Refund & Exchange Policy

Last updated: January 15, 2026

Our Promise

At Vaelrum, we want you to be completely satisfied with every purchase. If something isn’t quite right, whether the size is off, the colour looks different than expected, or there’s a quality concern, we’re here to make it right. Our hassle-free refund and exchange policy ensures a smooth experience from start to finish.

You have 30 days from the date of delivery to request a return or exchange, and the process is simple.

Eligibility for Returns & Exchanges

To qualify for a return or exchange, the following conditions must be met:

• The request must be made within 30 days of receiving your order
• The item must be unworn, unwashed, and unaltered
• The jacket must be in its original packaging with all tags and labels attached
• Proof of purchase (order confirmation email or order number) must be provided

Please note that custom-made, personalised, or made-to-order jackets are non-returnable unless there is a manufacturing defect or we shipped the wrong item.

Valid Reasons for Return or Exchange

We accept returns and exchanges in the following situations:

• Wrong item received: We sent you a different product than what you ordered
• Defective or damaged product: The jacket arrived with a manufacturing flaw or was damaged during transit
• Size issue: The jacket doesn’t fit as expected based on our size chart
• Colour or design variation: The product looks significantly different from what was displayed on the website
• Change of mind: You simply changed your mind (item must be in original, unused condition)

How to Initiate a Return or Exchange

Starting a return or exchange is simple:

1. Email us at returns@vaelrum.com with your order number, a description of the issue, and photos of the item (if applicable).
2. We review your request and confirm eligibility within 1–2 business days.
3. Once approved, you’ll receive an RMA (Return Material Authorisation) number along with return shipping instructions.
4. Ship the item back with the RMA number clearly marked on the package.
5. Once we receive and inspect the returned item, we’ll process your refund or ship the replacement.

Shipping Costs for Returns

Who covers the return shipping depends on the reason:

• Our mistake (wrong item, defective, damaged): We cover all return shipping costs. No charge to you whatsoever.
• Customer preference (change of mind, wrong size selected): The customer is responsible for return shipping costs. These may range from $15 to $40 depending on your location and the weight of the item.

We try to minimise your costs by marking return parcels as gifts and offering the most affordable shipping options. However, if your country’s customs office applies any fees or duties on the return, those will be your responsibility.

Exchanges

Need a different size or colour? We’re happy to arrange an exchange. Once we receive your returned item in acceptable condition, we’ll ship out the replacement immediately. Exchange shipping is free if the original order was incorrect on our end. For customer-preference exchanges, a shipping fee may apply. Exchanges are subject to product availability. If your preferred size or colour is out of stock, we’ll offer you a full refund instead.

Refund Processing

Once your returned item is received and inspected, we will notify you of the approval or rejection of your refund within 2 business days. Approved refunds are credited to your original payment method within 3–5 business days. Depending on your bank or card issuer, it may take an additional 5–10 business days for the refund to reflect in your statement.

• No restocking fee applies if the return is due to our error
• For change-of-mind returns on non-defective items, a restocking fee of up to 10% may apply
• Original shipping costs are non-refundable unless the return is due to our mistake

Damaged or Defective Items

If your jacket arrived damaged or has a manufacturing defect, please contact us within 7 days of delivery. Include clear photos showing the issue, as this helps us process your claim quickly. We’ll arrange a free return pickup or send a prepaid shipping label, and offer you a full refund or replacement at your choice.

Late or Missing Refunds

If you haven’t received your refund within 15 business days of our confirmation email, please check with your bank or credit card company first, as processing times can vary. If you’ve done that and still haven’t received your refund, contact us at returns@vaelrum.com and we’ll investigate immediately.

Contact Us

Have questions about returns or exchanges? Our team is here to help make things right.

Email: returns@vaelrum.com
Support hours: Monday to Friday, 9:00am to 6:00pm (EST)