Refund policy

Return/Exchange Policy

All of our products are carefully inspected before they are shipped, thus, we generally do not accept returns or offer exchanges. However, in the event that your order is defective, damaged during shipment or if you receive the wrong item, please contact us at hello@jacquelagos.com or jacque.signature@gmail.com with the subject “Returns/Exchange” with photographic proof of the damage or error within 14 days of delivery, so we can try to make it right. Unfortunately, we cannot offer you the option of return or exchange after 14 days of delivery.

Where our available options are not satisfactory, we may offer you the option to return the item(s) for an exchange, subject to availability of stock. Refunds are only available for defective or wrong products. We may provide you with store credit in the amount of your returned goods or offer a full refund in the instance where the product(s) received is defective or wrong.

To be eligible for a return or exchange, your item must be in its original packaging, unopened, unused and in the same condition that you received it. Note that most of our products are sealed, hence we will not be able to accept a product where the seal is removed. You’ll also need the receipt or proof of purchase. 

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. We advice that you make use of a service that provides tracked shipping as we do not guarantee that we will receive your returned item.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items). 

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, we will issue a store credit with which you may make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unused, sealed and in its original packaging. You’ll also need the receipt or proof of purchase.

All sale items are final and cannot be returned or exchanged.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days.

Please remember it can take some time for your bank or credit card company to process and post the refund too. We reserve the right to reject any returns/exchanges that do not comply with the conditions stated above. Please contact us if you have any questions or problems.

If more than 15 business days have passed since we’ve approved your return, please contact us at hello@jacquelagos.com.

You can always contact us for any return question at jacque.signature@gmail.com or hello@jacquelagos.com