FAQs
Saint + Soldier – Frequently Asked Questions
Can I cancel my order?
Unfortunately, due to our products being custom made, we do not accept cancellations once an order has been placed.
Do you accept returns or exchanges?
Due to the customised nature of our jackets, we do not accept returns or exchanges for change of mind, sizing issues, or design choices.
Can I change my design after placing my order?
Changes may be possible before your layout has been confirmed. Once your layout has been approved and production has begun, we are unable to make changes to your order.
If you need to make a change, please contact us as soon as possible.
Will I see a layout before my jacket is made?
Yes. For personalised jackets, we will send you a layout for approval before production begins.
Production will only begin once layout approval has been received.
Please ensure you check your emails regularly so this does not delay your order.
Can patches be moved after the jacket is made?
Once patches have been sewn onto the jacket, they cannot be moved or repositioned.
We recommend carefully reviewing your layout before approving the design.
Will my jacket look exactly like the layout?
We do our best to match layouts as closely as possible. However, because every jacket is handmade and customised, slight variations in patch placement may occur.
This is part of the unique handmade nature of our products.
What if I’m unsure how many patches I want until I see the layout?
No problem. You can purchase additional patches later, and a member of our team will happily assist you with your design.
What is your jacket sizing like?
Our jackets are slightly bigger side, as we want your personalsied item to last,
Kids sizing has only a few centimetres difference between sizes, and measurements may vary slightly due to the denim washing process.
Please also note there is a slight sizing difference between the Saint + Soldier Azul Denim and Soldier Denim, as they go through different wash processes. The black denim generally shrinks less than the blue.
If you have any questions about sizing, please don’t hesitate to email us.
How do I wash my jacket?
All jackets are handmade and carefully sewn.
We recommend:
• Hand washing where possible
• If machine washing is needed, wash inside out on a 30°C gentle/hand wash cycle
• Do not tumble dry
A patch I wanted is now out of stock. What happens?
Occasionally patches may sell out quickly. If this happens and we contact you, we will do our best to restock the patch as soon as possible or work with you to find an alternative.
How long will it take to receive my item?
All jackets are customised and shipped from Australia.
Please allow up to 2 weeks for production (this does not include shipping time).
Most orders are shipped within a few days after layout confirmation. If there are any unexpected delays, we will notify you.
We promise it will be worth the wait.
Do the rainbow letters come in different colours?
No. Rainbow letters only come in the colours shown.
How do I know you have received my order?
You will receive an order confirmation email once your order has been processed in our system.
Please allow up to 12 hours for this email to arrive.
Can you make other custom items?
We are always happy to try and accommodate special requests.
Please email us with your idea and we will see what we can do.
I’m after a particular patch for my jacket. Can you source it?
We would love to help if we can.
Please send us an email with the patch you’re looking for.
What if the item I want is out of stock?
Please send us a message, and we will do our best to assist you.
How will you know what writing and patches I want?
When checking out there is a personalisation box where you can enter:
• Patch names
• Writing for the jacket
• Any additional notes for our team
What sizes are the patches?
Approximate sizes:
• Numbers – 7.5 cm height
• Varsity Letters – 5 cm height
• Rainbow Letters – 4 cm height
• Other patches range from 2 cm – 12 cm
If you need the exact measurement of a specific patch, please contact us.
A patch comes in different colours. How will you know which one I want?
Please specify the colour in the design/personalisation box at checkout.
If this section is left blank, we will show you a few options that best matches your design.
I don’t know the name of the patch I want ?
We have tried our best to name all patches clearly with images.
If you’re unsure, please send us a message and we’ll help identify it for you.
Where are orders shipped from?
All jackets are customised and shipped from Australia.
You don’t ship to my country.
If your country isn’t available at checkout, please send us a message and we will try to help organise shipping.
What if I only want a name on my jacket?
No problem. Just leave the name you want in the comment/personalisation section at checkout.
What currency are orders processed in?
All final sales are processed in $AUD (Australian Dollars).
What if I enter the wrong spelling for my personalisation?
Please double check all spelling before submitting your order.
We will copy the personalisation exactly as entered, and we cannot be responsible for spelling errors submitted by customers.
If your item arrives faulty or damaged, please contact us and we will assist you.
Can I rush my order?
If you need your jacket for a specific date or event, please contact us before ordering and we will do our best to accommodate.
Patch Placement Disclaimer
Patch placement may vary slightly depending on jacket size and patch size. Our team will arrange patches to best suit the design and overall look of the jacket.
By placing an order, what am I agreeing to?
By placing an order with Saint + Soldier, you acknowledge that all items are custom made to your specifications. Once your design has been approved and production has begun, the order cannot be changed, cancelled, returned or refunded unless the item is faulty.
What if I don’t approve my layout quickly?
Orders cannot move into production until layout approval has been received. Delays in approval may result in delays in dispatch time.
What if my email address was entered incorrectly?
Please ensure your email address is entered correctly at checkout. We are not responsible for delays caused by incorrect contact details.
Still have questions?
If your question isn’t answered here, please contact us and we’ll be happy to help.
saintandsoldier@hotmail.com