Thank you for choosing . We strive to ensure your complete satisfaction with every purchase, and we’ve outlined our transparent, hassle-free refund and return policy below for customers in the United States and Canada.
To qualify for a return or refund, all sweaters and jackets must meet the following criteria:
- Items must be unworn, unwashed, and free from damage, with all original tags, labels, and packaging intact.
- Returns must be initiated within 30 calendar days of delivery.
- Products must remain in their original condition—no stains, odors, alterations, or signs of use.
- Final sale items (clearly marked “Final Sale” on the product page) are non-returnable and non-refundable.
Follow these steps to initiate a return for sweaters or jackets:
- Contact our customer support team via email at [email protected] or phone at (Monday–Friday, 8:00 AM–6:00 PM, Central Time) to request a Return Authorization (RA) Number. Be sure to include your order number and the reason for your return.
- Pack the item(s) securely in a shipping box (we recommend reusing the original packaging) and clearly print the RA Number on the exterior. Include a copy of your order confirmation or packing slip for reference.
- Ship the return package to the address provided by our support team. Return shipping costs are the responsibility of the customer, unless the item is defective, damaged in transit, or incorrect (see Section 4 for details).
- We strongly advise using a trackable shipping service and retaining the tracking number—we are not liable for lost, stolen, or misdirected return packages containing sweaters or jackets.
- Once we receive and inspect your returned sweater or jacket (typically 3–5 business days after delivery to our warehouse), our team will verify compliance with our return eligibility criteria.
- Approved refunds will be issued to your original payment method within 5–7 business days of inspection. Refunds cover only the purchase price of the item(s), minus any applicable restocking fees (see Section 5).
- Original shipping costs (for standard or expedited delivery) are non-refundable, unless the return is due to our error.
- Canadian Customs Duties & Taxes: For orders shipped to Canada, any import duties, taxes, or customs fees assessed by the Canada Border Services Agency (CBSA) or the carrier at delivery are non-refundable. These charges are imposed by Canadian authorities and are not collected or retained by our brand, so they will not be included in any refund amount.
- Exchange requests: We do not offer direct exchanges for change-of-mind or sizing preferences. If the size or style of your sweater/jacket does not fit as expected, please return the unwanted item for a refund and place a new order for your desired product. If we shipped the wrong size, style, or color, refer to Section 4—we will arrange a replacement (if in stock) or full refund per your preference.
If your sweater or jacket arrives:
- Defective (e.g., loose stitching on a cashmere sweater, faulty jacket zippers, torn knit fabric, or incorrect color dyeing)
- Damaged during shipping
- Incorrect (wrong size, style, color, or material)
Please contact our support team within 30 days of delivery, providing photos of the item and its packaging. We will cover all return shipping costs and offer you a choice of a full refund, a replacement (if the item is in stock), or store credit.
- Personalized or custom-made are non-returnable and non-refundable, unless they arrive defective.
- Items damaged due to improper care (e.g., machine-washing dry-clean-only cashmere sweaters, using bleach on cotton jackets, or tumble-drying wool sweaters) are not eligible for returns or refunds.
