Frequently asked questions
ORDERS
general
What is a Regular Order?
A regular order refers to any pre-listed product on our website in a standard size or fit, available for immediate purchase.
What are Pre-Orders?
Pre-orders are part of our exclusive Pre Launch campaign. By placing a pre-order, you can secure products at a discounted price and be among the first to own them.
Do You Have Regular Products in Stock? Or Are They Made to Order?
Products marked as “prime” are in stock and ready for shipment. Non-prime products are made to order. We keep only our top-selling items in stock to minimize costs and waste while focusing on made-to-order products for better quality and sustainability.
Can I Change or Cancel My Order?
You can cancel or modify your order within 2 days of placing it. After dispatch, you’ll need to accept the delivery and can then return the item for a refund or exchange.
Custom/Bespoke Orders
Can I Get Any Type of Product Custom Made? What Details Do I Need to Provide?
Yes, you can get any product custom made. Simply share any reference pictures or designs and fill out the Custom Order Form with your product description for us to bring your vision to life.
Can I Get My Jacket Custom Made in Any Type of Leather?
Absolutely! We specialize in various types of leather, including Lambskin, Sheepskin, Goatskin, Buffalo-hide, and Cow-hide. With over 200 different leather options, we offer a wide range of types, patterns, colors, shades, and thicknesses to create your perfect jacket.
Do You Deal in Fabrics Other Than Leather for Custom Orders?
Yes, while leather is our specialty, we also offer custom orders in fabrics such as cotton, polyester, satin, wool, and others to meet your preferences.
Do You Deal in Fabrics Other Than Leather for Custom Orders?
Yes, we specialize in leather, but we also offer custom orders in a variety of other fabrics such as cotton, polyester, satin, wool, and more to suit your preferences.
I Am Reluctant to Place a Custom Order; How Can I Pay for Something I Have Not Seen in Actual? I Am Concerned About Sizing, Design, and Quality.
We completely understand your concerns, and we’ve designed a robust process to ensure your custom order meets your expectations. Here’s how we address sizing, design, and quality issues:
Sizing Solution: When you place a custom order, our customer service agent will request your body measurements. Simply follow our sizing guide to ensure accuracy. With precise measurements, we guarantee a perfect fit without sizing errors.
Design & Quality Solution: To help you visualize your final custom product, we share a digital illustration made by our creative team before we start production.
Additionally, before shipping your order, we send you pictures of the actual product. You can review the design, material, and stitching, ensuring everything meets your expectations before it’s dispatched.
Payment & Pricing
Why Was My Payment Declined? What Should I Do?
Your payment may have been declined for one of the following reasons:
- Incorrect Billing Address and Phone Number: Ensure that the billing address in your account matches the one linked to your payment method.
- Credit Card Limit Reached: Check your credit card limit, as you may have hit your daily or total limit. Consider lowering your spending limit or using a card with a higher limit.
- Credit/Debit Card Number: Double-check that the card number entered is correct and up-to-date.
- Credit/Debit Card Expiration Date: Verify that your card hasn’t expired. If it has, update your card details.
- PayPal Account Out of Funds: Make sure there are enough funds in your PayPal account if you’re using it as your payment method.
Why Have I Been Asked to Verify My Details for My Order?
To ensure the safety of our customers, we perform security checks on orders made via Credit/Debit cards. If your order has been flagged for review, we may ask you to provide an alternative email address and phone number.
Are There Any Charges for Requesting a Custom Order, Getting a Quotation, or Discussing Custom Orders?
There are no charges for filling out the custom order form, discussing your custom order, or receiving a quotation or digital illustration. Charges only apply once you confirm and purchase your custom order.
Shipping & Delivery
general
How Long Will It Take for My Order to Arrive?
- Non-prime products: Made to order and shipped within 5-10 business days.
- Prime products: In stock and shipped the next day after your order is placed.
- Custom Orders: Made-to-measure orders are usually dispatched within 3-4 weeks, while bespoke orders take 5-12 weeks for delivery.
Which Countries Do You Ship To?
We ship to all countries except Russia, Israel, Iran, Iraq, India, and any countries sanctioned by OFAC.
Does Free Shipping Include Customs, Taxes, and Duties?
Yes, we cover any customs duties charged by customs. However, the customer will need to pay the duty at the time of delivery and share the receipt with us. Reimbursement can take up to 5-7 days.
Can You Ship to APO or PO Box Addresses?
Unfortunately, we cannot ship to APO, FPO, or PO Box addresses as we ship via express delivery services such as DHL and FedEx, which do not accept these addresses.
How Can I Track My Shipment?
Once your order has been dispatched, you’ll receive an email and SMS notification with a tracking number and a link to track your parcel.
Can I Change My Shipping Address After Placing the Order?
If your order hasn’t been shipped yet, you can contact us at contact@vestrox.com to update the shipping address. If your order has already shipped, you can contact the courier company directly using the tracking details to request the address change.
What Should I Do If My Order Hasn't Been Delivered Yet?
Check the tracking link for the latest updates on your order status. If your delivery date has passed and you haven’t received your order, please email us at contact@vestrox.com for further assistance.
Custom/Bespoke Orders
How Long Does It Take to Deliver Bespoke/Custom Orders?
Our goal is to ship bespoke/custom orders within 12-15 weeks. However, since these are custom creations, the delivery time can vary. If you have a specific timeline, be sure to share it with your design consultant for the best possible accommodation.
When Can I Expect the Delivery of My Made-to-Measure Order?
Made-to-measure or custom size orders are typically shipped within 3-5 weeks after your measurements have been confirmed.
Can I Request Delivery for a Specific Date?
Yes, you can email us with your preferred delivery date or discuss it directly with your design consultant to see if your custom order can be delivered by that time.
Size & Fit
Regular Size
I Love a Product, But I’m Unsure Which Size Will Fit Me Perfectly?
You can refer to our “Measurements Chart” to determine your size. If you’re still unsure, feel free to reach out to us at contact@vestrox.com. Our support team will assist you in finding the perfect fit for your jacket.
Do You Make Big and Tall Sizes?
Yes, for big and tall sizes, we recommend placing a “Made to Measure” order to ensure the best possible fit. Simply select this option from the size choices.
None of the Given Sizes Seem to Fit Me Perfectly; Can I Have a Custom Fit?
Absolutely! You can select “Made to Measure” in the size options and provide your body measurements. If you’re unsure about your measurements, you can choose the option “I am not sure, I’ll provide measurements later on email” and proceed with the order. Once your order is placed, our customer support team will guide you on how to take the correct measurements.
Made to Measure
I Have a Jacket That Fits Me Well. Can You Use the Measurements of It to Make My New Jacket?
Yes, we can use the measurements of your well-fitting jacket to create a custom jacket for you. Simply reach out to our Customer Support team, and we’ll guide you through the process of taking the necessary measurements.
What If I Order a Custom Size Jacket and It Does Not Fit?
If your custom size jacket doesn’t fit, we offer one free alteration for made-to-measure and bespoke garments. Just contact us, and we’ll work with you to ensure the perfect fit.
Returns, Refund & Exchange
Returns
What Do I Do If I Receive a Faulty Item in My Order?
If you receive a faulty item, we want to resolve the issue as quickly as possible. Please contact our Customer Care team with the following details:
Your order number
The faulty item’s name and number
A description of the fault, along with pictures
We’ll get back to you within 1 business day, verify the details, and send a replacement as quickly as possible.
How Can I Return a Jacket?
We offer free returns for regular size jackets. To initiate a return, please email us at contact@vestrox.com.
Can I Return the Jacket If I Don’t Like It or If It Doesn’t Fit Me Perfectly?
We want to ensure you’re satisfied with your purchase. Regular orders can be returned or exchanged within 30 days of delivery for a full refund or exchange. However, personalized or custom-made items cannot be returned for a refund or exchange under any circumstances.
Refunds
I Received a Custom Order. Can I Return It and Get a Refund?
Custom orders, including bespoke and made-to-measure items, are specially created just for you. As such, we do not accept returns for refunds on these products. All aspects of your custom order, such as style, material, and accessories, are made to your specifications, and it’s unlikely we can sell the item to anyone else.
Am I Eligible for a Refund?
You are eligible for a refund under the following conditions:
You have purchased a regular, in-stock product (non-custom-made).
The product is of a regular size (not custom-made).
The product is returned in its original condition and packaging within 30 days of delivery.
Personalized or custom-made products cannot be returned for a refund or exchange under any circumstances.
Exchange/Alteration
How Long Does It Take to Receive a Replacement Jacket?
Once a Return Merchandise Authorization (RMA) order is generated for a replacement jacket, it takes the same amount of time to deliver as a new order. The delivery time will depend on whether the item is a regular or custom order.
Can I Return and Exchange a Regular Jacket for Another Style?
Yes, you can return a regular jacket and exchange it for a different style. Simply contact our Customer Care team to arrange the exchange.
You will need to pay any difference in price for the new style.
If the replacement jacket costs less, we’ll provide store credit for the remaining amount.
I Received a Custom Order. Can I Return It for Alteration?
If your custom or made-to-measure order doesn’t fit well, we offer one free alteration. Contact our customer support team, and they will guide you on returning the jacket for alteration.
Product Care
Cleaning
How to Clean Your Leather Garment
Proper care and maintenance of your leather garment will help preserve its beauty and longevity, ensuring it remains as stylish as the day you got it. Here’s how to clean your leather jacket:
Remove Dust or Dirt: Use a soft brush to gently brush away any dust or dirt from the surface of the leather.
Clean with a Mild Solution: Mix distilled water with neutral soap (no harsh chemicals). Dampen a microfiber cloth or sponge with the solution and gently wipe the garment from top to bottom.
Wipe Off Soap Residue: Use another cloth dampened with just water to wipe away the soap and any residue.
Dry the Garment: Gently wipe off any excess water to prevent water marks. Dry the garment with a clean towel.
Let it Dry Naturally: Hang the garment in a well-ventilated area to dry naturally. Never use a blow dryer or place the leather near direct heat or sunlight, as it can damage the material.
P.S. For deep cleaning or restoration, we always recommend visiting a specialist leather cleaner.
Special Care
Can I Wear a Leather Jacket in the Rain?
Mild rain is generally fine for your leather jacket and shouldn’t cause significant damage. However, leather should not be exposed to substantial amounts of water or prolonged moisture. If your jacket gets wet, quickly wipe off the water and let it dry naturally by hanging it in a cool, dry place. Avoid direct sunlight or heat sources to dry it.
What Else Should I Do for the Care of My Leather Garment?
Leather jackets are not naturally water-resistant, and excessive exposure to moisture can make the leather brittle and dry. To ensure your jacket stays in top condition:
You can apply a water-resistant product (following the manufacturer’s instructions) but be aware that The Jacket Maker isn’t responsible for any potential damage caused by these products.
Keep your jacket clean from dust and dirt, and condition it once or twice a year to maintain its appearance and strength. Conditioning also helps provide some protection against water damage.
Avoid practices such as dry cleaning, machine washing, tumble drying, using bleach, detergents, chemical soaps, ironing, or force drying.
Keep your jacket protected from direct sunlight, rain, humidity, alcohol, oil, grease, and other harsh chemicals or cleaners.
By following these guidelines, you’ll preserve the look and durability of your leather jacket for years to come!
Storing
How Should I Store My Leather Garment?
Proper storage is essential to maintaining the look, feel, and shape of your leather jacket. Follow these guidelines to keep your jacket in top condition:
Store your leather jacket in a breathable garment bag—avoid plastic packaging that can trap moisture.
Use padded or wooden hangers to maintain the jacket’s structure and prevent shoulder creases.
Never fold or compress the jacket for long periods, as it can cause permanent creases.
Keep your jacket in a cool, dry place, away from direct sunlight or heat sources to prevent fading and drying out.
By following these steps, your leather jacket will stay in great shape for years to come!
Still have any questions?
No worries—just drop us your query and our team will get back to you shortly.