Return & Refund Policy

Eligibility & Responsibility for Returns

To be eligible for a return, you must submit a return request within 14 days of delivery.

Returned items must be:

• Unworn and unwashed
• Free of odor, stains, or signs of use
• With all original tags attached
• In original condition with original packaging included

Returns may be declined if items show signs of wear, washing, damage after delivery, missing tags, or missing packaging.

Note: Minor variations such as loose threads or small finishing marks can occur and are not always considered defects.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or you received the wrong item, please contact us within 48 hours of delivery at info@jacquelinevanhoef.com.

Please include:

• Your order number
• Clear photos of the item
• Photos of the packaging and shipping label

We will review your case and provide the next steps.

Free Return Shipping

We offer free return shipping for eligible returns when you use our prepaid return label provided after approval.

Important: The return address is the same as our warehouse address and will be provided after your return request is approved. Please do not send returns without authorization, as they may not be received or processed correctly.

If you choose to use your own shipping method instead of our prepaid label, the shipping cost will not be reimbursed.

How to Initiate a Return

1. Request a Return
   Email info@jacquelinevanhoef.com with your order number and the item(s) you would like to return
2. Return Authorization & Instructions
   We will confirm eligibility and send you the return instructions, return address, and a prepaid return label
3. Package & Ship
   Pack the item securely in its original condition, attach the prepaid label, and drop it off with the carrier Keep your tracking number as proof of shipment
4. Refund Processing
   Once your return is received and inspected, we will process your refund within 5 business days

Refunds

Approved returns are refunded to the original payment method used at checkout.

Please note:

• Original shipping fees (including express shipping) are non-refundable
• Your bank or card issuer may take additional time to post the refund after we process it

No Restocking Fees

We do not charge restocking fees.

Order Modifications & Cancellations

You may cancel an order within 4 hours of placing it by emailing info@jacquelinevanhoef.com with the subject line “Cancellation”.

A 5% cancellation fee applies. Once your order has entered processing, modifications or cancellations may not be possible.

Exchange Policy

Eligible items may be exchanged if they are unworn, unwashed, with all tags attached, and subject to product availability.

To request an exchange, email info@jacquelinevanhoef.com with the subject line “Exchange” and include your order number and the item you would like to exchange.

Final Sale

Items marked “Final Sale” cannot be returned or exchanged.

Wholesale Orders

Wholesale purchases are final sale and are not eligible for returns or exchanges.

Customer Support

Email: info@jacquelinevanhoef.com
Phone Headquarters: +41 78 799 2284
Customer Helpline USA & Canada: +1 274 200 3675
Operating Hours: Monday - Sunday | 10:00 AM - 6:00 PM (EST)