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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:

  1. Tell us what you need instead
  2. We'll send the replacement immediately
  3. 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:

  1. Inspection: We inspect the item within 1 business days
  2. Approval: You'll receive email confirmation once approved
  3. Refund issued: Within 3-5 business days to your original payment method
  4. 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.