While I agree that the online division is a joke (as l mentioned in my previous forum story), they are right about the policy in this scenario. I'm returning an online-only tie today - on the receipt it reads "Item can not be exchanged or returned in store" I actually ran into this before as well. What happened was that the in-store rep was nice enough to mail it for me. But I still had to wait for the exchange to process/was deducted $10 shipping as you would be if you just sent it via mail yourself. The online segment of the company is very separate from the retail-store segment. This is drastically different from Nordstrom's operations, where online reps seem to have a senority advantage over store reps. This means that they can assign actions to various in-store reps and ensure that the actions are complete. My guess is that if you find the exact jacket in-store, even if it is a different item number (which it will be), you MAY be able to fight with a manager to get the exchange. Considering a $400 price difference and it goes against their policy of only doing item # to item # exchanges, I would not bank on this. And I promise that you will have no luck trying to exchange with the new online coat number - I have tried this before for a much more reasonable request (a $35 difference) and it failed (I also called back about 5 times and tried with different reps). If anyone has success with the latter, let me know. IMO, it's not worth it unless you live 5 minutes away from a Neiman's store (I used to live 5 and 10 minutes away from 2 Neiman's, which is why I tried this out with other products). If that's the case, the low chance that this size exchange out might work might be justified. But I mean, Rag and Bone isn't the epitome of high quality (and there is already a lot of mark-up in their products, which is why they sample sale often) - You can go on Yoox and get a similar if not better value proposition without all the hassle.