Ordering and shipping

Delivery

All orders above € 150,- will be shipped free of charge worldwide. For order below € 150,- a flat shipping rate will be charged, regardless the size of the parcel.

The Netherlands: € 7,- 
Europe: € 12,- 
Rest of the World: € 20,-

Orders will be shipped with DHL Express. If you have specific delivery and/or shipping requests, please contact us.

When will my order be shipped? 

If the item(s) is in stock, we will try our utmost to ship within 3 working days, with a maximum of 8 working days. Please note: this may differ at busy times such as sale times and Christmas. If you ordered an item with a customisation, shipping may take up to 4 weeks.

*Due to a high volume of orders at the moment, there could be a delay, sorry in advance for any inconvenience caused.

Will there be any additional costs to my order?

Orders to countries outside the European Union (EU) may be subject to VAT, import duties and/or taxes. These additional charges must be rendered by you in order for your package to clear customs. 


Can I change my order? 

An order cannot be changed once the merchandise has been processed at our logistical center. However, items may still be returned within 7 days after you have received them. In such cases, shipping charges on the returned merchandise are at the customer’s expense.

If your changes arrive to our logistical center in time, we may be able to change the order. Please contact us as soon as possible and notify us of the changes you wish to make. Make sure to have your order number at hand. Visit our contact page for information on how to reach us. 


Can I add items to my order? 

Additional items must be handled as a separate order in the web shop. If the first order has not yet been processed at our logistical center, we may be able to send all items in the same shipment. In this case, one shipping charge will be refunded to the original purchaser’s credit card. To improve your chances of receiving all items in the same shipment, please let us know about your order as soon as possible. View our contact page to find out how to get in touch with us. 


Can I order or contact Jupe by Jackie over the phone? 

If you prefer to order your Jupe by Jackie products by phone or have a question we prefer to be contacted by email. Please send an e-mail to operations@jupe-by-jackie.com. If you prefer to contact us by phone, the Jupe by Jackie Client Service is open from Monday to Friday, 10 AM to 5 PM, Central European Time. Our team of advisors will be pleased to assist you in English: +31 76 5600490

Payments

What payment methods does Jupe by Jackie accept? 

You can pay using Visa, Eurocard, MasterCard, American Express, PayPal and Ideal. 


Is it safe to use my credit card online at www.jupe-by-jackie.com? 

Your personal online security is important to us. So in order to help ensure that your shopping experience is safe, simple and secure, we use Secure Socket Layers (SSL), the industry standard in transferring information to process your orders. When placing an order, you can immediately check the security validity by clicking the SSL logo at checkout.

To ensure that your information is kept private, we do not process or store any payment information in our database. Additionally, it is possible to pay for your order with PayPal. When you use PayPal, your financial information is kept private and every PayPal payment is followed by an email confirming your transaction.

Easy returns

How do I return or exchange an item? 

If not completely satisfied with your order you may request a return of merchandise during the seven days following the delivery of your order. The items should be returned to us in perfect condition and accompanied by the original invoice. Don't forget to clearly mention on the package ‘return goods-bought in The Netherlands’. This will prevent any customs charges being added. As carrier DHL is preferred. Shipping charges on returned merchandise are at the customer’s expense. Refunds for returned merchandise will be made to the original purchaser’s credit/banking card within two weeks of the return of the product. Customised items cannot be returned unless there is a manufacturing defect or delivery mistake.


I have received a faulty product, what should I do? 

Please contact us and we will do our outmost to solve the issue as soon as possible. We will help you manage the shipment back to us, and make sure a new item is sent to you. Since we need to establish the details of the damage before we decide how to return the item, please do not send anything back to us without our confirmation. 

Out of stock items

A certain item seems to be out of stock, is there any chance that I can purchase it anyway? 

Yes, in most cases if an item is out of stock only a slightly longer delivery time is required for that specific product. As everything is handmade we are always able to reproduce a specific item on a short notice. Longer delivery time means approx. 2,5 weeks (we try for 2). If an item that you require is noted as 'out of stock' please contact us and we will do our outmost to deliver the item you required as soon as possible.


I can’t find a certain item in your web shop, is there any chance I may find it elsewhere? 

The best way to get a hold of the items that are not available in the web shop is to contact us. That way, your order will receive priority when the item comes back in stock. Another way to find items is to visit one of our stores and retailers. Please see our stockists list.

Washing and care instructions

Jupe by Jackie pieces are all hand embroidered by master artisans in India. We advise to bring to dry-clean when needed out of respect for the handwork and the delicate fabric. However, please know that items from the below mentioned list are also possible to machine wash at a delicate program with a soft detergent. 

Instructions per fabric:

Soft silk camisoles; 40C Degrees (do not tumble dry)
Soft Silk other; 30C Degrees (do not tumble dry)
Crepe Silk; 30C Degrees (do not tumble dry)
Chiffon Silk; 30C Degrees (do not tumble dry)
98% cot/2% Elas.; 30C Degrees (do not tumble dry)
Cotton Organdie; 30C Degrees (do not tumble dry)
100% cotton sweaters; 30C Degrees (do not tumble dry)
100% cotton other; 40C Degrees (do not tumble dry)
Linnen; 40C Degrees (do not tumble dry)

Extra notes

First wash separately. 
Wool, silk velvet, ties/bow ties, skirts and dresses with fixed inner lining and full-embroidered/exclusive styles should always be brought to a dry cleaner. 

Customisations

Jupe by Jackie loves to customise! All items are proudly hand made by master artisans in India. As each piece is individually embroidered by hand we offer you the possibility to customize them to your personal wishes.

Options for customisation

- Customisations in terms of length (longer or shorter)

- Customisations in terms of the base fabric (colour as well as type of fabric)

- Customisations in terms of embroidery colour or embroidery density

- Adding a sleeve to a sleeveless top or dress

Options are numerous, please contact us with your request!


Which pieces can be customised? 

All customisation requests will be individually reviewed by our team. Use the customisation button on the product page or simply send us an email with your requests. Some pieces cannot be customized as in some cases it would require too much redesigning. We aim to get back to you within two working days.

 

What is the production and delivery time for customised items? 

Jupe by Jackie strives to develop and send your redesigned piece within 2-3 weeks after receiving your order.


Can I return customised pieces? 

If the piece is made especially for you, Jupe by Jackie cannot accept returns. Unless of course there is a manufacturing defect or delivery mistake. Please contact us and we will do our outmost to solve the issue as soon as possible.

 

What will be the price of customized pieces?  

There will be no charge if the colour of fabric or the embroidery colour changes; however if for instance the embroidery work increases, price will rise accordingly.
When getting back to you regarding your customisation requests, you will be informed if your request involves extra costs.

 

How do I order a customized piece? 

Please fill in the customisation form or simply send us an email with your requests. We will soon get in touch! 



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