One of Barbour’s new retro lining fabrics was based on what the Customer Services team had found in jacket pockets over the years when they came in for repair. The contents hinted at customer lifestyles – from dog biscuits to toy cars, party poppers to plane tickets.

Over a period of weeks we’ve come to know a lot more about Barbour and it’s customers.
To find out more about the relationship between Barbour and its customers we spent a day with the Customer Services team and factory workers to see how Barbour wax jackets are made and repaired.
Visiting Barbour’s Simonside Factory at South Shields
There’s a great atmosphere of people who know what they are doing at Barbour’s South Shields factory. About 14,000 jackets are repaired, reproofed or altered by the Customer Services team of 11 people each year and demand seems to be growing. It’s an intimate relationship watching one operator like Denise trying to ‘get inside the jacket without anyone knowing you’ve been in it’ and a lifetime of experience which allows colleagues to bring them back to life.

On the factory floor it takes over 40 pair of hands to produce one new jacket. The process starts in the cutting room, with rolls of 55 metre long waxed cotton, which are cut into 4.6m lengths. Each length makes three jackets. With over 150 people on the factory floor dedicating time to each part of the process there’s a rhythm and sound which appeals to us as film-makers. It’s also a feast for the eyes.
