Return Policy
At Jack & Emma Vancouver, we strive to ensure customer satisfaction at all times. However, if you wish to return a product, the terms and conditions outlined below apply.
1. Conditions for Returns
To be eligible for a return, the following conditions must be strictly met:
-
A return request may only be submitted after the customer has physically received the item.
-
All return shipping costs are the sole responsibility of the customer, including any international shipping fees, customs duties, or import taxes.
-
Items must be returned unused, unwashed, undamaged, and in their original condition, with all tags and labels still attached.
-
Trying on items for fit is permitted; however, items must not be worn beyond fitting purposes.
-
Orders placed in multiple sizes with the deliberate intention of returning part of the order are not permitted and may be refused.
2. Return Process
To initiate a return, the following procedure must be followed:
-
Submit your return request by contacting us at info@jackandemmavancouver.com within 30 days of receiving your order.
-
Upon approval, you will receive the return address of our supplier, which is located internationally.
-
The item must be returned at your own expense, including any applicable shipping fees and customs charges.
-
We strongly recommend using a tracked and insured shipping method, as you remain responsible for the return shipment until it is received.
3. Refunds
Once the returned item has been received at the designated return address and inspected, a refund will be processed if the product meets the return conditions.
-
Refunds will be issued within 30 days after receipt and approval of the returned item.
-
The refund will be made using the original payment method used for the purchase.
4. Liability
-
We are not responsible for lost or missing return shipments. The customer bears full responsibility for ensuring the safe return of the item.
-
We are not liable for delivery issues if tracking information confirms that the order was delivered to the address provided by the customer.
-
If an incorrect shipping address is provided by the customer, all resulting consequences are the responsibility of the customer.
-
Any errors in shipping details must be reported within 24 hours of placing the order.
5. Contact
For any questions regarding returns or this policy, please contact us at: