Refund policy

Thanks for shopping with The Jacket Mode. We want you to love what you ordered - but if something's off, here's exactly how returns, exchanges, and refunds work.

Returns

Returns must be requested within 20 days of delivery. Items must come back unworn, unused, and with all original tags attached.

Sizing issues:

  • If you confirmed your measurements within 24 hours of receiving our size confirmation email, and the jacket you received doesn't match those confirmed measurements, you're entitled to a full refund.
  • If the jacket matches your confirmed measurements but still doesn't fit the way you expected, you're eligible for an exchange or a 70% refund - since the jacket was cut exactly to the numbers you approved.
  • Every jacket is built to the size you confirm, which is why getting that confirmation right matters so much on our end and yours.

Late, damaged, or defective items:

  • If your order doesn't arrive within 30 days of shipping, or arrives damaged or defective, you're entitled to a full refund once you complete the return process below.

Getting your return moving: Once you request a return or exchange, please ship the item back within 4 – 5 business days, and send us clear photos along with it. For sizing complaints, we'll need photos of you actually wearing the jacket so we can see the fit issue firsthand.

How to Start a Return

Email hello@thejacketmode.com with your order number and photos showing the issue:

  • Sizing: photos of the jacket worn, showing where it's too tight or too loose.
  • Defects or damage: clear photos of the specific problem area.

Once we've reviewed everything, we'll send you an RMA number and our return address. Please repackage the jacket the way it arrived and include the RMA number with your return.

Return shipping costs are covered by the customer.

Refund Timing

Once your return arrives, please allow up to 10 days for us to inspect it and process your refund. We'll email you once it's done.

If you're returning an item for a refund, send us the tracking number and carrier name within 1 – 2 days of shipping it back - we need this to confirm it's on its way to us. Refunds can't be processed without it.

Exchanges

Want a different size or a fix instead of a refund? Send photos of yourself wearing the jacket along with an explanation of the issue.

  • Sizing: tell us exactly what needs adjusting, and we'll cut a new jacket to your updated measurements.
  • Defects: once we've confirmed the fault from your photos, we'll get a replacement into production.

Each order is eligible for one exchange. Once your replacement jacket ships, that order is closed for further exchanges or refunds. We ship the new jacket only after the original one is back in our hands, and you'll get tracking once it's on the way.

Custom & Made-to-Measure Orders

Because these are built entirely around your specifications, custom-fit and personalized jackets aren't eligible for a standard refund. If you're not happy with a custom piece, you can choose:

  • A 70% refund of the order total, or
  • An exchange for another jacket of equal value, covering only the shipping cost.

Cancellations

Cancel within 24 hours of ordering for a full refund, no questions asked.

After 24 hours, production is already underway, so cancellations are subject to a 25% fee, with the remaining 75% refunded.

Order Placed in Error, Shipped Correctly

If you ordered the wrong item by mistake and we shipped exactly what you ordered, you're still eligible for a 75% refund - the remaining 25% covers the cost of shipping and materials already committed.

Questions

Email us at hello@thejacketmode.com any time.