Refund policy

Return & Exchange Policy

We want you to feel confident when ordering from Jacket Mode. If an eligible item isn't right for you, our return and exchange policy explains the options available and how to request assistance.

20-Day Return Window

Eligible products may be returned within 20 days of delivery.

To qualify for a return, the item must be:

  • Unworn and unused

  • Unwashed

  • In its original condition

  • Free from stains, odors, damage or alterations

  • Returned with original tags attached

  • Returned with original packaging where reasonably possible

Items that do not meet these requirements may not qualify for a refund or exchange.


How to Request a Return

Before sending an item back, contact our support team at hellothejacketmode@gmail.com.

Please provide:

  • Your name

  • Order number

  • Item you wish to return

  • Reason for the return

  • Photographs where the item is damaged, defective or incorrect

Our team will review your request and provide the appropriate return instructions if your return is eligible. Please do not send a return without first contacting us.


Exchanges

Need a different size or color? Eligible products may be exchanged subject to product and size availability. Contact hellothejacketmode.com with your order details and the size or variation you require.

If the requested replacement is unavailable, our team will explain the available alternatives.


Damaged, Defective or Incorrect Items

Please inspect your order after delivery.

If you receive a product that is damaged, defective or different from what you ordered, contact us promptly at hellothejacketmode.com.

Include your order number and clear photographs showing the issue. Once reviewed, we will determine the appropriate resolution, which may include a replacement or refund where applicable.


Non-Returnable Items

Certain products may not be eligible for standard returns, including:

  • Items specifically marked Final Sale

  • Clearance products designated as non-returnable

  • Products showing signs of wear or use

  • Washed, altered or damaged products

  • Products returned without required tags

  • Certain customized or personalized products, where clearly disclosed before purchase

Any product-specific return restriction should be reviewed before ordering.


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.


Original Shipping Charges

Original shipping charges and return shipping costs may be non-refundable except where required by applicable law or where the return results from an error attributable to Jacket Mode.

Any applicable return-shipping responsibility will be communicated during the return process.


Return Responsibility

Please package returned products securely.

Where customers are responsible for return shipping, we recommend using a trackable delivery service and retaining proof of shipment until the return has been completed.


Need Help With a Return?

Contact our customer support team:

Email: hellothejacketmode@gmail.com

Please include your order number to help us assist you efficiently.