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Returns, Refunds & Exchanges Policy

Last updated: 4 October 2026

Summary

  • Customers anywhere in the world can cancel a standard size order within 14 days of delivery.
  • You pay the return postage and must use a tracked service.
  • Jackets must come back unworn with all tags attached. We reduce the refund for any wear or damage.
  • Made to measure and personalised orders cannot be returned for change of mind.
  • If an item is faulty or wrong, we cover the return cost.

1. Cancelling a standard size order

Wherever you live, you can cancel a standard size order within 14 days, starting the day after you receive it. To cancel, email support@filmsjackets.com or use our cancellation form. You must then send the item back within 14 days of telling us.

We do not accept change of mind returns after this 14 day period.

2. Condition of returns

You may try the jacket on as you would in a shop. Keep all tags attached and return the jacket in its original packaging with any accessories.

We inspect every return when it arrives. If the jacket has been worn, altered, marked, stained, scented or damaged, or if tags or packaging are missing, we will reduce the refund by the loss in value. Where the jacket can no longer be sold, this can be up to its full price.

3. How to return

Email support@filmsjackets.com with your order number and the item you are returning. We will send you the return instructions and the return address. Do not send returns to our registered office.

4. Return postage

For change of mind returns, you pay the return postage. You must use a tracked service and keep your proof of postage. The parcel is your responsibility until it reaches us, so we recommend insuring it for its full value.

If the item is faulty, damaged on arrival, not as described or not what you ordered, we will cover reasonable return costs.

5. Refunds

We refund the price of the item and the cost of our cheapest standard delivery option. Any extra you paid for faster delivery and the cost of returning the item are not refunded.

We refund within 14 days of receiving the item back, or within 14 days of you sending proof of postage if that is sooner. Refunds go to your original payment method.

6. Exchanges

We may offer one exchange per order for a different standard size of the same jacket, if you ask within the 14 day cancellation period. You pay the postage to send the item back and the delivery cost of the replacement. If the new item costs more, you pay the difference. Please check our Size Guide before ordering.

One size per design. Each jacket is made to order, so we accept one size per design in each order. If you order the same jacket in more than one size, we will contact you to confirm one size and refund the others before production starts. Not sure of your size? Email us your measurements at support@filmsjackets.com before ordering and we will help you choose.

7. Faulty, damaged or wrong items

Contact us as soon as possible, ideally within 48 hours of delivery, with your order number, a description of the problem and photos of the item and packaging. Depending on the issue, we will repair, replace or refund the item as required by law.

8. Made to measure and personalised orders

Orders made to your own body measurements, or with personalisation such as custom embroidery, a name or a design you request, are made specially for you. They cannot be cancelled or returned for change of mind once production has started. This does not affect your rights if the item is faulty or not as described.

9. Changing or cancelling your order

You can change or cancel your order free of charge within 48 hours of placing it. After 48 hours your jacket goes into production.

Made to measure and personalised orders cannot be cancelled once production has started.

Standard size orders can still be cancelled after this under your legal rights. Please contact us as early as possible.

Once your order has been shipped, we cannot stop or recall the parcel. You can return it after delivery under section 1, and you pay the return postage.

10. International customers

If you live outside the UK, any rights you have under your local consumer law still apply.

11. If your order has not arrived

Check the tracking details we sent after dispatch. If the estimated delivery date has passed or tracking has stopped updating, email support@filmsjackets.com with your order number so we can investigate with the courier. See our Delivery & Shipping Policy for delivery information.

Contact

Returns and customer support: support@filmsjackets.com