Frequently Asked Questions

Simply browse our collection, select your size and colour, and add the item to your cart. Proceed to checkout, enter your shipping details and payment information, and your order will be confirmed with an email receipt immediately.

You can modify or cancel your order within 12 hours of placing it. After this window, the order enters production and cannot be changed. Contact support@blackstonejackets.co.uk as soon as possible if you need to make changes. Under the Consumer Contracts Regulations 2013, you also have a 14-day statutory right to cancel any online order from the date of receipt.

We accept all major credit and debit cards (Visa, Mastercard, American Express), PayPal, Apple Pay, Google Pay, and bank transfers. All transactions are secured with SSL encryption through Stripe.

Yes — you will receive an email confirmation immediately after placing your order. A second email with your tracking number will be sent once your order is dispatched. Please check your spam or junk folder if you don't see it within a few minutes.

Absolutely. We use Stripe for payment processing, which is PCI-DSS Level 1 certified. We never store your card details on our servers. All data is encrypted with 256-bit SSL encryption.

Yes! You can add a gift message and premium gift packaging at checkout. All orders come in our signature Blackstone Jackets box, but the gift option includes ribbon, tissue paper, and a handwritten note card.

We ship within the United Kingdom only. Handling time: 1–2 business days to process and pack your order. Transit time: 2–4 business days for UK mainland via Royal Mail or DPD. Overall delivery: typically 3–5 business days from order to your door.

Yes — we offer free standard shipping on all orders within the UK mainland, with no minimum purchase required. Express and next-day delivery options are available at checkout for faster delivery.

Once your order is dispatched, you'll receive a tracking number via email within 24 hours. Use our Track Order page to see real-time delivery status, or track directly on the Royal Mail, DPD, or DHL website depending on which carrier is handling your parcel.

Currently, we only ship within the United Kingdom. We are working on expanding our shipping to international destinations in the future. Sign up for our newsletter to be notified when international shipping becomes available.

We use Royal Mail, DPD, and DHL for all UK deliveries. The carrier is selected based on your location and chosen delivery speed to ensure the fastest and most reliable service. Your dispatch email will confirm which carrier is handling your order.

Tracking updates can take 24–48 hours after dispatch to appear in the system. If your tracking hasn't updated after 3 business days, please contact us at support@blackstonejackets.co.uk with your order number and we'll investigate with the carrier immediately.

We accept returns within 30 days of delivery on unworn items in original condition with all tags attached, for UK orders only. Custom and made-to-measure items are non-returnable unless faulty. Your statutory rights under the Consumer Rights Act 2015 always apply and are not affected by this policy. See our full Returns Policy for details.

Email support@blackstonejackets.co.uk with your order number and reason for return. We'll send you a Return Authorisation (RA) number within 24–48 hours along with return instructions. Do not send items back without an RA number as unauthorised returns may be refused.

Once we receive and inspect your return, refunds are processed within 5–7 business days to your original payment method. Your bank or card issuer may take a further 3–5 days to clear the funds. You'll receive a confirmation email once the refund has been issued.

Yes — size and colour exchanges are available within 30 days of delivery for UK orders, subject to stock availability. Follow the standard return process and specify the size or colour you need. We also offer made-to-measure custom sizing — email us with your measurements. If the requested size is out of stock, we'll offer a full refund or store credit.

For standard change-of-mind returns, the customer is responsible for return postage. We recommend using Royal Mail Tracked 48 and keeping your proof of postage. If your item arrived damaged, faulty, or not as described, we will cover all return postage costs with a prepaid label and issue a full refund or replacement — your choice.

We use premium full-grain genuine leather sourced from certified tanneries. Each hide is hand-inspected for quality before crafting begins. We do not use bonded leather or synthetic alternatives in our main collection.

Clean with a damp cloth and mild leather cleaner. Condition every 3–6 months with a quality leather conditioner to prevent drying and cracking. Store in a cool, dry place away from direct sunlight. Never machine wash or tumble dry. If wet, allow to air dry naturally away from direct heat sources.

Yes — genuine leather naturally breaks in and softens with wear, conforming to the shape of your body. This is a feature, not a flaw. A leather jacket gets better with age and develops a unique patina that makes it truly yours.

We are committed to responsible sourcing. Our leather is sourced from tanneries that comply with international environmental and ethical standards. We work with suppliers who prioritise fair labour conditions and sustainable practices throughout the supply chain.

Currently our main collection focuses on genuine leather. We are exploring high-quality vegan alternatives and may introduce them in a future collection. Contact us if you have specific requirements and we'll try to accommodate where possible.

With proper care, a Blackstone Jacket is designed to last 10–20+ years. Full-grain leather is one of the most durable materials available, and our construction standards mean seams, zippers, and hardware are built to withstand years of regular wear.

Yes — we offer fully custom and made-to-measure jackets. You can specify your exact measurements, choose leather type, colour, lining, hardware, and other details. Email support@blackstonejackets.co.uk or visit us in person at our East Ham store to start the process.

Custom orders typically take 3–6 weeks to produce, depending on complexity and current order volume. We'll give you a specific timeline when your order is confirmed. Rush orders may be available for an additional fee — contact us to discuss.

Custom and made-to-measure orders are final sale and cannot be returned for preference reasons. However, if the item arrives with a manufacturing defect or is not as described, your rights under the Consumer Rights Act 2015 apply in full and we will remake or refund it at no cost to you.

Yes — we offer competitive pricing for bulk orders of 5+ units. For wholesale and B2B enquiries, email support@blackstonejackets.co.uk with your requirements and we'll send a custom quote within 48 hours.

Yes — we can add custom embroidery, patches, screen printing, and brand logos to jackets. This is especially popular for team uniforms, corporate gifting, and fashion labels. Minimum order quantities apply for branded work. Get in touch to discuss your requirements.