🪡 Our Made-to-Order Promise
At Hawk & Bull, every item is handmade from scratch only after you place your order — whether it’s a leather jacket, suit, shirt, blazer, or coat. We do not carry ready-made inventory. Each piece is crafted using your chosen materials and sizing preferences by highly skilled artisans and goes through multiple quality checks before shipping.
Our policies are designed to offer fair, transparent, and respectful solutions, with a strong focus on delivering a positive experience at every step. As a made-to-order brand, we believe in setting clear expectations, so you know exactly what to expect — from how your item is crafted to how we handle returns and support.
1. ❌ Does Not Fit
- If the sizing issue was caused by a mistake on our end (i.e. the delivered measurements differ by more than 1.5 inches from your submitted measurements or our size chart), you are eligible for a free replacement.
- If the correct size was delivered based on your selection (e.g., you ordered “L” and we sent “L” as per our size chart), it does not qualify for a free replacement or refund.
Tailoring Assistance Program
All Hawk & Bull garments are constructed with built-in allowance for tailoring. This means most minor sizing issues can be easily solved by your local tailor — without compromising the garment’s structure or finish. For minor adjustments, you can get the item altered by a local tailor. You’ll be covered through our Tailoring Assistance Program, where we reimburse your alteration cost up to the approved slab below:
| Item Type | Reimbursement Up To |
|---|---|
| Full Suit (2/3-piece) | $75 |
| Jacket / Blazer / Wool Coat | $50 |
| Pants or Vest | $25 |
| Shirt | $10 |
How the Program Works:
- Report your sizing issue within 3 calendar days of delivery along with clear photos.
- Our customer service team will assess your case and let you know which slab applies.
- Once approved, you can proceed with local tailoring.
- Submit your tailor’s receipt within 10 working days of approval to receive reimbursement up to your approved slab.
🛑 Reimbursement is not available if incorrect measurements were submitted by the customer.
🛑 Failure to submit the receipt within the 10-day window voids the reimbursement.
🛑 Free replacements are limited to the affected item only.
Example: If only the pants of your suit have a fit issue, only the pants will be replaced — not the full suit
2. ❌ Unsatisfactory Material Quality
We use only genuine materials as described — including real leather, linen, and Egyptian cotton. Every material is selected to meet the exact specifications listed on our website.
- If you believe the material is not what was advertised (e.g. faux leather instead of real leather, or synthetic fabric instead of linen), contact us. If we confirm the material was incorrect, you will receive a full refund.
- However, if the material matches what was described on the website, but you’re dissatisfied due to personal feel or expectations, the item is not eligible for refund or replacement.
3. 📦 Item Arrived Damaged
- Fill out this Form to initiate a return request.
- Our team will share the appropriate return shipping address based on your location. Do not initiate the dispatch until our customer service tells you to do so (which usually takes 1 working day after the form is filled).
- Return shipping costs are borne by the customer.
- Carefully re-pack the jacket to avoid damage during return transit.
- Share a live tracking number with us once the item is dispatched.
If your item was permanently damaged when it arrived:
- You are eligible for a full refund or free replacement, whichever you prefer.
- The damage must be reported within 3 calendar days of delivery.
- An unboxing video is mandatory to confirm the item was damaged during delivery or production — not after handling or use.
- Refund or replacement is processed only after the item is returned, inspected, and the damage verified
🛑 Free replacements are limited to the affected part only. For example, if the pants of a suit are damaged but the jacket is fine, we will replace only the pants.
✅ What qualifies as permanent damage:
- Torn or ripped leather or fabric
- Irreversible stains or discoloration visible on arrival
- Burn marks, deep scuffs, or abrasions that cannot be repaired
- Wrong panels stitched in (e.g. mismatched sleeve, back, etc.)
These are considered production or shipping flaws and qualify for full refund or free replacement.
❌ What does not qualify as permanent damage:
- Loose or open seams
- Detached buttons or snaps
- Zippers that are misaligned or stiff
- Wrinkles or minor surface creases from transit
- Untrimmed threads or finishing issues
These minor issues can be resolved easily and are covered under our Tailoring Assistance Program. We will reimburse local tailoring costs (upon approval and receipt submission) based on the applicable slab.
4. 🔁 Wrong Item Received
If you received a completely different item (e.g., another customer’s order or a wrong product variant):
- You are eligible for a free replacement.
- No return shipping charges will apply to you.
- You must report the wrong item received within 3 calendar days of delivery.
🛑 Free replacements apply only to the incorrect item received.
For instance, if only the vest is wrong in a 3-piece suit, only the vest will be replaced.
5. 🎨 Color Difference Between Product and Website
If the color of your item appears different from what you saw online:
- Please note that slight color variations are common and expected when viewing products online. Differences in screen resolution, brightness settings, lighting conditions during photography, and even the ambient light in your room can all affect how a color appears on your screen compared to real life. These variations are considered normal in e-commerce and do not constitute a product defect.
- If the item was made in the correct color as described on the product page, it is not eligible for return or refund based on perceived differences.
- If precise color matching is important for your occasion or preference, we strongly recommend ordering a fabric or leather swatch in advance.
6. 🧥 Design Difference in the Product
If you believe there is a design difference between what you ordered and what you received:
- You may be eligible for either a free replacement or Tailoring Assistance, depending on the nature of the issue and how easily it can be corrected.
- This applies to specific, identifiable design mismatches, such as:
- You ordered a peak lapel, but received a notch lapel
- You ordered a double-breasted jacket, but received a single-breasted version
- You ordered a belted jacket, but received one without a belt
Design accuracy will be verified based on the mannequin images shown on our product page.
⚠ If mannequin images are not available, we will refer to lifestyle images for visual confirmation.
🚫 Please Note:
- Minor variations that do not impact the garment’s overall structure, look or function may be eligible for support under our Tailoring Assistance Program.
- We cannot offer replacements or compensation for perceived differences in design such as “it looks different” or “it doesn’t match the photo,” unless clear, specific mismatches are pointed out.
- To help us resolve your case fairly and promptly, we kindly request that you specify exactly which part of the design differs from the product photos.
7. 🕐 Item Arrived Late
- We aim to dispatch all orders within 10 working days of confirmation — this is the production timeline we take full responsibility for.
- Once dispatched, your order is handed over to trusted express couriers (FedEx, DHL, UPS, etc.) who typically take 5–7 days to deliver.
- Please note: Our commitment is to hand over your item to the courier within 10 working days — not to guarantee the final delivery date. We can only provide an estimated delivery window, as courier timelines vary by location and customs processing.
⏳ If We Delay Dispatch:
If we exceed the 10 working day dispatch window due to internal delays, we will issue $50 in store credit as a goodwill gesture.
🎄 Seasonal Notice:
During peak periods (e.g. Christmas, Halloween, New Year), production timelines may extend to 15–20 working days. This will be clearly stated on our website in advance.
🌐 Delays Beyond Our Control:
If delivery is delayed due to:
- Courier transit time
- Customs clearance
- Global events or disruptions
We regret that no compensation or remedy can be offered in such cases.
8. 🔄 Change of Mind
- If production hasn’t started and it’s within 24 hours of placing your order, you are eligible for a full refund.
- As each item is made to order, we are unable to accept cancellations or returns due to change of mind once 24 hours have passed.
9. 📦 Stuck at Customs
✅ Important Note for USA Customers:
If you’re ordering from the United States, you will not be required to pay any customs duties, and you will not experience any customs-related delays.
Disclaimer for Non-USA Customers:
We ship all orders using premium express couriers like FedEx, UPS, and DHL, with complete tracking and customs documentation.
If your parcel gets stuck at customs, we recommend contacting the courier directly with your tracking number for clearance support.
- We cannot offer refunds or replacements due to customs-related delays, duties, or taxes imposed by your local authorities.
- Please review your country’s import regulations before placing an order.
10. 🚫 What’s Not Covered by Our Return Policy
As a made-to-order brand, we do not offer refunds, exchanges, or store credits in the following situations:
- Item delivered as per the size you selected but doesn’t fit
- Incorrect measurements submitted by the customer
- Minor sizing differences under 1.5 inches
- Perceived color, texture, or quality differences
- Small design or stitching differences that don’t impact structure
- Delivery to the correct address as provided by the customer
- Courier delays, customs clearance delays, or global disruptions
- Change of mind after 24 hours of placing the order
- Returns made without prior approval or without an unboxing video (in damage cases)
- Items bought on sale or under any promotional offer
- Customized orders, including custom sizing, bespoke design requests, or any customer-requested design modifications, are not eligible for refund or exchange under any circumstances
- Accessories such as belts, wallets, ties, pocket squares, cufflinks, etc. — these are not eligible for return, refund, or exchange.
12. 📦 After Your Return Is Approved
Once your return or refund request has been approved by our Customer Service team, you must ship the item to the return shipping address provided by us within 7 working days.
After dispatching the parcel, please share the following with our Customer Service team:
- The courier service name
- A traceable tracking number
This allows us to monitor your return shipment and process your refund promptly upon receipt and inspection of the item.
Please note: If the item is not dispatched within 7 working days of approval, or if the required tracking details are not shared with our team, the return approval will become void, and the return request will be considered closed.
13. 💳 Refund Method & Processing Time
If you paid using PayPal, your refund will be processed back to your PayPal account in full. Refunds through PayPal are typically instant, and you should see the amount reflected in your account shortly after confirmation.
If you paid using a credit or debit card, your refund will be processed back to the same card. However, payment service providers (such as Stripe) deduct a non-refundable processing fee (approx. 5%) from each transaction. Since this fee is not returned to us, we are unable to refund it — your refund will be for the original amount minus the PSP fee.
⏱ Refund Timeline
Once your refund is approved, we initiate the transfer immediately.
- For PayPal transactions, the refund is usually instant.
- For card payments, it may take 10–15 working days for the refunded amount to appear in your account. This depends on your bank or card provider’s processing timelines, which are beyond our control.
📩 Need Help?
We’re here to assist you personally.
📧 [email protected]
For faster assistance, please include your order number in the subject line when emailing us.