Help

Over the years we have scaled TLC by offering unparalleled quality to our clientele. Still, in case of returns, we cooperate with our customers like no other brand. We let you return or exchange almost everything except for the custom orders within 30 days of delivery for a full refund or exchange.

We will receive and inspect the product before sending over a new one —which you wanted in exchange— or giving back a 100% refund. It may take up to 15 business days to deliver an exchange to your address, while in the case of a refund the payment is processed within the 10 to 45 business days after sending you a confirmation email.

You can also ask for a refund or return in case:

• You didn’t receive what you ordered.
• You received a tampered product.
• Your product was damaged during shipping.

Two points worth repeating here are we don’t return or refund customer products and in case of returns, customers have to bear the shipment charges for sending the product back to us.

The only reason why we don’t refund custom orders is that they can’t be resold. It’s impossible to find someone who needs a custom leather jacket in the same size, design, and color you ordered.

To avoid any possibility of the return of a custom product, we send pictures of the finished product before shipping it to your address. If required, changes are made to the product according to your preferences and it is only shipped once approved by you.

We strive to create a transparent and seamless shopping experience for you. However, in some cases returns and alterations occur due to a mistake from a buyer’s or seller’s end. But don’t worry, we cooperate by all means in any such situations. Your first alteration on any custom order is free of cost. Furthermore, in case of shipping a damaged or wrong product, we offer a full refund or exchange – whatever you wish.

Here’s how we go about the custom order process to avoid any errors:

• We note down every single detail about the order such as the size, fabric, and design ideas shared by you.
• Once a custom order is ready to be dispatched, the initial photos of the product are shared with the client.
• Only when the client gives us a go-ahead, we dispatch the product; else we further customize the product according to the client’s preferences.
• In case of any size related error, we offer a free alteration; the shipment cost for sending the jacket back to us will be paid by you.

While some factors remain out of our control, like global shipment disruptions due to any reason and your country’s import laws, we strive to ensure prompt delivery of your order to the provided address. We take pride in claiming that TLC is one of the jacket sellers in the world providing free shipment in all seven continents of the world.

It takes between 10-12 days for a normal order to be shipped, while for a made-to-measure order this time period is between 4-6 weeks depending on the design, size, fabric, and references shared. Likewise, bespoke orders are shared within 6 to 10 weeks.

Except for Russia, Brazil, Israel, Iran, Iraq, India and OFAC Sanctioned Countries, we ship everywhere in the world through Express Deliveries including DHL, FedEx, TNT, and some other reliable shipping companies.

Please note that your order will be shipped on a Delivery Duty Unpaid (DDU) and these charges will be paid by you. Also, we do not deliver to APO, FPO or PO box addresses for safety reasons.

While the shipment is absolutely free, please note that the prices on our website are exclusive of any customs, import charges, or levies applicable in your country. Moreover, once an order has been dispatched, the delivery address can’t be changed.

You can track your order from anywhere in the world and anytime through our Order Tracking page. To avoid any inconvenience, we suggest you keep in touch with the courier company tasked to deliver your package. So in case of any hold-up from their end or your sudden absence from home/delivery location on the day of delivery can be communicated.

Please note that a courier company is not responsible to keep your parcel after multiple futile attempts of delivery, and eventually with no other option left they might destroy the parcel. Therefore, keep in touch with the courier company and let them know in case you were not present at the delivery address to collect the parcel. They will resend the parcel another day after communicating to you.

The sole purpose of collecting your personal information (name, email, phone number, mailing address) when you place an order on our site is to improve customer service and show personalized ads — exactly the product you might be looking for. Through your contact details, we can communicate and authenticate your order to avoid any inconvenience or misunderstandings which may lead to a poor shopping experience. If you wish to, you can also visit our site anonymously.

However, you may see some advertisements on our ad. If you click on these and share your personal information with them, we are not responsible for that particular information’s confidentiality. This policy has nothing to do with what you share with third party advertisements displayed on our site.

The information practices of these third parties are not covered by this privacy policy.

Rest assured that all your personal information is safe. At no cost our team will share your personal data with other online businesses, marketing agencies, lead generation companies, etc.

To ensure your privacy and the safety of confidential data, such as your debit/card details, we adhere to the highest standards of web security practices. All the sensitive credit information is transmitted via Secure Socket Layer (SSL) technology.

Payment gateways integrated into our site are impenetrable and extremely secure. Your transaction details are neither stored nor sold to any third party. Once you have performed a transaction, all your private information is dispatched from the servers — accessible to no one onwards.

Your personal email address will only be used for sharing the order details and confirming transactions, and our newsletter in case you have subscribed.

We collect cookies to improve your shopping experience on our site. Cookies are nothing harmful but small files transferred to your device through your web browser, so the website can recognize your browser in the future and offer a personalized experience. Third parties who assist us in operating this website do have access to the user information, but they are strictly prohibited from sharing your confidential information with anyone.

We may only share any such confidential information when we are legally bound to do so according to the local laws; or to cooperate with law and enforcement agencies.

However, we do have the right to share non-personally identifiable visitor information to other parties for business and marketing purposes.

As mentioned before, we don’t sell any form of confidential or insignificant data to third-party websites or other businesses. Not even your email address or contact details. We are only liable to release your personal information when it’s required by the laws and appropriate to do so to cooperate with the law and enforcement authorities.

At the same time, the information of an anonymous user can be used for marketing, advertising, and other purposes.

An affiliate network on our may collect your personal information such as IP address, your web browser info, app usage, etc., when you interact with our digital property. The purpose here isn’t malicious but to show you the right types of advertisement and offer to draw your attention. In case you want to know further about this aspect, please feel free to contact our support. The confidentiality of your private data including web browsers is of utmost importance for us.

We’d like to inform you that we don’t own any of the websites we link to(affiliates and ads) nor we have any control over their privacy policy. Thus, if you provide them with any confidential information, the responsibility will be solely yours in case of any misuse of that information. And if you have any concerns over the information collected by any third party linked with our site, you should contact them directly to convey your concerns.

Please note that our privacy policy and terms and conditions can be changed or updated to address the arising problems and challenges. To avoid any inconvenience, check out both sections once in a while.  In case you have any concerns or queries regarding our security policies, feel free to reach out to us at [email protected]. Our support is 24/7 active to answer and resolve your queries.

We accept payments via all standard and easily accessible payment gateways including PayPal, Visa, Discover, MasterCard, and American Express. To ensure the privacy of your confidential data, we have deployed the most advanced, impassable security protocols in the form of SSL. All your personal data and card details are shared directly with the payment provider in an encoded form to stamp out any form of risk involved.

Our products and quality of service are so up to the mark that there is rarely a case of any cancellation. However, still, if a situation arises due to any confusion or an unintentional mistake from the buyer’s side, we are always happy to help.

Please note that the order cancellation request must be submitted to customer support via email within 2 days of order placement. Once the order is dispatched, it can’t be canceled but only when the buyer himself sends back the parcel and bears the shipment cost.

The availability of products on our website is subject to change without notice. However, we make sure the product list and their availability is updated in a prompt manner, so our customers don’t have to face any inconvenience.

In addition, we stock up with all the in-demand seasonal products in advance to make sure you never leave our website without buying your favorite product.

Our pricing policy and payment methods are the same as the local for international clients. However, if you want to pay us in any currency other than the US dollar, we’d be more than happy to collect the payment in your local currency, equivalent to your purchase in the US dollar.

For example, if you buy a product worth US $100 and pay in Canadian dollars, our system will deduct Canadian dollars equivalent to the US $100 according to the given day’s exchange rate.

As our business continues to grow, we are adding a wide range of products to our website. And there’s always a chance of human error while setting up prices or adding key product specs. However, in case of any error from our end, not only we cooperate but make sure you don’t have to go through any inconvenience or monetary loss.

If a certain product is priced less than the original price on our website, we will notify you before shipping your product to let you know and if you wish, would be happy to cancel the order straightaway.

On the contrary, if a certain product is priced higher on our website than its original price, we will refund the additional amount. Feel free to let us know if any such mistake goes unnoticed as we take prompt action to ensure a great shopping experience for our respective customers.

Both your personal and card details are secured by the standard security protocols deployed worldwide online. However, please note that minors under the age of 18 are not allowed to register or purchase anything directly from our site.

Though we ensure a transparent online shopping experience, disputes and claims are part of business. Please note that the United Arab Emirates is our country of domicile and any dispute or claim will be handled according to the local laws of the UAE.