Custom Made Garments

Custom-made jackets and garments produced according to your specific requirements, including items customized through our design or customization service, are non-returnable and non-exchangeable.

Personalized products are specially manufactured for each customer and cannot normally be returned, exchanged, or cancelled once production has begun.

There are no refunds for custom-made or personalized garments, except where Jackets by NYC determines that a refund or corrective action is appropriate due to a manufacturing defect, incorrect production, or another issue covered by this policy.

Customers are responsible for carefully reviewing and confirming all specifications, including size, colors, materials, artwork, logos, embroidery, patches, measurements, and other customization details before production.

Returns

• Jackets customized or personalized through Jackets by NYC are not eligible for return or exchange unless the item was incorrectly manufactured, defective, or otherwise approved for return by Jackets by NYC.
• Plain, non-decorated, in-stock jackets may be eligible for return if they meet the requirements of this policy.
• Eligible returns must be requested within 10 days of delivery.
• Prior authorization from Jackets by NYC is required before returning any item.
• Approved returns of plain, non-decorated jackets may be subject to a 15%–25% restocking fee or $35, whichever is greater.
• Customers must contact Jackets by NYC before shipping any return. Unauthorized returns may not be accepted.
• Claims relating to damaged, defective, incorrect, or missing items must be reported within 10 days of delivery.
• If a decorated or customized jacket has been incorrectly or improperly personalized due to a production error by Jackets by NYC, our Customer Support Team must be notified within 10 days of receipt so that we can review the issue and determine the appropriate corrective action.
• Worn, washed, altered, damaged, or otherwise modified garments are generally not eligible for return.
• Customers should inspect all jackets immediately upon delivery and report any issue within the applicable return period.

If you believe your order qualifies for a return or corrective action, please contact Jackets by NYC through our Contact Us page or using our official customer support email. We will provide return instructions and, where applicable, a return authorization number.

Do not send a return before receiving authorization from Jackets by NYC.

Exchanges – In-Stock Items

Exchanges are available only for eligible plain, non-decorated, in-stock jackets.

Customized, personalized, decorated, embroidered, printed, or otherwise specially manufactured jackets are not eligible for exchange unless the exchange is approved due to a manufacturing or fulfillment error.

To request an exchange, contact Jackets by NYC with your order number and provide:

• The jacket you wish to return.
• The reason for the exchange.
• The replacement jacket you would like to receive.
• The required size, color, style, and quantity.

If an exchange is approved, the returned jacket may be credited to the original payment method and the replacement jacket may be charged separately, depending on the price difference and applicable processing requirements.

Shipping charges associated with the original or returned item are generally non-refundable, unless the return or exchange is required because of an error by Jackets by NYC.

Cancellation or Order Changes

If you ordered the wrong item, entered incorrect information, changed your mind, or need to modify or cancel your order, you must contact Jackets by NYC within 24 hours of placing the order.

Cancellation or change requests received after the 24-hour period may not be accepted because the order may already have entered production or processing.

Once production has started, custom-made or personalized orders cannot normally be cancelled, changed, returned, or refunded.

Customers are therefore strongly encouraged to review all order details immediately after placing an order and contact us as soon as possible if a correction or cancellation is required.

Manufacturing Errors & Defective Products

If Jackets by NYC sends an item that is defective, materially different from the approved specifications, or incorrectly manufactured due to an error on our part, please contact us within 10 days of delivery.

Please provide your order number and clear photographs or other information showing the issue.

After reviewing the claim, Jackets by NYC may, at its discretion and where appropriate:

• Correct the item.
• Replace the item.
• Provide another suitable remedy.
• Issue a refund where applicable.

The remedy will depend on the nature of the issue and the circumstances of the order.

Customer Errors

Jackets by NYC is not responsible for errors in customer-provided information, including incorrect:

• Sizes or measurements.
• Names or text.
• Colors.
• Logos or artwork.
• Design specifications.
• Quantities.
• Shipping addresses.
• Other customization instructions.

Customers are responsible for ensuring that all information submitted with an order is accurate before production begins.

Contact Us

For return, exchange, cancellation, or order-change requests, please contact Jackets by NYC through our Contact Us page or using our official customer support email.

Important: Please do not ship any product back to us until you have received return authorization and instructions from Jackets by NYC.

Last Updated: August 21, 2026