Welcome to The Prime Jackets. We have answered some of the most common questions about our products, orders, shipping, returns, refunds, and exchanges below.
If you cannot find the information you are looking for, please contact our customer support team.
Orders & Payments
How do I place an order?
Choose the product you would like to purchase, select the available options such as size, and add the item to your cart. Follow the checkout process to provide your shipping and payment information and complete your order.
What payment methods do you accept?
Available payment methods are displayed during checkout. Payment must be successfully authorized before your order can be processed.
Can I change my order after placing it?
If you need to make a change to an order, please contact us as soon as possible. Changes may not be possible once an order has entered processing or has been shipped.
Can I cancel my order?
You may request cancellation within 24 hours of placing your order for a full refund, provided the order has not shipped.
If cancellation is requested after 24 hours but before shipment, a 20% restocking fee may apply.
Once the order has been shipped, cancellation requests cannot be accepted.
What happens if my ordered item becomes unavailable?
If an item becomes unavailable before shipment, we may cancel the affected order. If payment has already been received, a refund will be issued to the original payment method.
Shipping & Delivery
How long does it take to process my order?
Orders generally require 2–3 business days for processing before shipment.
How long does delivery take?
After processing, the estimated transit time is generally 3–5 business days.
Delivery times may be affected by holidays, peak seasons, customs procedures, severe weather, or carrier-related delays.
Which shipping carriers do you use?
Depending on the destination and shipping arrangements, we may use DHL, FedEx, or UPS.
Do you ship internationally?
Yes. The Prime Jackets ships to customers in eligible destinations worldwide. Certain countries and regions are excluded from delivery.
Is shipping free?
Shipping is free for customers in the United States, United Kingdom, Canada, and Australia.
For eligible destinations outside these countries, a $15 shipping charge per order applies.
Do you deliver to P.O. Boxes?
No. The Prime Jackets does not deliver to P.O. Box addresses. Please provide a valid physical delivery address when placing your order.
Will I receive a tracking number?
Yes. Once your order has been shipped, tracking information will be provided so you can monitor the shipment.
Are customs duties and taxes included in the price?
Any customs duties, import charges, taxes, or other fees imposed by the destination country are the customer's responsibility unless otherwise stated at checkout.
What happens if I provide an incorrect shipping address?
Please make sure your shipping information is accurate before completing your order.
If an incorrect address results in a returned or undeliverable parcel and reshipment is required, the customer is responsible for the applicable reshipping cost.
What happens if I miss the delivery?
If the carrier makes multiple delivery attempts and the customer is unavailable or does not receive the package, the parcel may be returned to the sender.
Any further delivery or reshipping arrangements may be subject to applicable shipping charges.
What happens if my package is lost during shipping?
If a parcel is reported as lost by the carrier, we will cooperate with the customer and the shipping carrier to investigate the matter.
After the carrier investigation is completed, an appropriate resolution, such as a replacement or refund, may be provided depending on the circumstances and investigation outcome.
Can delivery take longer during holidays or peak seasons?
Yes. Our normal delivery estimates are provided as a guide. Public holidays, peak shopping periods, severe weather, customs procedures, and carrier delays may occasionally extend the delivery timeframe.
Returns, Refunds & Exchanges
How long do I have to return an order?
Eligible items can be returned within 30 days from the date of delivery.
What condition must an item be in to qualify for a return?
The item must be returned in its original condition. It must be unworn, unused, clean, undamaged, and have its original tags attached.
The item should also be returned with its original packaging and without any alterations, stains, odors, washing, damage, or other signs of use.
How do I request a return?
Before sending an item back, please contact our support team and explain the reason for your return. Depending on the situation, we may request photographs, videos, or other information to help us review the request.
Do not send a return to an address without first contacting us.
Where should I send my return?
After your return request has been reviewed and approved, we will provide the appropriate return address.
Our return facilities are located in Pakistan, the United States, the United Kingdom, and the Netherlands. You must send the return to the address provided by our team.
Who pays the return shipping cost?
The customer is responsible for the cost of returning an item, regardless of the eligible destination from which the order was originally delivered.
How long do I have to send my approved return?
Once your return has been approved, there is no fixed deadline for sending the item back. However, we recommend returning it as soon as reasonably possible.
How long does a refund take?
After the returned item reaches us, it will be inspected.
Once the return has been approved, the refund will be issued within 7 business days.
Your bank or payment provider may require additional time to make the funds available in your account.
How will I receive my refund?
Approved refunds are issued to the original payment method used for the purchase.
Can I exchange my order?
Yes. Eligible items may be exchanged within the applicable 30-day return period, provided the original item meets our return and exchange requirements.
What happens if the replacement item costs less?
If the replacement product costs less than the original product, the difference will be refunded to the customer.
What happens if the replacement item costs more?
If the replacement product costs more than the original product, the customer must pay the difference before the exchange can be completed.
Who pays shipping for an exchange?
The customer is responsible for shipping the original item back to us.
For the replacement product:
- United States, United Kingdom, Canada, and Australia: we will cover the shipping cost for the replacement item.
- Other eligible countries: the customer is responsible for the applicable shipping cost for the replacement item.
Are custom-made orders eligible for return, refund, or exchange?
No. Custom-made or personalized orders are not eligible for return, refund, or exchange.
What if my order arrives damaged or defective?
Please contact us as soon as possible and provide clear photographs and/or video showing the issue.
We will investigate the matter. If the issue is determined to have resulted from our side, we will accept responsibility and provide an appropriate resolution.
If the damage appears to have resulted from customer handling or the carrier, we will cooperate with the customer and carrier to help investigate the matter.
What if I receive the wrong product?
Please contact our support team before returning the item and provide your order details along with photographs or other relevant information.
We will review the issue and work with you toward an appropriate resolution.
Products & Sizing
Do you offer customised sizing?
Yes. Customized fit options are available for eligible products. Please check the individual product listing or contact our support team before ordering if you require a customized fit.
What sizes are available?
Our available sizing can vary by product. We offer sizes ranging from XS to 4XL on applicable products. Please always check the sizing information provided on the individual product page.
Are your jackets handmade?
Many of our products are handmade as part of our manufacturing process. This allows our craftsmen to pay close attention to construction and finishing details.
What materials do you use?
Material information is provided on individual product pages. For our leather products, we use full-grain natural leather where specified.
Do your products use YKK zippers and buttons?
Where specified for the product, we use quality YKK zippers and buttons as part of the finishing process.
General Questions
Do you accept orders from every country?
No. We ship to many international destinations, but certain countries and regions are excluded from delivery due to shipping and operational restrictions.
Please check our Shipping Policy or contact us before ordering if you are unsure whether we can deliver to your location.
How can I contact The Prime Jackets?
You can contact our support team using:
Email: support@theprimejackets.com
Phone: +44 7476 888071
Business Hours: Monday – Friday, 9:00 AM – 5:00 PM
You can also use the contact form available on our website.
Still Have a Question?
If your question is not answered here, our customer support team is available to assist you.
Please provide your order number when contacting us about an existing order so we can locate your purchase more efficiently.
The Prime Jackets
ZING APPAREL LTD