What is the Warranty Policy?
Shackleton products are made with the highest quality materials and craftsmanship, to protect you in some of the most extreme weather conditions, and we stand behind each one. Shackleton products are fully warranted against defects in materials and workmanship for the lifetime of the product – which means the usual and customary wearable life of the product, by the original owner. If a product fails due to a manufacturing defect, we will repair the product free of charge, or replace it at our discretion. If the exact style is not available for replacement, a product of equal value and similar style will be provided. Please note, knitwear, accessories are excluded from the warranty program, unless otherwise stated. These are covered under your statutory rights.
This warranty does not cover any repairs needed due to accidents, improper care, negligence, or normal wear and tear. This warranty is void if the inside garment tags are removed. For any damage not covered under the warranty, Shackleton may offer to repair the damage for a charge. If such an offer is made, we will discuss this with the consumer, prior to any repairs being made.
Please note that In accordance with health & safety, in order for us to service your claim your item must be freshly cleaned. If your item has not been cleaned before it arrives we will be happy to clean it for you for a nominal charge, which we’ll confirm with you first.
For inquiries regarding our warranty, please email info@theshackleton or call on 0044 (0) 2080 655 494
What does “Lifetime of the Product” mean?
Products covered under our warranty program are fully warranted, to the original owner, for the practical lifetime of the product.
What is “normal wear and tear”?
Shackleton manufacture every product to meet superior standards, but no matter how carefully you use and care for your product wear and tear will occur. Obviously if you use your item daily then wear and tear will occur sooner than if it worn a few times a year.
What isn’t covered under warranty?
Shackleton recognise that accidents can and do happen. Although not covered under warranty, tears, rips or other damage to your product can be serviced through our repairs department for a reasonable cost. Improper care or negligence, such as storing your product while wet, keeping it sealed in an airless environment, or not following the care instructions on the contents label inside your garment will result in damages that are not covered under warranty. We will always do our best to fix and revive items to a wearable condition however, if we are unable to then we will discuss with you.
Do I need to clean my jacket before sending it in?
Yes, your item must be cleaned before it arrives for the protection of our staff and in accordance with Health & Safety Standards. Any product that arrives unclean will be subject to a cleaning fee, depending on care instructions, before inspections can be made, which will also delay the processing of your claim.
Will Shackleton repair or replace my product?
If a Shackleton product fails due to a manufacturing fault, we will repair the item at our expense. If the product is not repairable, or the cost of the repairs exceeds the value of the product, at our discretion, we may choose to replace the product instead.
How long will it take to get my product back?
Shackleton aim to get your product back to you as soon as we can but it is entirely dependent on the time of year, the level of repair work needed. We put a maximum of 8 weeks from delivery.
How much will it cost to get repairs done?
For any repairs covered by our warranty policy there is no charge to you. Non-warranty repair costs will vary, depending on the materials and length of time required. Once we have received and assessed your product, we will contact you regarding repair options and costs (if applicable).
Who handles shipping costs?
Customers are responsible for the cost of shipping items to Shackleton, and we will cover the return shipping costs. Please ensure that you ship the product using a carrier that can provide you with tracking information and proof of delivery. You are responsible for your product until we sign for its delivery.