1. Standard Return Window
Ebon Saint accepts eligible return requests made within 7 days of receiving the order.
To request a return, the customer must contact Ebon Saint within this 7-day period and receive return instructions before sending the product back.
Please do not send an item back without contacting us first.
Return requests submitted after the 7-day period may not be accepted, subject to any consumer rights that cannot legally be restricted.
Important: Real Shearling Exception
The standard 7-day change-of-mind and size-return policy does not apply to made-to-order real shearling jackets once production has begun.
The specific rules for real shearling are explained below.
2. When Can You Request a Standard Return?
For products eligible under the standard return policy, a return request may include situations where:
- the product does not fit;
- the product is materially different from what was presented or ordered;
- the product was damaged during shipping;
- the product has a genuine manufacturing defect;
- the wrong product was received;
- or the customer changed their mind, subject to the applicable conditions.
For a change-of-mind return, size issue, or another customer-related reason, the customer is responsible for the applicable return-shipping costs.
Where an issue is attributable to Ebon Saint, such as an incorrect item or confirmed manufacturing defect, Ebon Saint will review the case and determine the appropriate remedy and shipping arrangement.
3. Condition of Returned Products
For an eligible standard return to be accepted, the product must be returned in its original condition.
It must be:
- unworn
- unused
- unwashed
- free from perfume, smoke, and other odors
- free from stains or marks
- free from customer-caused damage
- returned with its original tags
- returned with its original packaging
Customers may inspect and try on eligible clothing appropriately when evaluating fit.
Products should not be:
- worn outside;
- washed;
- altered;
- treated with leather-care products;
- damaged;
- or otherwise used
before being returned.
If an item shows signs of use, alteration, contamination, or damage that was not present when delivered, Ebon Saint may reject the return or, where appropriate and lawful, reduce the refund to reflect the condition of the returned product.
4. Leather, Shearling & Natural Material Variation
Many Ebon Saint products are made from natural materials including:
- cowhide
- goatskin
- lambskin
- sheepskin
- suede
- hair-on cowhide
- real shearling
Natural leather and real shearling are not completely uniform.
Reasonable differences can occur in:
- grain
- texture
- shade
- markings
- scars
- softness
- surface character
- suede nap
- hair distribution
- wool density
- wool length
- wool curl
- wool texture
These characteristics do not automatically constitute manufacturing defects.
For example, natural hair-on cowhide markings will differ between hides, while genuine shearling may vary slightly in wool density, texture, curl, or shade between panels.
A return based solely on normal variation inherent to a natural material will not automatically qualify as a defective-product claim.
Customers can read more about material characteristics and appropriate use in our Disclaimer & Product Safety page.
5. Damaged Packages & Shipping Damage
If a parcel arrives visibly damaged, customers should, where reasonably possible, photograph the parcel before opening it.
Please retain:
- outer packaging
- shipping label
- internal packaging
- product
- photographs of the condition in which the parcel arrived
If the product itself has been damaged during transit, please contact Ebon Saint within 24 hours of delivery where reasonably possible.
Provide:
- order number
- photographs of the package
- photographs of the product
- description of the damage
- any other information reasonably requested for the investigation
Depending on the circumstances, an appropriate remedy may include:
- repair
- replacement
- remake
- partial refund
- full refund
- another appropriate resolution
The same protection applies to a made-to-order real shearling jacket.
The fact that a shearling jacket is made to order does not mean the customer must accept a product genuinely damaged during shipping.
For additional shipping information, review our Delivery Policy.
6. Defective, Incorrect or Materially Different Products
If you receive a product with a genuine manufacturing defect, receive the wrong item, or receive something materially different from the confirmed order, contact Ebon Saint as soon as possible.
Depending on the circumstances, Ebon Saint may provide:
- repair
- alteration
- exchange
- replacement
- remake
- partial refund
- full refund
- another mutually appropriate solution
Where the issue is confirmed to be attributable to Ebon Saint, we will review the appropriate shipping arrangements as part of the resolution.
Natural-material variation should be distinguished from genuine manufacturing defects.
7. Size & Fit — Standard Products
Ebon Saint jackets can use different silhouettes, including:
- fitted
- regular
- relaxed
- oversized
- cropped
- bomber
- biker
- café racer
- trucker
- western
Customers should therefore not assume that the same labelled size will fit identically across every design.
Before ordering, review the measurements provided for the product and our Size Guide.
For an eligible standard product, where the jacket does not fit and all return requirements are met, a return or size exchange may be requested within the 7-day return window.
Different rules apply to made-to-order real shearling jackets.
8. Standard Size Exchanges
Ebon Saint accepts eligible size exchanges for standard products, subject to product and size availability.
The item must meet the same return-condition requirements described in this policy.
Contact Ebon Saint before sending the item back so availability can be confirmed and appropriate instructions provided.
Where an exchange is requested because the customer selected the wrong size or prefers another size, the customer is generally responsible for the applicable return-shipping cost.
If the requested replacement size is unavailable, Ebon Saint will discuss the available options.
Made-to-order real shearling jackets are not covered by this standard size-exchange policy once production has begun.
9. Made-to-Order Products
Some Ebon Saint products are made after an order is placed rather than being held as finished stock.
Where production has begun specifically for a customer's order, made-to-order products may have different cancellation and return conditions from standard ready-stock products.
Made-to-order products cannot normally be returned simply because the customer:
- changes their mind;
- no longer wants the item;
- or requests cancellation after production has begun.
This does not affect claims involving:
- genuine manufacturing defects;
- incorrect items;
- shipping damage;
- or products materially different from the confirmed order.
10. Real Shearling Jackets — Made-to-Order Return Policy
All Ebon Saint real shearling jackets are made to order.
Each shearling jacket is produced according to the customer's:
- selected size; or
- measurements confirmed for the order.
Real shearling production generally requires approximately 14 working days before dispatch because the garment may require shearling selection, pattern preparation, cutting, panel matching, stitching, assembly, measurement verification, finishing, and quality inspection.
Full production and shipping information is available in our Delivery Policy.
Once Shearling Production Begins
Once production has begun, a real shearling jacket is not eligible for an ordinary cancellation, change-of-mind return, standard size exchange, or refund for a customer-related sizing issue.
This includes situations where:
- the customer changes their mind;
- the customer no longer wants the jacket;
- the wrong size was selected by the customer;
- incorrect measurements were supplied by the customer;
- the customer later prefers a looser or tighter fit;
- the customer prefers a different style or color;
- or another issue arises that is not attributable to Ebon Saint.
This is because the jacket has been produced specifically for that order and size.
Customer Measurement Responsibility
Customers ordering real shearling must carefully review the Size Guide before confirming their order.
Where measurements are supplied by the customer, those measurements must be accurate.
Ebon Saint may request confirmation of measurements or sizing information before production begins.
Where a jacket has been made according to measurements supplied and confirmed by the customer, it will not normally qualify for a refund merely because the customer later determines that those measurements do not provide their preferred fit.
11. When a Real Shearling Jacket Is Eligible for Review
The made-to-order restriction does not remove the customer's right to contact Ebon Saint where there is a legitimate product problem.
A real shearling jacket may be eligible for a remedy where:
- Ebon Saint supplied the wrong product;
- the jacket has a genuine manufacturing defect;
- the jacket was materially damaged during shipping;
- the jacket was produced materially differently from the confirmed specifications;
- or the jacket's finished measurements materially differ from the measurements Ebon Saint confirmed for production.
These cases will be reviewed individually.
Depending on the circumstances, an appropriate remedy may include:
- repair
- alteration
- replacement
- remake
- partial refund
- full refund
- another mutually agreed solution
Nothing in this policy is intended to remove consumer rights that cannot legally be excluded.
12. Real Shearling Fit Claims
If a customer believes a made-to-order real shearling jacket has been produced at an incorrect size, Ebon Saint may request evidence including:
- photographs of the garment
- chest measurement
- shoulder measurement
- sleeve measurement
- jacket-length measurement
- other relevant garment measurements
- copy of the measurements confirmed before production
Measurements may need to be taken according to instructions provided by Ebon Saint so that the finished garment can be compared with the confirmed order specifications.
Where Ebon Saint confirms that the jacket was materially produced incorrectly, an appropriate remedy will be offered.
Where the garment corresponds to the measurements supplied and confirmed by the customer, an ordinary refund or size exchange will not normally apply.
13. Customized & Made-to-Measure Products
Products customized according to customer-specific measurements, materials, specifications, personalization, or approved modifications are generally non-returnable once production has begun.
Customers should carefully review all customization details before confirming the order.
This restriction does not apply where the product is:
- defective;
- incorrect;
- damaged in a qualifying manner;
- or materially different from the agreed customization.
Real shearling jackets are also subject to the specific conditions described in Sections 10–12 above.
14. Sale & Discounted Products
Products purchased during a sale or using a discount code remain eligible under the applicable return policy for that product.
For eligible standard products, the normal 7-day return window and condition requirements continue to apply unless a product-specific condition states otherwise.
A discount or promotional code does not convert a made-to-order real shearling jacket into a standard-return product.
The real shearling made-to-order conditions continue to apply regardless of whether the item was purchased at full price or using a promotion.
15. Return Shipping Costs
Return-shipping responsibility depends on why the product is being returned.
Customer-Related Return
For an eligible standard product, where the customer:
- changes their mind;
- orders the wrong standard size;
- or requests an eligible size exchange
the customer is responsible for applicable return-shipping costs.
Ebon Saint Error
Where a product has:
- a confirmed manufacturing defect;
- been sent incorrectly;
- been made materially differently from confirmed specifications;
- or another issue attributable to Ebon Saint
the appropriate shipping arrangements will be reviewed as part of the resolution.
Customers should not independently return an item before receiving return instructions.
16. Customs, Duties & Import Taxes
Customs duties, import taxes, tariffs, brokerage charges, and other government charges paid by the customer are generally not refundable by Ebon Saint because these charges are imposed by external authorities.
International returns may also be subject to customs procedures or carrier requirements.
Customers must follow the return instructions provided by Ebon Saint before sending an international return.
For more information about international shipping and customs, review the Delivery Policy.
17. Original Shipping Costs
Ebon Saint currently provides free standard worldwide shipping on eligible orders.
Where standard shipping was provided free of charge, there is no separately charged standard shipping fee to refund.
If a customer paid for an optional upgraded or express service, whether that additional shipping cost is refundable will depend on:
- reason for the return;
- circumstances of the order;
- and applicable customer rights.
Where a problem is attributable to Ebon Saint, applicable shipping costs will be considered as part of the resolution.
18. How to Start a Standard Return
Step 1 — Contact Ebon Saint
Contact Ebon Saint within the applicable return period and provide:
- order number
- product
- reason for return
- relevant photographs where necessary
Use our Contact page or email:
Step 2 — Return Review
Ebon Saint will review the request and confirm whether the product is eligible for return.
Step 3 — Receive Instructions
If approved, Ebon Saint will provide:
- return instructions;
- applicable return address;
- and other information required to send the item back.
Step 4 — Prepare the Product
Ensure the product satisfies the return-condition requirements and is packaged securely.
Step 5 — Send the Product
Return the item using the instructions provided.
Step 6 — Inspection
Once received, the product will be inspected to confirm that it meets the applicable conditions.
Step 7 — Resolution
Following inspection, Ebon Saint will process the applicable:
- refund
- exchange
- replacement
- repair
- or other agreed resolution.
19. How to Report an Issue With a Made-to-Order Real Shearling Jacket
Because real shearling is not covered by the ordinary change-of-mind return process, customers reporting a legitimate product issue should follow this procedure.
Step 1 — Contact Ebon Saint
Email ebonsaintstore@gmail.com or use our Contact page.
Provide:
- order number
- clear explanation of the issue
- photographs
- video where useful
- relevant garment measurements where sizing is disputed
Step 2 — Review
Ebon Saint may compare:
- customer's confirmed measurements
- order specifications
- finished garment measurements
- manufacturing information
- photographs
- evidence of shipping damage
- other relevant information
Step 3 — Additional Evidence
Ebon Saint may request additional photographs or measurements where necessary.
Step 4 — Do Not Return Without Approval
Do not send a made-to-order shearling jacket back before Ebon Saint has approved the return and provided instructions.
Step 5 — Remedy
Where Ebon Saint confirms a qualifying problem, an appropriate resolution may include:
- alteration
- repair
- replacement
- remake
- partial refund
- full refund
depending on the circumstances.
20. Return Address
For security and processing purposes, Ebon Saint does not publish its return address as a general public return destination.
Once a return has been reviewed and approved, Ebon Saint will provide the appropriate return address and instructions directly to the customer.
Do not return a product to:
- an address obtained elsewhere;
- a workshop address;
- or the sender address shown on the original package
unless Ebon Saint specifically instructs you to do so.
21. Refund Processing
Once an eligible returned product has been:
- received;
- inspected;
- approved for refund,
Ebon Saint will normally process the refund within 1–3 business days.
Where a made-to-order shearling claim does not require a physical return, the refund may instead be processed after Ebon Saint completes its review and formally approves the refund.
Refunds will normally be issued to the original payment method.
After Ebon Saint processes the refund, additional time may be required by:
- bank
- credit/debit card issuer
- payment processor
- other financial provider
before the amount appears in the customer's account.
Ebon Saint does not control external payment-provider processing times.
22. Partial Refunds
A partial refund may be considered where appropriate, including where:
- a customer chooses to keep a product despite an agreed issue;
- a minor confirmed problem does not justify replacement or remake;
- or another mutually agreed resolution makes a partial refund reasonable.
For ordinary eligible returns, a reduction may also be considered where a returned product has lost value because it was handled beyond what would reasonably be necessary to inspect it, to the extent permitted by applicable law.
23. Returned Products That Do Not Meet the Conditions
If a returned product does not meet the requirements of this policy because, for example, it has been:
- worn
- washed
- stained
- damaged
- altered
- contaminated with odors
- treated with unsuitable products
- returned without required components
Ebon Saint may, depending on the circumstances and applicable law:
- reject the return;
- return the product to the customer;
- reduce an applicable refund;
- or propose another reasonable resolution.
24. Returned-to-Sender & Undelivered Orders
If an order cannot be delivered and is returned to Ebon Saint, the case will be reviewed according to the circumstances.
Possible causes may include:
- incorrect shipping address
- incomplete address
- repeated failed delivery attempts
- refusal of delivery
- failure to collect the parcel
- customs issues
Customers should contact Ebon Saint if an order is being returned to sender.
A courier return does not automatically make an otherwise non-returnable made-to-order real shearling jacket eligible for a refund.
Where the failed delivery resulted from circumstances attributable to the customer, re-delivery costs may apply.
Where the problem resulted from an Ebon Saint or courier issue, an appropriate solution will be reviewed.
See our Delivery Policy for more information.
25. Order Cancellations
Standard Products
A cancellation may be requested before a standard product has been shipped, subject to the stage of processing.
Cancellation cannot always be guaranteed once fulfillment has progressed significantly.
Made-to-Order Products
A made-to-order product cannot normally be cancelled once production has begun.
Real Shearling Jackets
Real shearling jackets are individually made to order and generally require approximately 14 working days of production and handling.
A cancellation may be requested before production begins.
Once Ebon Saint has started activities such as:
- shearling selection
- pattern preparation
- material cutting
- panel preparation
- stitching
- assembly
- customization
the order can no longer normally be cancelled for change of mind or a customer-related reason.
Customers wishing to request cancellation should contact Ebon Saint as quickly as possible.
Once an order has been dispatched, it can no longer be treated as an unshipped cancellation.
26. Customer-Friendly Resolution
Ebon Saint believes that clear rules should exist alongside reasonable problem-solving.
If a legitimate issue does not fit neatly into one of the circumstances described above, contact us and explain what happened.
We will review genuine concerns in good faith and, where appropriate, work toward a reasonable resolution.
This does not mean that made-to-order products become returnable simply because the customer changes their mind.
Rather, it ensures that genuine defects, mistakes, shipping damage, and other legitimate problems can still be assessed fairly.
27. Consumer Rights
Nothing in this Return Policy is intended to exclude, restrict, or override consumer rights, statutory warranties, remedies, or protections that cannot lawfully be excluded under applicable law.
Where mandatory consumer law provides rights beyond this policy, those mandatory rights continue to apply.
28. Contact Ebon Saint
For:
- standard returns
- exchanges
- real shearling claims
- damaged products
- manufacturing defects
- sizing questions
- refund questions
please contact Ebon Saint before sending any product back.
Ebon Saint
Email: ebonsaintstore@gmail.com
Customers purchasing made-to-order real shearling should also review:
Size Guide
Delivery Policy
Terms & Conditions
Disclaimer & Product Safety