Return & Refund Policy

Key Return Policy Highlights

  • Return Period: Returns accepted within 14 days from the delivery date.
  • Condition: Items must be unused, unopened, and in original packaging.
  • No Cash Refunds: We do not offer cash refunds! All refunds are provided exclusively in the form of a store credit (E-Gift Card).
  • Return Shipping: Customers must arrange and cover the cost of return shipping.
  • Transport Damage: Claims for transport-related damage must be handled directly with the shipping carrier.
  • Final Sale: Items marked as 'Final Sale' cannot be returned or exchanged.

Eligibility & Responsibility for Returns

Returns must be initiated within 14 days of delivery. Items must be unused, unopened, and in their original packaging. Returns of damaged or worn products, or items missing original packaging and tags, will not be accepted. Minor issues such as loose threads or light stains are not considered quality defects.

If your item has a production defect, please notify us within 24 to 48 hours of receiving it. For transport damages, contact the shipping carrier directly, as we do not assume liability once the package is handed over to them. Customers must keep their tracking number as proof of return.

Customers must arrange and pay for return shipping. Shipping costs (including express shipping) are non-refundable!

Important: The return address will be provided only after you submit a return request on our website. Please do not return items without receiving the correct address from us.

Steps to Initiate a Return

1. Contact Customer Support: Email info@jacquelinevanhoef.com with your order details to receive a return authorization.

2. Shipping & Label: You must cover the cost of return shipping. We provide a return label, and its cost is deducted from your store credit (E-Gift Card).

3. Packaging & Shipping: Safely pack the item in its original packaging, attach the label, and drop it off at the nearest carrier location. Retain the tracking number.

4. Refund Processing: Once the return is received and verified, you will be issued a store credit (E-Gift Card) within 5 business days. 

We do not offer cash refunds! All refunds are provided exclusively in the form of a store credit (E-Gift Card).

No Restocking Fees

We do not charge restocking fees. Our goal is to make returns simple and convenient.

Order Modifications and Cancellations

You can cancel an order within 4 hours of placing it by emailing info@jacquelinevanhoef.com or via our "Returns, Modification, Cancellation & Exchange Request Form" with the subject line "Modification & Cancellation". A 5% cancellation fee applies. Once your order is processed, modifications or cancellations may not be possible.

Exchange Policy

We understand preferences can change or sizing may be off. Items eligible for exchange must be unused, unopened, and retain all tags and packaging. Exchanges depend on product availability. To request an exchange, email info@jacquelinevanhoef.com or via our "Returns, Modification, Cancellation & Exchange Request Form" with the subject line "Exchange".

Final Sale

Items marked as “Final Sale” cannot be returned or exchanged under any circumstances.

Wholesale Orders

No returns or exchanges are accepted for wholesale purchases, which are sold at discounted prices on the understanding that all sales are final. We recommend ordering a small quantity at the regular price first to evaluate quality and sizing.

Dedicated Customer Support

For inquiries, returns, or exchanges, reach out to us:

  • Email: info@jacquelinevanhoef.com
  • WhatsApp Support: +41 78 799 22 84
  • Helpline USA & Canada: +1 307 410-6097
  • Operating Hours: Monday - Sunday | 10:00 AM - 6:00 PM (EST)

At Jacqueline van Hoef, we ensure a seamless shopping experience. Shop with confidence, knowing we’ve got you covered.

FAQ

How long do I have to return an item?

You have 14 days from the delivery date to initiate a return, provided the item is unused, unopened, and in its original packaging.

Do you offer cash refunds?

No, we only issue refunds in the form of store credit (E-Gift Card).

Who pays for return shipping?

Customers must arrange and cover the cost of return shipping themselves.

Can shipping fees be refunded?

No, shipping fees (including express shipping) are non-refundable.

What if my item arrives damaged from shipping?

Transport damages must be resolved directly with the shipping carrier. Once the package is handed to the courier, the risk transfers to the buyer.

What if my product has a manufacturing defect?

Contact us within 24 to 48 hours so we can address the issue. For production defects that are not transport-related, we will provide a DHL or FedEx return label so you can send the item back to us free of charge. However, please note that we do not offer cash refunds, and any reimbursement will be issued exclusively as a store credit (E-Gift Card).

Can I cancel or modify my order?

Orders may be canceled within 4 hours of placing them, with a 5% cancellation fee. After processing, changes or cancellations may not be possible.

Do you accept returns for Final Sale items?

Items marked as "Final Sale" cannot be returned or exchanged.

Do you accept returns or exchanges for wholesale orders?

No, wholesale sales are final.

Customer Support

Returns, Modification, Cancellation & Exchange Request Form

We are happy to personally assist you. Your inquiries will be answered within 24h.