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Returns & Size Swaps  — The Forge

 

SHIPPING POLICY

1) Order Issues (Damaged, Defective, Wrong Item, Missing Items)

Effective date: 23 April 2026
We want every order to feel confident—especially on fit. Because we operate made-to-order and ship internationally, please read the guidelines below carefully.

 

What’s covered​

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  • Item arrived damaged

  • Item is defective (faulty stitching, broken zip, etc.)

  • You received the wrong item/colour/size compared to your order

  • Missing item(s) from your order

Timeframe to report

  • Contact us within 15 days of delivery (or within 15 days of your delivery confirmation if shown by tracking).

What we require (evidence)

  • Photo(s) of the issue + packaging label

  • For defects: a short video may be requested to confirm the problem

  • Your order number

Resolution options (we choose the fastest fair option with you)

  • Replacement / Reshipment (priority option)

  • Full refund

  • Partial refund (for minor issues where you keep the item)

How to start Email: theforgemenswear@gmail.com
Subject: “Order Issue – [Order #]”

2) Size Swaps (Fit Exchange)

Because fit is the #1 risk for cross-border menswear, we offer a Size Swap process designed to be simple.

Eligibility

  • Request within 15 days of delivery

  • Item must be unworn, unwashed, with all tags attached

  • Must be in original packaging (where applicable)

  • No odours, marks, pet hair, deodorant stains, or alterations

How it works

  1. Email us: theforgemenswear@gmail.com with:

    • Order number

    • Item name

    • Size received + size requested

    • A quick photo of the item (front) with tags visible

  2. We confirm availability and provide the next steps.

Cost

  • Return shipping to us: paid by the customer (UK domestic postage if returning to a UK address; otherwise international).

  • Reshipment of the new size:

    • If the item is our sizing/description error → we cover it.

    • If it’s a preference-based swap (you chose the wrong size) → we may charge a reship fee (shown before approval) or offer store credit.

Tip: Use our UK Fit Guide and compare garment measurements before ordering. It reduces swaps dramatically.

3) Returns for Refund (Change of Mind)

If you simply changed your mind, you can request a return subject to the conditions below.

Timeframe

  • Request within 15 days of delivery

Condition requirements

  • Unworn, unwashed, tags attached

  • Original condition and packaging

Refund method

  • Refunds are issued to the original payment method once the return is received and inspected.

Return shipping

  • Paid by the customer, unless the return is due to damage/defect/wrong item.

Refund timing

  • Inspection is typically completed within 5 business days after the return is delivered to our returns address.

  • After approval, refunds usually take 3–10 business days to appear, depending on your bank/payment provider.

4) Non-Returnable Items

For hygiene and safety reasons, the following are generally not eligible for returns/refunds unless faulty:

  • Underwear / socks (if opened)

  • Personal care items

  • Items marked Final Sale

  • Items that are worn, washed, altered, or damaged by misuse

5) Delivery Problems (Not Delivered / Tracking Issues)

If your order hasn’t arrived:

What to do

  • Contact us as soon as tracking looks stuck or incorrect.

  • We may ask you to wait a short period if the carrier shows active transit.

Resolution

  • If tracking confirms non-delivery or the parcel is deemed lost, we will offer:

    • Reshipment (preferred), or

    • Refund, depending on the case and stock availability.

Important

  • Ensure your address is correct at checkout. If delivery fails due to an incorrect/incomplete address, reshipment may require an additional fee.

6) How to Request Any Return/Swap

Email:  theforgemenswear@gmail.com
Include:

  • Order number

  • Item(s)

  • Reason (size swap / change of mind / defect)

  • Photos (required for defects/damage/wrong item)

We respond within 24–48 hours (UK business days).

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