Key Return Policy Highlights
- Return period: Returns are accepted within 14 days from delivery (statutory right to cancel for online purchases).
- Condition: Items must be unused, unworn, and in original packaging with all tags attached.
- Refund method: Refunds are issued to the original payment method. At the customer’s request, we can provide a store credit (E-Gift Card) instead.
- Return shipping: For change-of-mind returns, customers cover return shipping. If an item is faulty or not as described, we cover reasonable return costs.
- Transit damage: We remain responsible until delivery. If your parcel arrives damaged, please contact us immediately so we can resolve the issue.
- Final sale: Hygiene-sensitive items, personalised or made-to-order pieces, and items marked as “Final Sale” are not returnable unless faulty.
Eligibility for Returns
Returns must be initiated within 14 days of delivery. Items must be unused, unworn and returned in the original packaging with all labels and accessories included. Returns showing signs of wear, damage, or missing packaging/tags may be refused or subject to a partial refund. If your item has a manufacturing defect or was not as described, please notify us within 48 hours of receipt so we can assist you.
How to Start a Return
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Contact Customer Support
Email info@jacquelinevanhoef.co.uk (UK) or info@jacquelinevanhoef.com (USA & Rest of the World) with your order number and item details. We will issue a Return Authorisation (RMA). -
Return Label
We can provide a pre-paid return label. For change-of-mind returns, the cost will be deducted from your refund or store credit. For faulty/not-as-described items, we cover return costs. -
Pack & Ship
Repack the item securely in its original packaging, attach the return label (if provided) and drop it off with the designated carrier. Please keep the tracking number.
Return Addresses
Please send returns to the address relevant to your region:
Customer Helpline UK: +44 20 8040 2816 Email: info@jacquelinevanhoef.co.uk
Customer Helpline USA: +1 307 410-6097 Email: info@jacquelinevanhoef.com
Customer Helpline EU & Switzerland: +41 78 799 22 84 Email: info@jacquelinevanhoef.com
Customer Helpline (RoW): +1 307 410-6097 Email: info@jacquelinevanhoef.com
Refunds & Processing
- Refunds are processed within 14 days of receiving your return or valid proof of postage.
- Refunds are issued to the original payment method. At your request, we can issue a store credit (E-Gift Card) instead.
- If you cancel your entire order under your statutory right to cancel, we will also refund the standard shipping cost (express shipping is non-refundable).
- No restocking fees apply.
Exchanges
Exchange requests must meet the same conditions as returns and are subject to stock availability. If the requested item is unavailable, we will issue a refund or store credit according to your preference.
Order Cancellations
Orders can be cancelled before dispatch by contacting us immediately. If the order has already shipped, please follow the returns process. Cancellations under statutory rights are free of charge.
Customer Support
Customer Helpline United Kingdom:
+44 20 8040 2816 | Email: info@jacquelinevanhoef.co.uk
Customer Helpline USA:
+1 307 410-6097 | Email: info@jacquelinevanhoef.com
Customer Helpline EU & Switzerland:
+41 78 799 22 84 | Email: info@jacquelinevanhoef.com
Customer Helpline Rest of the World:
+1 307 410-6097 | Email: info@jacquelinevanhoef.com
