Returns & Exchanges Policy
Returns & Exchanges Policy
We work hard to get everything perfect — your size, your colors, your letters, your patches. But if something slips through? We own it.
We’ll happily accept returns or exchanges only if:
You got the wrong size, color, or design (our error)
There’s a manufacturing flaw — loose stitching, torn leather, misaligned embroidery, etc.
What You Need to Do: Reach out within 7 days of delivery.
Send us:
- Clear photos (worn or unworn — we get it, sometimes you need to try it on)
- A short note explaining the issue
- (Highly recommended) An unboxing video — especially if it looks damaged
- We review every case personally. You’ll hear back within 24–48 hours.
File a return request here: [Click Here]
Or just reply to your order confirmation email — we’ll guide you.
What We Can’t Accept:
- “I changed my mind” — we get it, but these are made for you, not off a shelf.
- Jackets were worn, washed, altered, or tags removed..
- More than 7 days have passed.
- Custom details (colors, names, patches) were ordered exactly as you requested — we follow your instructions, not guess them.
- You ordered multiple sizes to “try before you buy” — sorry, we’re not a fitting room. These jackets are made to order, not on consignment.
We’re not trying to be strict. We’re trying to be fair — to you and to the craftspeople who spend hours making each piece.
Refunds: Simple & Transparent
- If messed up? You’ll get your money back — fast.
- Refunds cover the cost of the jacket only (shipping & taxes aren’t included — they go to carriers and governments, not us)
- Once approved, you have 5–7 days to ship the item back to us
- Please share your tracking number — we’ll track it in and process your refund within 7–10 business days
- If we don’t receive the item back in time? We’ll have to cancel the refund. We hate that too — so please help us help you.
Exchanges: We Fix Our Mistakes — For Free
If we sent you the wrong thing?
→ We’ll send the right one — free shipping both ways.
If you ordered the wrong size?
→ We’ll still help you exchange it — but return shipping is on you.
(We’ll cover the cost of sending the new one.)
We want you to love your jacket. We just ask that you help us keep our craft sustainable.
International Orders? Customs Fees Are Your Responsibility
Yes we ship free express worldwide. USA, UK, Canada, Australia, Germany, Japan — you name it.
But here’s the reality:
Customs duties, import taxes, or brokerage fees? Those are not included.
We do our best to reduce surprises:
We mark packages as “gifts” where allowed
We list low values (within legal limits)
But ultimately, your country’s rules decide what you pay
We recommend checking your local customs policy before ordering — especially if you’re in the EU, UAE, or other high-duty regions.
No one likes surprise fees. Neither do we.
Need Help? We’re Just an Email Away. This isn’t some automated bot system.
It’s real people, the same folks who sew your jacket reading your messages.
Email us anytime: info@pointerleather.com
We reply fast – usually within hours.
No scripts. No waiting. Just kindness and solutions.
You didn’t just buy a jacket.
You invested in craftsmanship. And we won’t let you down.
Before You Order — A Quick Reminder
To make sure your jacket turns out exactly how you dreamed:
Check our Size Guide — we’ve got tips for measuring yourself at home
Read our Shipping Policy — so you know what to expect globally
Review our Terms — just so we’re all on the same page
A little prep = zero stress later.
Final Thought…
We don’t make jackets to sell fast.
We make them to last — for years, for memories, for pride.
And we’d rather lose a sale than ship something that doesn’t feel right.
So if something goes wrong? We’ll fix it.
If you’re unsure? We’ll help you choose.
If you just need someone to talk to? We’re here.
Thank you for letting us be part of your story.
With gratitude,
The Pointer Leather Team
(Handmakers. Not marketers.)
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