FAQ

Returns & Exchanges

Do I need to register my return online?

You must register your return within 14 days from the delivery date of your order. Please click on “REGISTER A RETURN” below for more instructions.

Register a return

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.

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 follow these steps to return your order:
- Access the return request form via the “Register a return” button on the “Do I need to register my return online?” section of the FAQ or with the QR code on the return card in your parcel
- Fill in the form
- Once the return request has been validated, use and stick on the prepaid carrier label
- Drop off your parcel at the carrier’s collection point.

For non-EU customers, please print out three copies of the original invoice (available on your account or, if you placed the order as a guest, please check out your JACQUEMUS confirmation email). 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 pick-up point.

Please note that all returns must be sent using the prepaid label. JACQUEMUS cannot be held responsible for shipping charges or lost packages when the order has been sent by another carrier.

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.