Frequently Asked Questions-FAQs

1- How to make the payment?

We offer several secure payment methods, including VISA, MasterCard, American Express, Discover, Google Pay, and Apple Pay. You can rest assured that your payment information is protected by SSL encryption.

2- How do I know which size would fit me perfectly?

To ensure you receive the best-fitting product, we recommend checking our size guide. If you’re still unsure about your size after consulting the chart, don’t hesitate to reach out to our customer support team. Leave a message here indicating that you’re unsure about your size, and our dedicated support agents will be happy to assist you in selecting the perfect fit.

3- Can I return the product if I don’t like it or if it doesn’t fit me perfectly?

To guarantee customer satisfaction, we offer a 30-day return policy. You can return or exchange regular orders within 30 days of delivery for a full refund or exchange.
Terms and Conditions for Returns:

After we receive and inspect your returned item, we’ll process your return within ten business days.
Standard-sized orders are eligible for a full refund or exchange.
We may refuse returns or refunds that don’t meet this policy.

4- How long would it take for a product to be received at my place?

Our orders are made to be ordered and are shipped within 10-15 business days. It will be dispatched within 5-7 business days, and delivered within 5-8 business days.

5- Does free shipping apply to all countries?

We offer free shipping to all countries worldwide.

6- What should I do if my order hasn’t been delivered yet?

To track your order, visit our My Order page and enter your Order ID and Billing Email. Your tracking link will show you the current status of your order. If your order hasn’t arrived by the estimated delivery date, please contact us.

7- What do I do if I receive a faulty item in my order?

If you receive a faulty item, please contact our customer care team immediately with your order number, the faulty item’s name and number, and a description of the fault (with photos). We’ll respond within 24 hours and send you a replacement as soon as possible.

8- Why was my payment declined? What should I do?

Your payment may have been declined due to any of the following reasons:

Incorrect billing address and phone number:
Please ensure that the billing address you have on file in your account matches the address associated with your payment method.

Credit card limit reached:
Your credit card may have reached its daily or total spending limit. Please check your credit card limit and consider reducing your daily spending or using a card with a higher limit.

Credit/Debit card number:
Please verify that the credit card or debit card number you entered is accurate and current.

Credit/Debit card expiration date:
Check the expiration date on your credit card or debit card. If your card has expired, please update your payment information.

9- Will my parcel be charged customs and import charges?

In most cases, customs or import duties may be applied to your order once it arrives in your country. You will be responsible for paying these fees, regardless of whether you’re a retail or wholesale customer. Unfortunately, The Jacket Mart cannot predict these costs as customs policies and duties vary greatly between countries.
To avoid any surprises, we recommend contacting your local customs office before placing your order. This will allow you to understand the potential additional charges you might encounter.