Version 1.0 · effective 8 October 2026
We would rather help you choose the right coat the first time than process a return. This Returns & Exchanges Policy sets out exactly when an item can be returned or exchanged, what you receive, and the conditions that apply. Placing an order confirms that you have read and accepted this policy in full. If anything here is unclear, email info@tundrelle.com before you order and we will advise you.
1. Your 30-day window
You have 30 days from the date of purchase — the day your order is placed, not the day it is delivered — to submit a return or exchange request. Requests received after day 30 cannot be processed.
Please read this before ordering. Our standard delivery estimate is 8–16 business days from purchase, so the time you have with your coat after it arrives may be considerably shorter than 30 days. If you are unsure about size, fit or colour, email us before you order rather than after.
Once a request is approved, the item must be postmarked within 7 days of our approval email. Items postmarked after that are refused and returned to you at your cost.
2. What you receive
- Wrong size or fit: one replacement in a different size, shipped to you free of charge (see section 3). Fit issues are not eligible for a refund or store credit.
- Change of mind, colour or style: store credit for the price you paid for the item. Store credit is emailed to you as a code, never expires, and is not transferable or redeemable for cash.
- Damaged, defective or incorrect item: a replacement or a full refund to your original payment method (see section 7).
Refunds to your original payment method are available only where an item arrives damaged, defective, or is not the item you ordered. Original shipping charges, where applicable, are not refunded.
3. Sizing and fit — free size replacement
Every coat is listed with our size guide. Please measure before you order. Where your measurements match the size you selected, fit is not treated as a fault.
If your coat doesn't fit, we will send you one replacement in a different size, free of charge, subject to availability. To qualify:
- request the replacement within your 30-day window, telling us the size you need;
- return the original item, in the condition set out in section 4 and at your own cost, using the authorisation we send you; and
- allow us to receive and inspect the original — your replacement ships as soon as it passes inspection.
Size and fit issues are resolved by replacement only. No refund or store credit is issued on the basis of fit. If the size you need is unavailable, you may choose the same size in another colour or a different style of equal or lower value instead. One size replacement per item; replacement items are final and cannot be returned or exchanged again.
4. Condition requirements
To be eligible, an item must be returned:
- unworn, unwashed and unaltered, with no signs of wear;
- free of stains, odour, fragrance, smoke, make-up, deodorant marks and pet hair;
- with all original tags and labels still attached; and
- in its original packaging, together with your order number.
Items that do not meet these conditions cannot be accepted and will be returned to you at your cost.
5. How to start a return or size replacement
Email info@tundrelle.com with your order number, the item, and the reason for your request — for a size replacement, include the size you need. We reply within 1–2 business days with a return authorisation number and the return address.
Requests made by phone, social media, comment or any other channel cannot be processed. Parcels sent to us without an authorisation number are refused and returned to sender at your cost.
6. Return shipping
Return shipping is your responsibility and is not reimbursed, except where the return is the result of our error. We recommend a tracked and insured service — we cannot be responsible for items lost or damaged in transit back to us, and a return we do not physically receive cannot be credited or replaced. Shipping of your size replacement to you is free.
7. Damaged, defective or incorrect items
Please inspect your order as soon as it arrives. If an item is damaged, defective, or is not the item you ordered, email info@tundrelle.com within 72 hours of delivery with your order number and clear, unedited photos or video showing the fault, the full item, and the packaging as it arrived. Please keep the item and all packaging until we have responded.
Where a fault is confirmed, we will replace the item or refund it in full to your original payment method, including return shipping. This applies regardless of anything else in this policy.
8. Non-returnable items
The following cannot be returned or exchanged: gift cards, any item marked final sale on its product page at the time of purchase, and items already received as a replacement. If you are unsure whether an item is eligible, email us before you order.
9. Inspection and timing
We inspect every return on arrival, usually within 2 business days, and email you the outcome. Store credit is issued within 2 business days of approval. Where a refund to your original payment method applies, it is issued within 10 business days of inspection; your bank may take additional time to post it. If more than 15 business days have passed since we confirmed an approved refund and you have not received it, contact us and we will follow up.
10. Order cancellations
Contact us as soon as possible if you wish to cancel. We can usually cancel and fully refund an order before it enters processing. Once an order has entered processing or shipped, it cannot be cancelled and must be handled under this policy.
11. Excessive or abusive returns
We reserve the right to refuse a return, withhold store credit or a replacement, cancel an order, or decline future orders where we identify a pattern of excessive returns, worn-and-returned items, claims we are unable to substantiate, or any other misuse of this policy.
12. Your statutory rights
Nothing in this policy limits any right you have under applicable consumer-protection law.
13. Policy version
This is version 1.0 of this policy, effective 8 October 2026. The version in effect at the time you place your order governs that order. We may revise this policy for future orders at any time by posting an updated version on this page.
14. Contact
Questions about a return, exchange or refund? Email us and we will respond within 1–2 business days.
Tundrelle
Email: info@tundrelle.com
Phone: (913) 216-3296
Business address: 601 S Kings Dr Ste F PMB 133, Charlotte, NC 28204, United States
Customer care: Monday–Friday, 9am–5pm CT
Response time: within 1–2 business days