Refund policy

Returns & Refund Policy

Last updated 19 September 2026

Sixty days to be sure. If it isn't right, send it back and we'll put it right.

Our 60-day promise

You have 60 days from the day your order is delivered to return or exchange it. Try it on, walk about the house in it, decide at your leisure. We'd rather you took your time than kept something that isn't quite right.

What we can take back

To be returned or exchanged, an item needs to be:

Unworn and unwashed — tried on is fine; worn out and about is not
With all tags attached and in its original packaging where possible
Free of marks, scent, pet hair or alterations

We inspect every return when it arrives. Anything that's clearly been worn or damaged after delivery can't be refunded, and we'll send it back to you.

Exchanges are free

Wrong size or fancy a different colour? Exchanges are on us — we'll send you a prepaid return label and dispatch the replacement as soon as your original is on its way back. If the item you want is out of stock, we'll refund you instead.

Returns for a refund

Changed your mind entirely? No problem. We'll send you a return label. Your refund covers the full price of the items; the original $4.99 shipping charge isn't refunded unless the return is because of a fault or our mistake — in which case everything is refunded, no questions.

How to start a return

Email hello@arthur-pembroke.com with your order number and what you'd like to return or exchange
We'll reply within one working day with a prepaid label and simple instructions
Pack it up, attach the label, and drop it at any carrier location
Keep your drop-off receipt until the refund or exchange is confirmed

Returns must be posted within the 60-day window. Please don't send anything back without contacting us first — unlabelled parcels can't be matched to an order and may be delayed.

When you'll see your refund

We inspect returns within 3–5 business days of them arriving, then refund to your original payment method. Your bank or card issuer can take a further 5–10 business days to show it on your statement. If it's been longer than that, email us and we'll chase it.

Faulty items

If something arrives damaged or develops a fault that isn't wear and tear, we'll repair, replace or refund it — your choice — and we cover all the shipping. Email us with a photo and your order number and we'll sort it quickly.

What can't be returned

Items marked as final sale at the time of purchase
Gift cards
Anything worn, washed, altered or damaged after delivery

Beyond sixty days: repair for life

Our promise doesn't stop at the return window. When a coat has been through a few seasons and needs reproofing, a patch or a mend, send it back to us. We'll bring it home — however old it is. Email us to arrange it.