If a coat does not fit or is not right, you have seven days from delivery to exchange or return it. No argument, provided it is unworn.
The seven-day window
Tell us within 7 days of delivery. After that we can usually still help with a manufacturing fault, but not with a change of mind.
What we can accept
- Unworn and unwashed, with tags still attached
- In the original packaging
- No embroidery, badges or alterations added
- Proof of purchase — your order number is enough
What we cannot accept
- Coats that have been worn on shift, washed or dry-cleaned
- Coats embroidered or personalised to your order
- Bulk orders where sizes were cut to your specification, unless the fault is ours
Exchanges
Size exchanges are the easiest case. Message us with your order number and the size you need, and we send the replacement out as soon as the original is on its way back. You pay the return delivery; we cover the delivery of the replacement.
Refunds
Once the coat reaches us and passes a quick check, we refund within 7 working days by bank transfer to the account you nominate. Because orders are paid in cash on delivery, we cannot reverse a card payment — we will ask you for account details at that point.
If the fault is ours
A seam that has given way, a missing button, the wrong item in the box — that is on us. Send a photograph to [email protected] and we cover the return delivery as well as the replacement.
How to start
Email [email protected] or use the form on our contact page with your order number and a line about what went wrong. We reply with the return address and a reference to write on the parcel.