Customer Care
Customer Care
We’re here to help. Whether you have a question about your order, need sizing advice, or want to start a return — our team is ready for you.
Shipping Info
Delivery timelines, tracking updates, and everything about how your jacket gets to you.
View Shipping PolicyReturns & Exchanges
Wrong size? Changed your mind? Start a hassle-free return or exchange within 30 days.
Start A ReturnSize Guide
Not sure what size to order? Our detailed size guide helps you find your perfect fit.
Find My SizeWe Respond Within 24 Hours
Our customer care team is available 7 days a week to help with any questions or concerns.
📧 Email Us
For orders, returns, product questions, and general enquiries.
nsmjackets@gmail.comResponse Within 24hrs
🌐 Our Warehouses
🇵🇰 Karachi, Pakistan — Crafting HQ
🇺🇸 United States — US Fulfilment
🇬🇧 United Kingdom — UK Fulfilment
Ships From Nearest Location⏰ Business Hours
Monday — Friday: 9am – 6pm PKT
Saturday: 10am – 4pm PKT
Sunday: Email only
🛒 Order Issues
Wrong item? Damaged on arrival? Missing package? Contact us immediately and we will resolve it with no questions asked.
Report An Issue →Quick Answers
The most common questions our team receives — answered instantly.
How do I track my order?
Once your jacket is dispatched you will receive a tracking link via email. If you haven’t received tracking after 3 days, contact us at nsmjackets@gmail.com.
Can I change my order after placing it?
Since our jackets are made to order, contact us immediately at nsmjackets@gmail.com. We will do our best to accommodate changes before production begins.
What if my jacket arrives damaged?
Contact us within 48 hours of delivery with photos. We will arrange a replacement or full refund immediately — no return required for damaged items.
Is my payment information secure?
Absolutely. Our website uses SSL encryption on all transactions. We accept Visa, Mastercard, American Express, PayPal, Shop Pay, and Apple Pay through Shopify’s secure payment system.
Do you offer gift wrapping?
Every NSM jacket comes in our signature branded box. For special gift messages, contact us before ordering and we will include a handwritten note.
Customer Care
Since our jackets are made from genuine materials and shipped worldwide, our customer care team is here to help with sizing, order status, and anything else before or after you buy.
Before ordering, check our Size Guide for measurements or reach out with specific fit questions. After ordering, you can track shipping status by email confirmation, and our Return & Exchange page covers the process if something doesn't work out.
For anything not covered here, visit Contact Us to reach our team directly.
Frequently Asked Questions
We aim to respond to all inquiries within 1-2 business days.
Contact us as soon as possible after ordering; we can accommodate changes or cancellations if the order hasn't already been processed for shipping.
You'll receive a tracking link by email once your order ships; contact us if you haven't received it within a few days of placing your order.
30 days from delivery for a full return or exchange, provided the jacket is unworn with tags and packaging intact.
Our primary support language is English; contact us and we'll do our best to accommodate other language requests.