We take pride in crafting quality outerwear, but we know buying clothes online can sometimes be tricky with sizing, feel, or fit. If your jacket isn’t quite right for you, we are here to help you get it sorted out quickly. Please read through our full policy below to understand how we handle returns, exchanges, and refunds.

1. The 30-Day Return Window

You have 30 calendar days from the day your shipment arrives at your doorstep to request a return or exchange. We use the tracking delivery date provided by the shipping carrier to determine when this 14-day window begins.

To qualify for a full refund or an item exchange, your return must meet these strict criteria:

  • Unworn & Unwashed: The jacket must be completely unused. We cannot accept items that show signs of wear, sweat, makeup stains, dirt, or lingering smells such as perfume, cologne, smoke, or laundry detergent.
  • Original Tags & Packaging: All factory tags, fabric care labels, and original clear garment bags must be attached and included in their original condition.
  • Proof of Purchase: You must include a copy of your order confirmation email, packing slip, or order receipt inside the box so our warehouse team can identify your package right away.

2. Items That Cannot Be Returned or Refunded

To keep our prices fair for everyone, certain products fall outside our standard return guidelines and cannot be sent back:

  • Worn or Damaged Goods: Any jacket that shows physical wear, altered seams, tears, pet hair, or damage caused after delivery.
  • Custom & Personalized Jackets: Outerwear that was customized with specific measurements, custom embroidery, patches, or tailored design requests.
  • Final Sale & Clearance Items: Any item purchased from our clearance section, final sale promotions, or warehouse liquidation events.
  • Late Requests: Return requests submitted after the initial 14-day delivery window has passed.

3. Step-by-Step Instructions: How to Return an Item

Sending your jacket back is easy if you follow these steps:

  1. Email Support First: Write to us at support@woolenjacket.com with your original order number, your full name, and the specific reason for your return or exchange request.
  2. Receive Authorization: Our customer support team will review your email within 24 to 48 hours and reply with a return authorization and our exact warehouse facility address.
  3. Pack Your Item Securely: Fold the jacket neatly back into its original protective bag with all tags attached. Place it inside a sturdy shipping box or heavy-duty mailer bag along with your order slip.
  4. Ship the Package: Drop off your package at your local post office or courier of choice (such as USPS, FedEx, or UPS).

Important Note on Shipping Costs: Customers are responsible for paying all return shipping costs to send items back to our warehouse. Original shipping fees paid at checkout are non-refundable. We strongly recommend choosing a trackable shipping service and keeping your postage receipt, as we cannot issue refunds for packages that get lost by mail carriers in transit.

4. Refund Approvals and Processing Timelines

Once your package arrives at our facility, here is what happens next:

  • Warehouse Inspection: Our team opens and inspects every returned item within 2 business days of arrival to verify it meets our unworn condition standards.
  • Issuing Your Credit: Once approved, we issue a refund directly back to the original payment method you used during checkout (credit card, debit card, or PayPal).
  • Bank Processing: Financial institutions usually take 5 to 7 business days to clear the funds and post the credit back onto your bank or card statement.
  • Exchanges: If you requested a size swap, we will process your exchange and ship out the replacement jacket as soon as your original item passes inspection.

5. Damaged, Defective, or Incorrect Shipments

We carefully check every jacket before it leaves our facility, but transit issues or rare mistakes can happen. If your package arrives damaged, defective, or containing the wrong item entirely, we will make it right immediately at zero extra cost to you.

  1. Notify Us Fast: Send an email to support@woolenjacket.com within 48 hours of package delivery.
  2. Provide Pictures: Attach clear photos of the damaged area, the shipping box, and the product tags.
  3. Free Replacement or Refund: Once verified, we will send you a prepaid return shipping label and immediately dispatch a brand-new replacement jacket or issue a full refund.