Return policy

Return by mail
If you are not completely satisfied with your purchase, JACOB will gladly accept to refund items returned with the original receipt within 30 days following the invoice date. Items must be in their original condition, unworn, unwashed, with all tags affixed.
We will apply a credit to your original form of payment, less shipping, a fixed $5 fee for the return, handling and gift package charges, if any.
FINAL SALE – No return or exchange will be accepted on beauty products, earrings, undergarments and items of intimate apparel, gift cards and any other items marked as final sale.
For an exchange, you will need to return your item for a refund and place a new order for the required item.
IMPORTANT : Items purchased online and picked up in a JACOB store, can only be returned to a store. They cannot be returned to the JACOB online store.

Return by mail with the original gift receipt
For a return with the original gift receipt, we’ll apply the rule described above.

Price adjustment
JACOB does not offer the possibility of obtaining a price adjustment for purchases made online.

Return your purchase to a JACOB store

JACOB offers the possibility of returning an item purchased online to a JACOB store. To find a store in your region, please visit www.jacob.ca

For items purchased online and returned to a store with the original gift receipt
JACOB will offer an exchange or a refund on a gift card at the price the item was paid within 30 days following the invoice date.

How to return a purchase by mail?
This procedure is not applicable for items purchased online and picked up in a store.
To return merchandise by mail, please follow these easy steps:

1. Take one (1) copy of your original invoice and indicate which articles you are returning.
2. For each article being returned, please write beside of each article the reason for the return, using one of the codes below:
   • Size
   • Color
   • Doesn’t fit well
   • Changed my mind
   • Other
   • Damaged or Defective
   • Error on the order
3. Carefully pack the items to be returned in the reusable bag or box in which you received your items originally and include the copy of the invoice in the bag or box.
4. Take your “Return Service” pre-paid shipping label that you received with your parcel and affix it over the original prepaid shipping label.
5. Take note of the “CPC Tracking Number” in order to track your parcel on the Canada Post website.
6. Drop your parcel off in a mailbox or at any Canada Post location.

Returns will be credited to the credit card used in the original transaction. Original shipping charges cannot be refunded. A $5 fee will be taken off from your reimbursement for the return of your order. Please allow 1-2 billing cycles for the refund to show on your statement. You can avoid the $5 fee by going yourself to a store to do the return.

Didn’t find the answer to your question? Contact our Customer service team.

Return with the original receipt – Items at regular price
Unworn, unwashed merchandise with all original tags in place may be returned for a refund or an exchange within 14 days of purchase.
Refunds will be issued using the same method of payment as the original purchase, and on the same debit/credit card used for the purchase.
Items purchased with a JACOB gift card can either be exchanged or refunded on a gift card.

Return without the original receipt – Items on sale or on promotion
Unworn, unwashed merchandise with all original tags in place may be returned for an exchange or a refund on a gift card within 14 days of purchase.
FINAL SALE – No return or exchange will be accepted on beauty products, earrings, undergarments and items of intimate apparel, gift cards and any other items marked as final sale.

Return without the original receipt
Unworn, unwashed merchandise with all original tags in place may be returned for an exchange or a refund on a gift card at the current selling price.

Return with the original gift receipt
Unworn and unwashed merchandise may be returned for an exchange or a refund on a gift card at the price the item was paid for within 14 days of purchase. 

Price adjustment
For merchandise purchased at regular price and upon presentation of the original receipt, we will honour a one-time price adjustment if the item falls on sale (red price ticket) within 7 days of purchase. Price adjustments are not applicable on sale merchandise or merchandise on promotion.

JACOB Outlet
Final sale on items purchased at the JACOB Outlet stores.
The price adjustment policy is not applicable in JACOB Outlet stores.

Credit Notes
JACOB credit notes are redeemable for merchandise only. They are non-refundable and have no cash value. Boutique Jacob Inc. shall not be responsible for the loss, theft, damage or unauthorized use of these credit notes.

Gift cards
JACOB gift cards are redeemable for merchandise only.  They are non-refundable and have no cash value.  Boutique Jacob Inc. shall not be responsible for the loss, theft, damage or unauthorized use of these gift cards.

Didn’t find the answer to your question? Contact us now!