customer service

How long will my jacket take to make?

Please allow a maximum of 6-8 weeks for your jacket to be completed from the time of purchase. This includes custom pieces as well as ready-to-wear.

Do you offer a rush service?

Yes! If you are planning on ordering a piece for a specific event, please contact us noting the date you need the item by and we will let you know if it will be possible to meet your deadline in time, and if a rush service fee will be applicable.

How long does shipping take?

All orders are shipped via UPS standard shipping (tracked with signature release), unless otherwise specified. Please visit ups.com for local standard shipping times.

How much does shipping cost?

We are happy to offer free shipping within Canada and the continental United States via UPS for all orders over $600. For orders under $600, we offer pick up within Toronto or standard ground shipping via UPS to be calculated at checkout.

Will I be contacted when my order has shipped?

You will be contacted via email when your purchase has been fulfilled and sent a tracking number as soon as your order is processed for pick up. For all local orders, you will be contacted to arrange pick-up/courier drop-off as soon your purchase is complete.

Do you ship internationally? How much is international shipping?

Yes - By The Namesake ships worldwide! For international shipping, please contact us for a quote. Please note: that all packages may be subject to customs duties and taxes. the limits for duty-free packages are regulated by local customs authorities; please check your country's customs website for more information.

Can I change my delivery specifications once my order has shipped?

Orders will be shipped according to customer's specified address. Namesake is not responsible for items delivered to incorrect shipping addresses or for any lost and/or stolen merchandise incurred upon shipping.

Will I be charged shipping duties?

Shipping duties are out of our control. In our experience most customers do NOT get charged with more than a few dollars in customs charges, but of course there are exceptions to this. By The Namesake is not responsible for any duties incurred upon shipment.

Do you accept returns or exchanges?

We accept exchange or store credit for ready-to-wear pieces ONLY. This includes ready-to wear jackets, and all lifestyle items that have not incurred any customizations. We do not offer cash-back refunds. All custom orders are final sale. All sale items are final sale.

What are the conditions of a return/exchange?

If you would like to exchange or return (for store credit) an item purchased on www.bythenamesake.com, please send us a request for a return authorization within 14 days of delivery date. All returns must be shipped back to us within 7 days of the request approval. Items must be returned in new and unused condition, with all original packaging. We will not accept exchange or returns (for store credit) on items that show wear or use. We reserve the right to refuse any returns which do not meet our policy agreement or are returned without written approval. We do not cover the cost of return shipping labels for international returns, but are happy to provide the return label at cost.

What is your warranty guarantee? Every Namesake jacket is made by hand in our Toronto atelier. We take pride in our craftsmanship and are happy to offer a one year guarantee on stitching, hardware and leather defects. All repairs will be at the direction of Namesake.

Am I able to have my By The Namesake purchase altered?

We offer alterations on a case-by-case basis. Alterations may include: sleeve shortening, re-lining etc. Contact us to inquire about the fee associated with your desired alteration.