Please note that all personalized items are custom-made specifically for your order; therefore, we do not accept returns or refunds on personalized items. We kindly ask that you carefully review the size chart and double-check all personalization details, including names, ages, and spelling, before submitting the order.
For non-personalized items, you have 30 days after receiving your item to request a return. Your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at jaqandrose.co@gmail.com.
If your return is accepted, we’ll provide instructions on how and where to send your package. Customers are responsible for purchasing their own return shipping label. Items sent back to us without first requesting a return will not be accepted.
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.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
“We accept exchanges for personalized items. To request an exchange, contact jaqandrose.co@gmail.com.”
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, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund has been 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.
If more than 15 business days have passed since we’ve approved your return, please contact us at jaqandrose.co@gmail.com.