Frequently Asked Questions

Welcome to the LeatherHex FAQ page. Here you can find answers to common questions about our jackets, sizing, custom size options, shipping, delivery, returns, refunds, payments, and customer support.

If you cannot find the answer you need, please contact us at [email protected].

1. General Questions

What is LeatherHex?

LeatherHex is an online outerwear store offering university jackets, varsity jackets, letterman jackets, satin jackets, costume jackets, biker jackets, motorcycle jackets, leather coats, and fashion outerwear for men and women.

What type of jackets do you sell?

We sell a variety of jacket styles, including university-style jackets, varsity jackets, satin jackets, wool and leather-sleeve jackets, biker jackets, motorcycle jackets, racer jackets, costume jackets, cosplay-style outerwear, leather coats, and statement fashion jackets.

Do you sell men’s and women’s jackets?

Yes. LeatherHex offers jacket styles for men and women. Some products may also be suitable as unisex outerwear depending on the style, fit, and measurements. Please check the product description and size chart before ordering.

Where is LeatherHex located?

LeatherHex
Building Q-05 Shop 10
France Cluster
Dubai, 25314
United Arab Emirates

How can I contact LeatherHex?

You can contact us by email at [email protected]. Please include your order number if your question is related to an existing order.

2. Product Questions

Are product photos accurate?

We try to display product images, colors, details, and descriptions as accurately as possible. However, slight differences may occur due to lighting, photography, screen settings, material finish, or production variation.

Can the color look slightly different in person?

Yes. Product colors may appear slightly different depending on your screen brightness, display settings, lighting conditions, and material texture. Color names are provided as general guidance.

What materials are used in your jackets?

Material depends on the specific product. Some jackets may use leather, faux leather, wool, satin, cotton, fleece, denim, polyester, suede, or fabric blends. Please check the product page for available material options.

Do your jackets have pockets and inner lining?

Most jackets include practical pockets and inner lining, but details may vary by style. Please review the product description and images for specific jacket features.

Can I choose size, material, or color?

Many products include selectable options such as size, material, and color. Available options are shown on the product page before checkout.

3. Sizing Questions

How do I choose the right size?

Please check the LeatherHex size chart before placing your order. We recommend comparing your chest, shoulders, sleeve length, and jacket length with the size guide.

Should I choose one size up?

If you prefer a relaxed fit or plan to wear the jacket over hoodies or sweaters, choosing one size up may be helpful. For biker and motorcycle styles, check the chest and shoulder measurements carefully because these designs may have a closer fit.

What measurements should I check before ordering?

The most important measurements are chest, shoulders, sleeves, waist, and jacket length. These measurements help you choose a better fit and reduce the chance of sizing issues.

Do jacket sizes vary by style?

Yes. A varsity jacket may have a more relaxed fit, while a biker jacket may have a more structured fit. Always check the size chart and product description before ordering.

What should I do if I am between two sizes?

If you are between two sizes, review the product style and your preferred fit. For a more comfortable or layered fit, the larger size may be better. For a closer fit, choose according to your actual measurements.

4. Custom Size Questions

Do you offer custom size?

Custom size may be available on selected products. If custom size is available, it will appear as an option on the product page.

What measurements are needed for custom size?

For custom size, you may need to provide measurements such as chest, waist, shoulders, sleeves, jacket length, and height. Please provide accurate measurements to help us prepare the order correctly.

Can I return a custom-size jacket?

Custom-size jackets are prepared according to the measurements provided by the customer and may not be eligible for return or exchange unless there is a confirmed defect or order error.

Is there an extra charge for custom size?

If a custom size fee applies, it will be shown on the product page or during checkout before payment is completed.

5. Ordering Questions

How do I place an order?

Select the product you want, choose the available size, material, color, or other options, add the item to your cart, and complete checkout using the available payment method.

Can I change my order after placing it?

Please contact us as soon as possible if you need to change your order. We can only make changes if the order has not entered processing, preparation, customization, packing, or shipping.

Can I cancel my order?

Orders can only be cancelled if they have not yet been processed, prepared, customized, packed, or shipped. Once processing has started, cancellation may no longer be possible.

Will I receive an order confirmation?

Yes. After placing an order, you should receive an order confirmation email at the email address provided during checkout.

What if I entered the wrong email or shipping address?

Please contact us immediately at [email protected]. We can only update information if the order has not yet been processed or shipped.

6. Payment Questions

What payment methods do you accept?

Available payment methods are shown at checkout. Payment must be completed before an order can be processed.

Is checkout secure?

LeatherHex uses secure checkout through available payment providers. Payment details are processed through payment services, and LeatherHex does not intentionally store full card numbers or card security codes.

Why was my payment declined?

Payments may be declined by the card provider, bank, payment gateway, fraud prevention system, or due to incorrect billing details. Please check your information or contact your payment provider.

Can an order be held for verification?

Yes. Some orders may require verification for payment security, fraud prevention, address confirmation, or order accuracy. We may contact you if additional confirmation is needed.

7. Shipping Questions

Do you offer worldwide shipping?

LeatherHex ships to selected local and international destinations. Shipping availability may depend on your country, courier coverage, product type, and delivery address.

How long does order processing take?

Most orders are processed within 5 to 8 business days. Some products may take longer depending on availability, selected options, size, material, customization, or order volume.

How long does delivery take?

Delivery time depends on your destination, courier service, customs clearance, and local delivery conditions. Estimated delivery times are guidance only and may vary.

Will I receive tracking information?

Yes. Once your order has shipped, tracking details will be sent to the email address provided at checkout where tracking is available.

Why is my tracking not updating?

Tracking updates may take several hours or more to appear after dispatch. Delays can also occur during courier transit, customs clearance, weekends, holidays, or local delivery processing.

Do I have to pay customs or import duties?

International orders may be subject to customs duties, import taxes, brokerage fees, or local charges. Unless clearly stated at checkout, these charges are the customer’s responsibility.

What happens if my package is returned to sender?

A package may be returned because of an incorrect address, missed delivery attempts, refusal of delivery, unpaid customs charges, or failure to collect from the courier. Reshipping may require an additional shipping fee.

8. Return & Refund Questions

Do you accept returns?

Eligible items may be returned within 30 days of delivery. The item must be unused, unworn, unwashed, unaltered, and in original condition.

How do I request a return?

Contact us at [email protected] with your order number, product name, reason for return, and photos if the item is damaged, defective, or incorrect.

Do I need approval before sending a return?

Yes. Please contact us before sending any item back. Returns sent without approval may not be accepted or processed.

Who pays return shipping?

For standard returns, the customer is responsible for return shipping costs unless the return is due to an error by LeatherHex, such as receiving an incorrect or defective item.

How will I receive my refund?

Approved refunds are issued to the original payment method used at checkout. Refund posting time may vary depending on your bank or payment provider.

Are original shipping charges refundable?

Original shipping charges, expedited shipping fees, customs duties, import taxes, and third-party charges may not be refundable unless the refund is required because of an error by LeatherHex.

Do you charge a restocking fee?

LeatherHex does not charge a standard restocking fee for eligible returns returned in original condition. However, items returned with signs of wear, damage, odor, stains, missing parts, or missing packaging may be refused or partially refunded.

Can I exchange my jacket for another size?

Exchanges may be available depending on product availability, product condition, and the reason for exchange. Please contact us before returning the item.

9. Damaged, Defective, or Incorrect Items

What should I do if I receive a damaged item?

Please contact us as soon as possible at [email protected]. Include your order number and clear photos of the product, damaged area, packaging, and shipping label where relevant.

What if I received the wrong item?

If you received an incorrect item, contact us with your order number and product photos. We will review the issue and provide the next steps.

What if there is a sizing issue?

If the size does not fit, contact us to review available options. Return or exchange eligibility depends on product condition, return window, and whether the item was standard size or custom size.

10. Care Questions

How should I care for my leather jacket?

Gently wipe the jacket with a soft cloth. Avoid harsh chemicals, bleach, direct heat, and soaking the jacket in water. Store it on a wide hanger in a cool, dry place.

Can I wash my jacket in a washing machine?

No. Leather, faux leather, wool, satin, and specialty jackets should not be machine washed unless the product label specifically allows it. Use gentle spot cleaning or professional care where needed.

How should I store my jacket?

Hang your jacket on a sturdy hanger to help maintain its shape. Keep it away from direct sunlight, excess moisture, and harsh heat.

11. Account and Website Questions

Do I need an account to place an order?

You may be able to place an order with or without an account depending on the checkout options available on the website.

I forgot my account password. What should I do?

Use the password reset option on the login page. If you still need help, contact us at [email protected].

Why am I seeing a 404 page?

A 404 page appears when a page has moved, been removed, or the URL is incorrect. You can return to the homepage or browse our main jacket collections.

12. Customer Support

When should I contact customer support?

You can contact us for help with product questions, size guidance, order status, shipping, tracking, returns, refunds, exchanges, damaged items, or website issues.

What should I include in my email?

For faster support, include your full name, order number, email used at checkout, product name, and a clear explanation of your question or issue.

How can I contact LeatherHex?

You can contact us by email:

Email: [email protected]

LeatherHex
Building Q-05 Shop 10
France Cluster
Dubai, 25314
United Arab Emirates

Effective Date: 2026