How can we help?

Frequently asked questions

Orders

General
What is a regular order?

Regular order is an order of any pre-listed product on our website in a regular size/fit.

What are pre orders?

Pre-orders are the orders placed through The Jacket Maker's Pre Launch campaign. By pre-ordering such products, you are able to get them at a discounted price and be the first ones to own the product.

Do you have regular products in stock? Or are they made to order?

Products marked as prime are ready in stock. Whereas, non-prime products are made to order. To ensure the best quality products at a minimal price, we keep only our top selling products in stock and mostly focus on made to order. This strategy helps us in reducing the product cost by eliminating the warehouse cost and at the same time, helps in fighting environmental pollution by maintaining production with less waste.

Can I change or cancel the order once it has been placed?

You can ask for order cancellation or change within 2 days of placing the order. If the order is dispatched, you will have to accept it and then return it for a refund or exchange.

How can I track my order?

When your order is shipped, you will automatically receive a notification along with the tracking link via email.

Can I get any type of product custom made? What details do I need to provide?

Yes, you can get literally any type of product custom made from us. You can share any picture or design for reference and write the description of your product in the Custom Order Form.

Can I get my jacket custom made in any type of leather?

Absolutely Yes! It all starts with leather, over the years we have become experts in leather, getting it made from one of the finest tanneries of the world. Our core proposition is the best quality leather that ranges from Lambskin, Sheepskin and Goatskin to Buffalo-hide and Cow-hide. We have the experience of making jackets in over 200 different leather articles differentiated by type, pattern, colors, shades & thickness.

Do you deal in fabrics other than leather for custom orders?

Yes, where our core strength is leather, we also make custom orders in other fabrics like cotton, polyester, satin, wool and other fabrics.

I am reluctant to place a custom order; how can I pay for something I have not seen in actual? I am concerned about sizing, design and quality.

We totally understand your concerns about the sizing, design, and quality of your custom order. We’ve worked really hard on processes to make sure we make the best possible custom order as per your expectation. We have worked out each of these issues

Sizing
Solution: When you place your custom order, our CS agent asks for your body measurement. Please refer to our sizing guide to take your body measurements. When you take your measurements correctly, there are zero chances for sizing errors.

Design & Quality
Solution: To give you a better visualization of how your final custom product will look like, we share a
digital illustration made by our creative team with the customer before proceeding with the order.

Also, before dispatching your order, we share pictures of your actual product with you. You can review the design, material, and stitching before we dispatch it. So this reason is potentially eliminated.

Which form of payment do you accept?

You can make the payment through PayPal or Credit Card. We use SSL secured checkout so you can make the payment without any worries.

Why was my payment declined? What should I do?

Your payment may have been declined due to any of the following reasons:

Incorrect billing address and phone number:
Make sure that the billing address listed in your account matches that associated with your payment method.

Credit card limit reached:
Check your credit card limit. You may have reached your daily or total credit card limit when we tried to charge your card. Try decreasing your daily spending limit or enter a new credit card with a higher credit limit.

Credit / Debit Card Number:
Make sure that the credit card or debit card number is correct and up-to-date.

Credit / Debit Card Expiration date:
Review the expiration date on your credit card or debit card. If your card expired, update your credit card or debit card information.

PayPal account out of funds:
Make sure funds are available in your PayPal account if Paypal is listed as your payment method.

Why have I been asked to verify my details for my order?

To protect our customers, we regularly perform security checks on orders placed through Credit/Debit cards. If your order has been selected for review, we will request you to share an alternative email address and phone number.

Are there any charges for requesting custom order, getting quotation and discussing custom order?

Please do not hesitate to fill the custom order form, there are no charges for quotation, discussion, or even getting an illustration made for your custom jacket. The only time we would charge you is when you make an actual purchase of your custom order.

How much does a custom jacket cost?

Our base price for custom leather jacket starts from $400 USD and custom fabric jacket starts from $300 USD.

If you choose to customize the jacket which is already listed on our website, then the listed price of the jacket will be considered as the base price.

Shipping & Delivery

How long would it take for an order to be received at my place?

Non-prime products are made to order and are shipped within 10 business days. However, it can take up to 20 business days for your item to be shipped. Prime products are ready in stock and are shipped the next day from placement of order.

We strive to minimize fulfillment time for our custom orders as well and usually dispatch made-to-measure orders within 3-5 weeks and bespoke orders within 12-15 weeks.

We ship through Express Deliveries including DHL, FedEx, TNT, etc. After shipping,
it usually takes 3-5 business days for the items to be delivered to your doorstep.

Please view our custom orders delivery section for delivery details of custom orders.

What countries do you ship to?

We accept and ship orders to the following countries: New Zealand, Canada, Germany, Ireland, Malaysia, Qatar, Singapore, and UAE.

Does free shipping includes customs, tax and duties?

Yes, in case the duty is charged by the customs, we will cover the amount of duty. The customer will have to accept the delivery paying the duty. Once the duty is paid, the receipt needs to be shared with us. The reimbursement can take up to 5-7 days.

Can you ship to APO or PO Box addresses?

We ship through Express Deliveries including DHL, FedEx, and unfortunately, they do not accept APO, FPO or PO box addresses.

How Can I track the delivery of my shipment?

Once your order has been dispatched, you will be notified via email and SMS with the courier tracking number and link to track your parcel.

Can I change the shipping address after I've placed the order?

The change of the shipping address depends on your order’s current status. If your order status is anything other than shipped, you can contact us at contact@thejacketmaker.com and let us know the new address. We’ll take the necessary steps to change the address for you.

In case your order has been shipped, we would suggest you to contact the courier company with your order's tracking details and request them the change of address.

What should I do if my order hasn't been delivered yet?

Your tracking link will be able to provide up to date information on the status of your order. If your estimated delivery date has passed and you haven’t received your order, feel free to write us at contact@thejacketmaker.com

Custom/Bespoke Orders
How long does it take to deliver bespoke/custom orders?

Our first and foremost effort is to ship custom orders within 12-15 weeks time. However, being it a custom order, it can sometimes take more or even less than the estimated time. In case you have a certain timeline for your order, we would recommend sharing it with your design consultant.

When can I expect the delivery of my made-to-measure order?

A Made-to-measure or custom size order is usually shipped within 3-5 weeks time after the confirmation of measurements

Can I request the delivery for any specific date?

You can email us your preferred delivery time or can discuss with your design consultant the possibility of delivering the custom order by a certain date.

Size & Fit

I love a product, but I am unsure which size would fit me perfectly?

You can view our "Measurements Chart" to know your size.

Still, if you have any problems regarding the size, no worries. You can leave us a message that you’re unsure about the size at contact@thejacketmaker.com and our support agent will assist you in getting a perfectly fitted jacket.

Do you make big and tall sizes?

To ensure a good fit, all big and tall size customers are requested to place a "Made to Measure" order from the size options.

None of the given sizes seems to fit me perfectly; can I have a custom fit?

Yes, of course. You can select “Made to Measure” in size options and can provide your body measurements. In case you're unsure of your body measurements then you can select "I am not sure, I'll provide measurements later on email" and place the order without any hesitation.
Once your order is placed, our customer support representative will get back to you and will guide you on taking your correct measurements.

I have a jacket that fits me well. Can you use the measurements of it to make my new jacket?

Yes, we can definitely use the measurements of the jacket that fits you well. You can contact our Customer Support team to get help in taking the required measurements.

What if I order a custom size jacket and it does not fit?

In case the jacket you received does not fit you, we provide 1st free alteration for made to measure and bespoke garments.

Returns, Refund & Exchange

What do I do if I receive a faulty item in my order?

We want to sort out any issues with faulty items straightaway.

As soon as you discover a fault, please contact our Customer Care team with:

- The order number

- The faulty item's name and number

- A description of the fault (along with the pictures)

We'll get back to you within 1 business day and once the details have been verified, will send you a replacement item as quickly as we can.

How can I return a jacket?

We offer free returns. For initiating your return, please email us at contact@thejacketmaker.com

P.S. We accept returns for refund or exchange only for regular jackets made in regular size.

Can I return the jacket if I don’t like it or if it does not fit me perfectly?

We want to ensure a satisfactory customer experience that’s why our return policy is set for 30 days of delivery. You can return or exchange Regular Orders within 30 days of delivery for a full refund or exchange. Personalized or other customized products may not be returned for refund or exchange under any circumstances.

I received a custom order. Can I return and get a refund?

We do not accept returns against refunds for custom orders (bespoke and made-to-measure orders). Please understand that your custom order is specially made for you. All details including style, material, accessories are as per your choice and we are not likely to sell it to anyone else.

Am I eligible for a refund?

You are only eligible for a refund if you fit the following criteria:

1. You have purchased a regular, in-store product.

2. The product is of a regular size (non-custom-made).

3. The product is returned in original condition and packaging within 30 days of delivery.

Personalized or other customized products may not be returned for refund or exchange under any circumstances.

How long does it take to receive a replacement jacket?

A Return Merchandise Authorization (RMA) order is generated on the request of a replacement jacket which takes the same amount of time to deliver as the new order.

Can I return and exchange a regular jacket for another style?

Yes, you can definitely return a regular jacket and get a replacement for another style by contacting our Customer Care team.

You'll have to pay the differential amount for another style jacket and in case, the amount for replacement jacket is less than the one you placed the order for, we'll provide you store credit for the remaining amount.

I received a custom order. Can I return it for alteration?

We are committed to getting you your perfect jacket in the first go. However, if your custom or made-to-measure order doesn’t fit you well, we do the first alteration free of cost. You'll need to contact our customer support for guidance on returning the jacket for alteration.

Still have any questions?

No problem, send us your query and our team will get back to you.