Refund & Return Policy
Every Filmswear jacket is handcrafted with care — and we stand behind every single one. If something is not right with your order, we are here to fix it quickly and fairly.
Overview & Our Commitment
At Filmswear.com, every jacket is individually handcrafted on order by skilled artisans using premium genuine leather. Because we follow a Made-to-Order model — meaning your jacket is built from scratch after you place your order — our return process is slightly different from standard off-the-shelf retailers.
We stand fully behind the craftsmanship and quality of every piece we ship. If your jacket arrives with a manufacturing defect, is the wrong item, or was damaged in transit, we will make it right — fast, fully, and without hassle. Your satisfaction is our priority.
Because every jacket is custom-made for you, we ask all customers to carefully review the size chart, product description, and customization details before completing their 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 odours
- Undamaged — no cuts, tears, scratches, or personal modifications
- In its original packaging with all hang tags still attached
- Reported within 30 days of the confirmed delivery date
- Submitted with a valid order number and proof of purchase
- Worn, washed, dry-cleaned, or altered in any way
- A fully custom order with personalized measurements, embroidery, or unique modifications
- Reported more than 30 days after the confirmed delivery date
- Shipped back without prior authorization 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 and fully guided. Follow these four steps carefully to ensure your return is handled without any delays:
Contact Our Support Team First
Email us at support@filmswear.com within 30 days of delivery. Include your order number, reason for return, and clear photos if the item is defective or incorrect. Do not ship anything back before this step.
Receive Your Return Authorization (RA)
Our team will review and respond within 1–2 business days. If approved, we will send you a Return Authorization (RA) number along with full packing and shipping instructions. This number is required on your return parcel.
Pack Securely & Ship
Repack your jacket carefully in its original packaging. Write your RA number clearly on the outside of the parcel. Ship using a trackable courier service and save your tracking number — we are not responsible for parcels lost in transit without tracking.
Refund or Exchange Dispatched
Once we receive and inspect your return — usually within 2–3 business days — we will immediately process your refund to the original payment method, or dispatch your replacement jacket fresh from our artisans.
Any item shipped back without a valid Return Authorization (RA) number will not be accepted. This protects both you and us. Unauthorized returns may be refused at our warehouse, causing significant delays and additional courier costs on your end.
Refund Policy
Once your return is received and inspected at our facility, you will receive an email confirmation. Refunds are then processed according to the reason for return, as outlined in the table below:
| Return Reason | Refund Type | Processing Time | Return Shipping |
|---|---|---|---|
| Manufacturing defect or damage | Full Refund | 3–5 business days | Paid by Filmswear |
| Wrong item received | Full Refund | 3–5 business days | Paid by Filmswear |
| Item significantly not as described | Full Refund | 5–7 business days | Paid by Filmswear |
| Size issue — standard order only | Free Exchange | After return received | Paid by Customer |
| Change of mind | Store Credit | 5–7 business days | Paid by Customer |
| Custom / bespoke personalized order | Not Eligible | — | — |
All approved refunds are returned to your original payment method (credit card, PayPal, etc.). Please allow 3–7 business days for the funds to appear, depending on your bank or payment provider's processing times.
If you opt for store credit instead of a refund, we will add an additional 10% bonus on top of your refund value as a thank-you. Store credit never expires and applies to any future Filmswear order worldwide.
Exchange Policy
We offer free exchanges on standard-size orders if the fit is not right. Since every replacement jacket is also handcrafted fresh on order, please allow the standard production time of 12–15 business days for your exchange to be made and shipped.
- Size Exchange: Available on all standard-sized jackets, within 30 days of delivery. Simply return the original and we will craft your new size.
- Style Exchange: Want a different design? You can exchange for another jacket of equal or greater value — just pay the price difference if applicable.
- Colour Exchange: Available if your requested colour is offered for the same jacket model at the time of exchange.
- Delivery Time: Please allow 12–18 business days from the date we receive your return, as each replacement is freshly handcrafted.
- Custom Orders: Exchanges are not available on bespoke or fully personalized orders under any circumstances.
Custom & Bespoke Orders
Filmswear is built on the philosophy of Made-to-Order craftsmanship. Many of our customers request jackets with specific body measurements, custom lining, personal embroidery, or character-accurate modifications. These orders are deeply personal — and therefore governed by stricter terms:
- Fully personalized orders (custom fit, embroidery, name tags) are non-refundable once production begins
- 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 assist 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 is designed to help you find the right fit without customization, and our support team can walk you through it before you order.
Return Shipping Costs
Who covers the cost of return shipping depends on why you are returning the item. Here is a clear breakdown:
- Filmswear covers all return shipping costs when the item is defective, damaged in transit, or the wrong product was sent to you.
- Customers cover return shipping costs for size exchanges and change-of-mind returns. We recommend using an affordable tracked service such as Royal Mail (UK), USPS (USA), or Canada Post.
- Always use a trackable service. Filmswear cannot be held responsible for items lost during return transit without a tracking number.
- Return shipping fees paid by the customer are non-refundable, unless the return is due to an error on our part.
- For USA, UK, and Canada customers returning defective or incorrect items, we will provide a prepaid return label upon request — no out-of-pocket cost for you.
Order Cancellation
Because every Filmswear jacket enters production quickly after ordering, our cancellation window is short. If you need to cancel, please act as soon as possible:
- Within 24 hours of placing your order: Full cancellation with a 100% refund. No questions asked, no fees charged.
- Between 24–48 hours: Production may have already started with material selection. Cancellation may still be possible — contact us immediately and we will do our best.
- After 48 hours: Tailoring has likely begun. Cancellation is generally not possible. You may initiate a return after your order is delivered.
- After dispatch: Orders that have already been shipped cannot be cancelled. Please wait for delivery and contact us to start a return.
To request a cancellation, email support@filmswear.com immediately with your order number in the subject line: "CANCEL – Order #XXXX".
Damaged or Defective Items
Every Filmswear jacket goes through a thorough Quality Control inspection before it leaves our workshop. However, in rare cases, damage can occur during international transit. If your order arrives in an unsatisfactory condition:
- Contact us at support@filmswear.com within 7 days of delivery.
- Attach clear, well-lit photographs of the defect or damage, along with a photo of the outer packaging.
- We will offer you a free replacement jacket or a full refund — your choice, no arguments.
- In most defect cases, you will not be required to return the damaged item. We will confirm this in our response email.
If a defect is confirmed on our end, 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 of charge, every single time.
International Orders & Customs
Filmswear ships to over 30 countries, with primary focus on USA, UK, Canada, and the European Union. If you are an international customer returning an order, please keep these points in mind:
- Customers outside the UK are responsible for return shipping costs, unless the item is defective or the wrong product was sent.
- Import duties, customs fees, and local taxes paid at the time of delivery are non-refundable by Filmswear. These are determined by your country's customs authority and are outside our control.
- When returning an item, mark the customs declaration as "Returned Goods — No Commercial Value" to avoid additional duties being charged on the return shipment.
- Filmswear is not liable for delays caused by customs inspections during the return journey.
- EU customers: Under EU consumer law, you have the right to return standard (non-custom) orders within 14 days of delivery. Our 30-day policy extends beyond this minimum and applies in full.
International returns can feel complicated. Don't worry — our support team will guide you through every step, from choosing the right courier to filling out the customs form correctly. Just email us and we will take it from there.
Contact & Support
Our customer support team is available Monday to Saturday, 9 AM – 6 PM (PKT / Pakistan Standard Time). We aim to respond to all emails within 24 hours, usually much sooner. When emailing us, please always include your order number for faster service.