Customer Help
How long does delivery take?
The current general target for many orders is approximately 10 to 13 working days in total, unless a different estimate is shown on the product page, at checkout or in your order confirmation.
How do I create an account?
You can create an account through the My Account page or, where available, during checkout. Guest checkout may also be available.
How do I change my shipping address?
Contact support@filmsjackets.com as soon as possible. We will try to update the address before dispatch but cannot guarantee a change after the parcel has been handed to the courier.
How do I track my order?
When tracking is available, we will send it to the email address or phone number used for the order.
Do you keep my card details?
We do not store full card numbers on our website. Payments are processed by the payment provider shown at checkout.
Who pays import duties and taxes?
For all delivery destinations worldwide, the customer is responsible for any applicable import duties, import taxes and courier customs-clearance or handling fees charged by the destination authorities or courier. These charges are separate from our product and shipping prices unless expressly collected and itemised at checkout. Customs rules and charges vary by destination; please check with your local customs authority before ordering. This does not affect taxes we are legally required to collect or your statutory consumer rights. See our Delivery & Shipping Policy.
Do you ship internationally?
We ship worldwide. Available destinations are shown at checkout and may change because of legal, courier or operational restrictions.
Will my order arrive in one parcel?
Usually, but we may use more than one parcel where necessary. We will not add an undisclosed extra delivery charge.
What is your returns policy?
Customers anywhere in the world can cancel a standard size order within 14 days of delivery. You pay the return postage and the jacket must come back unworn with tags attached. See the Returns, Refunds & Exchanges Policy for details.
I received the wrong or damaged item. What should I do?
Contact support@filmsjackets.com with your order number and, where helpful, photographs. We will investigate and arrange the appropriate remedy.
Where do I send a return?
Email support@filmsjackets.com and we will send you the return address. Please do not send parcels to our registered office, as it is not a returns address.
Can I cancel an order?
Contact us immediately. Standard online goods are subject to statutory cancellation rights where applicable and we do not charge a percentage cancellation fee simply for exercising those rights. Genuine personalised or made-to-measure goods can be treated differently.
Can I pre-order or request a custom item?
Yes, where a product or service is offered as a pre-order or custom order. Contact support@filmsjackets.com before ordering if you need a specific design, colour, measurement or deadline.
What if the size does not fit?
For a standard size item, you can ask for one exchange or return it within 14 days of delivery. You pay the postage both ways for an exchange. Made to measure orders cannot be returned for change of mind but are covered if faulty or not as described.