Refund policy
We want you to keep your jacket because you love it, not because returning it was too much hassle. Here's exactly how it works.
The short version
- 30 days from delivery to return or exchange
- Item must be unworn, unwashed, with tags attached
- No restocking fee, ever
- Free prepaid return label for customers in the US and UK
- Refund issued within 4–10 business days after we receive and check your return
- Cancel free of charge any time before your order ships
Changed your mind before it ships?
To request cancellation before dispatch, email orders@nsmjackets.com promptly with your order number. You can also check your order at account.nsmjackets.com. If a cancellation option is available, you can use it; otherwise contact our team. Cancellation before dispatch is free of charge.
Most jackets are made to order. Please contact us as early as possible before dispatch to request cancellation or a size correction. Our team will confirm the status and best next step.
How to start a return
Two ways, both fine:
- Online: sign in at account.nsmjackets.com, open the order and select the items you are sending back. If the online return option is unavailable, email our returns team.
- By email: write to returns@nsmjackets.com with your order number and the reason for the return.
Either way, start it within 30 days of delivery. We will reply with the return address and instructions, and a prepaid label if you are in the US or UK.
Condition we need it back in
Unworn, unwashed, with the original tags still attached, in its original or equivalent packaging. Trying it on the way you would in a shop is completely fine. Wearing it out is not.
Return shipping
US and UK: we send you a prepaid return label. Return shipping costs you nothing and nothing is deducted from your refund.
All other countries: you arrange and pay for the return shipping. We recommend a tracked service, because until the parcel reaches us it is still your responsibility.
When you get your money back
Once your return arrives and passes a quick check, we issue the refund to your original payment method within 4–10 business days and email you when it's done. How long it then takes to appear depends on your bank or card issuer.
Shipping is free on every order, so the full amount you paid for the item comes back to you. If you used a discount code, the refund reflects what you actually paid, not the pre-discount price.
Damaged, faulty or wrong item
Email returns@nsmjackets.com with a photo as soon as you can, ideally within 48 hours of delivery so we can move quickly. We will send a replacement or refund you in full, and in most cases you will not need to send anything back.
This applies however long the fault takes to appear. A manufacturing defect is our problem, not yours.
Exchanges
Contact returns@nsmjackets.com within 30 days of delivery to arrange a size or style exchange. Our team will confirm return instructions, replacement availability, any price difference and dispatch timing. A separately placed replacement order is charged separately.
What we cannot take back
- Items clearly marked Final Sale at the time of purchase
- Gift cards
- Custom or personalised pieces
Discounted items that were not marked Final Sale can be returned as normal.
UK and EU customers
You also have a 14-day right to cancel (the cooling-off period) under UK and EU consumer law, starting the day you receive your order. This sits alongside everything above. Our 30-day window is longer, so in practice you get the better of the two.
Nothing in this policy affects your statutory rights in relation to faulty or misdescribed goods.
Still need help?
Email returns@nsmjackets.com or message us on WhatsApp at +44 7882 742300. We reply within one business day, Monday to Saturday.
NSM Jackets Ltd · Company No. 16838927 · Office 15586, 182–184 High Street North, East Ham, London E6 2JA, United Kingdom