Refund policy
Return Window
You have 14 days from receiving your item to request a return.
To be eligible, your item must be:
- Unworn and unused
- In original condition
- Accompanied by proof of purchase (order number or receipt)
What Can Be Returned
Standard orders (black trim, standard sizing): ✓ Full refund or free exchange within 14 days
Custom orders (non-black colours except Grey and Navy Blue, or custom measurements): ✓ Returnable only if damaged, defective, or not as described ✗ Cannot be returned for change of mind (these are made-to-order specifically for you)
How to Start a Return
Step 1: Email us within 14 days of delivery
Step 2: Include:
- Your order number
- Reason for return
- Photos (if item is damaged or defective)
Step 3: We'll review and respond within 24 hours with return instructions
⚠️ Do not send items back without approval - unauthorized returns will not be accepted.
Return Shipping
UK customers:
- We provide a free return shipping label for standard returns
- For damaged/defective items, return shipping is always free
International customers:
- You're responsible for return shipping costs unless the product is damaged or defective
- We recommend tracked shipping service
- Keep your tracking number until refund is processed
Exchanges
Need a different size or colour?
Email us and we'll arrange an exchange.
For fastest service:
- Tell us what you need instead
- We'll send the replacement immediately
- Return the original with our prepaid label (UK only)
Damaged or Wrong Item
Received damaged, defective, or wrong product?
Contact us immediately with:
- Order number
- Photos of the issue
- Description of the problem
We'll send a replacement immediately or issue a full refund - your choice. Return shipping is free.
Refund Processing
Once we receive your return:
- Inspection: We inspect the item within 1 business days
- Approval: You'll receive email confirmation once approved
- Refund issued: Within 3-5 business days to your original payment method
- Bank processing: Your bank may take an additional 5-10 business days to show the refund
Total timeline: 7-14 business days from when we receive your return
If it's been more than 14 business days since we approved your return, contact us.
Questions?
Email us - we respond within 24 hours.
We want you to love your ArcticFur. If something's not right, we'll make it right.
