. A plain jacket made after you order is made to order. Changing the color or adding a logo, name, patch, embroidery, or other detail also makes it made to order.
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. In-Stock Jackets Ordered as Shown
You can ask to return or exchange a jacket within 10 days of delivery if you ordered it exactly as shown and it is unworn, unwashed, and still has its tags and original packaging. Contact us with your order number for a return authorization number before shipping it back. A plain jacket made after you order, or one with a changed color or added decoration, follows the made-to-order rule in section 1.
Returns for a change of mind or size carry a restocking fee of 20 percent of the order total. 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
After we approve a refund, we send it to the original payment method within 5-10 working days. Your bank or card provider may take more time to show the credit. If the credit does not appear after that, contact us with your order number so we can check its status.
Production and delivery times are on the Shipping and Delivery page. Order status is on the Track Order page.