30-Day Hassle-Free Returns. We want you to love your jacket. If you're not completely satisfied, return it within 30 days for a full refund — no questions asked.
1Overview
At XylocoatDB, we stand behind the quality of every piece we make. If for any reason you're not fully satisfied with your purchase, you may return it within 30 days of the delivery date for a full refund or exchange.
We cover return shipping costs on all domestic (UK) orders. For international returns, the customer is responsible for return shipping costs unless the item is faulty or incorrectly sent.
2What Can Be Returned
We Accept Returns
Unworn, unused items
Original tags still attached
Original packaging intact
Items returned within 30 days
Faulty or defective items
Wrong item received
We Cannot Accept
Worn or used items
Items with removed tags
Damaged by customer misuse
Custom or personalised orders
Returns after 30 days
Items with scents (perfume, smoke)
Leather naturally develops a patina with use — this is a feature, not a defect. Items returned with signs of wear will not be accepted.
3How to Return Your Order
1
Contact Us First
Email us at xylocoatss@gmail.com or WhatsApp +44 7459 385741 with your order number and reason for return. We'll send you a return authorisation and instructions within 24 hours.
2
Pack Your Item
Securely pack the item in its original packaging (or equivalent protective packaging). Include your order number and name on a note inside. Make sure all original tags are still attached.
3
Ship It Back
Send the package to the return address provided in our email. We recommend using a tracked service. Keep your tracking number safe — we are not responsible for returns lost in transit.
4
Receive Your Refund
Once we receive and inspect your return (1–2 business days), we'll process your refund within 3–5 business days. You'll receive a confirmation email.
4Refund Process & Timeline
📦
Item Received
Day 0
🔍
Inspection
1–2 days
✅
Approved
Day 2–3
💳
Refund Issued
3–5 days
🏦
In Your Account
5–10 days total
Refunds are processed to your original payment method only.
Original shipping charges are non-refundable unless the return is due to our error.
Bank processing times vary — your bank may take an additional 3–5 days to reflect the credit.
You will receive an email confirmation when the refund has been processed.
5Exchanges
We are happy to exchange items for a different size or colour, subject to availability.
To request an exchange, contact us within 30 days of delivery with your order number and the item you'd like instead.
We will check availability and, if confirmed, send exchange instructions.
You return the original item; we dispatch the replacement once we receive it.
If the exchange item is of higher value, you will be asked to pay the difference. If lower, we will refund the difference.
6Faulty or Damaged Items
We thoroughly inspect every jacket before it leaves our workshop. In the rare event you receive a faulty or damaged item:
Contact us within 48 hours of delivery with photographs of the damage.
We will cover all return shipping costs for faulty items.
You may choose a replacement, an exchange, or a full refund — your choice.
Manufacturing defects are covered under our quality guarantee for up to 6 months from purchase.
Important: Do not attempt to repair or alter a faulty item before contacting us, as this may void your right to a return or replacement.
7International Returns
For customers outside the United Kingdom:
Return shipping costs are the customer's responsibility, unless the item is faulty or we sent the wrong item.
We recommend using a tracked and insured courier service.
Mark the package clearly as a "Return — No Commercial Value" to avoid customs complications.
We are not responsible for any customs duties charged on return shipments.
Refunds will be processed in USD and may be subject to currency conversion by your bank.
8Contact Us
To initiate a return or exchange, or if you have any questions about our policy, please get in touch:
