Refund policy

Last Updated: August 5, 2026

Letter Culture operates on a made-to-order and custom model. Every jacket is built specifically for you from the Melton wool color and leather sleeves to your chenille patches and embroidery based on the details you submit at checkout. Our policy is designed to keep the process fair, clear and consistent for every customer.

Made-to-Order & Custom Items

Because every jacket is made specifically for you, returns are not accepted for change-of-mind reasons, including:

Wrong size selected by the customer
Personal preference changes regarding color, material or style
Ordering by mistake

We strongly encourage you to review our Size Guide and double-check your custom design details thoroughly before submitting your order. Our design team is available to help you confirm every detail before production begins contact us at support@letterculture.com before ordering if you have any questions.

Sizing Errors (Not a Defect)

A sizing mistake made on your end isn't treated as a defect and doesn't qualify for a free replacement or refund under this policy. But it's not a dead end either. Contact our support team with your order number and correct measurements, and we'll work out a fair rebuild with you directly. You keep your original jacket there's no need to send it back.

When You Are Eligible for Support

You may be eligible for a replacement, correction or refund if:

You received a completely wrong item or size from what was ordered
The item arrived damaged during transit
The item has a clear manufacturing defect or structural issue
The custom text, colors or logo artwork were completed incorrectly based on your submitted order details

Report Issues Within 7 Days

Please inspect your package as soon as it arrives. Any issues, damages or discrepancies must be reported to us within 7 days of delivery. Requests made after this 7-day window may not be accepted.

Item Condition Requirements

To qualify for a resolution claim, the item must meet strict conditions:

Must be unused, unworn and in original condition
Must not be altered, modified or washed
Defect must be clearly verifiable via photos

Note: Items with signs of wear, washing, animal hair, perfume scents, or alterations will be rejected.

Return Shipping Costs

For Defective or Incorrect Items: If the return or exchange is due to a mistake made by Letter Culture wrong item, defect or incorrect customization we will provide a prepaid return shipping label or fully cover the return shipping costs.

Return Authorization: No returns will be accepted without prior written authorization from our support team.

How to Submit a Claim

To start a claim, email our support team at support@letterculture.com with:

Your Order Number (e.g., #LC1001)
A brief explanation of the issue or defect
Clear, high-resolution photos showing the issue and photos of packaging if damaged in transit

Resolution Options

Once your claim and photos are reviewed and approved, Letter Culture will offer one of the following:

A Replacement / Remake: We will manufacture and ship a corrected jacket to you completely free of charge.
A Refund: If a replacement is not possible, a refund will be issued back to your original payment method within 3 to 7 business days.

Order Changes & Cancellations

Because production begins quickly after an order is placed, any requests for modifications or cancellations must be sent immediately. Changes are handled on a case-by-case basis:

Before Production: Cancellations or changes are granted freely.

After Production Begins: Once materials have been cut or customized for your order, changes or cancellations are no longer possible.