Refund policy
We design and curate every piece with care. If your purchase does not meet your expectations, you may return it within 30 days of delivery.
Returns must be shipped within this 30 day period.
Return Conditions
To be eligible for return, items must be:
- Unworn
- Unwashed
- In original condition
- With all tags attached
- In the original packaging
Items that do not meet these conditions are not eligible for return.
To ensure your return can be processed correctly, all returns must be registered by emailing support@colejacksonco.com before shipment. Returns sent to our processing center without prior registration will not be accepted. This also applies to returns sent using external carrier services arranged independently. In such cases, the parcel may be refused upon arrival or returned to sender.
Non Returnable Items
The following items cannot be returned:
- Underwear, including socks
- Fragrances without the original sealed packaging
- Final Sale items
- Items returned after the 30 day return period
Bundles and Promotional Offers
Bundle or multipack items may be returned only if the complete set is returned, including all individual items and original packaging. Individual items from a bundle cannot be refunded separately.
Items purchased as part of 1+1, 2+1, or similar promotional campaigns are considered final sale and are not eligible for refund.
Exchanges
We do not offer direct exchanges. If you would like a different size or item, please return your order for a refund and place a new order separately.
Resolution Alternatives
At our discretion and subject to the customer's agreement, we may resolve a return request through a partial refund, store credit, or a replacement item in lieu of a full return. These alternatives are offered case-by-case and do not affect your rights under applicable consumer protection law.
How to Return Your Order
If your order meets the conditions above, please follow the steps below to start the return process:
- Email us. Send an email to support@colejacksonco.com with the subject line "Return Request".
- Provide the required information. The email must include: order number, reason for return, photo of the product (if damaged or defective), customer first and last name, and customer address.
- Wait for instructions. We will reply with the correct return address for your specific case. Do not ship the product back to the sender address on the package. Always wait for the return address we provide.
- Ship the product. The customer is responsible for the cost of shipping the product back to our processing center.
Returns sent to the sender address on the package, or shipped before receiving our return instructions, cannot be processed and will not be eligible for a refund.
Return Costs
Return shipping costs are the responsibility of the customer and vary depending on your location and chosen courier. For international returns, any customs duties, import taxes, or related charges are the responsibility of the sender.
If you selected expedited or insured shipping at checkout, this service fee is non refundable.
We recommend using a tracked shipping method and retaining proof of shipment until your return has been processed. Return costs are non refundable.
Right of Cancellation
Because our system is fully automated, orders are processed immediately after they are placed. For this reason, we cannot interrupt the shipping process once an order has entered fulfillment. A refund without return of the product is not possible once the product has been received.
To cancel an order before it enters fulfillment, contact us at support@colejacksonco.com as soon as possible. Once the order has been handed over to the carrier, the standard return process applies.
Orders in Transit
Once an order has been handed over to the carrier, we cannot recall or cancel the shipment. If you wish to return an order that is already in transit, please wait until you receive it and then follow the return process above.
Refunds
Once your return has been received and approved at our processing center, your refund will be processed within 10 business days.
Refunds are issued to the original payment method. Depending on your payment provider, it may take up to 3 additional business days for the amount to appear in your account. You will receive an email confirmation once your refund has been completed.
What we refund:
- The full price paid for the returned items
- Standard delivery costs of the original order
What we do not refund:
- Return shipping costs
- Additional delivery costs incurred because the customer chose a more expensive shipping method than our standard option
- Expedited or insured shipping service fees
- Loss of value caused by handling beyond what is necessary to inspect the product
Damaged or Faulty Items
If you receive a damaged or faulty item, please contact us at support@colejacksonco.com within 14 days of delivery. Include your order number and clear photographs of the issue. We will review your case and advise on the next steps at no additional cost to you.
Contact
For any questions about returns, refunds, or cancellations, contact us at our contact page.
Cole Jackson, Canada