Frequently Asked Questions (FAQ)
We've gathered answers to some of the most common questions from our customers. If you still need assistance, please contact us.
Email: info@jacketcreator.com
Phone: +44 741 465 9113
1. Orders
How do I pay for my order?
We accept major Credit/Debit Cards processed securely through Stripe. All payments are encrypted and secure. We do not store your full card details on our systems.
Can I modify or cancel my order after placing it?
You may request order changes or cancellations within 24 hours of placing your order. After this period, or once production or shipping has started, changes may no longer be possible.
EU/UK customers: If you are a consumer located in the EU or UK, you also have the legal right to cancel your order within 14 days of delivery under the Right of Withdrawal, except for custom or personalised items. You can cancel directly from your order confirmation page using the "Cancel Order" button, or by contacting us at info@jacketcreator.com.
Do you offer custom or made-to-measure jackets?
Yes. We offer custom and made-to-measure jackets where adjustments can be made to measurements such as chest, waist, shoulders, and sleeve length.
Please note that custom or made-to-order items are final sale for sizing or measurement reasons. For full details, please refer to our Return & Exchange Policy.
I'm unsure about ordering a custom jacket online. What should I do?
Our team can assist you with sizing guidance and design confirmation before production begins. We will review your measurements and specifications to ensure accuracy. Contact us at info@jacketcreator.com before placing your order.
2. Payment & Pricing
Why was my payment declined?
Payments may be declined due to incorrect card details, insufficient funds, or security checks from your bank. Please verify your details or contact your bank for assistance. If the issue persists, contact us and we will help.
Are quotes for custom jackets free?
Yes. You can contact us to discuss your design ideas and measurements, and we will provide a quote at no cost.
Are prices inclusive of taxes?
All applicable local taxes are included in the displayed product prices. The price you see is the exact price you pay at checkout — no additional tax fees will be added by Jacket Creator. However, international customs duties or import tariffs may apply upon delivery depending on your country. See our Shipping Policy for full details.
3. Shipping & Delivery
Do you ship internationally?
Yes. We ship to the USA, UK, Australia, Canada, and worldwide.
How long does delivery take?
Standard Shipping — Free
Estimated Delivery Time: 12–15 Business Days
Processing Time: 2–4 business days
Shipping Time: 10–11 business days
Expedited Shipping — $30.00
Estimated Delivery Time: 7–10 Business Days
Processing Time: 1–3 business days
Shipping Time: 6–7 business days
Expedited shipping fees are non-refundable once the order has been processed. You will receive a tracking number via email once your order has shipped.
Do you deliver to EU countries?
Yes, we deliver to all EU countries. Please note that as an international seller, any customs duties or import tariffs imposed by EU customs authorities upon delivery are the responsibility of the recipient. All applicable local taxes are included in our product prices. We recommend checking your country's import regulations before ordering. For EU consumers, your statutory rights including the 14-day Right of Withdrawal are fully protected — see our Return & Exchange Policy for details.
Does free shipping include customs duties and taxes?
Local taxes are included in our product prices. However, customs duties or import tariffs imposed by your country's border authorities are the responsibility of the recipient and are not covered by Jacket Creator.
What happens if my order is lost or damaged in transit?
All orders are shipped with full insurance coverage. If your order is lost or damaged in transit, we take full responsibility. Simply contact us at info@jacketcreator.com within 30 days of the estimated delivery date and we will arrange a replacement or full refund at no cost to you. You do not need to contact the carrier directly — we handle everything on your behalf.
Can I change my shipping address after placing an order?
If your order has not yet been shipped, please contact us as soon as possible at info@jacketcreator.com. Once an order has shipped, address changes may not be possible.
4. Size & Fit
I'm not sure about my size. What should I do?
Please refer to the Size Chart available on each product page. If you need further help, email us with your measurements (chest, waist, height, and weight) and our team will assist you in finding the right fit.
Do you offer big and tall sizes?
Yes. Our jackets are available in a wide range of sizes, and we can also create custom jackets for different body types.
Can you replicate measurements from my existing jacket?
Yes. You can provide the flat measurements of your current jacket (measured while laid flat), and we can produce a jacket using those measurements.
5. Returns, Refunds & Exchanges
What is your return policy?
We accept returns or exchanges within 14 days of delivery for unused and unworn items returned in their original condition, packaging, and with all tags attached.
Custom-made items are exempt from returns and exchanges as they are considered final sale items, except where a manufacturing defect is present.
Return shipping for change-of-mind returns is the responsibility of the customer. We cover return shipping costs for defective, damaged, or incorrect items. There are no restocking fees.
Please review our Return & Exchange Policy page for full details.
Can I return a custom or made-to-measure jacket?
Custom jackets made according to your measurements are generally not eligible for returns due to personalisation. However, if there is a manufacturing defect or production issue, we will assist you with a replacement, repair, or refund at no cost to you.
What should I do if I receive a damaged or incorrect item?
Please contact us within 48 hours of delivery at info@jacketcreator.com with your order number and clear photos of the issue. We will arrange a replacement, repair, or refund as appropriate.
How long does a refund take?
Once we receive and inspect your returned item, refunds are processed within 10 business days. EU customers will receive their refund within 14 days of us receiving the returned item, in accordance with EU consumer law. Refunds are issued to your original payment method.
6. Product Care
How should I clean my leather jacket?
We recommend using a professional leather cleaner or conditioner. Avoid machine washing, tumble drying, or dry cleaning unless the care label specifically permits it.
Can I wear a leather jacket in the rain?
Light rain is generally fine, but prolonged exposure to water should be avoided. If the jacket becomes wet, allow it to air-dry naturally away from direct heat or sunlight.
How should I store my jacket?
Store your jacket on a wide hanger in a cool, dry place. Use a breathable garment bag instead of plastic to protect the leather and maintain its shape.
7. Promotions & Discounts
Do you offer discounts or promotions?
Yes. From time to time we offer special promotions and discounts. Subscribe to our newsletter at the bottom of our website to be the first to hear about new offers and exclusive deals.
How do I apply a coupon code?
Enter your coupon code at checkout in the Discount Code field and click "Apply". Only one discount code can be applied per order.
8. Other Questions
Do you have physical stores?
No. Jacket Creator currently operates as an online-only store, allowing us to serve customers worldwide with competitive pricing and a wide product range.
How do I contact customer support?
You can reach our team through any of the following:
- Email: info@jacketcreator.com
- Phone (UK): +44 741 465 9113
- Live Chat: Available on our website during Monday to Friday
We aim to respond to all enquiries within 1 business day.