Refund policy
At Jack Reid, every bag is handcrafted with care and built to last. We want you to be completely satisfied with your purchase. If something is not right, please read the policy below so you know exactly where you stand.
Return Window
You have 14 days from the date your order is delivered to request a return. Requests received after this period cannot be accepted, so please inspect your bag as soon as it arrives.
Item Condition Requirements
To be eligible for a return, your Jack Reid bag must meet all of the following conditions:
- Unused and in its original, unaltered condition
- Free from signs of wear, scratches, staining, or odour
- All original tags, dust bags, and packaging materials intact and attached
- Accompanied by your proof of purchase or order confirmation
Items that show evidence of use, damage caused after delivery, or that are returned without original tags will not be accepted and will be sent back to you.
Who Pays Return Shipping
Return shipping costs are the responsibility of the customer, except in the following circumstances:
- Your item arrived faulty or damaged due to a manufacturing defect
- You received an incorrect item that does not match your order
In either of those cases, Jack Reid will cover the full cost of return postage and will arrange a prepaid return label for customers in Ireland and the United Kingdom. We strongly recommend using a tracked and insured postal service for all other returns, as we cannot accept responsibility for parcels lost or damaged in transit back to us.
Faulty or Incorrect Items
If your bag arrives damaged, defective, or is not the item you ordered, please contact us via our contact page within 14 days of delivery. Include a clear description and photographs of the issue. We will arrange either a full replacement (subject to stock availability) or a complete refund, including the original shipping cost and the cost of returning the item to us. You will not be out of pocket.
Refund Method and Timing
Once we receive your returned item and confirm it meets the condition requirements above, we will process your refund to your original payment method. Please allow 5 to 10 business days from the date we receive the return for the funds to appear in your account, depending on your bank or payment provider. You will receive a confirmation email when your refund has been issued.
Sale Items and the Current Closing-Down Sale
Jack Reid is currently running a closing-down sale. Unlike many retailers, we have chosen to keep our customer-friendly return terms in place throughout this period. Sale-priced items remain fully returnable under the same 14-day window and condition requirements described in this policy. There are no additional restrictions on sale purchases. Please note, however, that refunds for sale items will be issued at the sale price actually paid.
Non-Returnable Items
The following cannot be returned or refunded, except where they arrive faulty or incorrect:
- Items returned outside the 14-day return window
- Items that have been used, worn, or show signs of handling beyond initial inspection
- Items returned without original tags or packaging
- Items that have been personalised, engraved, or custom-ordered to your specification
Exchanges
If you would like to exchange your bag for a different Jack Reid style or size, we are happy to help, subject to current stock availability. Because stock is limited during our closing-down sale, we cannot guarantee that your preferred alternative will be available. To request an exchange, please get in touch via our contact page before sending anything back, so we can check availability and guide you through the process. If your chosen exchange item is unavailable, we will issue a refund to your original payment method instead.
Store Credit
If you would prefer not to receive a refund to your original payment method, you may request store credit to the value of your return. Store credit will be issued as a discount code valid for use on the Jack Reid website. Please let us know your preference when you submit your return request.
Lifetime Craftsmanship Guarantee
Every Jack Reid bag carries a lifetime guarantee against defects in stitching and hardware. This means that if the stitching fails or the hardware (buckles, rivets, zips, and clasps) becomes defective through normal use — not accidental damage or misuse — we will repair or replace the item at no cost to you. This guarantee applies for the lifetime of the bag and is separate from your standard 14-day return right. To make a guarantee claim at any time, please reach out via our contact page with details and photographs of the defect.
How to Start a Return
Starting a return with Jack Reid is straightforward:
- Visit our contact page and submit your return request within 14 days of delivery
- Include your order number, the item you wish to return, and the reason for the return
- If your item is faulty or incorrect, attach clear photographs so we can assess the issue promptly
- Wait for our confirmation and return instructions before sending anything back — items returned without prior authorisation may not be processed
- Pack your bag securely in its original packaging and send it using a tracked postal service
Please do not send items back without first receiving written confirmation from us. Unauthorised returns may cause delays and could affect your eligibility for a refund.
Your Statutory Rights
This policy is offered in addition to, and does not limit, your statutory rights under applicable consumer protection law in Ireland and the United Kingdom, including rights under the Consumer Rights Act 2015 (UK) and the Consumer Rights Act 2022 (Ireland). If you are unsure of your rights, you may seek independent advice from a relevant consumer authority in your country.
Thank you for choosing Jack Reid. We take great pride in every piece we make, and we are committed to making sure your experience — from purchase through to delivery — reflects that craftsmanship. If you have any questions about this policy, please do not hesitate to contact us via our contact page.