Returns Policy

Does JackCoHenry accept returns?

Every JackCoHenry piece is handcrafted to order in Singapore, and we stand behind our work. Because most items are made to your confirmed specifications, JackCoHenry is unable to accept returns, exchanges, or refunds.

All JackCoHenry items, bespoke leather goods, custom watch straps, and ready-stock pieces are sold as final sale. This includes orders where sizing was provided by the customer, preferences changed after confirmation, or the reason is a change of mind.

 


What Is Not a Defect

Leather is a natural material, and that's part of what makes it special. Every hide is different.

The following are natural characteristics of leather and are not considered defects by JackCoHenry:

  1. Colour variation, grain pattern, pore pattern, texture, and markings between hides.
  2. Patina, darkening, softening, or creasing from use.
  3. Normal wear and tear.
  4. Accidental damage, moisture damage, misuse, or improper storage.
  5. Variation between product photos and the actual item due to lighting, screen settings, or leather batch.

 


Sizing

For JackCoHenry custom watch straps, you are responsible for providing accurate measurements. We recommend double-checking your lug width, buckle width, strap lengths, wrist size, and buckle compatibility before confirming your order.

Not sure? Reach out before ordering we're happy to help.

Incorrect measurements provided by the customer are not grounds for return or remake.

 


The Only Exception: JackCoHenry's Error or a Defect

If something isn't right on our end. i.e., a defect, or an item that doesn't match your confirmed order we want to make it right.

Please contact JackCoHenry within 14 days of delivery with:

  • Your order number
  • Clear photos of the item and packaging
  • A description of the issue
  • Your confirmed order details

 


Order Changes & Cancellations

Need to change or cancel a JackCoHenry order? Get in touch as soon as possible. We will do our best to accommodate changes before production begins. Once materials have been cut or work has started, we may not be able to make changes. Special-order materials and confirmed bespoke projects will be subject to a cancellation fee.

 


How to Submit a Return or Review Request

Please do not send anything back without hearing from us first unauthorised returns will not be accepted.

Email us at info@jackcohenry.com with your order number and photos.

Unless the return is due to our error, return shipping is the customer's responsibility. Please ship with tracking, as JackCoHenry is not responsible for parcels lost or damaged in transit.

 


Repairs

JackCoHenry reviews repair requests on a case-by-case basis. Reach out and we'll see what we can do. Please note that normal wear, ageing, accidental damage, water damage, excessive perspiration, improper storage, and misuse are not covered.