Return, Exchange & Refund Policy — Kilt and Jacket

At Kilt And Jacket, your satisfaction matters to us, and we want every purchase to feel confident and worry-free. Because every piece we make is custom-built specifically for you, our return and exchange process works a little differently than a typical off-the-shelf retailer — and this policy explains exactly how it works, what's covered, and what to expect at each step.

We Are a Made-to-Order Business

Every kilt, jacket, and accessory at Kilt And Jacket is custom made to order. We do not stock ready-to-wear items — each piece is individually cut and tailored based on the size, color, and details you select at the time of your order. This is what allows us to deliver proper fit and authentic Highland construction on every order, but it also shapes how returns and exchanges work, since your item was made specifically to your specifications rather than pulled from general inventory.

30-Day Return & Exchange Window

You have 30 days from the delivery date of your order to request a return or exchange. This gives you time to try on your item, check the fit, and confirm everything matches what you ordered before the window closes.

When You're Covered for a Free Refund or Exchange

If something went wrong on our end, we'll make it right at no cost to you. This includes situations such as:

• Wrong color — the item arrives in a different color than the one you selected at checkout.
• Wrong size — the item does not match the size you specified when placing your order.
• Defective item — the item has a manufacturing fault, such as flawed stitching, damaged fabric, or faulty hardware.

In any of these cases, please contact our support team with your order number and clear photos of the issue, and we'll arrange a free refund or exchange, including covering the cost of return shipping where the error was on our side.

If the Order Was Made Correctly to Your Specifications

Because every item is custom-tailored to the size, color, and details you provide at checkout, we're unable to treat a completed, correctly-made order as automatically eligible for a full free refund or exchange if the issue is due to a customer-side decision — for example, if a size you selected doesn't fit the way you expected, or you'd simply like to change your mind after your custom piece has already been produced.

If this happens, please reach out to our support team — we're happy to talk through your options with you. Depending on the situation, this may include an exchange for a different size or style, though it will not be treated as a free, no-cost exchange or full refund the way a manufacturing error would be, since the original item was correctly produced to your specifications and cannot simply be restocked. We'd rather work with you directly on a fair solution than leave you stuck, so please don't hesitate to contact us if your order doesn't feel right once it arrives.

Non-Refundable Items

Items purchased at a sale or discounted price are non-refundable, unless the item is defective. If a discounted item arrives with a manufacturing fault, it's covered under our standard defective-item policy above, and you're entitled to a refund or exchange in that case.

Condition Requirements for Returns

To be eligible for a return or exchange, items must be:

• Unworn and unaltered, in the same condition you received them
• Returned with all original tags, labels, and packaging intact
• Free from odor, stains, pet hair, or signs of use

Photos of any defect must be provided before a return or exchange is approved, so our team can review the issue and guide you through next steps.

Return Shipping Costs

If the return is due to our error — wrong color, wrong size versus what you ordered, or a defective item — we cover the cost of return shipping.

If the return is not due to our error — for example, a customer-selected size or preference change — the buyer is responsible for return shipping costs.

How to Request a Return or Exchange

Getting started is simple:

1. Contact our support team at Info@kiltandjacket.com with your order number, the email address used to place your order, and the reason for your return or exchange.
2. Include photos if the item is defective or doesn't match what you ordered (wrong color/size), so we can review and confirm the issue quickly.
3. Wait for approval — our team typically responds within 48 working hours with confirmation and return instructions.
4. Ship the item back to the address provided upon approval. We recommend using a trackable or recorded delivery service for your own protection, since we're not responsible for items lost in transit back to us.
5. Receive your refund or exchange once we've received and inspected the returned item.

Please don't send items back before receiving approval, as this helps us track and process your return correctly and avoid delays.

Placing a New Order Instead of Waiting on an Exchange

If you'd like your replacement item as quickly as possible, you don't have to wait for us to receive your returned item before getting your new one moving. You're welcome to place a new order for the replacement size, color, or style right away, and simply return the original item separately using the process above. Once we receive and inspect the returned item, we'll process your refund for that original order.

This approach is especially useful if you're on a timeline — for example, ordering ahead of a wedding or event — since it means your replacement enters production immediately rather than waiting on the return to arrive first. If you're already placing another order around the same time, let our support team know, and we can help combine shipping where possible so you're not paying for shipping twice.

Why Custom Orders Work Differently From Off-the-Shelf Returns

We know some customers may be used to shopping with retailers who stock ready-made inventory, where any item can simply be swapped for another in the same size. Because we don't hold ready-to-wear stock and every piece is tailored individually after you order, a "wrong fit" on a correctly-made item isn't something we can simply restock and resell — the garment was cut and finished specifically for the measurements and preferences you provided. We've built our return policy around this reality: full accountability and free resolution when something is our error, and a fair, human conversation when the issue comes down to a customer's own size or style choice. Our goal is always to find a solution that works for you, even outside the free-refund cases described above.

Return Address

Once your return is approved, items should be sent to:

Kilt And Jacket — Returns/Exchanges New Chawinda Road, Near PTCL Exchange, Tehsil Zafarwal, District Narowal, Punjab, 51670, Pakistan

Refund Processing Time

Once we receive and inspect your returned item, refunds are typically processed within 7 to 10 working days. Refunds are issued to your original payment method (such as PayPal, Stripe, or the card used at checkout). Please note that your bank or payment provider may take a few additional days to reflect the refund in your account after it's processed on our end.

International Returns

If you're returning an item from outside Pakistan, please clearly mark the package and any customs documentation as "Returned Goods". This helps avoid unnecessary customs charges or delays on the shipment back to us. We recommend keeping your shipping receipt and tracking number until your return has been fully processed, in case any questions come up along the way.

Contact Us

If you have any questions about a return, exchange, or refund, our support team is happy to help:

Email: Info@kiltandjacket.com Phone: +92 316 1794025

Frequently Asked Questions

Can I exchange my item for a different size instead of returning it for a refund? Yes. If the issue is due to our error (wrong size versus what you ordered), we'll arrange a free exchange. If you'd simply like a different size after receiving a correctly-made item, contact our support team to discuss exchange options.

What if I received a defective item after the 30-day window has passed? Please contact our support team regardless of the timeline. While our standard window is 30 days, we want to know about any manufacturing defects and will review these on a case-by-case basis.

Do I need to pay for a new order if I want an exchange? In many cases, especially for defective items or our errors, we can arrange a direct exchange. For customer-preference changes, our team will walk you through the best path, which may involve placing a new order for the replacement item.

How will I know my return has been received? Our team will notify you by email once your returned item has been received and inspected, followed by confirmation once your refund or exchange has been processed.

Thank you for choosing Kilt And Jacket. Your satisfaction is our priority, and we're here to help make sure every order feels right.