Refund & Return Policy
Every Filmswear jacket is handcrafted with care — and we stand behind every single one. If something is not right, we will fix it quickly and fairly.
Overview & Our Commitment
At Filmswear, every jacket is individually handcrafted on order by skilled artisans using premium genuine leather. Because we follow a Made-to-Order model — your jacket is built from scratch after you place your order — our return process is slightly different from standard off-the-shelf stores.
We stand fully behind the quality of every piece we ship. If your jacket arrives with a defect, is the wrong item, or was damaged in transit, we will make it right — fast, fully, and without any fuss.
Because every jacket is custom-made for you, please carefully review the size chart, product description, and all details before completing your purchase. This prevents unnecessary returns and ensures your jacket is exactly what you imagined.
Return Eligibility
You may request a return or exchange within 30 days of your confirmed delivery date. To qualify, the following conditions must be met:
- Unworn, unwashed, and in its original brand-new condition
- Free from any scent — perfume, deodorant, smoke, or similar
- Undamaged — no cuts, tears, scratches, or personal changes
- In its original packaging with all tags still attached
- Reported within 30 days of your confirmed delivery date
- Submitted with a valid order number and proof of purchase
- Worn, washed, dry-cleaned, or changed in any way
- A fully custom order with personal measurements, embroidery, or special modifications
- Reported more than 30 days after the confirmed delivery date
- Shipped back without prior approval from our support team
- Damaged due to improper personal use, storage, or care
- A clearance or sale item clearly marked as "Final Sale"
How to Return Your Order
The return process is simple. Follow these four steps to ensure your return is handled without any delays:
Contact Our Support Team First
Email support@filmswear.com within 30 days of delivery. Include your order number, reason for return, and clear photos if the item is defective. Do not ship anything back before this step.
Receive Your Return Authorization Number
Our team will respond within 1 to 2 business days. If approved, we will send you a Return Authorization (RA) number with full packing and shipping instructions. This number is required on your return parcel.
Pack Securely and Ship
Repack your jacket carefully in its original packaging. Write your RA number on the outside of the parcel. Ship using a trackable courier service and save your tracking number — we are not responsible for parcels lost without tracking.
Refund or Exchange Processed
Once we receive and inspect your return — usually within 2 to 3 business days — we will immediately process your refund or dispatch your replacement jacket fresh from our workshop.
Any item shipped back without a valid RA number will not be accepted. Unauthorized returns may be refused at our warehouse, causing delays and extra shipping costs.
Refund Policy
Once your return is received and inspected, you will receive an email confirmation. Refunds are processed according to the reason for return:
| Return Reason | Refund Type | Processing | Return Shipping |
|---|---|---|---|
| Manufacturing defect or damage | Full Refund | 3–5 days | Paid by Filmswear |
| Wrong item received | Full Refund | 3–5 days | Paid by Filmswear |
| Item not as described | Full Refund | 5–7 days | Paid by Filmswear |
| Size issue — standard order | Free Exchange | After return | Paid by Customer |
| Change of mind | Store Credit | 5–7 days | Paid by Customer |
| Custom or personalized order | Not Eligible | — | — |
All approved refunds are returned to your original payment method. Please allow 3 to 7 business days for funds to appear, depending on your bank.
If you prefer store credit instead of a cash refund, we will add an extra 10% bonus on top of your refund value. Store credit never expires and applies to any future Filmswear order worldwide.
Exchange Policy
We offer free exchanges on all standard-size orders if the fit is not right. Since every replacement is also handcrafted fresh on order, please allow 12 to 15 business days for production and shipping.
- Size Exchange: Available on all standard jackets within 30 days of delivery. Return the original and we will craft your correct size.
- Style Exchange: Exchange for another jacket of equal or greater value — pay the price difference if applicable.
- Colour Exchange: Available if your requested colour is offered for the same jacket at the time of exchange.
- Delivery Time: Allow 12 to 18 business days from when we receive your return — each replacement is freshly handcrafted.
- Custom Orders: Exchanges are not available on bespoke or personalized orders under any circumstances.
Custom & Bespoke Orders
Many customers request jackets with specific measurements, custom lining, personal embroidery, or character-accurate modifications. These orders have stricter terms:
- Personalized orders are non-refundable once production has begun
- Custom orders cannot be cancelled after the first 24 hours of placement
- If a custom jacket arrives with a confirmed manufacturing defect, we will remake it at zero cost to you
- Please review all measurements, spelling, and design choices carefully before submitting
- Our team is happy to help with measurement guidance before you place a custom order
Not sure about your measurements? We strongly recommend starting with a standard-size order. Our size guide helps you find the right fit without customization.
Return Shipping Costs
- Filmswear covers all return shipping costs when the item is defective, damaged in transit, or the wrong product was sent.
- Customers cover return shipping costs for size exchanges and change-of-mind returns. We recommend Royal Mail (UK), USPS (USA), or Canada Post.
- Always use a trackable service. We cannot be held responsible for items lost without a tracking number.
- Return shipping fees paid by the customer are non-refundable, unless the return is due to our error.
- For USA, UK, and Canada customers returning defective items, we will provide a prepaid return label — no cost to you.
Order Cancellation
Because every jacket enters production quickly after ordering, our cancellation window is short. Act as soon as possible:
- Within 24 hours: Full cancellation with a 100% refund. No questions asked.
- 24 to 48 hours: Production may have started. Cancellation may still be possible — contact us immediately.
- After 48 hours: Tailoring has likely begun. Cancellation is generally not possible. You may return the item after delivery.
- After dispatch: Orders that have shipped cannot be cancelled. Wait for delivery and contact us to start a return.
To cancel, email support@filmswear.com immediately with subject line: "CANCEL – Order #XXXX"
Damaged or Defective Items
Every jacket goes through a thorough quality control inspection before leaving our workshop. If your order arrives in an unsatisfactory condition:
- Contact us at support@filmswear.com within 7 days of delivery.
- Attach clear photos of the defect or damage, along with a photo of the outer packaging.
- We will offer you a free replacement or a full refund — your choice, no delays.
- In most cases, you will not be required to return the damaged item.
If a defect is confirmed, or if your item was damaged during shipping, you will not pay a single penny to resolve it. We cover return shipping, replacement production, and re-delivery — completely free, every time.
International Orders & Customs
Filmswear ships to over 30 countries, with primary focus on USA, UK, Canada, and the EU. If you are an international customer returning an order:
- Customers outside the UK are responsible for return shipping costs, unless the item is defective or incorrect.
- Import duties and customs fees paid at delivery are non-refundable by Filmswear. These are outside our control.
- Mark the customs declaration as "Returned Goods — No Commercial Value" to avoid additional duties.
- EU customers: Under EU law, you have the right to return non-custom orders within 14 days. Our 30-day policy exceeds this and applies in full.
Our support team will guide you through every step — from choosing the right courier to filling in the customs form. Simply email us and we will take it from there.
Contact & Support
Our customer support team is available Monday to Saturday, 9 AM – 6 PM (GMT). We aim to respond to all emails within 24 hours. Always include your order number for faster service.