Frequently Asked Questions (FAQ's)

Last updated: 17 October 2025

Welcome to The Jacket Maker Help Centre.
Below you’ll find answers to the most frequently asked questions about our leather jackets, orders, shipping, and policies.
If you don’t find what you’re looking for, please contact our support team at support@thejacketmaker.shop or call +44 7877 184854.

About Our Products

1. Are your jackets made from real leather?

Yes, all of our jackets are made from 100% genuine leather.
We use premium-quality hides, including cowhide, sheepskin, and goatskin, depending on the jacket design. Each piece is handcrafted to ensure superior finish and durability.

2. Are your jackets handmade?

Absolutely. Each jacket is hand-cut, stitched, and finished by skilled leather artisans.
We take pride in our craftsmanship and inspect every product before shipping.

3. Do you offer custom or made-to-measure jackets?

Yes, we do! You can choose to customise your jacket by selecting the leather type, colour, lining, and measurements.
Simply contact us at support@thejacketmaker.shop for guidance on placing a custom order.
Please note that custom-made jackets are non-refundable, unless faulty.

4. What size should I order?

We recommend checking our Size Guide on each product page.
If you’re unsure, contact our customer support with your chest, waist, and shoulder measurements, and we’ll help you find the perfect fit.

Orders & Shipping

5. Where do you ship from?

All orders are processed from our UK Head Office: Office 96, 85 Dunstall Hill, Wolverhampton, United Kingdom WV6 0SR
We ship domestically within the UK and internationally to many countries.

6. How long does delivery take?

Delivery time depends on your location and the product type:

  • UK Orders: 5–10 working days

  • Custom-made jackets may take 2–3 weeks for production before shipping.

7. How much is the shipping cost?

We offer Free Standard Shipping across the UK.

8. How can I track my order?

Once your order is dispatched, we’ll send you a shipping confirmation email with a tracking link.
You can use this link to track your parcel in real time.

9. What if my order hasn’t arrived?

If your order hasn’t arrived within the estimated delivery time, please contact us at support@thejacketmaker.shop.
We’ll investigate with our courier partners and provide an update as soon as possible.

Returns & Exchanges

10. What is your return policy?

You have 30 days from delivery to initiate a return.
Items must be unused, unworn, with original tags and packaging.
Customers are responsible for return shipping costs unless the product is damaged or incorrect.

Full details are available in our Return & Refund Policy

11. How do I start a return?

Simply email us at support@thejacketmaker.shop within 30 days of receiving your order.
Our team will provide the return address and instructions.

Once received, we’ll process your refund or exchange within 30 days.

12. Can I exchange my jacket for another size or style?

Yes, we offer exchanges if the item is in stock.
Contact us to confirm availability before returning your item.
If the desired size or style is unavailable, we’ll issue a refund instead.

13. What if I received a damaged or incorrect item?

We’re truly sorry!
Please contact us within 24 hours of receiving your order with:

  • Your order number

  • Photos of the damaged or incorrect product

We’ll prioritise your case and arrange a replacement or refund immediately.

Payments & Security

14. What payment methods do you accept?

We accept secure online payments via:

  • PayPal

All transactions are encrypted and processed securely.

15. Do you charge VAT or other taxes?

Yes, all prices listed on our website include applicable UK VAT.

16. Is my payment information secure?

Absolutely.
We use Shopify’s PCI-DSS compliant payment gateway, ensuring all transactions and data are encrypted and secure.
We never store your credit card details.

Cancellations & Order Changes

17. Can I cancel or change my order after placing it?

If your order hasn’t been processed or shipped, you can cancel or modify it by contacting support@thejacketmaker.shop.
Once shipped, you’ll need to follow the return process after delivery.

18. Can I change my delivery address after placing an order?

Yes, if your order has not yet been shipped.
Please contact us as soon as possible to update your address.

Other Questions

19. Do you offer wholesale or bulk orders?

Yes, we do.
For business or bulk enquiries, please contact our sales team at support@thejacketmaker.shop with your requirements, and we’ll provide a customised quote.

20. How do I contact customer support?

You can reach our friendly customer service team via:
support@thejacketmaker.shop
+44 7877 184854
🕒 Monday – Friday, 9:00 a.m. to 9:00 p.m. (UK Time)

We aim to respond to all messages within 24 hours on business days.

21. Do you have a physical store?

Currently, we operate online only from our UK Head Office in Wolverhampton.
However, we occasionally host pop-up exhibitions — follow our social channels for announcements.

22. How do I care for my leather jacket?

To keep your jacket in great shape:

  • Avoid direct sunlight or heat exposure.

  • Use a leather conditioner every few months.

  • Hang it on a padded hanger.

  • Do not machine wash; use a specialist leather cleaner if needed.

23. Do you sell vegan leather jackets?

Yes, we offer faux leather (PU) jackets for customers who prefer vegan options.
These are clearly labelled on our product pages.

Need More Help?

If your question isn’t listed here, please reach out to us — we’re always happy to help.
Business Name: Be You Organics LTD
Registration No: 15547810
Website Name: The Jacket Maker
Registered Address: UK Head Office: Office 96, 85 Dunstall Hill, Wolverhampton, United Kingdom WV6 0SR
Email: support@thejacketmaker.shop
Phone: +44 7877 184854