Help & FAQs
Help & FAQs
Most questions have a short answer. Here they are, grouped by what you are trying to do — and if yours is not here, a person will answer it directly.
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Ordering
How do I place an order?
Choose your size on the product page, add to bag, and check out. Card payment is handled securely by our payment provider — we never see or store card details.
Can I change or cancel my order?
If it has not shipped, yes. Message us with your order number as soon as possible and we will update or cancel it.
Do I need an account?
No. You can check out as a guest. An account only saves your details for next time and keeps your order history in one place.
I did not get an order confirmation.
Check the spam folder first, then message us with the email address used. If payment went through, the order exists and we will resend confirmation.
Can I order by WhatsApp instead?
Yes. Some customers prefer it, especially for sizing questions. Message us and we will guide you through it.
Payment & pricing
Which payment methods do you accept?
[List your accepted cards and methods here.] All payments are processed by [PAYMENT PROVIDER] over an encrypted connection.
Is the price I see the price I pay?
Yes. Duties and import taxes are included, so nothing extra is charged on delivery.
Which currency are prices shown in?
[CURRENCY] by default. [Describe your currency switcher if you have one.]
Is it safe to pay on this site?
Card details never touch our servers. They go directly to our payment provider, and we only receive confirmation that payment succeeded.
Do you run sales or discount codes?
Rarely, and never permanently. A price that is always discounted was never the real price.
Product & care
What leather do you use?
Full-grain — the outer layer of the hide with its natural grain intact. It is the highest grade and the only one that develops a patina instead of cracking. Not “genuine leather”, which despite the name sits near the bottom.
Why does the leather look slightly different from the photo?
Leather is a natural material. Grain, tone and small marks vary between hides — that variation is what full-grain looks like, and it is not a fault.
How do I care for my jacket?
Condition it two or three times a year, keep it away from direct heat, let it dry naturally if it gets wet, and store it on a wide hanger. That is the whole routine.
Can I wear it in the rain?
Light rain is fine — wipe it down and let it air. Leather is water-resistant, not waterproof, so heavy rain will eventually soak through.
How long will a Cordwain jacket last?
Decades with that small amount of care. Full-grain wears in rather than out.
Do you offer made-to-measure?
[Yes — send your measurements and we confirm price and lead time before anything is cut. / State your position here.]
After your order
How do I track my parcel?
A tracking link is emailed the moment the parcel leaves us, and it stays live to your door. If it has gone quiet for more than [X] days, message us and we will chase it.
My parcel is delayed. What now?
Customs can occasionally add a few days. If tracking has not moved in [X] days, send us your order number and we will open an enquiry with the courier.
Something arrived damaged or faulty.
Email [EMAIL] with photographs and your order number. Genuine faults in stitching, hardware or hide are repaired, replaced or refunded.
I received the wrong item.
Message us straight away. We cover return postage on our mistakes and send the correct piece as a priority.
Can I get a replacement part or repair?
[State your position — for example, hardware replacement or repair service, and whether it is chargeable.]