We Make It Right, Every Time
At JacketHero, your satisfaction is the real endgame. We don’t just deliver style — we deliver the experience behind it. From the moment you order to the day it lands at your door, we’ve got your back. If something’s wrong — be it size, defect, or mix-up — we’ll fix it fast, fair, and without making you chase us for it. Because when you trust us with your look, we take that trust personally.
When do returns apply?
If you receive the wrong item, the wrong size (sent by us), or a product that’s damaged or defective, your order qualifies for a full correction. In these cases, we’ll send you a brand new item at no extra product cost — and you won’t even need to return the original. Since your first order was shipped free, we may request a small shipping contribution for the replacement delivery. It’s our way of staying fair while keeping things effortless for you.
What if I just changed my mind?
We don’t accept returns or exchanges for preferences like “I don’t like it,” “I changed my mind,” or “I ordered the wrong thing.” Every JacketHero piece is made-to-order, and built exactly the way you select it. So we ask that you double-check sizing, product descriptions, and personalization before placing your order. If you’re unsure, our team is always happy to guide you beforehand.
How do I request a return or exchange?
Simple. Just email support@jackethero.com within 7 days of receiving your order. Mention your order number, the issue, and include a photo if something is visibly wrong. Once reviewed, we’ll respond within 24–48 hours with clear next steps. If your request qualifies, your replacement will be shipped after the shipping fee is settled — and you’ll keep the original.
Do you inspect products before shipping?
Yes — every single order goes through a quality control process before it leaves our hands. But if something still goes wrong during shipping or production, we’ll take full responsibility. Our goal is always to make sure you get what you love, the way you expected it.
Anything else I should know?
We try to be as fair and clear as possible. If a return or replacement is requested outside our guidelines — or if we detect misuse — we may refuse the request. But for genuine issues, we’re here, and we’ve got your back.
Didn’t find what you were looking for?
We’re just a message away. Reach out and we’ll get you the answers you need.