Frequently Asked Questions

Q1: How do I take accurate measurements before ordering?
A: Measure over light clothing with a flexible tape, then match your numbers to our size chart.
Q2: Are measurements in inches or centimeters?
A: All measurements on our size charts are listed in inches. Contact us for help converting to centimeters.
Q3: Do you take custom orders for cosplay outfits?
A: Yes, we accept custom cosplay orders. Visit our Custom Jacket page and email your design and measurements to get started.
Q4: How do I order a custom leather jacket?
A: Visit our Custom Jacket page and email sales@excellentleathershop.com your design and measurements. We confirm details before production starts.
Q5: What if I receive the wrong size on a custom order?
A: Contact customer service with your order number immediately. We’ll review the issue and arrange a correction or swap.
Q6: How long does custom order processing take before shipping?
A: Custom orders take 4 to 6 weeks to process. Contact us for updates on rush or in-progress orders.
Q7: How long does shipping take once my order ships?
A: Delivery time varies by destination. See our Delivery & Shipping Policy page for estimated windows after dispatch.
Q8: How can I track my order?
A: Email sales@excellentleathershop.com with your order number once your order ships, and we’ll send your tracking link.
Q9: Is return shipping free for a size exchange?
A: Return shipping for size exchanges is typically paid by the customer. Contact us to confirm terms for your order.
Q10: Will you send a free replacement for a size swap?
A: Replacements for size swaps are arranged case by case. Contact customer service to confirm eligibility.
Q11: Do you have a size exchange or size change policy?
A: Yes, eligible items can be exchanged for a different size. Contact us with your order number to start the swap.
Q12: Do you make TV, movie, or game-inspired costumes?
A: Yes, we create screen-accurate costumes and jumpsuits inspired by popular films, games, and TV shows—browse our TV series collection or contact us for a custom request.
Q13: Can I return a custom-made product?
A: No, custom-made products are non-refundable, non-returnable, and non-exchangeable, though we’ll help resolve sizing or defect issues.
Q14: How does your return policy work?
A: Full return and refund terms are on our Return / Refund Policy page. Contact us to start a return.
Q15: Do you charge extra for custom embroidery or patches?
A: Personalization options like embroidery and patches may include an additional fee, confirmed with you before production begins.
Q16: Who do I contact for customer service?
A: Email sales@excellentleathershop.com or call +1 713 919 5660. Our team responds and guides you through next steps.
Q17: How do I check the status of my support case?
A: Email us at sales@excellentleathershop.com with your order number. Our team will reply with the current status.
Q18: What is your typical email response time?
A: We reply within 12 hours. Mark urgent shipping or customs issues in your subject line for priority.
Q19: Can I get a refund instead of an exchange?
A: Refund eligibility depends on the item and reason for return; see our Return / Refund Policy page for details.
Q20: What if my shipment had a customs clearance error?
A: Contact customer service with your order and shipment details. We’ll review the clearance issue and advise next steps.
Q21: What if I haven’t received a reply to my inquiry?
A: Email us again with your original message and order number so we can locate and prioritize your case.
Q22: Can I pay with PayPal?
A: PayPal isn’t available directly at checkout. Send us your selected product and PayPal email at sales@excellentleathershop.com, and we’ll manually send an invoice you can pay through PayPal.
Q23: Can you make a custom item from an image I provide?
A: Yes, send us your reference image via email at sales@excellentleathershop.com, and we’ll assess feasibility, pricing, and timelines for your custom order.
Q24: When can I use a seasonal or holiday coupon code?
A: Seasonal and holiday coupon codes are valid only during their promotional window. Follow us on social media for current offers, or contact us to confirm an active code and its expiry date.
Q25: Are your prices in USD?
A: Yes, all prices are in US dollars.
Q26: Do you ship to countries or cities affected by war or conflict?
A: We ship worldwide, with the exception of countries or cities currently affected by war or conflict-related restrictions. If you’d like more info about shipping to your location, contact us.