FAQ
How do you deliver?
Delivery will normally be made by DHL Couriers or Royal Mail & Royal Mail Special Delivery.
I am interested but need further help regarding sizing?
If you are unsure regarding sizing please feel free to email us and we would forward jacket measurements and help with a selecting size.
I am interested in made to measure/custom-jacket but need further help regarding sizing, measurements and design?
Please feel free to contact us via email at mail@customjackets.co.uk and also read measuring guide
What types of payment do you accept?
You have a choice to pay by PayPal, Postal Order, or Bank Transfer. For International Customers who do not have Credit Card or Paypal, you also have a choice to pay by Bank Transfer it is simple, we have customers from all over the world. Please contact us by email for our IBAN detail to make bank transfer. UK customers if sending Cheque or Postal Order, please be sure to write a brief note of; full postal address, contact phone number and the item you require on a note i.e. size and style. Please feel free to email if you have any further questions or doubts.
What if I have a problem placing my order online or I’m not sure it’s gone through?
If you receive acknowledgement and confirmation emails then your order has gone through okay. If you have not had an email, go to the “My Account” section of the website and click on ORDER HISTORY. If your order doesn’t appear on the list, you would need to place it again. If your not sure or need some help, contact us. You can also check your PayPal account to check if your payment has gone through.
Can I amend or cancel an order once I’ve placed it?
Yes. Orders can be changed or cancelled before the item has been shipped so please let us know as soon as possible. Please also make sure you review it carefully as you go through the checkout process. If you would like to cancel an order that has been confirmed, you would need to contact us before we dispatch it.
Can I contact by phone?
You can contact us by phone, but we recommend email first regarding any enquiry, because it would help us deal with your enquiry properly and in detail at busy times.
Do I have to sign for the delivery when it arrives?
Signature would be required on delivery.
What happens if there’s nobody in when my parcel is delivered?
With our Express Delivery service the postman may leave a card asking you to collect your parcel from your local Post Office sorting office. Same also applies with DHL, they would also leave a card so delivery can be re-arranged.
Can I place an order online and pick it up?
Unfortunately due to busy time we are not offering this service at the moment.
What if I require exchange for different size?
Please contact us via email we would forward our return address.
Which is easiest way to return the Jackets?
Take your parcel to your nearest Post Office and send via Royal Mail Special Delivery, would be under £9.99 and comes with tracking www.royalmail.com. If your parcel weighs more than 2kg, it can also be sent with tracking via Royal Mail 2nd Class Recorded Sign-For would be under £10.00 If you are outside U.K and wish return item for exchange or refund, then similar method maybe used but obviously prices may differ for different countries. Please be sure to insure your parcel and send with tracking number. Other easy method is send with DHL, no matter which country you live in, DHL would collect from your house and everything can be done online. Visit DHL on www.dhl.com Please ensure returns are packaged properly. so they do not get damaged while on delivery.
Returns?
If you are anything less than delighted with an item for any reason, you can send it back to us
within 21 days of receipt for exchange or refund. The goods must be returned in saleable condition and in their original packaging. Refunds will be credited to your original method of payment. Please email us before returning your item so we know.
Refunds
We will refund the purchase price of the returned goods. However, the delivery charges will not be refunded. Unless there was a mistake made by us. Refunds will be processed within 1-2 days after the goods are received back and credited to original funding source only.
Thank You
