Refund Policy
Last updated: June 29, 2026
Jacquerie products are made to order. Each item is produced specifically after an order is placed, which helps reduce waste and unnecessary overproduction.
Because of this, returns and exchanges are handled differently from traditional retail inventory.
Returns
We accept returns within 30 days of delivery.
To be eligible for a return, your item must be:
- unworn;
- unused;
- unwashed;
- in the same condition that you received it;
- with tags attached, where applicable;
- in its original packaging;
- accompanied by proof of purchase.
To request a return, contact us at admin@jacquerie.store.
If your return is accepted, we will provide instructions on how and where to send your package. Items sent back without first requesting a return will not be accepted.
Approved returns should be sent to:
Jacquerie
77 Homewood Avenue
Toronto, Ontario M4Y 2K1
Canada
Return Shipping
Unless the item is defective, damaged, or incorrect, customers are responsible for return shipping costs.
Original shipping charges are non-refundable unless the return is due to an error on our part.
Damaged, Defective, or Incorrect Items
Please inspect your order as soon as it arrives.
If your item is defective, damaged, misprinted, or you received the wrong product, contact us at admin@jacquerie.store as soon as possible with:
- your order number;
- a brief description of the issue;
- clear photos of the item and packaging.
If the issue is approved, we will arrange a replacement, refund, or other appropriate resolution.
Non-Returnable Items
We cannot accept returns for:
- items that have been worn, washed, used, altered, or damaged after delivery;
- items returned without approval;
- gift cards;
- final sale items;
- products marked as non-returnable at the time of purchase.
Sale Items
Sale items are final sale unless they arrive damaged, defective, or incorrect.
Exchanges
We do not offer direct exchanges.
If you need a different size, colour, or item, please request a return if your item is eligible. Once the return is accepted, you may place a new order separately.
Order Cancellations and Changes
Because each product is made to order, we may not be able to cancel or modify an order once it has entered production.
If you need to change or cancel an order, contact us immediately at admin@jacquerie.store. We will do our best to help, but changes are not guaranteed.
European Union 14-Day Cooling-Off Period
If your order is being shipped to the European Union, you may have the right to cancel or return your order within 14 days of receiving it, for any reason and without justification.
To qualify, the item must be unworn, unused, unwashed, in its original condition and packaging, with tags where applicable, and accompanied by proof of purchase.
This right may not apply to certain customized or made-to-order products where exceptions are permitted under applicable law.
Refunds
Once we receive and inspect your approved return, we will notify you whether the refund has been approved.
If approved, the refund will be issued to your original payment method within 10 business days.
Please note that your bank or credit card provider may require additional time to process and post the refund.
If more than 15 business days have passed since your refund was approved, please contact us at admin@jacquerie.store.
Questions
For questions about returns, refunds, or damaged items, contact us at:
admin@jacquerie.store