Return policy

Purchases made online

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 billing 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 return, handling and gift package charges, if any.

FINAL SALE on gift cards, nail polishes, items with a price ending in $0.97, items that are part of certain promotional offers, undergarments and items of intimate apparel.

For an exchange, you will need to return your item for a refund and place a new order for the required item.

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

JACOB Lingerie items must be returned at a JACOB Lingerie store or at any JACOB store that carries the Lingerie line.

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?
To return merchandise by mail, please follow these easy steps:

1. Take one (1) copy of your original invoice and indicate which items you are returning.
2. For each item being returned, please indicate the reason for the return, using 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 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 mail box 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. In this case, please note that the item must be returned in the same banner store.  

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

Refund policy - For purchases made at store level

Return with the original receipt
You may receive a refund or an exchange for unworn and unwashed merchandise within 14 days of your purchase.

Items with a price point ending in $0.97 and nail polishes are considered final sale.

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
Unworn and unwashed merchandise 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
Upon presentation of the original receipt, JACOB will offer a one-time price adjustment for items purchased at regular or sale price within 7 days of purchase.

JACOB Lingerie
JACOB Lingerie items must be returned at a JACOB Lingerie store or at any JACOB store that carries the Lingerie line.

For hygienic reasons, we are unable to refund or exchange undergarments and certain items of intimate apparel.

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.