Refund policy

Refund, Return & Exchange Policy

Thank you for shopping with ThriftJacket. Please read this policy carefully before requesting a return, as some conditions are specific to the nature of our products.

Cancellations

Orders can be cancelled free of charge within 15 minutes of ordering. After that, cancellations are handled on a case-by-case basis, as we begin preparing orders quickly. If you believe you may still be eligible to cancel, email us at support@thriftjacket.com with your order number as soon as possible and we'll let you know what's possible.

Please note that once an order has shipped, it can no longer be cancelled. At that point, this Refund, Return & Exchange Policy applies instead.

Returns

You may request a return within 14 days of your purchase date. To start a return, email us at support@thriftjacket.com with your order number and the reason for the return. We'll respond with the next steps.

Return Shipping

The buyer is responsible for the return shipment reaching us. You must use a tracked delivery service so that both you and we can confirm the item was sent and delivered. We cannot process a return for an item we have not received, so tracking protects both sides.

Exchanges

We accept exchanges within 14 days of purchase, subject to availability of the size or colour you'd like instead. To request an exchange, email us at support@thriftjacket.com with your order number and the item you'd like in its place. As with returns, the buyer is responsible for the tracked return shipment reaching us, and we'll cover sending the replacement item out to you once we've received the original. If the item you want is unavailable, we'll offer a return instead.

Refunds

Once we receive and inspect a returned item, we'll issue a refund to your original payment method for the price of the item. Return shipping costs are non-refundable, and as noted above, the buyer covers the cost of the return shipment.

If your item arrives damaged, email support@thriftjacket.com within 14 days of purchase with your order number and clear photos of the damage. For damaged items we cover the full cost of making it right, including return shipping where a return is needed.

Before issuing a refund, we may first offer to re-ship or replace the item, in many cases we'd rather get you the correct piece than cancel the order outright.

Refund Processing Time

Once we've received and inspected your returned item, or approved a damage claim, we'll process your refund to your original payment method within 5 business days. Please allow an additional 5 to 10 business days for your bank or card provider to post the funds to your account, as this timing is outside our control.

Lost or Undelivered Packages

Lost packages are handled on a case-by-case basis. If your tracking shows your order has not arrived, contact us at support@thriftjacket.com and we will investigate with the carrier.

As a general rule, we will do our best to re-ship your order where a package is genuinely lost in transit. However, we are not able to re-ship or refund in situations that are within the buyer's control, for example where a package was not collected, delivery was refused, or an incorrect or incomplete address was provided at checkout.

How to Reach Us

For any return, refund, or delivery question, email support@thriftjacket.com with your order number and details. We read every message and will do our best to sort things out fairly.