HELP

Frequently Asked Questions

General

You can make the payment through PayPal, VISA, MasterCard, American Express, Amazon Pay, and Discover. We use SSL secured Check out so you can make the payment without any worries.

You can go through our size 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 here and our support agent will assist you in getting a perfectly fitted product.

We want to ensure 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 product may not be returned for refund or exchange under any circumstances.

Terms & Conditions for Shoe Returns

  • Once we have received and inspected the returned item, your return will be processed within 7 working days.
  • Standard size orders can be returned for a full refund or exchange.
  • Made-to-measure or other customized orders can only be returned for alteration.
  • We reserve the right to refuse returns/refunds that do not meet these criteria.

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.

Regular orders 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 4-7 weeks and bespoke orders within 12-15 weeks.

Yes, Free Shipping applies to all countries where we ship. This includes all countries except for Russia, Brazil, Israel, Iran, Iraq, India and OFAC Sanctioned Countries.

You can always check your order status. To check this, all you need to do is go to the Track-order Page and Enter your Order Id & Last Name to check the actual state of your order.

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 to us here.

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 24 hours and once the details have been verified, will send you a replacement item as quickly as we can.

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.

In most cases, any customs or import duties are charged once the parcel reaches its destination country.

Any charges on a parcel must be paid by the person receiving the parcel (this also applies to retail & wholesale customers).

The Jacket Maker has no control over these charges and we can’t tell you what the cost would be, as customs policies and import duties vary widely from country to country.

It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

Custom Orders

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

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.

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 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.

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

We’ve made a flow of the custom order. You can have a look at it here.

We totally understand your concerns about 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

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 error.

Design & Quality

Solution: 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.

We are committed to get you your perfect jacket in the first go. We share the actual pictures of your custom order before dispatching it to minimize the return rate. However, if your custom order doesn’t fit you well, we do the first alteration free of cost. Furthermore, customers would have to pay for shipping the jacket back to us.

We do not accept returns against refunds for custom 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

We strive to minimize fulfillment time for custom orders and usually dispatch within 12-15 weeks. However, due to a different nature of all custom orders, we do not have a pre-specified fulfillment date. Customers, while discussing their custom orders can ask for a delivery date from the Customer Support Agent. For orders with a deadline, we encourage customers to communicate their desired delivery date to the CS agent before placing the order.

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refunds & returns

General

Return Window

Ensuring Customer satisfaction is our top priority, which is why we have a 30-day window for returns or exchanges, giving you the flexibility you need.

Once we receive and inspect your return (usually within 72 hours), your exchange order will be processed and delivered according to our shipping timelines.

Refunds will be issued within 7 business days to the original payment method and may take up to 10 working days to reflect in your account depending on your payment method. You'll receive an email confirmation when your return is completed.

Start Your Return

Return Exclusions and Condition Criteria

  • Personalized or customized products cannot be returned for refund or exchange under any circumstances.
  • Gift cards are final sale and cannot be returned or exchanged
  • All ordered and complimentary items must be returned in unused, unwrinkled, undamaged, and resellable condition along with the packing slip.
  • For shoe returns, there should be no scratches on the sole and upper.

We reserve the right to refuse returns/refunds that do not meet these criteria.

In case of receiving a wrong or defective product, please contact us within 2 working days.

Return Shipping and Alteration Charges

Please note that customers are responsible for shipping charges when returning items to us. For complete return instructions, please visit this link.

For custom orders, our team reviews the measurements considering your height and weight and might recommend some changes. If you choose to stick with your original measurements, we will proceed accordingly. However, in such cases, if the original measurements result in fitting issues upon receipt, a minimal alteration fee may apply.

Custom Orders

Return and Alteration

We aim to provide you with the perfect jacket in the first go. However, if your custom order doesn’t fit well, we offer the first alteration free of charge.

Our Approach to Mutual Success

Crafting custom (bespoke) jackets demands careful attention to detail to ensure your complete satisfaction. We strive to address potential return reasons through our processes:

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Sizing: When placing your custom order, our Customer Service agent requests your body measurements. Please refer to our sizing guide for accurate measurements. Taking accurate measurements eliminates the chances of sizing errors. Despite this, if the jacket doesn’t fit perfectly upon arrival, we offer the first alteration free of charge. However, you would have to pay for shipping the jacket back to us.

Refund

We do not accept returns for refunds on custom orders. Please understand that your custom order is specially made for you. All details, including style, material, and accessories, are as per your choice, and we cannot resell custom items.

delivery & shipping policy

Free Shipping Worldwide

  • All orders qualify for free shipping worldwide, with no minimum purchase requirements or special exceptions.
  • We accept and ship orders to all countries except Russia, Israel, Iran, Iraq, India, and OFAC-sanctioned countries.

Delivery Timelines

Order Type Dispatch Time
Prime Marked Products 1-2 business days
All other Jackets & Outerwear 5-10 business days
Made-To-Measure Jackets & Outerwear 3-4 weeks
Footwear 2-3 weeks
Made-To-Measure Footwear 3-4 weeks
Bespoke Products 5-12 weeks

Note:

  • Prime Products: These items are ready to ship.
  • For other products, dispatch times vary depending on the type.
  • Please refer to the table above for estimated dispatch times.
  • Once dispatched, delivery typically takes 3-4 business days.

Courier Service

  • To provide you with premium service, we use Express Delivery services such as DHL and FedEx. We reserve the right to choose the courier of our choice for the most efficient delivery method.
  • APO/PO Box Addresses: We are currently unable to ship to PO, APO, DPO or FPO Addresses.

Customs Duty on International Orders

  • All orders are shipped on a Delivery Duty Unpaid (DDU) basis.
  • Any charges incurred at customs are the buyer\'s responsibility. Please check with your country\'s customs office for potential costs before purchase.

Lost or Damaged Products

  • If your parcel shows as delivered on your tracking link but you haven\'t received it, please contact our Customer Support Team and the courier within 5 working days from the tracking delivery date to initiate an investigation (Claims raised after 5 working days will not be accepted).
  • Once verified by the carrier, we will replace any lost or damaged items during transit with either a full store credit or a replacement of the original order. Please note that lost orders are not eligible for a refund.

Rescheduling and Delivery Issues

  • Tracking: After shipping, we provide a tracking number. It\'s the customer\'s responsibility to follow up with the courier. If the courier holds the order for any reason or attempts delivery when you\'re unavailable, you must contact them. If there are multiple failed delivery attempts, the courier may destroy the parcel, and we will not be responsible for such incidents.
  • Unaccepted Deliveries: If a customer refuses to accept delivery of a parcel and requests its return to the courier, the parcel will be considered lost or destroyed. Unfortunately, in such cases, we are unable to process a return. To arrange for a return, the customers are requested to accept the delivery and follow the return instructions provided.
  • Incorrect Address Deliveries: Please ensure your shipping address is up to date. Once dispatched, we are unable to reschedule delivery to a different address. Please contact the courier for further actions or solutions. In case the order stays undelivered, the item will not be received back, as courier return costs and duty charges can often exceed the value of the items themselves. In such cases, the package will unfortunately be destroyed, and we won’t be able to process cancellations or returns.

Other Policies

  • Order Confirmation: You will receive an email confirmation once payment is received. Please contact our Customer Support Team in case you haven’t received it.
  • Combined Shipments: If you have multiple orders shipping to the same address, we may combine them (unless instructed otherwise) to save overall time and money. This may, however, cause a slight delay in the delivery of the initial order.
  • Complimentary Items: Orders exceeding 10 products do not include complimentary items by default. Exceptions may apply, subject to approval by our customer support representatives.

Privacy Policy

What information do we collect?

When ordering or registering on our site, you may be asked to enter your name, e-mail address, mailing address, phone number. You may, however, visit our site anonymously.

What do we use your information for?

Some of the advertisements you see on the site are selected and delivered by third parties, such as ad networks, advertising agencies, advertisers, and audience segment providers. These third parties may collect information about you and your online activities, either on the site or on other websites, through cookies, web beacons, and other technologies in an effort to understand your interests and deliver to you advertisements that are tailored to your interests. Please remember that we do not have access to, or control over, the information these third parties may collect. The information practices of these third parties are not covered by this privacy policy. Any of the information we collect from you may be used in one of the following ways:

  • To personalize your experience (your information helps us to better respond to your individual needs)
  • To improve our website (we continually strive to improve our website offerings based on the information and feedback we receive from you)
  • To improve customer service (your information helps us to more effectively respond to your customer service requests and support needs).

To process transactions

All credit/debit cards details and personally identifiable information will NOT be stored, sold, shared, rented or leased to any third parties. We collect information from you when you register on our site, place an order or subscribe to our newsletter.

Your information, whether public or private, will not be sold, exchanged, transferred, or given to any other company for any reason whatsoever, without your consent, other than for the express purpose of delivering the purchased product or service requested

  • To administer a contest, promotion, survey or other site feature
  • To send periodic emails

The email address you provide for order processing, will only be used to send you information and updates pertaining to your order.

How do we protect your information?

We implement a variety of security measures to maintain the safety of your personal information when you place an order or enter, submit, or access your personal information.

We offer the use of a secure server. All supplied sensitive/credit information is transmitted via Secure Socket Layer (SSL) technology and then encrypted into our Payment gateway providers database only to be accessible by those authorized with special access rights to such systems, and are required to keep the information confidential.

After a transaction, your private information (credit cards, social security numbers, financials, etc.) will not be stored on our servers.

Merchant takes appropriate steps to ensure data privacy and security including through various hardware and software methodologies. However, TheJacketMaker.com cannot guarantee the security of any information that is disclosed online.

Do we use cookies?

Yes (Cookies are small files that a site or its service provider transfers to your computer’s hard drive through your Web browser (if you allow) that enables the sites or service providers systems to recognize your browser and capture and remember certain information.

We use cookies to help us remember and process the items in your shopping cart, understand and save your preferences for future visits, keep track of advertisements and compile aggregate data about site traffic and site interaction so that we can offer better site experiences and tools in the future.

Do we disclose any information to outside parties?

We do not sell, trade, or otherwise transfer to outside parties your personally identifiable information. This does not include trusted third parties who assist us in operating our website, conducting our business, or servicing you, so long as those parties agree to keep this information confidential. We may also release your information when we believe release is appropriate to comply with the law, enforce our site policies, or protect ours or others rights, property, or safety. However, non-personally identifiable visitor information may be provided to other parties for marketing, advertising, or other uses.

Rakuten Affiliate Network>

Rakuten Advertising may collect personal information when you interact with our digital property, including IP addresses, digital identifiers, information about your web browsing and app usage and how you interact with our properties and ads for a variety of purposes, such as personalization of offers or advertisements, analytics about how you engage with websites or ads and other commercial purposes. For more information about the collection, use and sale of your personal data and your rights, please use the below links.

Online Privacy Policy Only

This online privacy policy applies only to information collected through our website and not to information collected offline.

Changes to our Privacy Policy

The Website Policies and Terms & Conditions may be changed or updated occasionally to meet the requirements and standards. Therefore the Customers’ are encouraged to frequently visit these sections in order to be updated about the changes on the website. Modifications will be effective on the day they are posted.

Disclaimer

The merchant is not responsible for the privacy policies of websites to which it links. If you provide any information to such third parties different rules regarding the collection and use of your personal information may apply. You should contact these entities directly if you have any questions about their use of the information that they collect.

Contacting Us

If there are any questions regarding this privacy policy you may contact us using the information below

Marketing


We value your privacy and the information you consent to share in relation to our SMS marketing service. We use this information to send you text notifications (for your order, including abandoned checkout reminders), text marketing offers, and transactional texts, including requests for reviews from us.

Our website uses cookies to keep track of items you put into your shopping cart, including when you have abandoned your checkout. This information is used to determine when to send cart reminder messages via SMS.


Terms & Conditions

Payments and Pricing


  • Payments can be made via PayPal, VISA, MasterCard, American Express, Discover, Apple Pay, Amazon Pay, and AfterPay (only USA). Unfortunately, personal checks are not accepted for payment.

  • Your payment card details are safeguarded using SSL, an industry-leading encryption standard. When you make a payment for our products or services on our website, the information you provide is transmitted directly to our payment provider via a secure connection.

  • Payments are processed in USD. If your card's currency differs, you can still proceed with your order. Our system will accept the order by deducting the equivalent amount of the respective currency.

Cancellation Policy


  • Cancellations are accepted within 2 days of order placement. Requests can be submitted from the My Order page.

  • Once an order has been dispatched or is under customs clearance, cancellation is no longer possible. In this scenario, accepting the parcel and arranging its return will be the only option.

  • If our Customer Support Team has promised delivery on your conveyed timeline, the order qualifies as a time-sensitive order. As a result of the necessary measures we take to ensure timely order completion, we are unable to accommodate cancellations for time-sensitive orders once they have been placed.

Order Acceptance & Payment


  • Our website prices and product availability may change without prior notice.

  • Errors will be corrected when discovered.

  • With a vast product range, occasional pricing discrepancies may arise despite our best efforts. We routinely verify prices during order processing and if a product's correct price is lower, we'll refund the difference. If the correct price exceeds the stated amount, we may contact you for instructions or reject the order, notifying you. Please note, we're not obligated to fulfill orders at incorrect (lower) prices.

  • We reserve the right to decline service to any individual, at any time, and for any reason.

Free Gifting


  • To qualify for a free leather gift upon sign-up, the order value must exceed $150.

  • Each customer is eligible for one free gift only.

  • In case of a return, the gift must be returned along with the order. In case the gift is not returned, the gift value will be deducted from the refund amount.

Users & Accounts


  • All the registered users are responsible to maintain the confidentiality of their respective accounts.

  • Minors under the age of 18 shall be prohibited from registering as a User of this website and are not allowed to transact or use the website.

Governing Law


  • Any dispute or claim arising out of or in connection with this website shall be governed and construed in accordance with the laws of the UAE. The United Arab Emirates is our country of domicile.

Marketing


  • By consenting to The Jacket Maker’s SMS marketing in the checkout, custom order request or subscribing via our subscription tools, you agree to receive recurring text notifications (for your order, including abandoned checkout reminders), text marketing offers, and transactional texts, including requests for reviews from us, even if your mobile number is registered on any state or federal do-not-call list. Message frequency varies. Consent is not a condition of purchase.
  • If you wish to unsubscribe from receiving text marketing messages and notifications, reply with STOP to any mobile message sent from us or use the unsubscribe link we provided you within any of our messages. You understand and agree that alternative methods of opting out, such as using alternative words or requests, will not be considered a reasonable means of opting out. We do not charge for the service, but you are responsible for all charges and fees associated with text messaging imposed by your wireless provider. Message and data rates may apply.
  • For any questions, please contact us.
  • We have the right to modify any telephone number or short code we use to operate the service at any time. You will be notified on such occasions. You agree that any messages you send to a telephone number or short code we have changed, including any STOP or HELP requests, may not be received, and we will not be liable for honoring requests made in such messages.
  • To the extent permitted by applicable law, you agree that we will not be liable for failed, delayed, or misdirected delivery of any information sent through the service, any errors in such information, and/or any action you may or may not take in reliance on the information or Service.
  • Your right to privacy is important to us. You can see our Privacy Policy to determine how we collect and use your personal information.