If there is an issue with your item, The Jacket Maker allows returns within 30 days of delivery. In order to return the item, you must follow a few steps:
- Pack all of the items in the original product packaging.
- Make sure items are in good condition
- Include the order number with the items
- Send the return package to the address located on their website at https://www.thejacketmaker.com/returns
- Ship the package through a traceable method (such as USPS or any other insured method)
- Include the return tracking number and return form
Once their Fulfillment Center has received and inspected the return you have made, they will issue the refund within 7 days. It takes their Fulfillment Center usually 72 hours to inspect it after receiving it. You will receive an email confirmation that your return is completed, and refunds are made to the original form of payment, getting processed within 10-45 days, depending on your bank.
The Jacket Master states that customers are entitled to a return and refund if the wrong product is received, the product has any defects, it gets damaged in shipping, or it is tampered. They make clear that for personalized or customized orders, however, a return for a refund or exchange is not allowed under any circumstances.
If you have a custom order, The Jacket Maker addresses two of the major issues that usually arise with custom jackets: design and sizing. To combat any issues with design and quality, The Jacket Maker sends photos of the product to you so that you can review the design, material, and stitching. In so far as size, they have a sizing guide to help you take your measurements. However, if there is still an issue, they will do your first alteration for free, although you still need to pay for the shipping to get it back to them (which is the case in any return or exchange.)
You as the customer are able to do either a full refund or an exchange. If you do an exchange, the exchange order is processed and delivered to you within 15 business days.