FREQUENTLY ASKED QUESTIONS
Everything you need to know about your custom order
Store Questions
What is the production time for a JacketsX order?
Most JacketsX jackets ship within 3 to 4 business weeks of order confirmation. This includes production, quality control, and preparation for dispatch. Custom sizing, embroidery, patches, or team orders may add extra time depending on order volume.
Do you offer group or bulk discounts?
Yes, JacketsX offers wholesale pricing for team, school, and bulk orders starting at 50 units. Discount tiers scale with quantity contact us through the Custom Jackets page with your headcount and design details for a quote.
Do you ship internationally?
Yes, JacketsX ships to the USA, UK, Canada, and select international destinations. Delivery time and customs charges vary by country, and any international fees are the customer's responsibility.
Can I alter my order after placing it?
Order changes are possible only before production begins. Once a jacket enters production, size, color, and customization details are locked in contact support immediately if you need to make a change.
What payment methods are accepted?
JacketsX accepts major credit and debit cards along with PayPal and Stripe-supported payment methods, all shown at checkout before you complete your order.
How do I track my order once it ships?
A tracking link is emailed to the address used at checkout as soon as your order ships. Tracking updates may take a day or two to activate after handoff to the courier.
Can I cancel an order?
Cancellation is only possible before production starts, since every jacket is made-to-order. Once production has begun, the order proceeds as originally submitted.
Is my payment information secure?
Yes, all payments are processed through secure third-party providers, and JacketsX never stores your full card details on its servers.
Do you have a physical store?
JacketsX operates as an online-only, made-to-order store, which is how we keep customization accessible without retail markup.
How do I contact customer support?
Reach JacketsX through the Contact Us page or by email, and expect a response within 24 business hours on weekdays.
About Jackets
What materials do you use in JacketsX jackets?
JacketsX jackets are made from real leather, vegan leather, Melton wool, denim, satin, polyester, shearling, or synthetic shearling, depending on the style. Each product page lists the exact shell and lining material.
Are the sleeves 100% real leather?
On most varsity and letterman-style jackets, the sleeves use genuine cowhide leather while the body uses wool this is stated clearly on each product page, since some styles offer a vegan leather sleeve option instead.
How should I clean my varsity jacket?
Spot clean varsity jackets with a soft, damp cloth and avoid machine washing, since the wool body and leather sleeves need different care. Professional cleaning is recommended for deep stains or full cleaning.
Are your leather jackets genuine leather or synthetic?
Both options exist across the JacketsX range some styles use genuine top-grain leather, others use vegan (synthetic) leather, and the material is always specified in the product description.
Can I return a custom jacket?
Custom, personalized, or made-to-measure jackets are generally final sale, since they're built specifically to your specifications. Returns are only considered if the item arrives damaged or doesn't match your confirmed order.
Do you offer women's jackets in the same styles as men's?
Yes, JacketsX offers leather, bomber, denim, and shearling styles cut for women, alongside the men's range, with separate sizing for each.
What is the difference between a bomber and a varsity jacket?
A bomber jacket uses a lightweight nylon or polyester shell with a ribbed collar and cuffs, while a varsity jacket pairs a wool body with leather sleeves and snap-front closure each suited to a different look and season.
Do your jackets come with a warranty?
JacketsX stands behind manufacturing quality if a jacket arrives with a defect in stitching or materials, contact support with photos for a replacement or repair review.
Can I request a specific lining color?
Yes, on selected styles you can choose your lining color, along with contrast sleeves and rib-knit trim, through the custom order process.
How do I know if a jacket runs true to size?
Each product page notes fit type (regular, slim, or oversized), and our Size Guide provides a full chart plus measuring instructions to confirm your size before ordering.
Sizing & Fit
How do I find my perfect jacket size?
Compare your chest, shoulder, and sleeve measurements against the JacketsX Size Guide chart, which covers XS through 4XL. Measuring over the clothing you'll typically wear underneath gives the most accurate result.
What is the difference between body chest and jacket chest?
Body chest is your actual chest measurement, while jacket chest is the finished garment's chest width, which includes extra room for movement and layering the Size Guide lists both so you can compare directly.
Should I size up if I plan to layer underneath?
Yes, sizing up by one size is recommended if you plan to wear a hoodie or sweater underneath your jacket regularly, since jacket chest measurements assume a light base layer.
Can I request custom sizing?
Yes, custom sizing is available on selected styles. Provide your shoulder, chest, sleeve, and length measurements, and our team will confirm fit before production begins.
What measurements do I need to submit for custom sizing?
Shoulder width, body chest, sleeve length, jacket length, and waist are the five measurements needed for an accurate custom fit our Size Guide explains how to take each one.
What should I do if I'm between two sizes?
Choose the larger size if you prefer a relaxed fit or plan to layer, and the smaller size for a closer, tailored look or request custom sizing for an exact fit.
Are all jacket styles measured the same way?
No, fit varies by style bomber and puffer jackets typically run relaxed, while varsity and biker jackets are cut closer to the body, so check the fit note on each product page alongside the size chart.
Can I change my size after placing an order?
Only before production starts. Once your jacket enters production, the confirmed size cannot be changed, so review your measurements carefully at checkout.
Do you provide sizing help before I order?
Yes, contact our support team with your measurements and preferred fit, and we'll recommend the right size before you place your order.
What if my jacket doesn't fit when it arrives?
Contact support within the return window with your order number and measurements. Standard-size jackets may be eligible for exchange, though custom-sized jackets are reviewed case by case.
Shipping & Delivery
Where does JacketsX ship?
USA, UK, Canada, and select international destinations.
When does shipping time start?
After production and quality control are complete, not from order date.
How much does shipping cost?
Shown at checkout before payment, based on destination and shipping method.
Will I get a tracking number?
Yes, sent by email once your order ships.
Do I pay customs or import duties?
On international orders, yes these are set by your country, not JacketsX.
What if my address was entered wrong?
Contact us immediately; once shipped, address changes may not be possible.
What if my order is delayed?
Contact support with your order number and we'll check the status.
What if my package arrives damaged?
Send photos and your order number to support for a replacement review.
Can I choose faster shipping?
Yes, if available for your location, shown as an option at checkout.
Can I change my shipping address after ordering?
Only before the order ships contact support right away.
Returns & Exchanges
What is your return window?
30 days from delivery.
Can I return a made-to-order jacket?
Yes, if it's unworn, unwashed, and in original condition with tags.
Can I return a custom or personalized jacket?
No, custom-sized, embroidered, or logo jackets are final sale unless defective.
How do I start a return?
Contact us with your order number, product name, and reason for return.
Who pays return shipping?
The customer, unless the issue was caused by JacketsX.
Can I exchange for a different size?
Yes, contact support with your current and requested size.
When do I get my refund?
After the returned item is received and inspected.
Can I cancel before it ships?
Only if production hasn't started yet.
What items are non-returnable?
Custom jackets, worn items, washed items, and items without tags.
What if I received the wrong item?
Contact support with photos and your order number for a fast fix.
Custom & Team Orders
Can I design my own jacket?
Yes, choose style, color, material, and add-ons through Custom Jackets.
Can I add my name or number?
Yes, on selected styles during the custom order process.
Can I add a logo or patch?
Yes upload a logo or request chenille patches and embroidery.
Do you make school or team jackets?
Yes, including group orders with matching colors and crests.
What's the minimum order for team jackets?
Custom orders start from 1 unit; bulk pricing applies from 50+.
Can I choose custom colors?
Yes, across wool, leather, satin, and vinyl trim options.
Do custom jackets take longer to make?
Yes, slightly depending on embroidery, patches, or quantity.
Can I submit my own design file?
Yes, share a Google Drive or Dropbox link in the request form.
Can I request custom sizing on a team order?
Yes, submit individual measurements per jacket.
Can I return a team or custom jacket?
Only if there's a confirmed production or sizing error.
Care & Maintenance
How do I clean a leather jacket?
Wipe with a soft cloth; avoid water and direct heat.
How do I clean a vegan leather jacket?
Use a damp cloth only; avoid harsh chemicals.
Can I machine wash a denim jacket?
Wash cold, inside out, and air dry don't tumble dry.
How do I care for a wool varsity jacket?
Spot clean only; use professional cleaning for stains.
Can I wash a shearling jacket at home?
No, shearling needs professional cleaning to avoid damage.
How should I store my jacket?
On a wide hanger, in a cool, dry space.
Can I dry clean any JacketsX jacket?
Most styles, yes check the care label first.
Will my jacket color fade over time?
Minimal fading with proper care; avoid prolonged direct sunlight.
How do I remove a small stain?
Spot clean gently based on material; avoid rubbing hard.
Should I iron my jacket?
No, avoid direct heat on leather, vegan leather, or shearling.
Payments & Pricing
What payment methods do you accept?
Credit/debit cards, PayPal, and Stripe-supported methods.
Are prices shown in USD?
Yes, all prices are listed in US dollars.
Do prices ever change?
Yes, without notice the price at checkout is final.
Is there a payment plan option?
Not currently offered; full payment is taken at checkout.
Why was my payment declined?
Usually a bank or card issue contact your bank or try another method.
Do you charge sales tax?
Applicable taxes are calculated and shown at checkout.
Are there extra charges for custom jackets?
Yes, pricing varies by material, size, and customization level.
Do you offer discount codes?
Occasionally, through email sign-up or promotions.
Is checkout secure?
Yes, payments run through encrypted, third-party payment processors.
Can I get a quote before ordering a bulk order?
Yes, submit your details through Custom Jackets for a wholesale quote.
Fabric & Color Options
How many colors can I choose from?
Over 250 colors across all available materials.
Can I mix colors on one jacket?
Yes, including contrast sleeves and rib-knit trim.
Can I match my school or team colors?
Yes, share your color codes during the custom order process.
What materials have color options?
Melton wool, genuine leather, satin, and vinyl trim.
Can I choose my lining color separately?
Yes, on selected custom styles.
Will the color match exactly what I see on screen?
Close, but screen and lighting can cause slight variation.
Can I send a reference image for a color?
Yes, attach it with your custom order request.
Are all colors available on every jacket style?
No, availability depends on the material used in that style.
Can I request a new color not shown on the site?
Ask us availability depends on the fabric supplier.
Do color choices affect production time?
Rarely, unless the color needs special sourcing.
Trust & Quality
Is JacketsX a legitimate, verified store?
Yes, secured checkout and verified payment processing.
Do you inspect jackets before shipping?
Yes, every order passes a quality control check.
What quality checks are done?
Material, stitching, sizing, lining, and finish review.
Are your jackets made in-house or outsourced?
Produced through our manufacturing process with direct quality oversight.
Do you offer a warranty on stitching or materials?
Yes, manufacturing defects are reviewed for repair or replacement.
How experienced is JacketsX in custom jackets?
JacketsX specializes specifically in made-to-order and custom outerwear.
Can I see reviews before ordering?
Check our social channels and site for customer feedback.
What makes JacketsX different from other jacket stores?
Made-to-order production, clear material details, and full customization.
Do you guarantee jacket authenticity (real leather, etc.)?
Yes, each product page states the exact material used.
Who do I contact if something goes wrong with my order?
Our support team via Contact Us response within 24 business hours.