Customer Care

Customer Service
How can I contact Customer Care?

 

FAQ

 

FIT AND PRODUCT

ORDERS AND SHIPPING

RETURNS AND EXCHANGES

HOW TO CUSTOMIZE AND SHOP 

 

FIT AND PRODUCT

How does sizing work and how do I know my jacket will fit?

Choiss uses parametric sizing technology to produce real time patterns unique to your measurements, that will predict your size based on a few questions about your body type. The questions are very easy to answer and you don’t need a tape measure. You can also contact our Customer Service team at contact@choissnyc.com for specific size or measurement queries. In the event that your jacket doesn’t fit you, you can return it using our free returns service and we will make the necessary adjustments. For further information, please contact us at contact@choissnyc.com.

Can I make a special request on my order, for example, to have an item altered to fit me?

Every jacket is made to your size specification, therefore you can customize it to fit your body type. If you need help or have a special enquiry please contact us at contact@choissnyc.com.

Can you help me customize my jacket?

We are happy to assist you. Please contact us at contact@choissnyc.com with your design references or inspiration and we will work to design a jacket just for you. You can also use our Live chat (Available Monday to Friday 9am-6pm EST)

How can I see the actual materials?

We offer a free sample kit of materials if you'd like to see the actual colors and textures by contacting us at contact@choissnyc.com.

Does the jacket which appears online the same the real thing?

As we use 3D virtual technology for the jacket images on the product and configuration pages of the website, there may be subtle differences between the images and the actual jacket.  We offer a free sample kit of materials if you'd like to see the actual colors and textures by contacting us at contact@choissnyc.com.

Are your leathers real?

Choiss uses real leather and are committed to sustainably sourcing our materials with CITES-certified suppliers.

Are you skins ethically sourced, especially exotics?

We only work with verified tanneries. We are committed to the sustainable sourcing of natural materials and working with suppliers who adhere to CITES certification. For more information, please visit CITES page.

What is the best way to care for my Choiss jacket?

To maintain a fresh jacket, store it away from moisture and heat, preferably room at comfortable room temperature. All materials are tested extensively, however, we recommend avoiding contact with heavily dyed materials in case of color transfer. 

  • DO NOT WASH
  • DO NOT BLEACH
  • DO NOT TUMBLE DRY
  • DO NOT IRON
  • DO NOT DRY CLEAN
  • PROFESSIONAL LEATHER CARE ONLY
  • IMPERFECTIONS SUCH AS VEINING ARE FEATURES OF NATURAL LEATHER
  • NAPPA LEATHER OFFERS LOW RESISTANCE TO SCUFFS, SCRATCHES AND REPEATED RUBBING
  • KEEP YOUR GARMENT AWAY FROM DIRECT HEAT SOURCES AND PROTECT IT AGAINST EXCESSIVE SUNLIGHT
  • PROTECT YOUR GARMENT FROM RAIN, OUR LEATHER IS NOT TREATED IN ANYWAY AGAINST WATER
  • DARK COLORS ARE LIKELY TO TRANSFER TO LIGHTER CLOTHING
  • IN CASE A LIGHT WHITE PATINA APPEARS, WIPE IT AWAY WITH A CLEAN, DRY CLOTH
  • LEAVE THE CLEANING OF YOUR GARMENT TO A PROFESSIONAL CLEANER THAT SPECIALIZES IN LEATHER
  • ANY CLEANING METHOD ALWAYS HAS TO BE TESTED IN A HIDDEN AREA FIRST TO SEE RESULTS

Do you offer a repair or maintenance service?

We do not have an in-house maintenance and repair team but depending on repairs necessary we may be able to help you. Please contact our Customer Service team at contact@choissnyc.com.

How can I contact customer care?

Email: contact@choissnyc.com

Live Chat (Available Monday to Friday 9am-6pm EST)

 

 ORDERS AND SHIPPING

What is the status of my order?

After your purchase has been made you will receive a confirmation e-mail with an order number.   Once your order is on its way, you'll receive a shipping notification via email. You can also see the status of your order in the ‘My Account’ section on the Choiss website. If you're having trouble tracking your order, don't hesitate to contact us via email at contact@choissnyc.com.

How long will it take to receive my order?

Your bespoke jackets are made-to-order and therefore will be dispatched within 3-4 weeks. However during exceptionally busy periods we reserve the right to delay shipping. Please see our Terms of Service for further details.

What if I want to change or cancel my order?

After placing your order you have 1 hour to change or cancel your order.  After this time we are not able to change or cancel any orders.  That said, please contact us via email at contact@choissnyc.comand we’ll find a good solution.  

When will I be charged?

You will be charged upon placement of the order.

How much will I be charged for shipping?

We currently offer Free Delivery via USPS ground shipping on all orders within the US. Other shipping options and costs will be displayed during the checkout process. For international orders please contact us at contact@choissnyc.com.

Where do you ship?

 We currently ship to the US and Canada.  For orders outside of the US please contact us at contact@choissnyc.com.

Can you ship Choiss made of exotic skins to my state?

Our exotics skins are ethically sourced with verified tanneries who are CITES-certified. We are able to ship jackets made from exotics everywhere in the US, except to the State of California. If you are based in California, we suggest shipping to an alternative US address. For international orders, please email us at contact@choissnyc.com.

Do you deliver to PO boxes?

Yes, but please select standard shipping.  There is no expedited option for PO Box addresses.

How can I contact customer care?

Email: contact@choissnyc.com

Live Chat (Available Monday to Friday 9am-6pm EST)

 

RETURNS AND EXCHANGES

What is our return policy?

Choiss products are not eligible for returns or exchanges.  Every product is made to order and made to measure; therefore we cannot accept returns of any products unless such products were damaged or faulty when delivered to you or have been incorrectly delivered.  However, we want to make sure your jacket fits as desired; thus, we offer an alteration.  Simply use the free return service and contact us at contact@choissnyc.com so we can understand the alteration that needs to be made.  We also recommend ordering a swatch kit upfront in the case you have questions about the colors and textures of materials.  You can order a swatch kit to see the real materials up close and personal by contacting us at contact@choissnyc.com.

 Can I exchange my item?

We do not accept exchanges as the jackets have been made-to-order to your specifications.  However, we want to make sure your jacket fits as desired; thus, we offer an alteration.  Simply use the free return service and contact us at contact@choissnyc.com so we can understand the alteration that needs to be made.  We also recommend ordering a swatch kit upfront in the case you have questions about the colors and textures of materials.  You can order a swatch kit to see the real materials up close and personal by contacting us at contact@choissnyc.com.

How can I contact customer care?

Email: contact@choissnyc.com

Live Chat (Available Monday to Friday 9am-6pm EST)

 

HOW TO SHOP

How do I purchase jackets from Choiss?

We offer a number of different options for purchasing your jackets. You can choose any of the styles that are part of the RELEASE COLLECTION or CUSTOMIZE them.  Simply select your jacket and purchase or click on Customize Jacket to customize one or more sections, answer the sizing questions and add to cart.

How do I know the final price for a Choiss product?

As you customize your product the price will automatically update on the right-hand side, reflecting the specific materials that you have selected.

Which payment methods does Choiss accept?

Choiss accepts Visa, MasterCard, American Express, Visa Debit Delta, Diners Club International, Discover, JCB, UnionPay and PayPal.

Can I reserve an item to buy later?

You can customize as many jackets as you wish and email the link to yourself to buy later.

How can I contact customer care?

Email: contact@choissnyc.com

Live chat (Available Monday to Friday 9am-6pm EST)

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