Shipping & Returns

Shipping & Returns

After the launch of each batch of jackets, they are made to order so we have as little waste as possible. The making process takes 8-10 weeks and we keep you up to date along the way so you know where your jacket is up to. 

We use DHL Local for all UK and worldwide shipping, and Royal Mail Tracked & Signed for European deliveries. 

When your jacket is ready to be dispatched, we'll send you an email with your tracking details so you can follow your jacket's journey to you. 

Shipping times:

UK customers - Next working day.

EU customers¬†- 2 ‚Äď 5 working days after dispatch.

Rest of World customers - 3 - 7 working days after dispatch.

You'll get an email and/or text message from DHL / Royal Mail with your tracking details. They will give an expected day of delivery and will attempt delivery up to 3 times. If your delivery failed and your jacket was returned to us, we would need to re-charge you for shipping a second attempt. 

For any queries, please email hello@paynterjacket.co.uk

Customs, Clearance & Duties Fees:

As a small business we are unable to cover the cost of any customs, clearance or duties fees and so must be paid for by the customer.

Returns:

We spend months making one product the very best it can be. Together with our factory, we strive to produce our jackets to the highest quality. Hopefully, that means we'll have made a jacket you love. But if there's any reason you'd like to return your jacket, we accept returns within 28 days of delivery. Read on for the finer details. Our address for returns is: Paynter Jacket Co, Studio 26, Hackney Downs Studios, 17 Amhurst Terrace, Lower Clapton, London, E8 2BT, United Kingdom. 

International Returns:

If you are sending your jacket back from outside of the UK, please clearly mark the parcel as a 'Customer Return'. Otherwise, the return will be charged import duties and this fee will be deducted from your refund.

Refunds:

If you would like to return your jacket, we can offer a refund if it is returned in unworn condition, in it's original packaging. You will need to return your jacket to us within 28 days of it arriving with you. Your return would need to be fully tracked, and tracking details sent to us at hello@paynterjacket.co.uk including your reason for refund, order number and full name.

Exchanges:

As we make to order, we can't promise an exchange will be possible, but the earlier you ask us, the better your chances will be. Please start by sending us an email with your original order details and stating what you'd like to swap for.

If the alternate size or colour is available we will complete your exchange. If that's not possible, we will make a refund excluding shipping, customs and import duties. For international exchanges, we will need to charge shipping costs for replacement jackets, as a small business we are unable to cover this cost.

What happens with my returned jacket?

Jackets returned to us in perfect condition will be offered to our waiting list, one by one. We have long waiting lists of customers who weren't able buy a jacket. Every returned jacket goes to a good home. So far, we've got a 100% success rate in 'rehoming' returned jackets, not a single one has been wasted.

The Small Print

As a small business we are not able to cover the cost of returns postage so we ask you to send it back using tracked postage. Once a returned jacket is back and checked over, refunds will be made within 1-3 days. Once we receive your return, we will inspect it to make sure the jacket hasn’t been worn, and is in good condition. If for any reason your return did not meet our standards, we would contact you directly via email. If you have returned a jacket in un-sellable condition, we would return it to you and no refund would be issued to you. If it needs to be professionally cleaned, the fee would be deducted from any refunds owed. That's never happened, but we've got to put the small print somewhere.

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