Frequently asked questions
ORDERS
GENERAL
A regular order refers to a ready-to-ship product listed on our site in standard sizing.
Pre-orders are items offered through our special launch campaigns. By pre-ordering, you can enjoy discounted prices and be among the first to receive the product.
Products labeled as “Prime” are in stock and ready to ship. “Non-Prime” items are crafted on demand. This approach helps us keep prices lower, minimize waste, and reduce warehouse overhead.
Yes changes or cancellations are accepted within 2 days of order placement. Once your order is dispatched, you'll need to accept delivery and return the item to process a refund or exchange.
CUSTOM/BESPOKE ORDERS
Absolutely. At Bespoke Jackets, you can request virtually any product made-to-order. Simply submit your design reference or image via our Custom Order Form, along with a description of your vision.
Definitely! We source leather from premier tanneries worldwide. Choose from lambskin, sheepskin, goatskin, buffalo-hide, cow-hide, and more — over 200 types, colors, patterns, and finishes are available.
Yes! In addition to leather, we create bespoke pieces in fabrics like cotton, polyester, satin, wool, and more.
We understand your concerns. Here’s how we address them:
Sizing: Our team will request your body measurements during the custom order process. Follow our sizing guide to ensure accuracy—this minimizes sizing errors.
Design & Quality: We provide a digital illustration of your design before proceeding, followed by photos of the actual garment once it's made but before shipping. You'll have the chance to review and approve both design and craftsmanship before dispatch.
Payment & Pricing
A declined payment can happen for several reasons. Here are the most common issues and how to fix them:
Billing information mismatch
Make sure the billing address and phone number you entered match the details registered with your bank or payment provider.Card limit reached
Your card may have hit its daily or overall spending limit. Try another card or contact your bank to increase your limit.Incorrect card details
Double-check that your credit or debit card number has been entered correctly.Expired card
If your card has expired, please update your payment information with a valid card.PayPal issues
If using PayPal, ensure your account has sufficient funds or is linked to a valid funding source.
If everything looks correct and the payment is still being declined, we recommend contacting your bank, card provider, or PayPal directly. You’re also welcome to reach out to our team at [email protected] for further assistance.
At Bespoke Jackets, your security is our priority. To protect our customers from fraud, we occasionally perform additional security checks on orders paid with credit or debit cards.
If your order is selected for review, we may ask you to provide an alternative email address and phone number so we can confirm your details and process your order securely.
No, there are absolutely no charges for submitting a custom order request, receiving a quotation, or discussing your design with our team. We’ll even provide an initial illustration of your custom jacket at no cost.
You’ll only be charged once you decide to confirm and purchase your custom order.
Shipping & Delivery
GENERAL
Non-Prime items: Ships within 5–10 business days.
Prime items: Ships the next day.
Made-to-measure: Typically dispatched within 3–4 weeks.
Bespoke orders: Expect delivery in 5–12 weeks, depending on complexity.
We ship globally, except to Russia, Israel, Iran, Iraq, India, and other countries under OFAC sanctions.
No. All orders are shipped DDU (Delivery Duty Unpaid). Import duties, taxes, and customs fees are the buyer’s responsibility—please check with your local customs office before ordering.
Unfortunately not. We ship via express couriers like DHL and FedEx, which don't deliver to PO Boxes, APO, or FPO addresses.
Once your order ships, you'll receive tracking information via email and SMS with a link to monitor your parcel.
If your order hasn't been shipped yet, contact us to update your address. Once the order is en route, please reach out directly to the courier using your tracking info.
First, check your tracking link for updates. If your expected delivery date has passed, contact us and we’ll assist further.
CUSTOM/BESPOKE ORDERS
We generally fulfill custom orders within 12–15 weeks. However, timelines can vary depending on design complexity—please consult your design advisor if you have a specific deadline.
These are typically dispatched within 3–4 weeks after measurement confirmation.
Yes. Email us or coordinate with your design advisor to let us know your preferred delivery timeline.
Size & Fit
Regular Size
Consult our detailed size chart first. If you’re still uncertain, drop us a message—we’ll guide you to find the perfect fit.
Yes. We recommend choosing the “Made to Measure” option for an ideal fit if standard sizes don’t meet your needs.
Select the “Made to Measure” option and provide your body measurements. If needed, you can opt to send measurements via email later—our support team will guide you through it.
Made to Measure
Absolutely. Share the measurements from your well-fitting jacket, and our team will create your new garment based on those dimensions.
No worries we offer one free alteration for all made-to-measure and bespoke garments to ensure a perfect fit.
Returns, Refunds & Alterations
Returns
Contact us immediately with the order number, item details, description of the issue, and photos. We'll reply within one business day and send a replacement once verified.
Send an email to initiate a return. Regular-sized, in-stock items are eligible for returns or exchanges.
Yes—for regular items. You have 30 days from delivery to return or exchange for a refund or store credit. Custom or personalized items are typically not eligible for return or refund.
Refunds
Custom products are made uniquely for you—not eligible for returns or refunds.
Yes—if the item is a regular, in-stock piece, returned in its original condition within 30 days of delivery. Custom or personalized items aren’t eligible.
Exchange/Alteration
Replacement processing follows the same timeline as a new order.
Yes—return your original, pay any price difference, or receive store credit for the remaining value if the new style is less expensive.
Custom and made-to-measure garments come with one free alteration—just reach out to our support team to arrange it.
Product Care
Cleaning
Use a soft brush to gently remove dust and debris.
Mix distilled water with a mild, neutral soap. Dampen a microfiber cloth or sponge with the solution and wipe the garment top to bottom.
Follow with a damp cloth (just water) to remove soap remnants, then blot away excess moisture with a clean towel.
Hang the garment to air-dry naturally—avoid direct sunlight, heat sources, or hair dryers.
For deep cleaning, we recommend consulting a leather care specialist.
Special Care
Light drizzles are usually fine. For heavier exposure, quickly blot the moisture and hang your jacket in a cool, dry area—away from direct sunlight and heat.
Leather isn’t water-resistant by default. Consider applying a water-resistant treatment (at your discretion). Avoid dry cleaning, machine washing, tumble drying, bleach, harsh detergents, ironing, or any abrasive cleaners. Keep your jacket away from humidity, oils, grease, and direct sunlight to preserve its texture and shape.Any other care tips?
Leather isn’t water-resistant by default. Consider applying a water-resistant treatment (at your discretion). Avoid dry cleaning, machine washing, tumble drying, bleach, harsh detergents, ironing, or any abrasive cleaners. Keep your jacket away from humidity, oils, grease, and direct sunlight to preserve its texture and shape.
Storing
Use a breathable garment bag—avoid plastic.
Hang on padded or wooden hangers to maintain shape.
Never fold—this causes creases.
Store in a cool, dry place away from heat or sunlight.
Still have any questions?
No problem, send us your query and our team will get back to you.