Warranty Information
What is the Shackleton Warranty?
Engineered for extremes, Shackleton products are manufactured by expert partners using world-class high performance fabrics and materials. We stand behind every product we sell: each one has been extensively field tested and every finished item is subject to a series of individual checks before it reaches you.
All Shackleton outerwear products are fully warranted to the original owner against defects in materials and workmanship for a period of three years from the date of purchase. Shackleton sweaters are fully warranted to the original owner against defects in materials and workmanship for a period of one year from the date of purchase.
In the unlikely event that your Shackleton product is defective and qualifies for warranty cover, we will select one of the following three options;
- repair the garment free of charge,
- replace it with the same model,
- or if the exact style is not available for replacement, replace it with a similar product of equal value.
The warranty is void if the internal labels have been removed or the item has been previously repaired or modified in any way.
What isn’t covered under the warranty?
Accessories are excluded from the warranty unless there is a clear manufacturing fault identified within 12 months of purchase.
This warranty does not cover damages caused by misuse, accident or negligence including the failure to observe care instructions, and normal wear and tear.
What is “normal wear and tear”?
We hope that your Shackleton product will last a long time but wearing and cleaning your garment will inevitably result in some wear and tear over time such as minor scratches, fabric fading or down migration and pull-through. These are not covered under our warranty. The frequency and conditions that you use your Shackleton products will impact on how quickly they show signs of wear and tear and we will take this into account when assessing your warranty request.
How do I make a warranty claim?
To begin a warranty claim please email our customer services team at info@shackleton.com including details of your purchase and photographs of the defect.
You will be provided with shipping instructions to send your product to an authorised Shackleton technical advisor who will inspect the garment and determine the most appropriate course of action. You will be notified of a repair proposal before we begin the repair process. If we determine that your product is not covered by this warranty, we will return your product to you.
Who covers the shipping costs?
Customers will be responsible for the cost of shipping items to Shackleton and we will cover the return shipping costs. Please ensure that you use a carrier that can provide you with tracking information and proof of delivery as we will not be responsible for your product until we sign to confirm its receipt.