OUR COMMITMENT TO CUSTOMER SATISFACTION

At 5TenInternational , our goal is to ensure a satisfying shopping experience. That’s why we’ve established a return policy that covers a 30-day window from the date of delivery. You have the flexibility to return or exchange nearly all items within this period for a full refund or exchange.

RETURN PROCESS

  • Once we receive your return (typically within 72 hours of receipt) and complete the inspection, we process your exchange order. It will be delivered within the next 15 business days.
  • For refund requests, we aim to issue the refund within 7 business days. You will receive an email confirmation once your return is successfully processed. The refund will be credited to your original mode of payment and may take 10 to 45 days to reflect, depending on your payment method.

ELIGIBILITY FOR REFUND/RETURN

The customer is entitled to a refund or return in the following cases:

  1. Wrong product received by the customer.
  2. Products have defects.
  3. Product damaged during shipping.
  4. Product is tampered with.

In the event of receiving a defective product, please contact us within 2 working days.

Exceptions:

  • Personalized or other customized products may not be returned for a refund or exchange under any circumstances.

Return Shipping Charges:

  • Please note that in the case of returns, customers are responsible for bearing the shipping charges to return the item to us.

ADDITIONAL TERMS & CONDITIONS FOR RETURNS

  • The returned item should be unworn, unwrinkled, undamaged (no scratches on the sole and upper), and in a resellable condition.
  • Once we receive and inspect the returned item, your return will be processed within 7 working days.
  • Standard size orders can be returned for a full refund or exchange.
  • Made-to-measure or other customized orders can only be returned for alteration.
  • We reserve the right to refuse returns/refunds that do not meet these criteria.

CUSTOM ORDERS

Return and Alteration: 

We are committed to providing you with the perfect jacket from the start. However, in the rare event that your custom order doesn’t fit as expected, we offer the first alteration free of charge.

Striving for a Win-Win Situation:

Custom (bespoke) jackets can be complex, but we work diligently to ensure a win-win outcome. Returns may be necessary for the following reasons:

  1. Design & Quality:

    • Solution: Before dispatching your order, we share pictures of your actual product with you, allowing you to review the design, material, and stitching. This minimizes the likelihood of design or quality issues.
  2. Sizing:

    • Solution: When you place a custom order, our Customer Service agent will request your body measurements. Please refer to our sizing guide for accurate measurements. While we aim for precise sizing, errors can occur. If the jacket doesn’t fit perfectly upon arrival, we offer the first alteration at no cost, but the customer is responsible for return shipping.
Refund Policy for Custom Orders: 

We do not accept returns for refunds on custom orders. Please understand that your custom order is tailored specifically for you, with all details, style, materials, and accessories chosen according to your preferences. As a result, we are unlikely to resell it to anyone else.