FAQs

Online Purchase: All products must be returned to us unused, with all Jacquemus tags still attached and in the same condition as received, in their original box and packaging, along with the original invoice within 14 days of the date of purchase of your order. We will not accept any returns if the original packaging has been tampered with. Please also note that swimwear, underwear and earrings cannot be returned.
In-store / Retail Sales: Exchange/return of unused merchandise sealed items intact is accepted if supported by original receipt dated not more than 30 days from the date of purchase. This entitles customer for exchange or for store credit valid for 6 months based on the exact value of the initial purchase. Return of defective items is limited to defects that are not caused by either product misuse or failure to follow care instruction original receipt is required. Refund will only be provided if repair or replacement is not available. The goods cannot be replaced: earrings, underwear, swimwear, and customised /tailored items.

Online Return: You can directly create a return from our website by selecting the return option from your recent orders. Once it will show successfully returned, you will get a notification from our courier partner to schedule a pickup. Hand over the parcel to the courier company. The means and costs of returning your order are offered free of charge by JACQUEMUS.

Customer Service: You can request a return, free of charge, by contacting Customer Service by phone at 800JACQUEMUS (800522783687), or on WhatsApp at +971565266180 to arrange for a free pick up via our partner courier service. For Click and Collect Orders, we invite you to contact our Customer Service team who will arrange the pickup with our courier partner. Pickup will be arranged 3-5 days after the request being received.

Return to Store: You can visit any of our stores with the physical item in their original packing, along with any accompanying accessories and documents (warranties, authentication certificates) and the order receipt. An authorized staff member will take your package and hand you an acknowledgment receipt. Exchange is restricted to the same price or higher value items. Refund will be processed to your payment card.

We do not offer any exchange service for the moment. If you would like to exchange your purchase, you may return the item for a refund and place new order.

The refund of your order will be processed upon receiving the return of the item in our facility. We offer following refund options:

  • Credit note (issued and sent via email immediately after receiving your item that you can use to place a new order on www.jacquemus.ae).
  • Refund to the same debit/credit card used when placing the order. Please note that refunds can take up to 7 business days to show on your account due to varying processing times between payment providers.
If you are facing any delay in receiving payment, please contact the bank by providing the proof of refund sent by email.
If you wish to return your item at one of our boutiques, we invite you to contact our Customer Care team first by phone at 800JACQUEMUS (800522783687), or on WhatsApp at +971565266180 to assist you.
Once we have received the returned product(s) and approved the return you will receive the confirmation by email and the refund will be processed to your credit/debit card within 5 to 7 working days depending on your provider.

For gift orders, we invite you to contact our Customer Care team by phone at 800JACQUEMUS (800522783687), or on WhatsApp at +971565266180 within 14 days and our team will schedule a pick up for your order within 2 business days.

The refund will be processed in the form of an e-voucher that will be shared via email. The online voucher can be used as a payment method when placing an order through our website.
Once you have selected the item(s) you would like to purchase, you can choose the “This order is a gift” option during checkout and add a personal touch with a message of your choice.
We offer free basic alterations for our Ready-To-Wear items. To tailor your purchase, simply bring it to our Dubai Mall Boutique and ask the team for assistance.