Returns and exchanges
We hope you are pleased with your order. If you would like to return or exchange an eligible item, please follow the instructions below.
How do I return my order?
If you are not completely satisfied with your order, you may request a return of merchandise within seven days following the delivery of your order.
Please submit your return request through the form below before sending the item back. After notifying us, the item must be returned within a further 7 days.
Items must be returned unworn, unwashed and in their original condition, with all tags and original packaging included. You may try on an item as you would in a physical shop, but it must not show signs of wear, washing, damage or alteration.
Please do not return an item without notifying us first, as we need to provide the correct return instructions and address.
Return shipping costs
Unless an item is faulty, damaged or incorrectly supplied, return shipping costs are the responsibility of the customer.
Jupe by Jackie can provide a prepaid return label at the following cost:
- Returns from the United States: US$80
- Returns from the European Union: €20
- Returns from the United Kingdom: £42
- Returns from Switzerland: €65
The cost of the return label will be deducted from the refund.
Returns from Switzerland must be sent using a prepaid return label provided by Jupe by Jackie.
For returns from other destinations, please contact us for the available return options and costs.
Refunds
Eligible refunds will be made to the original payment method.
We will process the refund after receiving and inspecting the returned item. A refund may be withheld until the item has been received or you have provided evidence that it has been sent back.
When a complete order is returned under the statutory right of withdrawal, the original standard delivery charge will also be refunded where required by law. Return shipping costs remain the responsibility of the customer unless the item is faulty, damaged or incorrectly supplied.
Depending on your bank or payment provider, it may take several working days for the refund to appear in your account.
Customised and personalised items
Products made according to your individual specifications or clearly personalised for you cannot be returned unless they are faulty, damaged or do not correspond with the agreed specifications.
This may include changes to measurements, length, sleeves, collar, fabric, embroidery design, embroidery colours or personal inscriptions.
A product is not automatically excluded from return merely because it was made after the order was placed. The return exclusion applies only when individual adjustments or personal choices have been made.
I would like to exchange an item
If you would like a different size or design, please place a new order and return the unwanted item for a refund following the return instructions above.
If you are unsure about sizing, please contact us before ordering. We will be pleased to help you compare the measurements and select the most suitable size.
Depending on the design, adjustments to fit, length or sleeves may also be possible.
I received a faulty or incorrect item
If you receive a faulty, damaged or incorrect item, please contact us as soon as possible.
Include your order number, a description of the issue and clear photographs of the item and packaging. Please do not send the item back before receiving return instructions from Jupe by Jackie.
When an item is confirmed to be faulty, damaged or incorrectly supplied, Jupe by Jackie will arrange the return and cover the reasonable return shipping costs.
Damage caused by normal wear, incorrect washing or care, misuse, accidents or alterations is not considered a manufacturing fault.