Returns & Exchanges

Last updated: November 9, 2026

A sweater that does not fit belongs back on the rack, not in the back of your closet. Kitden gives you 60 days to return an order, and we pay the return postage with a free return label, even when you simply changed your mind. This page explains who can return what, how to start a return or an exchange, how lettered items are handled, and what happens once your parcel reaches us. If you have a question that is not covered here, email support@kitden.shop and we will reply within 24 hours on business days.

1. The 60-day window

You can ask to return any item within 60 days of the date it was delivered to you. The delivery date is the date shown in the carrier’s tracking. To keep things simple, the 60 days apply to every product in the shop: lettered hockey sweaters, lettered baseball jerseys, blank jerseys, hoodies, tees and the plain cap.

Please start your return by email inside the 60 days. Once we have sent you a return label, send the parcel back as soon as you reasonably can. If you need more time to get to a drop-off point, tell us and we will work it out with you.

2. Reasons you can return

Change of mind

Wrong size, the colour looks different from how you imagined, or you just do not want it any more: you can return it. Change-of-mind returns get a free return label from us. You do not pay postage to send it back.

Our mistake

If the item arrived damaged, has a defect, is not the item you ordered, or the lettering does not match what you typed at checkout, that is our error. Email us photos of the problem and the order number. We will offer a replacement or a refund, and you will not pay anything to get it sorted. In some cases we may not need the item back; we will tell you by email.

3. Lettered and personalised items

Many Kitden pieces carry a name, number, chest word or sleeve numbers that you typed on the product page. We print exactly what was entered and we do not send a proof before production, so we ask you to read the live preview carefully before you place the order. If you notice a typo, email us within 24 hours of ordering and we will correct it before production.

Lettered items can be returned within the same 60-day window, with the same free return label. If the lettering we printed does not match what you typed, that is our mistake and we will replace the item or refund it. If the lettering matches what you typed but you would like it changed, or you no longer want the item, contact us and we will explain the options available for your order. Because a lettered sweater carries your name, we are not able to resell it, and we may ask a few questions to understand what went wrong so we can help you choose the right fix.

4. Items in returnable condition

Please send items back in the condition you received them: not worn beyond trying them on, not washed, and free of stains, smoke smells, pet hair or damage that happened after delivery. Keeping the original packaging is helpful but not required; any sturdy bag or box works. Fold the item neatly and include a note with your order number if you can.

If an item comes back clearly worn, washed or damaged after delivery, we will contact you before deciding how to handle it. We do not apply restocking fees.

5. How to start a return

1. Email support@kitden.shop or use our Submit a Ticket form. Include your order number, the item or items you want to return, the size and colour, and the reason.
2. For a damaged, defective or wrong item, attach clear photos of the item and the label inside the parcel.
3. We reply within 24 hours on business days with your return instructions and a free prepaid return label.
4. Pack the item, attach the label and drop the parcel at the carrier location named in the instructions.
5. Keep the drop-off receipt or tracking number until your refund or exchange is complete.

Please do not send items back to our business address in Troy, Pennsylvania without a return label from us. Parcels sent without one may not reach the right place, and that slows everything down.

6. Exchanges

Need a bigger size or a different colourway? The quickest way is to return the original item for a refund and place a new order for the size or colour you want. That way your new item goes into production straight away instead of waiting for the return to arrive. Both the return label and the new order’s shipping are free.

If you prefer a direct exchange, email us and we will arrange it. For lettered pieces, tell us the exact name, number and any chest word or sleeve numbers for the new item, and we will confirm them in writing before it goes into production.

7. When your return arrives

When the return reaches us, we check it and email you to confirm. Your refund is issued within 7 days of receiving the return, to the original payment method. How fast the money appears in your account after that depends on your bank or payment provider. If you chose store credit, we email you the credit instead; Kitden store credit never expires. More detail is on our Refund Policy page.

8. Gifts

If you received a Kitden item as a gift, you can return it too. Email us with the order number if you have it, or the name of the person who ordered it. We will arrange the free return label. The refund goes to the original payment method of the buyer, or we can issue store credit to you if the buyer agrees.

9. Items that cannot be returned

We do not have a list of final-sale items. Every product can be returned within 60 days under the rules above. The only limits are items damaged after delivery and items returned without contacting us first, which we handle case by case.

10. Lost return parcels

Because we provide the return label, we can track the parcel too. If tracking stops moving or the return does not seem to arrive, email us with the tracking number and we will look into it with the carrier. Contact us and we will help.

11. Questions people ask about returns

Do I pay anything to return?

No. The return label is free for every return, including change of mind. There is no restocking fee.

How long do I have?

60 days from the delivery date shown in tracking.

Can I return just one item from a family order?

Yes. Return any single item; the rest of the order stays with you.

My sweater fits but the number is wrong. What now?

If the number differs from what you typed at checkout, it is our error: send a photo and we will replace it. If the number is what you typed but not what you meant, contact us and we will go through the options with you.

Can I swap a blank jersey for a lettered one?

Yes. Return the blank item and order the lettered twin from the hockey or baseball rack.

Sizing help before you return

Many returns at any jersey shop are about size, so before you send something back it can be worth a second look at how it fits. Hockey sweaters are cut roomy, with long sleeves and a long hem, because they are made to go over a hoodie or pads. Baseball jerseys sit relaxed and are meant to be worn outside the belt or open over a tee. If a hockey sweater feels big, that may be the cut doing its job; if it pulls across the shoulders, a size up is the right call. Our Size Guide lists chest and length for every cut from S to 5XL. Tell us the measurements you took and we will happily suggest a size for the replacement.

Returning part of a family or team order

Family and group orders often mix sizes and names. You can return any single item or any combination of items from the order. We send one free label that covers the parcel, whatever is inside it. Your refund covers the items you returned, and anything you keep stays yours with no change. If several people from the same order need different sizes, write the names and new sizes in one email and we will sort them out together, so nobody has to send a separate request.

How we communicate during a return

Every step of a return happens by email, and every email comes from support@kitden.shop. You will get one message with your label and instructions, one when the parcel reaches us, and one when the refund, credit or exchange is issued. If you do not see a message you expected, check your spam or promotions folder, then write to us. We never ask for card numbers, passwords or bank details by email, and we will never ask you to pay to receive a return label.

Your rights under the law

This policy adds to the rights you already have under the consumer laws of the place where you live; it does not take any of them away. If a law in your state, province or country gives you a longer period or a stronger remedy for a faulty item, that law applies. Customers in Australia and New Zealand, for example, have consumer guarantees that apply in addition to this policy. If you are unsure how a rule applies to your order, ask us and we will explain what we can do.

Why we pay return postage

We would rather you order the sweater you want with confidence than hesitate over a size. Paying the return label, even for change-of-mind returns, is how we back that up. It also means you never have to compare carrier prices or stand at a counter filling out forms: attach our label, drop the parcel off, and keep the receipt.

Packing a return

Turn lettered sweaters inside out before folding them; it protects the name and number from rubbing in transit. Fold the item, slip it into a bag or the original mailer and seal it well. Stick the prepaid label flat on the largest side and cover or remove any old labels so the carrier scans the right one. Keep your drop-off receipt: it is the easiest way for us to trace the parcel if it takes longer than expected.

Changes to this policy

We may update this policy from time to time, and the date at the top shows the latest version. The policy in force on the day you placed your order is the one that applies to that order.

12. Contact us

To start a return or ask about one, email support@kitden.shop. We answer within 24 hours on business days. You can also read the Shipping & Delivery page, the Cancel or Change an Order page and the FAQs.

Kitden, 656 Austinville Rd, Troy, PA 16947, US. This is our correspondence address; returns go to the address on the prepaid label we send you.