ORDERING & PRE-ORDERING
- What is the difference between “Pre-order” and “In-Studio”?
Pre-order items are products that are still being made. When we launch a new product or color scheme, we have a few months of pre-order before a release. When you pre-order an item, we reserve it and then ship it out on a scheduled future date. An in-studio item is already finished and in our studio. Once ordered, an in-studio item will be packaged and shipped out promptly.
- My desired color scheme is sold out. When will it become available?
We do occasionally re-release color schemes. Eclipse, Obsidian, Gilded Onyx, and Black Garnet are particularly popular color choices and all have been re-released for certain products. To keep up to date on re-releases and new color schemes, follow us on our blog. If you have a particular color scheme in mind, feel free to contact us at [email protected] us. If we have no plans to re-release it, it may be possible to order it as a custom item. For more information, check out Volante Design/Custom.
- How long will a product stay available?
After we ship out the pre-orders of a certain set of jackets, all the remaining colors and sizes are sold on our website as in-studio items.
- How do I know what size I am?
Our sizing chart is available here: Sizing Chart. Wear an outfit that you would normally wear with the jacket when measuring yourself. If you prefer a more relaxed fit, consider going up a size.
- What is the difference between Men’s cut, Women’s cut, and Unifit?
“Cut” refers to the shape of the jacket. We understand that not everyone is the same shape, so we offer a few options. Our Men’s cut has more space in the shoulders, while our Women’s cut tucks in at the waist and leaves a bit more space in the hips. Unifit is our gender neutral cut. Generally made of less structured materials, Unifit items flatter people of all genders. If you are a 37 in a Men’s or Women’s cut, you will also be a 37 in Unifit. The measuring process stays the same.
SHIPPING & RETURNS/EXCHANGES
- Where do you ship?
We will ship UPS to any address in the world except for international P.O. Boxes. As a note, shipping to United States military bases and United States P.O. Boxes will be fulfilled by USPS rather than UPS. Please get in touch with us by email at [email protected], if you experience any issues shipping to your address.
- How much will shipping cost? How long will it take?
Shipping costs vary based on address. Our international shipping options ranges from around 30 USD to 100 USD, depending on the location. We ship from 9:00 AM – 3:00 PM every business day.
- Domestic U.S. Shipments: We offer two options for delivery in the United States. They are UPS Next Day Air, which will arrive by 10:30 AM the next business day, and UPS Ground, which takes between a day and week depending on your location.
- International Shipments: We offer two options for international delivery. They are UPS Worldwide Express and UPS Worldwide Saver. Please go to UPS.com to get an estimation for your package’s travel time.
- Alternative Shipping Options
If we do not have the shipping option you would prefer, or if you need your package shipped another way, please contact us by email at [email protected]
- Customs and Import Fees
When we ship a package outside of the United States, there may be customs fees or taxes. Volante Design is not responsible for any individual country’s customs fees or taxes. We attempt to minimize them in any way we can. Note: international Standard shipping, ground service to Canada and Mexico, will always have a brokerage fee of around 20 USD added on to it. That brokerage fee is included in the price of the air shipping options.
- I didn’t receive a tracking number. What should I do?
If you have received an email saying your Volante Design order has been completed and you have not received a tracking number by the end of the business day, please contact us my email at [email protected] We will look up your tracking number manually. Since UPS tracking is an automated service, before emailing us you want to check your spam filters.
- My jacket arrived damaged or isn’t the size I ordered. What should I do?
We try our best to deliver the best possible service in a timely manner. However, everyone makes mistakes. If you did not receive the item you ordered or it is defective, please contact us at [email protected] and provide a picture of the size tag or the defect. If the mistake is with the manufacturer, we will do whatever possible to correct it.
- My jacket doesn’t fit. How can I exchange it?
If your jacket does not fit, we are happy to complete an exchange as long as supplies last.
Send your jacket and a note with your requested size and order information back to us at this address: Volante Design, Inc. 116 Pleasant St STE 228, Easthampton, MA 01027 USA. Note: Currently, we do not offer free exchanges. When we receive your jacket, we will issue you an invoice for the cost of shipping your jacket back to you. Read more at our Return Policy page.
- How does Volante Design/Custom work?
Our custom jackets are essentially modular. You start with whatever base design you prefer. Currently, we offer Eagle, Kestrel, Falcon, Demon Killer, and Osprey. Then you can select custom fabric, thread, and hardware colors, change the hood, waistband, and cuff designs, or select custom sizing to get a one of a kind product. Once you have filled out the form with all of your preferences, we begin work on your design’s pattern. Every Made to Order jacket is individually optimized and our design team will work with you to get the jacket you imagined. Then the pattern is printed, cut out of fabric, sewn, and shipped to you.
- How long will my product take?
Making a custom coat is a multi-step process. After you place an order, we work with you to make sure that the sizing and colors are to your liking. Then the pattern is printed, cut out of fabric, and sewn. We estimate 3-6 weeks of labor, depending on the complexity of your design and availability of materials. Please note that our working time frame of your order is also dependent on you. We will need to have all the info on fabric, sizing, and other design choices before we can start working on your pattern and making your jacket.
- Can a custom jacket be ordered in leather?
For the foreseeable future, we will be working only in textile goods. A coat made entirely of leather would be almost double the sale price in materials alone and would require us to have entirely different hardware and machines.
- Do you offer custom embroidery?
At this time, we do not offer custom embroidery on our standard or custom jackets. We do hope to add this as an option when we are able.
CARE & CLEANING
- How do I clean my jacket?
Denim Jackets: Eagle, Kestrel, Falcon, Washington, Demon Killer: Though we recommend that all our jackets be dry-cleaned, it is possible to spot clean your jacket for specific stains. Use water and a non-dyed cloth to blot out any dirt or other light stains. If you do choose to put your coat through the washing machine and dryer, the jacket’s colors will likely fade and the design will be less “structured” overall. The color schemes with light grey or off-white may be stained by their accent colors. The coat may also shrink.
When cleaning the Osprey and the Pinion, please be aware of the waxed canvas. The wax layer on the canvas will melt away in the dryer. Here are some links to good advice on how to clean and treat waxed canvas: Waxed Canvas Care Info 1, Waxed Canvas Care Info 2
Sweatshirts: Ninja, Jackdaw: The Ninja and Jackdaw sweatshirts can be machine washed and dried. They are pre-shrunk, so they will be unaffected by the dryer.
Wool: Virgil: Our wool jackets should be dry-cleaned.
- My jacket has ripped/lost a button. What should I do?
If your jacket arrived damaged or missing hardware, please contact us within 30 days of delivery. We will work with you to replace or repair your item. If more time has gone by, please feel free to contact us and we will give you advice on how to proceed with your repair. We are happy to supply missing buttons if they are still in stock and many tailors and dry-cleaners can re-attach buttons.
DESIGN WORK & PATTERNS
- I can’t afford to buy one of your jackets, would you be willing to send/sell me the pattern so I can make one for myself?
In short, no. Volante Design completely understand the difficulty that comes with being a student, recently graduated, unemployed, and so on. We’ve all been there. These patterns are the backbone of the whole business and without them we wouldn’t have a product. Even if you promised to only use it once for yourself and never again, we really can’t let the patterns out. Sorry.
Have any more questions? Check out our About page here: http://www.volantedesign.us/about/ or send us a message. http://www.volantedesign.us/contact/ We’re happy to clear anything up for you.