Barbourn Customer Service Policy

At Barbourn, we are committed to providing exceptional customer service that matches the quality of our men’s and women’s cotton jackets. We want every interaction with our brand—from placing an order to seeking post-purchase support—to be smooth, transparent, and satisfying. This policy outlines our commitments to you, as well as key guidelines to ensure a clear and fair experience for all customers.

1. Order Processing & Tracking

  • Order Confirmation: Once you place an order on our website, you will receive an immediate confirmation email at the address provided during checkout. This email includes your order number, item details, shipping address, and total amount. If you do not receive this confirmation within 24 hours, please check your spam folder or contact us at [email protected].
  • Order Processing Time: Most orders are processed within 1-2 business days (excluding weekends and public holidays). During peak seasons (e.g., holidays, sales events), processing may take up to 3 business days—we will notify you via email if there are any delays.
  • Shipping & Tracking: After your order is shipped, you will receive a second email with a tracking number and a link to monitor your package’s delivery status. Shipping times vary by destination and shipping method (standard, expedited, etc.)—please refer to our Shipping Policy page for detailed timelines.

2. Returns & Exchanges

We want you to love your Barbourn cotton jacket. If you are not completely satisfied with your purchase, we offer flexible return and exchange options, subject to the following terms:

  • Eligibility: Items must be returned within 30 days of delivery, in their original condition (unworn, unwashed, with all tags and packaging intact, and free from damage or alterations). Custom or personalized jackets are final sale and cannot be returned or exchanged.
  • Return Process:
  1. Email us at [email protected] with your order number, the reason for return/exchange, and (for exchanges) your desired replacement size/color (if available).
  2. We will respond with a pre-paid return shipping label (for orders within our primary shipping regions) and detailed instructions for sending back the item.
  3. Once we receive and inspect the returned item (usually within 3-5 business days of delivery to our warehouse), we will process your refund or exchange:
  • Refunds: Will be issued to your original payment method within 5-7 business days. Please note that banks may take additional time to reflect the refund in your account.
  • Exchanges: If the requested replacement is in stock, we will ship it to you free of charge. If it is out of stock, we will offer a full refund or let you choose an alternative item.
  • Non-Refundable Items: Shipping costs (except in cases where the return is due to our error, e.g., wrong item shipped, defective product) are non-refundable.

3. Defective or Incorrect Items

If you receive a jacket that is defective (e.g., faulty stitching, material damage) or incorrect (wrong size, color, or style), please contact us at [email protected] within 7 days of delivery. Include your order number and clear photos of the issue, and we will:

  • Arrange for a free return of the defective/incorrect item.
  • Ship a replacement (if available) at no cost to you, or issue a full refund (including original shipping costs).
  • If a replacement is not available, we may offer you a store credit (with a 10% bonus) or a full refund—whichever you prefer.

4. Customer Support & Communication

  • Support Channels: Our primary support channel is email at [email protected]. We aim to respond to all inquiries within 24 business hours (Monday-Friday). For urgent matters, you may also leave a message via the “Contact Us” form on our website, and we will prioritize your request.
  • Support Languages: Our customer service team provides assistance in English. If you require support in another language, please note this in your email, and we will do our best to accommodate you (response times may be slightly longer).
  • Feedback: We value your opinions! If you have suggestions for improving our products or service, please share them with us at [email protected]. Your feedback helps us grow and better serve the Barbourn community.

5. Privacy & Data Protection

We take your privacy seriously. Any personal information you share with us (e.g., name, email address, shipping details, payment information) is protected in accordance with our Privacy Policy. We will never share your data with third parties for marketing purposes without your explicit consent. For more details on how we collect, use, and secure your information, please review our full Privacy Policy on our website.

6. Policy Updates

Barbourn reserves the right to update or modify this Customer Service Policy from time to time (e.g., to reflect changes in shipping carriers, regulations, or customer needs). Any updates will be posted on our website, and the “Last Updated” date at the top of this page will be revised accordingly. We encourage you to review this policy periodically to stay informed.

If you have any questions about this Customer Service Policy, please do not hesitate to contact us at [email protected]. We are here to help!