FAQ & Help Center

Every Filmswear jacket is Made-to-Order — meaning production begins only after your order is confirmed. The full journey to your door has three stages:

• Material Selection & Assignment (1–2 days): Fresh leather is hand-selected and your order is assigned to an artisan.
• Hand-Tailoring & Stitching (10–12 days): Your jacket is individually crafted stitch by stitch.
• Quality Check & Global Dispatch (1–2 days): Every jacket passes a full inspection before shipping.
• International Delivery (5–8 days): Fully tracked courier delivery to your door.

Total estimated time: 15–20 business days. During peak season (November–December), please allow up to 25 business days. You will receive a tracking number by email as soon as your jacket is dispatched.

Because production begins almost immediately after your order is confirmed, you have a 24-hour cancellation window from the time of purchase. Within this window, email us at support@filmswear.com with your order number in the subject line and we will cancel and refund in full.

After 24 hours, your jacket may already be in the cutting and stitching phase and cancellation may no longer be possible. In that case, our standard return policy applies once the jacket is delivered. For modifications (size change, colour adjustment), contact us as early as possible — we'll do our best to accommodate if production has not yet started.

We understand that some orders are time-sensitive. While we cannot skip the artisan crafting process — doing so would compromise the quality we guarantee — we recommend the following approach:

• Contact us before ordering: Email support@filmswear.com with your required delivery date and we will confirm whether it is achievable before you pay.
• Order as early as possible: For events with a fixed date, we recommend ordering at least 30 business days in advance to account for any courier delays.
• Rush shipping: In some regions, expedited courier options may be available at an additional cost. Ask our team before ordering.

We will always be honest with you about feasibility — we would rather tell you the truth upfront than disappoint you on a special occasion.

You will receive two emails from us during your order journey:

• Order Confirmation Email: Sent immediately after purchase — confirms your order details, chosen jacket, size, and estimated dispatch window.
• Dispatch Notification Email: Sent when your jacket passes quality inspection and is handed to the courier. This email includes your tracking number and a direct link to track your parcel in real time.

If you have not received your dispatch email after 17 business days, please check your spam folder first, then contact us at support@filmswear.com with your order number and we will investigate immediately.

Our size guide is available on every product page and uses chest circumference, shoulder width, and sleeve length as the primary measurements. We recommend measuring yourself with a tape measure rather than relying on your usual clothing size, as leather jackets have different fit characteristics to regular garments.

General fit guidance: Filmswear jackets are designed with a slim-to-regular fit that mirrors the screen-accurate silhouette of the character. If you are between sizes or have a broader chest or longer arms, we recommend sizing up or opting for our Custom Fit option.

Yes — because every jacket is Made-to-Order, we can accommodate fully custom body measurements at no extra charge for standard customisation. Simply send us your measurements when placing your order or in the order notes section at checkout.

For more complex bespoke modifications — custom lining colour, embroidery, name patches, or structural changes to the jacket design — these are available as a premium custom service. Contact us before ordering to discuss requirements and any associated cost. Custom/bespoke orders have a non-refundable deposit requirement and are not eligible for standard returns.

If your jacket does not fit as expected, you have two options within our 30-day return window from the date of delivery:

• Exchange for a different size: We will make a new jacket in the correct size and ship it to you. The original jacket must be returned unworn, with all tags intact, in its original packaging. You cover return shipping costs; we cover the reshipping of the new jacket.
• Full refund: If you decide the jacket is not right for you, return it in unworn condition within 30 days for a full refund of the jacket price (original shipping cost is non-refundable on standard orders).

To initiate either option, email support@filmswear.com with your order number and a brief description of the fit issue.

All three tiers use 100% genuine leather — never synthetic, PU, or faux leather. The difference lies in the grade of hide and the long-term characteristics of each:

• Tier A — Elite Heritage (Full-Grain Leather): The highest grade available. The outermost layer of the hide is preserved intact, meaning all the natural grain, strength, and character of the leather is present. It develops a rich patina over time, becoming more beautiful with age. This is a lifetime investment — possibly the last leather jacket you'll ever need to buy.
• Tier B — Authentic Cinema Series (Top-Grain Leather): The surface has been lightly sanded to remove minor imperfections, giving a more uniform look. Still genuine leather with excellent durability and a refined, lightweight feel. Our best-selling tier — perfect for daily wear and special occasions.
• Tier C — Style Starter (Genuine Leather): Made from layers of real leather bonded together. Still authentic leather, lightweight and budget-friendly. Ideal for students, seasonal wear, or anyone making their first move into genuine leather jackets.

Screen accuracy is our primary design goal. Every jacket goes through a detailed research process before production:

• We analyse high-resolution film stills and behind-the-scenes production photos to identify every visible design detail.
• We study original costume notes and, where available, consult production wardrobe references.
• Our artisans recreate stitching patterns, hardware placement, collar shapes, and pocket configurations to match the original as closely as possible in genuine leather.

We aim for the highest achievable screen accuracy within the constraints of handcrafted genuine leather production. Minor variations in colour may occur due to natural leather characteristics and monitor display differences — this is not a defect.

Proper care extends the life of your jacket significantly. Here are our care recommendations by tier:

• Cleaning: Wipe with a soft, damp cloth for surface dust. For deeper cleaning, use a dedicated leather cleaner — never household detergents, alcohol, or bleach.
• Conditioning: Apply a quality leather conditioner every 3–6 months to keep the leather supple and prevent cracking. Tier A full-grain leather benefits most from regular conditioning.
• Storage: Store on a wide hanger in a cool, dry, ventilated space. Avoid plastic covers — leather needs to breathe. Never store in direct sunlight or near heat sources.
• Water exposure: Light rain is fine. If your jacket gets heavily wet, allow it to dry naturally at room temperature — never use a hairdryer or radiator. Condition immediately after drying.
• Dry cleaning: Not recommended. Always use a specialist leather care service if professional cleaning is needed.

Yes — minor colour variation between product images and the physical jacket is completely normal and expected with genuine leather. There are two reasons for this:

• Natural leather variation: Each hide is unique. Natural grain patterns, surface texture, and dye absorption can vary slightly between individual pieces of leather, even from the same batch.
• Monitor calibration: Every screen displays colour differently. A jacket photographed under studio lighting on a calibrated monitor will appear differently on your phone, laptop, or desktop depending on its display settings.

These variations are a characteristic of genuine leather — not a manufacturing defect. If your jacket arrives in a significantly different colour than the product page (for example, brown instead of black), please contact us immediately with photos and we will investigate.

Yes — shipping is completely free on all orders to our four primary markets: the United States, United Kingdom, Canada, and the European Union. Free shipping is also available to 30+ additional countries worldwide.

All shipments are fully tracked and dispatched via trusted international courier partners. Filmswear covers the full cost of shipping from our workshop to your door — there are no hidden delivery charges at checkout.

Tracking gaps are unfortunately a normal part of international shipping, particularly when a parcel moves between countries or through customs. Here's how to interpret common tracking situations:

• No update for 2–4 days after dispatch: Usually means the parcel is in transit between origin and destination countries. This is normal — wait another 2–3 days before contacting us.
• Stuck at customs: Some parcels are held for routine inspection by customs authorities. This typically resolves within 3–7 days with no action needed from you.
• No update for 10+ days after dispatch: Contact us immediately at support@filmswear.com with your order number. We will open an investigation with the courier and update you within 48 hours.

Every Filmswear shipment is fully insured for the full order value. In the rare event of loss or transit damage:

• Lost parcel: If your parcel is confirmed lost by the courier (typically after 30 days with no movement), we will remake and reship your jacket at absolutely no cost to you.
• Damaged on arrival: Take photos of the outer packaging and the jacket immediately upon opening. Email us within 7 days of delivery with the photos and your order number. We will arrange a free replacement or full refund — your choice.
• Wrong item received: Contact us within 7 days with a photo of what you received. We will expedite the correct jacket and arrange collection of the wrong item at our expense.

We offer a 30-day return window from the date of delivery on all standard (non-custom) orders. To be eligible for a return, your jacket must be:

• Unworn and in original condition — no scent, marks, or signs of use
• With all original tags and labels still attached
• In its original packaging or equivalent protective packaging

To start a return: Email support@filmswear.com with your order number and the reason for return. Our team will reply within 24 hours with a Return Authorisation and shipping instructions. Please do not send items back without prior authorisation.

Return shipping costs are covered by the customer unless the return is due to a defect, wrong item, or transit damage — in which case we cover all costs.

Once we receive your returned jacket and confirm it meets our return conditions, refunds are processed as follows:

• Refund initiation: Within 2–3 business days of receiving and inspecting the returned item.
• Bank processing time: Once initiated, refunds appear on your original payment method within 5–10 business days, depending on your bank or card issuer.
• PayPal refunds: Typically processed within 3–5 business days.

You will receive a refund confirmation email the moment we process it. The total time from return delivery to money back in your account is usually 7–13 business days.

We accept all major payment methods globally:

• Cards: Visa, Mastercard, American Express — all via Stripe's encrypted gateway
• Digital wallets: Apple Pay, Google Pay
• PayPal: Including PayPal Buyer Protection on eligible orders

All transactions are PCI-DSS compliant and protected by 256-bit SSL encryption. Filmswear never sees, stores, or handles your card number at any stage — all card data is processed directly and exclusively by Stripe. Your financial information stays completely secure.

Yes — we offer both options for gift orders:

• Gift Cards: Digital Filmswear gift cards are available in multiple denominations and are delivered instantly by email to the recipient. They can be redeemed on any jacket in our collection with no expiry date.
• Gift Wrapping: Premium gift packaging is available as an add-on at checkout. Your jacket will be presented in a branded Filmswear gift box with tissue paper and a personalised message card if requested.
• Shipping to recipient: You can enter any delivery address at checkout — the jacket ships directly to the gift recipient. We never include invoices or price information inside the parcel.

Filmswear is an independent brand and is not affiliated with, endorsed by, or officially licensed by any Hollywood studio, film distributor, or intellectual property holder.

Our jackets are inspired by the iconic wardrobe moments seen in popular films and television. We design original leather jackets that capture the aesthetic and style of screen characters — we do not reproduce trademarked logos, licensed graphics, or official costume designs. All movie titles and character names referenced on our website are used solely for inspirational and descriptive reference and remain the property of their respective copyright owners.

This approach is standard practice in the fan fashion and pop-culture apparel industry, and our products are fully legal to produce and sell in all markets where we operate.

Our team is made up of real film fans who know our products inside out — and we answer every single message personally. No chatbots. No automated ticket systems. Just a fast, helpful human reply.

• Email: support@filmswear.com — include your order number in the subject line for order-related queries
• Response time: Within 24 hours, Monday to Saturday (9 AM – 6 PM UTC)
• For sizing queries: Include your chest, shoulder, and height measurements and we'll guide you to the perfect fit