Returns & Exchange Policy

Last Updated: September 2025

At Jacket Loom, we want you to love your purchase. If something isn’t right, we make it simple to return or exchange your item — as long as it meets the conditions below.

Return & Exchange Eligibility

 

You may request a return or exchange if:

  1. You contact us within 14 days of receiving your order.
  2. The item is unused, unworn, unwashed, and in its original condition and packaging.
  3. All tags, labels, and accessories are still attached.

We cannot accept returns or exchanges if the product shows signs of wear, damage, or alteration.

Non-Returnable / Non-Exchangeable Items

Some items are not eligible for return or exchange, including:

  • Custom-made or personalized jackets (once production has started).
  • Final sale or clearance items clearly marked as non-returnable at the time of purchase.
  • Items returned after the 14-day return period.

Return Process

  1. Contact Us First
    Email us at info@jacketloom.com or call +44 7587 909957 with your order details.

    Please include:

    • First & Last Name

    • Order Number

    • Reason for Return or Exchange

    • Photos of the item (if damaged or defective)

  2. Wait for Approval
    Our team will confirm if your return/exchange is eligible and provide you with return instructions.

  3. Ship the Item Back

    • Pack the product securely in its original packaging.

    • Use a trackable shipping method.

    • Customers are responsible for return shipping costs, unless the return is due to our error (wrong item sent) or a defective product.

Refunds

  • Approved refunds will be processed to your original payment method within 5 business days after we receive and inspect the item.

  • Depending on your bank or payment provider, refunds may take up to 10 business days to appear in your account.

  • Shipping fees are non-refundable, unless the return is due to our error.

Exchanges

  • Exchanges are subject to product availability.

  • If the requested item is out of stock, we will issue a refund instead.

  • Exchange shipping costs are the responsibility of the customer, unless due to a defect or error on our part.

Damaged or Defective Items

If you receive a damaged or defective product:

  • Contact us within 48 hours of delivery.

  • Provide clear photos of the damage/defect and your order number.

  • We will arrange for a replacement or a full refund at no extra cost to you.

Contact Detail

Email: info@jacketloom.com
Phone: +44 7587 909957
Address: 123 Bishopsgate, London EC2M 3XD, UK
Business Hours: Monday–Friday, 9:00 AM – 5:00 PM (PKT)