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Refund policy

The Fit Promise

Every order placed through the questions about your jacket is covered by the ArcticFur Fit Promise. If the trim does not fit your jacket, we exchange or refund it, free of charge, shipping included.

Returns within 30 days

You can return a trim within 30 days of delivery for a refund. To be eligible, the trim must be:

  • unworn and unused, in its original condition
  • returned with proof of purchase (your order number or receipt)

Made-to-order trims (shown as Custom made once you select your jacket) can be returned like any other. Trims made to a custom zipper length cannot be returned unless they arrive faulty, damaged or not as described.

How to start a return

  1. Contact us at support@arcticfur.com within 30 days of delivery, with your order number and the reason for the return. If the trim is damaged or faulty, include photos.
  2. We reply within 24 hours with your return instructions.
  3. Please wait for those instructions before sending anything back. Returns sent without our approval cannot be accepted.

Return shipping

  • Covered by ArcticFur: a trim that arrives faulty, damaged or incorrect, and any return under the Fit Promise.
  • Paid by the customer: returns for any other reason, in the UK and internationally. We recommend a tracked service, and keeping the tracking number until your refund is issued.

Exchanges

  • If the trim does not fit: covered by the Fit Promise, free of charge.
  • For a different colour or cut: free within the UK. Outside the UK, shipping both ways is paid by the customer, at the rate of your original order. Contact us to arrange it.

Damaged, faulty or incorrect items

If your trim arrives damaged, faulty or is not what you ordered, contact us as soon as possible, with your order number and photos of the problem. We send a replacement or issue a full refund, whichever you prefer, and return shipping is free.

Refunds

  • We inspect a returned trim within 1 business day of receiving it.
  • Once the return is approved, we confirm by email and issue the refund to your original payment method within 3–5 business days.
  • Your bank may take a further 5–10 business days to show the refund.
  • The original delivery charge is refunded when a trim arrives faulty, damaged or incorrect, or is returned under the Fit Promise. Otherwise it is not refunded, except where the law requires it.
  • Import duties and taxes paid on delivery are not refunded.

If 14 business days have passed since we approved your return and the refund has not reached you, contact us.

Your statutory rights

This policy does not affect your statutory rights as a consumer.

Questions

Contact us or email support@arcticfur.com. Our team responds within 24 hours.

No zipper or another brand?

Tell us about your jacket and we'll email you within 24 hours with your options.

Your jacket

Look along the edge of the hood, where fur would usually attach.

Your details

We only use your details to reply to this enquiry.