HELP
FREQUENTLY ASKED QUESTIONS
General
What is the payment process?
I really like the product but I’m uncertain about the right size. How can I choose the perfect fit?
Can I get a return option if not satisfied with the article or if the size is not perfect for me?
What if none of the available sizes fit me well? Can I request a custom fit?
Absolutely! You can choose the “Made to Measure” option in the size selection and provide your body measurements. To proceed with your transaction with confidence, if you are unsure about your measurements, just use the option “I am not sure; I’ll provide measurements later via email.”
Our customer support person will get in touch with you to help you get precise measurements after your order is placed.
Is free shipping available for all countries?
How do I stay updated on my order’s progress if I still haven’t received it?
If your order is taking longer than expected, you shouldn’t be concerned. You can check its status anytime by going to our Track Order page. Just type in your Order ID and last name, and you’ll see the latest update.
The tracking link will also be provided to you with real-time updates on the progress of your order. If the expected delivery date has passed and it’s still missing, just reach out to us here—we’re happy to help you sort it out!
What if I receive a defective item?
If your item isn’t perfect, don’t worry! Just drop us a message, and we’ll make it right ASAP.
Please contact our Customer Care staff using the details below if you see a flaw:
- The number of your order
- The item’s name and number that is defective
- A thorough explanation of the problem, along with any pertinent images
Within a day, we will reply. We will send you a fresh item as soon as we have confirmed the specifics.
REFUNDS & RETURNS
General
Return Window
Customer satisfaction is fundamental to our service, which is why we provide a 30-day window for returns or exchanges, allowing you the flexibility you need. The exchange order sent by the customers will be processed and shipped based on our standard delivery times , after we receive and inspect your return that usually within 72 hours . All the refunds will be processed to the original payment method within seven business days, but it may take up to 10 working days to appear in your account, depending on the payment method used. once your return has been finalized an email confirmation will be sent to you .
Return Exclusions and
Conditions
- No return or exchange will be made for Custom-made or personalized items under any circumstances.
- Gift cards cannot be returned or exchanged as they are are considered final sales.
- All items (both purchased and complimentary) must be returned in unused, unwrinkled, undamaged, and resellable condition, accompanied by the original packing slip.
- Returns for shoes must show no scratches on the sole or upper.
- We reserve the right to deny any returns or refunds that do not comply with these conditions. in case of receiving a wrong or defective product, please contact us within two business days.
Return Shipping and
Alteration Fees
Kindly be aware that customers are required to bear the shipping costs when sending items back to us.
For complete return instructions, please follow the provided link. For custom orders, our team evaluates your measurements, taking into account your height and weight, and may suggest adjustments. If you decide to proceed with your original measurements, we will accommodate that request. However, a small alteration fee may apply if fit issues arise due to the original measurements.
DELIVERY POLICY
General
- Every order is eligible for free shipping worldwide, with no minimum spend or exceptions.
- We ship to all countries worldwide, except for Russia, Israel, Iran, Iraq, India, and nations under OFAC sanctions.
Prime Marked Products 1-2
business days
All Other Jackets & Outerwear 5-10 business days
Made-To-Measure Jackets & Outerwear 3-4 weeks
Footwear 2-3
weeks
Made-To-Measure Footwear 3-4 weeks
Bespoke Products 5-12
weeks
Note :
· Prime Products: Ready for
immediate shipment.
· For other items, the dispatch
time may vary depending on the specific product. Please refer to the table for
estimated timelines.
· Following dispatch, your order should arrive within 3-4 business days.
We use express shipping
· partners like DHL and FedEx to ensure efficient delivery. We reserve the right
to choose the courier that best meets our delivery requirements.
· APO/PO Box Addresses:
We regret that shipping is not available to PO, APO, DPO, or FPO addresses.
Customs Duty on International Orders
· Delivery Duty Unpaid (DDU) basis.
· Customs duties will be covered by the buyer, should they apply. For any potential fees, please consult your local customs office before confirming your order.
Lost or Damaged Products
· If the tracking shows delivery but you haven’t received your package, please notify our Customer Support Team and the courier within five business days of the delivery to start an investigation. Claims submitted after this
timeframe, i.e. after five working days will not be processed.
· Once the courier verifies the
issue, we will either issue full store credit or replace any lost or damaged
items.
· Please note: Lost orders do not
qualify for refunds.
Rescheduling and Delivery Issues
· Tracking: After your order is
shipped, we will provide you with a tracking number. It is the customer’s
responsibility to follow up with the courier. If there are any delivery delays
or missed attempts, please contact the courier directly. Multiple failed
delivery attempts may result in the parcel being destroyed, and we cannot be
held liable for this.
· Unaccepted Deliveries: If you
decline to accept the delivery and return the package to the courier, it may be
marked as lost or destroyed. We cannot process returns in such situations. We
advise accepting the delivery and following our return guidelines.
· Incorrect Address Deliveries:
Take a moment to verify your shipping address before finalizing your purchase. Once
dispatched, we cannot alter the delivery. We are unable to handle cancellations or returns, and the shipment may be returned or destroyed away if an incorrect address results in delivery failure.
Other Policies
· Order Verification: A confirmation email will be sent to you as soon as your payment has been completed. Please contact our Customer Support Team if you haven’t gotten it.
· Combined Shipments: If you place
multiple orders to the same address, we may combine them (unless otherwise
requested) to streamline shipping, which may cause a slight delay in processing
the first order.
· Complimentary Items: Orders containing
more than ten products do not automatically qualify for complimentary items.
Exceptions may apply and require approval from our customer support team.
TERMS & CONDITIONS
General
Payments and Pricing
Choose from multiple payment options: PayPal, VISA, MasterCard, American Express, Discover, Apple Pay, Amazon Pay, and AfterPay (restricted to the USA). Personal checks are not supported.
We prioritize your security by encrypting your payment details with SSL technology. Rest assured, your information is sent directly to our payment provider through a secure connection.
All transactions are processed in USD. If your Card uses a different currency, you can still complete your order; our system will convert the total amount to the equivalent in your currency.
Cancellation Policy
You can cancel your order within two days of placement. Cancellations can be made through the My Order page.
Orders that have been dispatched or are under customs review cannot be canceled. In such cases, you’ll need to receive the item and proceed with a return.
For orders classified as time-sensitive—those for which our Customer Support Team has confirmed delivery within a specific timeframe—cancellations cannot be processed after placement due to the urgency involved.
Order Acceptance & Payment
The listed prices and stock availability on our website may change without prior notice. We promptly correct any errors identified.
Given our extensive product selection, pricing errors may occasionally occur despite our best efforts. We conduct regular price verifications during the order process; if the correct price is lower, we will issue a refund for the difference. Once your order is shipped or in the customs process, cancellations are no longer possible. You can accept the delivery and proceed with a return afterward.
Our company reserves the discretion to decline service to any individual whenever necessary.
We hold the right to decline service to anyone, whenever and for whatever reason.
Free Gifting
To be eligible for a complimentary leather gift upon sign-up, your order must exceed $150.
Each customer can receive only one free gift.
Returning your order? Don’t forget to include the complimentary gift! If it’s missing, its value will be deducted from your refund.
Users & Accounts
Keeping your account information private is your responsibility as a registered user.
Anyone under 18 years old is prohibited from
Register as users on this website or conduct transactions.
Governing Law
Any concerns or disputes related to this website will be governed by the laws of the UAE, our country of domicile.
Marketing
By opting into Jacket Artisan’s SMS marketing during checkout, custom order requests, or through our subscription options, you consent to receive recurring text notifications regarding your order (including reminders for abandoned carts), promotional offers, and transactional messages, including requests for reviews, even if your mobile number is listed on a do-not-call registry. Message frequency may vary, and consent is not a condition for purchase.
To opt out of marketing text messages, simply reply with STOP to any message we send or use the unsubscribe link provided in our Other opt-out methods may not be recognized as valid. Although we do not charge for this service; You are accountable for any text message charges from your mobile provider.
Standard message and data rates may apply.
Have a question? Reach out to us anytime. Please keep in mind that we may alter the phone numbers or short codes for this service, and we’ll notify you of any adjustments. You agree that any messages sent to a changed number or short code, we cannot guarantee the receipt of STOP or HELP requests, and we will not be held responsible for fulfilling such requests. As far as applicable law permits, we are not liable for any delays, misdirected, or failed deliveries of information, or errors in the data sent, or any actions you take based on the information or service provided.
We value your privacy. For additional insights into how we gather and use your personal information, please consult our Privacy Policy.
PRIVACY POLICY
General
Information We Collect
We need some of your personal information such as phone number, your name, shipping address, and email address when you explore our website or else you can visit our website anonymously.
How We Use Your Information
We collect information in different ways, including:
- Customizing solutions to suit your needs and ensure a truly personalized experience.
- Enhancing our website based on your input and suggestions.
- Improving customer service and addressing your inquiries effectively.
- Processing your transactions and sending updates about your orders.
- Running contests, promotions, or surveys.
- Sending periodic emails related to your purchases.
Rest assured, we do not store, sell, or submit your credit or debit card details or personal details with third parties, except as necessary to complete your order.
How We Use Your Information
We might apply the information we receive from you in these ways:
- To tailor our services to your preferences and address your needs more effectively. To enhance our website by incorporating your valuable feedback.
- To enhance customer service and address your requests.
- To process transactions and send you order updates.
- To manage contests, special offers, or surveys.
- To send regular updates regarding your orders.
Rest assured, we do not store, sell, or share your credit/debit card details or personal information with third parties, except to complete your order.
Ways We Safeguard Your Personal Data
We take your privacy seriously, using advanced security technology to protect your personal details throughout each transaction. Sensitive information is securely encrypted with SSL technology. Your all information is removed once transaction is done.
Cookies
We employ cookies to improve your experience while you navigate our site. These cookies allow us to remember your cart and monitor your activity.
Disclosure of Information
We take your privacy seriously. Your personal information is never sold, traded, or transferred to external parties. We work only with reliable partners who assist in our services and are bound to keep your information confidential. In some cases, we may share details to meet legal requirements or protect our interests.
Updates to Our Privacy Policy
Our Privacy Policy may change occasionally. Stay up to date by reviewing it regularly for the latest updates. Updates will be effective once they are published.
Contacting Us
Feel free to reach out to us through the details shared below, if you have any questions regarding this Privacy Policy.