Help and policies
Frequently asked questions
Answers on shipping, returns, sizing, product details, payments, care, and product issues. Start here before ordering, then use the contact page if an order or product detail still needs a closer look.
Shipping
What is your delivery and shipping policy?
Orders are processed as quickly as possible after checkout.
All orders within the continental U.S. include free shipping. Taxes, any applicable fees, and available shipping options are shown at checkout.
Which delivery company do you use?
The carrier depends on the order and destination. Tracking information will show the carrier once the shipment is on the way.
Where do orders ship from?
Orders ship from the fulfillment location assigned to the order. Tracking information will show shipment movement once the carrier has the package.
My order is taking longer than expected. What can I do?
If tracking has not updated in a few days, use the contact page or email info@awakndland.com with your name and order number. We will check the shipment and follow up.
How can I track my order?
You will receive a shipping confirmation email with tracking information once your order ships.
Returns and Refunds
Can I change my shipping address after checkout?
Use the contact page or email info@awakndland.com with your name and order number as soon as possible.
Orders move quickly, so please check your address before completing checkout.
Can I change my shipping address after my order has shipped?
Once an order has shipped, we cannot change the delivery address from our side. Use the tracking link to manage delivery options with the carrier where available.
What countries do you ship to?
The only shipping promise stated on the site is free shipping within the continental U.S. Checkout shows the currently available shipping options for the address entered.
What is your return policy?
Returns are accepted within 14 days of delivery. Items must be unused, unworn, and returned in original condition. Read the dedicated Returns page for the current terms.
What are the conditions for returning?
Returned items must be unused, unworn, and sent back in original condition. Items that are worn, damaged, or returned without proper packaging may not be accepted.
How do I request a return?
Use the contact page or email info@awakndland.com with your name and order number. We will review the request and send next steps for eligible returns.
Do I need to pay for return shipping?
Return instructions are provided after your request is reviewed. Check the dedicated Returns page for the current terms.
How long does the return process take?
After an eligible return is received and approved, refund timing depends on processing and your bank or payment provider.
If you have not received an update, email info@awakndland.com with your order number and return tracking number.
Payments and Promos
What payment methods do you accept?
We accept major credit and debit cards. PayPal, Shop Pay, Apple Pay, and Google Pay are also available at checkout.
Is my payment information secure?
Checkout is handled through Shopify and supported payment gateways. Payment details are processed through encrypted, PCI-compliant systems.
Are there any ongoing promotions or loyalty programs?
Promotions and restock updates are shared through the newsletter and Awakndland social channels. Sign up if you want first notice on new drops, cold-weather gear, and select offers.
Everything Else
What are the specifications of your products?
Product pages list the main specs for each jacket, including available size, fabric, lining, trim, pockets, and other confirmed details where available. If something important is missing, use the contact page with the product name.
Can you help with choosing the right size or fit?
Start with the size and fit guide and the measurements listed on the product page. Check chest, sleeve, and body length against a jacket that already fits you, then use the product-specific fit note before choosing.
What if there is a product issue?
If something arrives wrong or shows a manufacturing issue, use the contact page with your order number, product name, and clear photos. Normal wear, misuse, damage from improper care, and accidental damage are not covered.