Returns

Who handles the return

The retail partner whose listing you bought from. Your money went to them, so the refund comes back from them, to the same card or account it left. We never touched the transaction, which means there is nothing on our side to reverse even if we wanted to.

The window

Set by the retailer, not by us. It is usually counted from the delivery date rather than the order date, and it is stated in the returns section of your order. Check it before you start wearing a pair of gloves around the house to test them, because the window closes while you decide.

How it works

1. Open your order history at the retailer and find the item.
2. Start a return and pick a reason. The reason matters: wrong size and faulty are treated differently, and the second one usually costs you nothing.
3. Follow whatever return method they offer for that item. What is available depends on the retailer, the item and your country.
4. Send it back inside their window and watch your order history for the refund status.

Keep the item in a resaleable state while you decide. Leather gloves in particular pick up hand cream, perfume and dye transfer from a coat lining within a couple of wearings, and once they smell worn they stop being returnable.

Exchanges

Most retailers do not exchange in the way a shop counter does. They refund the wrong item and you place a new order for the right one. On gloves that is an argument for measuring first: wrap a tape around your palm at the knuckles, read it in inches, and check it against the chart on the product page rather than the letter you remember from a previous pair. 11 glove models here print charts, in 7 distinct versions that disagree with each other, so the letter travels badly between models.

Damaged or faulty

Photograph it before you do anything else, including the packaging if the damage looks like transit damage. Report it through the retailer with the photos attached. A fault reported with evidence in the first days is straightforward. The same fault reported in week five is a conversation.

What we can actually do

Not the refund. What we can do is answer the question that caused the return before it happens: which chart applies, what the lining does to the fit, whether a tote actually clears a 15 inch laptop with a sleeve on it, what a stated belt length means once the buckle is accounted for. If a page here gave you the wrong number, tell us and we will fix the page, because a wrong measurement on our side sends the next person back to the post office too.