Refund policy

The short version

You have 14 days from receiving your order to change your mind, for any reason at all. You do not need to give us one, and nothing needs to be wrong with the jacket. You then have a further 14 days to send it back.

We refund the full price you paid, including the standard outbound delivery cost.

Made to Measure is the one exception, and we explain why below.

Your statutory rights

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, buying online in the UK gives you a cancellation right that is not conditional on anything being faulty.

We do not charge restocking fees. We do not exclude sale items. We do not limit how many items you can return. Those terms appear on a great many websites and they are not enforceable in the UK, so we have not written them.

How to return something

Email ivyflagofficial@gmail.com within 14 days of delivery, with your order number
We send you a returns address and reference the same working day
Send it back within 14 days of telling us
We refund within 14 days of receiving it, to your original payment method

Free UK exchanges. If the size is wrong we cover postage both ways. We would much rather you ended up with a jacket that fits than a refund.

Return postage

For an exchange, we pay both ways.

For a refund, you cover sending it back. Use a tracked service — the parcel is your responsibility until it reaches us.

If the jacket is faulty or not as described, we cover everything both ways, and you have considerably longer than 14 days under the Consumer Rights Act 2015.

The condition it comes back in

You are entitled to handle the jacket as you would in a shop. Try it on. Check the fit. Wear it round the house. That is expected and it does not affect your right to return it.

What we cannot accept is a jacket worn outside, altered, or damaged. If its value has been reduced by handling beyond what is reasonable, we may deduct an amount reflecting that — but we will tell you the figure and the reason before we do it, not after.

Made to Measure

Made to Measure jackets are non-returnable.

This is a genuine exception in the Regulations for goods made to a customer's specification. A jacket cut to your twelve measurements cannot be sold to anyone else.

Because of that, we confirm every measurement back to you in writing before anything is cut. If we have made an error against the measurements you gave us, we remake it at our cost. If the jacket is faulty, your rights are unaffected.

Faulty jackets

Under the Consumer Rights Act 2015 goods must be of satisfactory quality, fit for purpose and as described. If they are not:

Within 30 days — reject it for a full refund
Within 6 months — we repair or replace, and the burden is on us to show it was not faulty when sold
Up to 6 years — you may still have a claim, depending on the fault

These rights apply to Made to Measure too.