Returns & Exchanges
What is your return policy?
All products may be returned within 14 days from the delivery date: in their original condition and packaging (not worn, including all accessories and dust bag). Please kindly note that we only accept returns using the provided prepaid label.
Do I need to register my return online?
No need to register your return online. You will just need to follow the instructions, sent together with your item. Please keep the return tracking number for your records.
Can I exchange a product?
We do not offer any exchange service for the moment. If you would like to exchange your purchase, you may return the item for a refund and place new order.
How do I return my order?
All products can be returned within 14 days from the delivery date: in their original condition and packaging (not worn, including all accessories and dust bag). Please kindly note that we only accept returns that have been sent via UPS/Chronopost, using the provided prepaid label. Please follow these steps to return your order: - Peel off the Return Label, available inside your parcel, and attach it to your box. - Complete the Return Authorization form and place it inside the box. - For non-EU customers, please print out three copies of the original invoice (available on your account). The following sentence must be written on each copy: “Retour pour non-conformité”. - All the invoices should be attached on the outside of your parcel in a transparent plastic pouch. Please note that these invoices cannot be placed inside the box, as customs should be able to collect it. - Drop-off your parcel at the chosen UPS Access Point.
Do I need to pay if I want to return my order?
All returns are free of charge, please make sure to use the pre-paid label provided in your parcel.
What should I do if my parcel arrived damaged?
If your parcel arrives damaged, we kindly invite you to contact our customer service team. Make sure to take pictures of the parcel received and keep the package for further inspection by our carrier.
What should I do if I receive a faulty item?
If an item received is faulty or was received damaged, please contact our customer service upon the receipt of the item. Any faulty item must be notified within 7 days of receiving the order.
When will I receive the refund for my order?
The refund of your order will be processed within 14 business days upon the receipt of the returned item. Please kindly note that we reserve the right to decline a refund in case your item was not sent in its original condition (worn, damaged, etc.) The refund will be issued directly to the payment method used for the original purchase.
Can I return my order at the JACQUEMUS boutique?
Our retailers will not be able to accept the return of your item. We can only accept returns that were sent via post, using the provided prepaid label.
Did you receive my returned order?
We will send you a confirmation e-mail as soon as the refund is processed. Please note that the refunded amount will be credited to your account within 10 business days, subject to your bank’s policy. We kindly invite you to keep the tracking number for your return, in order to track the returned order.