WAXED WILLS JACKETS
• Hi! I recently found out about your Wills Jacket, how do I order one?
The Wills Jacket (specifically, the Waxed Wills Jacket) is available to order on a specific date / time each month. We disclose this information in our monthly newsletter, which is sent out within the first few days of each month. You can sign up via email at the bottom of our website! (Note: when you order you are placing a deposit. There will additionally be a final payment, which will be sent when your jacket is nearing completion! You can find more details on the process on the Waxed Wills Jacket product page.)
• But what if I want / can pay for one right now?
To keep the ordering as fair as possible, we don’t take any orders outside of the monthly deposit date.
• Is there a wait list I can sign up for?
No — we have never had a wait list nor do we plan on having one. To be transparent, there is high amount of interest around this jacket and the wait list would grow too long to really be useful. This is more or less how the mailing list serves, and we promise we don’t send a bunch of emails. Just the monthly newsletter with Wills info right at the top, and maybe a few other product blurbs throughout the month.
• But I like really, really want it…
We appreciate your interest, truly! We have put a lot of thought into how to do the ordering for the Wills Jacket. We are just still in a sweet n’ sour spot of a high demand with a limited production capacity for the jacket. Again, just trying to keep things as fair as possible and we have decided this is the best system for now.
• I signed up for the newsletter but have never received anything, what in the heck??
Check your spam folder! Some of our emails get booted there (i.e. newsletters, emailed invoices, shipping confirmations). You can also always try signing up again, in case you were unsubscribed somehow. If you still cannot find anything and have had multiple months of not receiving it, feel free to send us an email and we can check your email address against our list.
• I plan on ordering a jacket / I got an order in but am unsure of sizing help!
On the Waxed Wills Jacket page, there is a link for our fit page that includes body and garment measurements. Body measurements (around the chest, length of arms) are a good start to find what jacket you may need, but it is best to compare garment measurements. This is because you want to find the correct fit, which could be based on preference — you may want a more trim silhouette, or extra room for layering. We recommend measuring a jacket you own and love the fit of, that ideally is a comparable style to the Wills.
Providing your weight and height are not great for determining size, since every body is built / proportioned differently, and again may come down to individual fit preference. Take measurements!
• What if my arms are freakishly long / short / I have other sizing concerns?
First, your body is perfect no matter what. Second, fear not! We have an option for custom measurements, within some reason. We ask a $50 fee since the jacket will have to be cut / handled differently within our production line. Please email us as we can talk further details. Customization does not include changes to the design of the jacket, such as adding / swapping / removing pockets, labels, snaps, material type, etc.
OTHER PRODUCTS / INFO
• When will you have more of 'X' item restocked? (i.e. jeans, wallets, hats)
It depends on the item. Certain products, like the Hawkins Gloves, we will restock regularly as we can. They require some coordination and time to get the materials or to start production at other locations. Other products, like the Veg Tan Leather Wills Jacket, are a special edition item and may never be made again. This is usually due to a limited material quantity that we obtained and then made as much of the product as we could — but unfortunately once it's gone it's gone. We try our best to keep people informed on product restocks and availability through our mailing list (often in the monthly newsletter) and Instagram. As always, we can answer specific product questions through email.
• What if I asked a question on the social medias and never heard back?
We try and answer all comments, but sometimes we miss 'em! If your question pertains to a specific order, please send us an email since we can't always link your user profile to a name / order. If you sent us a DM, we never answer those — again, email us!
• How do I update information on my customer profile? (i.e. payment, address)
You can update most information on your customer profile anytime, through our website. If you need to update payment info: We do not keep any customer payment information on file, so if you have a new card you can just enter it next time at check out. If you need to update a shipping address: ...on a previous order, we can take care of it just let us know! ...on a deposit order, you don't need to since the item won't be shipping until the final payment order, where you can enter the new shipping address. If you need to update a billing address: We cannot edit these once the payment clears, but if the payment goes through okay then you are fine! If the address does not work, your payment likely won't complete and you can fix it then.
• When will my item ship?
You will receive an automatic email confirmation when you place an order. After ordering, your item will be processed and either be made to order (i.e. some leather goods, pre-orders, deposits) with production times noted in the product descriptions; or your order will be prepped to ship out. Average processing time for in stock items is 1 - 3 business days. When your item has been packaged up, you will receive another email confirmation including a tracking # (USPS for domestic, UPS for international unless specified otherwise). If you did not get a tracking #, first check your spam and then let us know and we can resend the email.
• What if my package never arrived / I am having issues with delivery?
We recommend checking with your local post first and foremost, as sometimes packages are held there if they cannot be delivered before being returned to sender. If the item has been missing for an extensive period of time, outside the window of reasonable delivery (some international shipments can take 4 - 6 weeks depending on the country, customs, and now possible COVID delays), let us know and we can file and inquiry.
• What kind of dog is Spud?
He is a blue Australian Cattle Dog, also known as a Blue Heeler. He is on the smaller side for his breed, about two years old, and sometimes smells like corn chips.