How can we help you?

Need to return something?

Austria

 

If you have purchased an item through our online shop, you can choose between following return options:

 

AT_post.png

Return to your local Austria post office at more than 1,800 locations.

Open from Mon to Sat, early till late.

Your return will be processed in about 14 working days.

FREE
CC_logo__002_.JPG

If you want to return one or more items you have collected at a Click & Collect store before, you can bring your return parcel to the nearest Austrian Post or a Click & Collect store, who will return the parcel for you. 

You will get a confirmation for your return.

Your return will be processed in about 14 working days.

FREE
JJ_logo.png

Return your JACK & JONES items to your local JACK & JONES store.

You will get a confirmation for your return.

Make sure to bring along your return note / sales receipt so they can issue a refund via the same payment method you used when you purchased your items, the refund may take up to 7 working days to appear in your account.

FREE

Find participating stores

VM_logo_1__002_.JPG

Return your VERO MODA items to your local VERO MODA store.

You will get a confirmation for your return.

Make sure to bring along your return note / sales receipt so they can issue a refund via the same payment method you used when you purchased your items, the refund may take up to 7 working days to appear in your account.

FREE

Find participating stores

name_it.png

Return your NAME IT items to your local NAME IT store.

You will get a confirmation for your return.

Make sure to bring along your return note / sales receipt so they can issue a refund via the same payment method you used when you purchased your items, the refund may take up to 7 working days to appear in your account.

FREE

Find participating stores

only.png

Return your ONLY items to your local ONLY store.

You will get a confirmation for your return.

Make sure to bring along your return note / sales receipt so they can issue a refund via the same payment method you used when you purchased your items, the refund may take up to 7 working days to appear in your account.

FREE

Find participating stores

 

1. Our fair use clause

So we’ve made a change to our return policy by adding a fair use clause.

What does this mean?

We're committed to bringing sustainable Fashion FWD and invite you to be part of that. To work towards more sustainable practices, while still providing you the best service, we've updated our new return policy.

We know most of our loyal customers shop sensibly and only return when you need to. We understand that, sometimes, what arrives is not exactly what you expected and you need to return it. That's fine – and that’s why we feel it’s important to still offer you free 30 day returns. 

So, this new clause is very unlikely to affect you. It helps us start the conversation with the few shoppers out there that are ordering very often and returning almost every item. We can’t ignore the impact this is having on our environment and we want to do our part to reduce it.

The clause may be activated if we notice an unusual pattern of returns activity that doesn’t feel right - for example, if we suspect someone is wearing their items and returning them - or ordering and returning a lot more than a loyal customer would order - then we might have to deactivate the account and any associated accounts. If this happens to you and you think we've made a mistake, please get in touch with Customer Service and we'll be happy to help you.

We’re proud to be part of this movement in responding with care to the changing landscape of the fashion industry. Let’s work together to bring sustainable Fashion FWD and reduce the fashion miles our products travel. Shop smarter. Return less. 

2. How do I get my return ready? 

  • Place your item back into the transparent plastic bag it came in.
  • Write the return reason code on your return note.
  • If you want to return an non-fashion item, please find the specific return policy in the product description.
  • Place the items and your return note back into the return parcel (you can re-use our bag/ parcel).
  • Stick the return label on the return parcel. Please be sure it covers the old postage label.
  • Seal your return parcel securely so it doesn’t get damaged on the way back.
  • Make sure to ask for a receipt as a proof of having returned the parcel.

3. Is it possible to exchange an item? 

Online: we can't exchange the item for you, but you can instead return and re-order the item.

In-store: you can exchange your item in a participating store with the same brand name (e.g. JACK & JONES items to a participating JACK & JONES store) if the store has that particular item in stock or you can always exchange it for another in-store item. 

Check in the table above if your store is participating.

4. When will I receive my refund? 

Online: Once your return has been processed, we will issue a refund. We issue the refund to the payment method that you chose when you made your order. The return processing time is up to 14 days.
You will receive a confirmation by e-mail. If you have paid with credit card or PayPal, it can take some days for the money to appear in your account and the time it takes usually depends on your bank.

In - store: The store can’t pay out cash for online purchased items, but the store can start an automatic refund via the same payment method you used when you purchased your items. If you exchange items purchased online for new items available at one of our stores, then you can use the refunded amount right away in the store.

A refund to your original payment method can take up to 7 days (excluding weekends and bank holidays).

Klarna and refund

If you paid with Klarna and you haven't received your invoice please go to Klarna.com to download it.

The amount of your return will be cancelled from your invoice and it will automatically be updated. If you return everything and didn't pay yet the entire invoice will be cancelled.  If you make the return to the due date of the invoice, you only need to keep the items that are paid and the shipping charges. Simply deduct the amounts of the returned items from the original invoice amount.

Note: The maturity of the Klarna invoice is independent of our 30-day return guarantee. If you wish to use our 30-day return policy and return the goods to us only after the due date of the invoice, we ask you to comply with the invoice and to transfer the entire invoice amount. Klarna will then refund you after we received your return. If you have any questions about your refund, please contact Klarna AB Customer Service directly: Phone: 720 883 811

5. I've received an incorrect/damaged item what should I do?

Incorrect items can only be returned online, damaged items can be returned both online and in-store. 

Online: If you happen to find an error or defect with an item you bought in our online shop, please make sure to make a claim for the item no later than 2 years from the purchase date. Send the item back to us using the prepaid return label included in your parcel.
Clearly mark code 13 as the reason on the return note and include this in the parcel with the damaged or incorrect item.
Once we’ve received the item, your claim will be processed. Faulty items are always refunded in full.
As soon as we process the claim, we’ll refund the money within 14 days.

In - store: If you show your sales receipt / return note, you have the opportunity to return the faulty item direct in one of the participating stores:

 

Belgium

 

If you have purchased an item through our online shop, you can choose between following return options: 

 

 

 

b-post.png

DHLexpress.png

Return through your local BPost post office in over 1,400 locations.

Open Mon-Sat, early until late.

Your return will be processed in approximately 14 working days.

FREE
JJ_logo.png

Return your JACK & JONES items to your local JACK & JONES store.

You will get a confirmation for your return.

Make sure to bring along your return note / sales receipt so they can issue a refund via the same payment method you used when you purchased your items, the refund may take up to 7 working days to appear in your account. 

FREE
VM_logo_1__002_.JPG

Return your VERO MODA items to your local VERO MODA store.

You will get a confirmation for your return.

Make sure to bring along your return note / sales receipt so they can issue a refund via the same payment method you used when you purchased your items, the refund may take up to 7 working days to appear in your account. 

FREE

 

1. Our fair use clause

So we’ve made a change to our return policy by adding a fair use clause.

What does this mean?

We're committed to bringing sustainable Fashion FWD and invite you to be part of that. To work towards more sustainable practices, while still providing you the best service, we've updated our new return policy.

We know most of our loyal customers shop sensibly and only return when you need to. We understand that, sometimes, what arrives is not exactly what you expected and you need to return it. That's fine – and that’s why we feel it’s important to still offer you free 30 day returns. 

So, this new clause is very unlikely to affect you. It helps us start the conversation with the few shoppers out there that are ordering very often and returning almost every item. We can’t ignore the impact this is having on our environment and we want to do our part to reduce it.

The clause may be activated if we notice an unusual pattern of returns activity that doesn’t feel right - for example, if we suspect someone is wearing their items and returning them - or ordering and returning a lot more than a loyal customer would order - then we might have to deactivate the account and any associated accounts. If this happens to you and you think we've made a mistake, please get in touch with Customer Service and we'll be happy to help you.

We’re proud to be part of this movement in responding with care to the changing landscape of the fashion industry. Let’s work together to bring sustainable Fashion FWD and reduce the fashion miles our products travel. Shop smarter. Return less. 

2. How do I get my return ready? 

  • Place your item back into the transparent plastic bag it came in.
  • Write the return reason code on your return note.
  • If you want to return an non-fashion item, please find the specific return policy in the product description.
  • Place the items and your return note back into the return parcel (you can re-use our bag/ parcel).
  • Stick the return label on the return parcel. Please be sure it covers the old postage label.
  • Seal your return parcel securely so it doesn’t get damaged on the way back.
  • Make sure to ask for a receipt as a proof of having returned the parcel.

3. Is it possible to exchange an item? 

Online: we can't exchange the item for you, but you can instead return and re-order the item.

In-store: you can exchange your item in a participating store with the same brand name if the store has that particular item in stock or you can always exchange it for another in-store item. 

4. When will I receive my refund? 

Online: Once your return has been processed, we will issue a refund. We issue the refund to the payment method that you chose when you made your order. The return processing time is up to 14 days.
You will receive a confirmation by e-mail. If you have paid with credit card or PayPal, it can take some days for the money to appear in your account and the time it takes usually depends on your bank.

In - store: The store can’t pay out cash for online purchased items, but the store can start an automatic refund via the same payment method you used when you purchased your items. If you exchange items purchased online for new items available at one of our stores, then you can use the refunded amount right away in the store. A refund to your original payment method can take up to 7 days (excluding weekends and bank holidays).

AfterPay payment: If you paid with Afterpay, the amount of your return will be cancelled from your invoice and it will automatically be updated. If you return everything the entire invoice will be cancelled. If you have not received your invoice please click on afterpay.be to download it.

5. I've received an incorrect/damaged item what should I do?

Incorrect items can only be returned online, damaged items can be returned both online and in-store. 

Online: If you happen to find an error or defect with an item you bought in our online shop, please make sure to make a claim for the item no later than 2 years from the purchase date. Send the item back to us using the prepaid return label included in your parcel.
Clearly mark code 13 as the reason on the return note and include this in the parcel with the damaged or incorrect item.
Once we’ve received the item, your claim will be processed. Faulty items are always refunded in full.
As soon as we process the claim, we’ll refund the money within 14 days.

In - store: If you show your sales receipt / return note, you have the opportunity to return the faulty item direct in one of the participating stores:

  • JACK & JONES ARTICLE in all JACK & JONES Stores.
  • VERO MODA ARTICLE in all VERO MODA Stores. 

           

Denmark

 

If you have purchased an item through our online shop, you can choose between following return options:

 

Postnord_logo__003_.png

DHLexpress.png

Return to your local postnord post office in over 1,400 locations.

Open 7 days a week from early until late.

Your return will be processed in about 14 working days.

FREE
CC_logo__002_.JPG

If you want to return one or more items you have collected at a Click & Collect store before, you can bring your return parcel to the nearest Postnord post office or a Click & Collect store, who will return the parcel for you. 

You will get a confirmation for your return.

Your return will be processed in about 14 working days.

FREE
JJ_logo.png

Return your JACK & JONES items to your local JACK & JONES store.

You will get a confirmation for your return.

Make sure to bring along your return note / sales receipt so they can issue a refund via the same payment method you used when you purchased your items, the refund may take up to 7 working days to appear in your account.

FREE
VM_logo_1__002_.JPG

Return your VERO MODA items to your local VERO MODA store.

You will get a confirmation for your return.

Make sure to bring along your return note / sales receipt so they can issue a refund via the same payment method you used when you purchased your items, the refund may take up to 7 working days to appear in your account.

FREE
name_it.png

Return your NAME IT items to your local NAME IT store.

You will get a confirmation for your return.

Make sure to bring along your return note / sales receipt so they can issue a refund via the same payment method you used when you purchased your items, the refund may take up to 7 working days to appear in your account.

FREE

 

SEL_logo__002_.png 

Return your SELECTED items to your local SELECTED store.

You will get a confirmation for your return.

Make sure to bring along your return note / sales receipt so they can issue a refund via the same payment method you used when you purchased your items, the refund may take up to 7 working days to appear in your account.

FREE 

 Vila_logo__002_.png

 Return your VILA items to your local VILA store.

You will get a confirmation for your return.

Make sure to bring along your return note / sales receipt so they can issue a refund via the same payment method you used when you purchased your items, the refund may take up to 7 working days to appear in your account.

FREE 

Bianco_logo__002_.png 

Return your BIANCO items to your local BIANCO store.

You will get a confirmation for your return.

Make sure to bring along your return note / sales receipt so they can issue a refund via the same payment method you used when you purchased your items, the refund may take up to 7 working days to appear in your account.

 FREE

only.png

Return your ONLY items to your local ONLY store.

You will get a confirmation for your return.

Make sure to bring along your return note / sales receipt so they can issue a refund via the same payment method you used when you purchased your items, the refund may take up to 7 working days to appear in your account.

FREE

In participating stores

 

1. Our fair use clause

So we’ve made a change to our return policy by adding a fair use clause.

What does this mean?

We're committed to bringing sustainable Fashion FWD and invite you to be part of that. To work towards more sustainable practices, while still providing you the best service, we've updated our new return policy.

We know most of our loyal customers shop sensibly and only return when you need to. We understand that, sometimes, what arrives is not exactly what you expected and you need to return it. That's fine – and that’s why we feel it’s important to still offer you free 30 day returns. 

So, this new clause is very unlikely to affect you. It helps us start the conversation with the few shoppers out there that are ordering very often and returning almost every item. We can’t ignore the impact this is having on our environment and we want to do our part to reduce it.

The clause may be activated if we notice an unusual pattern of returns activity that doesn’t feel right - for example, if we suspect someone is wearing their items and returning them - or ordering and returning a lot more than a loyal customer would order - then we might have to deactivate the account and any associated accounts. If this happens to you and you think we've made a mistake, please get in touch with Customer Service and we'll be happy to help you.

We’re proud to be part of this movement in responding with care to the changing landscape of the fashion industry. Let’s work together to bring sustainable Fashion FWD and reduce the fashion miles our products travel. Shop smarter. Return less. 

2. How do I get my return ready? 

  • Place your item back into the transparent plastic bag it came in.
  • Write the return reason code on your return note.
  • If you want to return an non-fashion item, please find the specific return policy in the product description.
  • Place the items and your return note back into the return parcel (you can re-use our bag/ parcel).
  • Stick the return label on the return parcel. Please be sure it covers the old postage label.
  • Seal your return parcel securely so it doesn’t get damaged on the way back.
  • Make sure to ask for a receipt as a proof of having returned the parcel. If you return your parcel via a mailbox, we can't start an investigation / complaint if the parcel was removed during transport. In these cases, we unfortunately can not refund you the amount.

3. Is it possible to exchange an item? 

Online: we can't exchange the item for you, but you can instead return and re-order the item.

In-store: you can exchange your item in a participating store with the same brand name (e.g. JACK & JONES items to a participating JACK & JONES store) if the store has that particular item in stock or you can always exchange it for another in-store item. 

Check in the table above if your store is participating.

4. When will I receive my refund? 

Online: Once your return has been processed, we will issue a refund. We issue the refund to the payment method that you chose when you made your order. The return processing time is up to 14 days.
You will receive a confirmation by e-mail. If you have paid with credit card or PayPal, it can take some days for the money to appear in your account and the time it takes usually depends on your bank.

In - store: The store can’t pay out cash for online purchased items, but the store can start an automatic refund via the same payment method you used when you purchased your items. If you exchange items purchased online for new items available at one of our stores, then you can use the refunded amount right away in the store.

A refund to your original payment method can take up to 7 days (excluding weekends and bank holidays).

Klarna and refund

If you paid with Klarna and you haven't received your invoice please go to Klarna.com to download it.

The amount of your return will be cancelled from your invoice and it will automatically be updated. If you return everything the entire invoice will be cancelled. If you have not received your invoice please go to Klarna.com to download it.


5. I've received an incorrect/damaged item what should I do?

Incorrect items can only be returned online, damaged items can be returned both online and in-store. 

Online: If you happen to find an error or defect with an item you bought in our online shop, please make sure to make a claim for the item no later than 2 years from the purchase date. Send the item back to us using the prepaid return label included in your parcel.
Clearly mark code 13 as the reason on the return note and include this in the parcel with the damaged or incorrect item.
Once we’ve received the item, your claim will be processed. Faulty items are always refunded in full.
As soon as we process the claim, we’ll refund the money within 14 days.

In - store: If you show your sales receipt / return note, you have the opportunity to return the faulty item direct in one of the participating stores:

  • BIANCO items in all BIANCO stores.
  • JACK & JONES items in all JACK & JONES stores.
  • SELECTED items in all SELECTED stores.
  • NAME IT items in all NAME IT stores.
  • VERO MODA and NOISY MAY items in all VERO MODA stores.
  • VILA items in VILA stores.
  • ONLY items in the PARTICIATING ONLY stores.

 

Finland

 

If you have purchased an item through our online shop, you can use our easy to return process.

 

posti_logo__002_.png

DHLexpress.png

Return through your local Posti office in over 1,000 locations.

Open 7 days a week, early until late.

Your return will be processed in about 14 working days.

FREE
JJ_logo.png

Return your JACK & JONES items to your local JACK & JONES store.

You will get a confirmation for your return.

Make sure to bring along your return note / sales receipt so they can issue a refund via the same payment method you used when you purchased your items, the refund may take up to 7 working days to appear in your account.

FREE
VM_logo_1__002_.JPG

Return your VERO MODA items to your local VERO MODA store.

You will get a confirmation for your return.

Make sure to bring along your return note / sales receipt so they can issue a refund via the same payment method you used when you purchased your items, the refund may take up to 7 working days to appear in your account.

FREE

In participating stores

name_it.png  

Return your NAME IT items to your local NAME IT store.

You will get a confirmation for your return.

Make sure to bring along your return note / sales receipt so they can issue a refund via the same payment method you used when you purchased your items, the refund may take up to 7 working days to appear in your account.

 FREE

 

1. Our fair use clause

So we’ve made a change to our return policy by adding a fair use clause.

What does this mean?

We're committed to bringing sustainable Fashion FWD and invite you to be part of that. To work towards more sustainable practices, while still providing you the best service, we've updated our new return policy.

We know most of our loyal customers shop sensibly and only return when you need to. We understand that, sometimes, what arrives is not exactly what you expected and you need to return it. That's fine – and that’s why we feel it’s important to still offer you free 30 day returns. 

So, this new clause is very unlikely to affect you. It helps us start the conversation with the few shoppers out there that are ordering very often and returning almost every item. We can’t ignore the impact this is having on our environment and we want to do our part to reduce it.

The clause may be activated if we notice an unusual pattern of returns activity that doesn’t feel right - for example, if we suspect someone is wearing their items and returning them - or ordering and returning a lot more than a loyal customer would order - then we might have to deactivate the account and any associated accounts. If this happens to you and you think we've made a mistake, please get in touch with Customer Service and we'll be happy to help you.

We’re proud to be part of this movement in responding with care to the changing landscape of the fashion industry. Let’s work together to bring sustainable Fashion FWD and reduce the fashion miles our products travel. Shop smarter. Return less. 

2. How do I get my return ready? 

  • Place your item back into the transparent plastic bag it came in.
  • Write the return reason code on your return note.
  • If you want to return an non-fashion item, please find the specific return policy in the product description.
  • Place the items and your return note back into the return parcel (you can re-use our bag/ parcel).
  • Stick the return label on the return parcel. Please be sure it covers the old postage label.
  • Seal your return parcel securely so it doesn’t get damaged on the way back.
  • Make sure to ask for a receipt as a proof of having returned the parcel. The return parcel must be submitted to a carrier and may not be placed in a mailbox. If you return your parcel via a mailbox, we can't start an investigation / complaint if the parcel was removed during transport. In these cases, we unfortunately can not refund you the amount.

3. Is it possible to exchange an item? 

Online: we can't exchange the item for you, but you can instead return and re-order the item.

In-store: you can exchange your item in a participating store with the same brand name (e.g. JACK & JONES items to a participating JACK & JONES store) if the store has that particular item in stock or you can always exchange it for another in-store item. 

Check in the table above if your store is participating.

4. When will I receive my refund? 

Online: Once your return has been processed, we will issue a refund. We issue the refund to the payment method that you chose when you made your order. The return processing time is up to 14 days.
You will receive a confirmation by e-mail. If you have paid with credit card or PayPal, it can take some days for the money to appear in your account and the time it takes usually depends on your bank.

In - store: The store can’t pay out cash for online purchased items, but the store can start an automatic refund via the same payment method you used when you purchased your items. If you exchange items purchased online for new items available at one of our stores, then you can use the refunded amount right away in the store.

A refund to your original payment method can take up to 7 days (excluding weekends and bank holidays).

Klarna and refund

If you paid with Klarna and you haven't received your invoice please go to Klarna.com to download it.

The amount of your return will be cancelled from your invoice and it will automatically be updated. If you return everything the entire invoice will be cancelled. If you have not received your invoice please go to Klarna.com to download it.

5. I've received an incorrect/damaged item what should I do?

Incorrect items can only be returned online, damaged items can be returned both online and in-store. 

Online: If you happen to find an error or defect with an item you bought in our online shop, please make sure to make a claim for the item no later than 2 years from the purchase date. Send the item back to us using the prepaid return label included in your parcel.
Clearly mark code 13 as the reason on the return note and include this in the parcel with the damaged or incorrect item.
Once we’ve received the item, your claim will be processed. Faulty items are always refunded in full.
As soon as we process the claim, we’ll refund the money within 14 days.

In - store: If you show your sales receipt / return note, you have the opportunity to return the faulty item direct in one of the participating stores:

  • JACK & JONES items in all JACK & JONES stores.
  • NAME IT items in all NAME IT stores.
  • VERO MODA items in the PARTICIPATING VERO MODA stores.

 

France

 

If you have purchased an item through our online shop, you can choose between following return options:

 

Colissimo.png

DHLexpress.png

If you ordered via Colissimo or DHL Express you can return through your local Colissimo post office in over 17,000 locations. 

Your return will be processed in approximately 14 working days.

FREE
JJ_logo.png

Return your JACK & JONES items to your local JACK & JONES store.

You will get a confirmation for your return.

Make sure to bring along your sales receipt / return note so they can issue a refund via the same payment method you used when you purchased your items, the refund may take up to 7 days (excluding weekends and bank holidays) to appear in your account. 

FREE

 

1. Our fair use clause

So we’ve made a change to our return policy by adding a fair use clause.

What does this mean?

We're committed to bringing sustainable Fashion FWD and invite you to be part of that. To work towards more sustainable practices, while still providing you the best service, we've updated our new return policy.

We know most of our loyal customers shop sensibly and only return when you need to. We understand that, sometimes, what arrives is not exactly what you expected and you need to return it. That's fine – and that’s why we feel it’s important to still offer you free 30 day returns. 

So, this new clause is very unlikely to affect you. It helps us start the conversation with the few shoppers out there that are ordering very often and returning almost every item. We can’t ignore the impact this is having on our environment and we want to do our part to reduce it.

The clause may be activated if we notice an unusual pattern of returns activity that doesn’t feel right - for example, if we suspect someone is wearing their items and returning them - or ordering and returning a lot more than a loyal customer would order - then we might have to deactivate the account and any associated accounts. If this happens to you and you think we've made a mistake, please get in touch with Customer Service and we'll be happy to help you.

We’re proud to be part of this movement in responding with care to the changing landscape of the fashion industry. Let’s work together to bring sustainable Fashion FWD and reduce the fashion miles our products travel. Shop smarter. Return less. 

2. How do I get my return ready? 

  • Place your item back into the transparent plastic bag it came in.
  • Write the return reason code on your return note.
  • If you want to return an non-fashion item, please find the specific return policy in the product description.
  • Place the items and your return note back into the return parcel (you can re-use our bag/ parcel).
  • Stick the return label on the return parcel. Please be sure it covers the old postage label.
  • Seal your return parcel securely so it doesn’t get damaged on the way back.
  • Make sure to ask for a receipt as a proof of having returned the parcel.

3. Is it possible to exchange an item? 

Online: we can't exchange the item for you, but you can instead return and re-order the item.

In-store: you can exchange your JACK & JONES item if the store has that particular item in stock or you can always exchange it for another in-store item.

4. When will I receive my refund? 

Online: Once your return has been processed, we will issue a refund. We issue the refund to the payment method that you chose when you made your order. The return processing time is up to 14 days.
You will receive a confirmation by e-mail. If you have paid with credit card or PayPal, it can take some days for the money to appear in your account and the time it takes usually depends on your bank.

In - store: The store can’t pay out cash for online purchased items, but the store can start an automatic refund via the same payment method you used when you purchased your items. If you exchange items purchased online for new items available at one of our stores, then you can use the refunded amount right away in the store. A refund to your original payment method can take up to 7 days (excluding weekends and bank holidays).

5. I've received an incorrect/damaged item what should I do?

Incorrect items can only be returned online, damaged items can be returned both online and in-store. 

Online: If you happen to find an error or defect with an item you bought in our online shop, please make sure to make a claim for the item no later than 2 years from the purchase date. Send the item back to us using the prepaid return label included in your parcel.
Clearly mark code 13 as the reason on the return note and include this in the parcel with the damaged or incorrect item.
Once we’ve received the item, your claim will be processed. Faulty items are always refunded in full.
As soon as we process the claim, we’ll refund the money within 14 days.

In - store: If you show your sales receipt / return note, you have the opportunity to return the faulty JACK & JONES item directly in one of our JACK & JONES stores.

 

Germany

 

If you have purchased an item through our online shop, you can choose between following return options:

 

DHL_logo.png

Parcels delivered with DHL should be returned to your local DHL parcel shop at more than 25,000 locations.

Open 7 days a week, early till late.

If you want to return one or more items you have collected at a Click & Collect store before, you must bring your returning parcel to a DHL parcel shop. Click & Collect stores do not exchange goods and do not accept return parcels.

Your return will be processed in about 14 working days.

FREE
Hermes_logo.png

Parcels delivered with Hermes should be returned to your local Hermes parcel shop at more than 15,000 locations.

Open Mon-Sat, early till late.

Your return will be processed in about 14 working days.

FREE
JJ_logo.png

Return your JACK & JONES items to your local JACK & JONES store.

You will get a confirmation for your return.

Make sure to bring along your return note / sales receipt so they can issue a refund via the same payment method you used when you purchased your items, the refund may take up to 7 working days to appear in your account.

FREE
VM_logo_1__002_.JPG

Return your VERO MODA items to your local VERO MODA store.

You will get a confirmation for your return.

Make sure to bring along your return note / sales receipt so they can issue a refund via the same payment method you used when you purchased your items, the refund may take up to 7 working days to appear in your account.

FREE

 

1. Our fair use clause

So we’ve made a change to our return policy by adding a fair use clause.

What does this mean?

We're committed to bringing sustainable Fashion FWD and invite you to be part of that. To work towards more sustainable practices, while still providing you the best service, we've updated our new return policy.

We know most of our loyal customers shop sensibly and only return when you need to. We understand that, sometimes, what arrives is not exactly what you expected and you need to return it. That's fine – and that’s why we feel it’s important to still offer you free 30 day returns. 

So, this new clause is very unlikely to affect you. It helps us start the conversation with the few shoppers out there that are ordering very often and returning almost every item. We can’t ignore the impact this is having on our environment and we want to do our part to reduce it.

The clause may be activated if we notice an unusual pattern of returns activity that doesn’t feel right - for example, if we suspect someone is wearing their items and returning them - or ordering and returning a lot more than a loyal customer would order - then we might have to deactivate the account and any associated accounts. If this happens to you and you think we've made a mistake, please get in touch with Customer Service and we'll be happy to help you.

We’re proud to be part of this movement in responding with care to the changing landscape of the fashion industry. Let’s work together to bring sustainable Fashion FWD and reduce the fashion miles our products travel. Shop smarter. Return less. 

2. How do I get my return ready? 

  • Place your item back into the transparent plastic bag it came in.
  • Write the return reason code on your return note.
  • If you want to return an non-fashion item, please find the specific return policy in the product description.
  • Place the items and your return note back into the return parcel (you can re-use our bag/ parcel).
  • Stick the return label on the return parcel. Please be sure it covers the old postage label.
  • Seal your return parcel securely so it doesn’t get damaged on the way back.
  • Make sure to ask for a receipt as a proof of having returned the parcel.

3. Is it possible to exchange an item? 

Online: we can't exchange the item for you, but you can instead return and re-order the item.

In-store: you can exchange your item in a participating store with the same brand name (e.g. JACK & JONES items to a participating JACK & JONES store) if the store has that particular item in stock or you can always exchange it for another in-store item. 

Check in the table above if your store is participating.

4. When will I receive my refund? 

Online: Once your return has been processed, we will issue a refund. We issue the refund to the payment method that you chose when you made your order. The return processing time is up to 14 days.
You will receive a confirmation by e-mail. If you have paid with credit card or PayPal, it can take some days for the money to appear in your account and the time it takes usually depends on your bank.

In - store: The store can’t pay out cash for online purchased items, but the store can start an automatic refund via the same payment method you used when you purchased your items. If you exchange items purchased online for new items available at one of our stores, then you can use the refunded amount right away in the store.

A refund to your original payment method can take up to 7 days (excluding weekends and bank holidays).

Klarna and refund

If you paid with Klarna and you haven't received your invoice please go to Klarna.com to download it.

The amount of your return will be cancelled from your invoice and it will automatically be updated. If you return everything and didn't pay yet the entire invoice will be cancelled.  If you make the return to the due date of the invoice, you only need to keep the items that are paid and the shipping charges. Simply deduct the amounts of the returned items from the original invoice amount.

Note: The maturity of the Klarna invoice is independent of our 30-day return guarantee. If you wish to use our 30-day return policy and return the goods to us only after the due date of the invoice, we ask you to comply with the invoice and to transfer the entire invoice amount. Klarna will then refund you after we received your return. If you have any questions about your refund, please contact Klarna AB Customer Service directly: Phone: 0221 - 669 501 10, e-mail: kundendienst@klarna.de 

5. I've received an incorrect/damaged item what should I do?

Incorrect items can only be returned online, damaged items can be returned both online and in-store. 

Online: If you happen to find an error or defect with an item you bought in our online shop, please make sure to make a claim for the item no later than 2 years from the purchase date. Send the item back to us using the prepaid return label included in your parcel.
Clearly mark code 13 as the reason on the return note and include this in the parcel with the damaged or incorrect item.
Once we’ve received the item, your claim will be processed. Faulty items are always refunded in full.
As soon as we process the claim, we’ll refund the money within 14 days.

In - store: If you show your sales receipt / return note, you have the opportunity to return the faulty item direct in one of the participating stores:

  • JACK & JONES items in all JACK & JONES stores.
  • VERO MODA items in all VERO MODA stores.

 

 

Ireland

 

If you have purchased an item through our online shop, you can choose between following return options: 

 

 

 
AnPost__002_.png

Return through your local An Post post office in over 1,000 locations.

Open Mon-Sat, early until late.

Your return will be processed in approximately 14 working days.

FREE
VM_logo_1__002_.JPG

Return your VERO MODA items to your local VERO MODA store.

You will get a confirmation for your return.

Make sure to bring along your return note / sales receipt so they can issue a refund via the same payment method you used when you purchased your items, the refund may take up to 7 working days to appear in your account. 

FREE
SEL_logo1__002_.JPG

Return your SELECTED items in participating SELECTED stores.

You will get a confirmation for your return.

Make sure to bring along your return note / sales receipt so they can issue a refund via the same payment method you used when you purchased your items, the refund may take up to 7 working days to appear in your account. 

FREE

Find participating stoes

 

1. Our fair use clause

So we’ve made a change to our return policy by adding a fair use clause.

What does this mean?

We're committed to bringing sustainable Fashion FWD and invite you to be part of that. To work towards more sustainable practices, while still providing you the best service, we've updated our new return policy.

We know most of our loyal customers shop sensibly and only return when you need to. We understand that, sometimes, what arrives is not exactly what you expected and you need to return it. That's fine – and that’s why we feel it’s important to still offer you free 30 day returns. 

So, this new clause is very unlikely to affect you. It helps us start the conversation with the few shoppers out there that are ordering very often and returning almost every item. We can’t ignore the impact this is having on our environment and we want to do our part to reduce it.

The clause may be activated if we notice an unusual pattern of returns activity that doesn’t feel right - for example, if we suspect someone is wearing their items and returning them - or ordering and returning a lot more than a loyal customer would order - then we might have to deactivate the account and any associated accounts. If this happens to you and you think we've made a mistake, please get in touch with Customer Service and we'll be happy to help you.

We’re proud to be part of this movement in responding with care to the changing landscape of the fashion industry. Let’s work together to bring sustainable Fashion FWD and reduce the fashion miles our products travel. Shop smarter. Return less. 

2. How do I get my return ready? 

  • Place your item back into the transparent plastic bag it came in.
  • Write the return reason code on your return note.
  • If you want to return an non-fashion item, please find the specific return policy in the product description.
  • Place the items and your return note back into the return parcel (you can re-use our bag/ parcel).
  • Stick the return label on the return parcel. Please be sure it covers the old postage label.
  • Seal your return parcel securely so it doesn’t get damaged on the way back.
  • Make sure to ask for a receipt as a proof of having returned the parcel.

3. Is it possible to exchange an item? 

Online: we can't exchange the item for you, but you can instead return and re-order the item.

In-store: you can exchange your item in a participating store with the same brand name if the store has that particular item in stock or you can always exchange it for another in-store item. 

4. When will I receive my refund? 

Online: Once your return has been processed, we will issue a refund. We issue the refund to the payment method that you chose when you made your order. The return processing time is up to 14 days.
You will receive a confirmation by e-mail. If you have paid with credit card or PayPal, it can take some days for the money to appear in your account and the time it takes usually depends on your bank.

In - store: The store can’t pay out cash for online purchased items, but the store can start an automatic refund via the same payment method you used when you purchased your items. If you exchange items purchased online for new items available at one of our stores, then you can use the refunded amount right away in the store. A refund to your original payment method can take up to 7 days (excluding weekends and bank holidays).

5. I've received an incorrect/damaged item what should I do?

Incorrect items can only be returned online, damaged items can be returned both online and in-store. 

Online: If you happen to find an error or defect with an item you bought in our online shop, please make sure to make a claim for the item no later than 2 years from the purchase date. Send the item back to us using the prepaid return label included in your parcel.
Clearly mark code 13 as the reason on the return note and include this in the parcel with the damaged or incorrect item.
Once we’ve received the item, your claim will be processed. Faulty items are always refunded in full.
As soon as we process the claim, we’ll refund the money within 14 days.

In - store: If you show your sales receipt / return note, you have the opportunity to return the faulty item direct in one of the participating stores:

  • VERO MODA ARTICLE in all VERO MODA Stores. 
  • SELECTED FEMME/ HOMME ARTICLE in PARTICIPATING SELECTED FEMME / HOMME Stores. 

 

Italy

 

If you have purchased an item through our online shop, you can use our easy to return process. 

   

IT.png

DHLexpress.png

The cost of return shipping is € 5.95 - if you use our prepaid return label.

Return through your local Poste Italiane post office in over 17,000 locations.

Open Mon-Sat, early until late.

Your return will be processed in approximately 14 working days.

€ 5.95 
JJ_logo.png

The cost of return shipping is € 5.95 - if you use our prepaid return label.

Return your JACK & JONES items to your local JACK & JONES store.

You will get a confirmation for your return.

Make sure to bring along your sales receipt / return note so they can issue a refund via the same payment method you used when you purchased your items, the refund may take up to 7 days (excluding weekends and bank holidays) to appear in your account.  

€ 5.95

1. Our fair use clause

So we’ve made a change to our return policy by adding a fair use clause.

What does this mean?

We're committed to bringing sustainable Fashion FWD and invite you to be part of that. To work towards more sustainable practices, while still providing you the best service, we've updated our new return policy.

We know most of our loyal customers shop sensibly and only return when you need to. We understand that, sometimes, what arrives is not exactly what you expected and you need to return it. That's fine – and that’s why we feel it’s important to still offer you 30 day returns. 

So, this new clause is very unlikely to affect you. It helps us start the conversation with the few shoppers out there that are ordering very often and returning almost every item. We can’t ignore the impact this is having on our environment and we want to do our part to reduce it.

The clause may be activated if we notice an unusual pattern of returns activity that doesn’t feel right - for example, if we suspect someone is wearing their items and returning them - or ordering and returning a lot more than a loyal customer would order - then we might have to deactivate the account and any associated accounts. If this happens to you and you think we've made a mistake, please get in touch with Customer Service and we'll be happy to help you.

We’re proud to be part of this movement in responding with care to the changing landscape of the fashion industry. Let’s work together to bring sustainable Fashion FWD and reduce the fashion miles our products travel. Shop smarter. Return less. 

2. How do I get my return ready? 

  • Place your item back into the transparent plastic bag it came in.
  • Write the return reason code on your return note.
  • If you want to return an non-fashion item, please find the specific return policy in the product description.
  • Place the items and your return note back into the return parcel (you can re-use our bag/ parcel).
  • Stick the return label on the return parcel. Please be sure it covers the old postage label.
  • Seal your return parcel securely so it doesn’t get damaged on the way back.
  • Make sure to ask for a receipt as a proof of having returned the parcel.

3. Is it possible to exchange an item? 

We can't exchange the item for you, but you can instead return and re-order the item.

4. When will I receive my refund? 

Once your return has been processed, we will issue a refund. We issue the refund to the payment method that you chose when you made your order. The return processing time is up to 14 days. The costs of return shipping is € 5.95 - if you use our prepaid return label. We'll automatically deduct the amount from your refund.
You will receive a confirmation by e-mail. If you have paid with credit card or PayPal, it can take some days for the money to appear in your account and the time it takes usually depends on your bank.

5. I've received an incorrect/damaged item what should I do?

If you happen to find an error or defect with an item you bought in our online shop, please make sure to make a claim for the item no later than 2 years from the purchase date. Send the item back to us using the prepaid return label included in your parcel.
Clearly mark code 13 as the reason on the return note and include this in the parcel with the damaged or incorrect item.
Once we’ve received the item, your claim will be processed. Faulty items are always refunded in full.
As soon as we process the claim, we’ll refund the money within 14 days.

 

Netherlands


If you have purchased an item through our online shop, you can choose between following return options: 

 

 

 

postnl.png

DHLexpress.png

Return your parcel to one of the 3,000 PostNL service points. 

Open 7 days a week from early till late.

Your return will be processed in approximately 14 working days.

FREE
JJ_logo.png

Return your JACK & JONES items to your local JACK & JONES store.

You will get a confirmation for your return.

Make sure to bring along your return note / sales receipt so they can issue a refund via the same payment method you used when you purchased your items, the refund may take up to 7 working days to appear in your account. 

FREE
VM_logo_1__002_.JPG

Return your VERO MODA items to your local VERO MODA store.

You will get a confirmation for your return.

Make sure to bring along your return note / sales receipt so they can issue a refund via the same payment method you used when you purchased your items, the refund may take up to 7 working days to appear in your account. 

FREE
pieces.png

Return your PIECES items to your local PIECES store.

You will get a confirmation for your return.

Make sure to bring along your return note / sales receipt so they can issue a refund via the same payment method you used when you purchased your items, the refund may take up to 7 working days to appear in your account. 

FREE 
name_it.png

Return your NAME IT items to your local NAME IT store.

You will get a confirmation for your return.

Make sure to bring along your return note / sales receipt so they can issue a refund via the same payment method you used when you purchased your items, the refund may take up to 7 working days to appear in your account. 

FREE 

 

1. Our fair use clause

So we’ve made a change to our return policy by adding a fair use clause.

What does this mean?

We're committed to bringing sustainable Fashion FWD and invite you to be part of that. To work towards more sustainable practices, while still providing you the best service, we've updated our new return policy.

We know most of our loyal customers shop sensibly and only return when you need to. We understand that, sometimes, what arrives is not exactly what you expected and you need to return it. That's fine – and that’s why we feel it’s important to still offer you free 30 day returns. 

So, this new clause is very unlikely to affect you. It helps us start the conversation with the few shoppers out there that are ordering very often and returning almost every item. We can’t ignore the impact this is having on our environment and we want to do our part to reduce it.

The clause may be activated if we notice an unusual pattern of returns activity that doesn’t feel right - for example, if we suspect someone is wearing their items and returning them - or ordering and returning a lot more than a loyal customer would order - then we might have to deactivate the account and any associated accounts. If this happens to you and you think we've made a mistake, please get in touch with Customer Service and we'll be happy to help you.

We’re proud to be part of this movement in responding with care to the changing landscape of the fashion industry. Let’s work together to bring sustainable Fashion FWD and reduce the fashion miles our products travel. Shop smarter. Return less. 

2. How do I get my return ready? 

  • Place your item back into the transparent plastic bag it came in.
  • Write the return reason code on your return note.
  • If you want to return an non-fashion item, please find the specific return policy in the product description.
  • Place the items and your return note back into the return parcel (you can re-use our bag/ parcel).
  • Stick the return label on the return parcel. Please be sure it covers the old postage label.
  • Seal your return parcel securely so it doesn’t get damaged on the way back.
  • Make sure to ask for a receipt as a proof of having returned the parcel.

3. Is it possible to exchange an item? 

Online: we can't exchange the item for you, but you can instead return and re-order the item.

In-store: you can exchange your item in a participating store with the same brand name if the store has that particular item in stock or you can always exchange it for another in-store item. 

4. When will I receive my refund? 

Online: Once your return has been processed, we will issue a refund. We issue the refund to the payment method that you chose when you made your order. The return processing time is up to 14 days.
You will receive a confirmation by e-mail. If you have paid with credit card or PayPal, it can take some days for the money to appear in your account and the time it takes usually depends on your bank.

In - store: The store can’t pay out cash for online purchased items, but the store can start an automatic refund via the same payment method you used when you purchased your items. If you exchange items purchased online for new items available at one of our stores, then you can use the refunded amount right away in the store. A refund to your original payment method can take up to 7 days (excluding weekends and bank holidays).

Klarna payment: If you paid with Klarna, the amount of your return will be cancelled from your invoice and it will automatically be updated. If you return everything the entire invoice will be cancelled. If you have not received your invoice please click on Klarna.com to download it. 

5. I've received an incorrect/damaged item what should I do?

Incorrect items can only be returned online, damaged items can be returned both online and in-store. 

Online: If you happen to find an error or defect with an item you bought in our online shop, please make sure to make a claim for the item no later than 2 years from the purchase date. Send the item back to us using the prepaid return label included in your parcel.
Clearly mark code 13 as the reason on the return note and include this in the parcel with the damaged or incorrect item.
Once we’ve received the item, your claim will be processed. Faulty items are always refunded in full.
As soon as we process the claim, we’ll refund the money within 14 days.

In - store: If you show your sales receipt / return note, you have the opportunity to return the faulty item direct in one of the participating stores:

  • JACK & JONES ARTICLE in all JACK & JONES Stores.
  • VERO MODA ARTICLE in all VERO MODA Stores. 
  • PIECES ARTICLE in all PIECES Stores. 
  • NAME IT ARTICLE in all NAME IT Stores.

 

 

Norway

 

If you have purchased an item through our online shop, you can use our easy to return process.

 

bring_logo__002_.png

Return through your nearest Bring post office in over 1,000 locations.

Open 7 days a week, early until late.

Your return will be processed in about 14 working days.

FREE
JJ_logo.png

Return your JACK & JONES items to your local JACK & JONES store.

You will get a confirmation for your return.

Make sure to bring along your return note / sales receipt so they can issue a refund via the same payment method you used when you purchased your items, the refund may take up to 7 working days to appear in your account.

FREE
VM_logo_1__002_.JPG

Return your VERO MODA items to your local VERO MODA store.

You will get a confirmation for your return.

Make sure to bring along your return note / sales receipt so they can issue a refund via the same payment method you used when you purchased your items, the refund may take up to 7 working days to appear in your account.

FREE

In participating stores

Vila_logo__002_.png

Return your VILA items to your local VILA store.

You will get a confirmation for your return.

Make sure to bring along your return note / sales receipt so they can issue a refund via the same payment method you used when you purchased your items, the refund may take up to 7 working days to appear in your account.

 FREE

name_it.png  

Return your NAME IT items to your local NAME IT store.

You will get a confirmation for your return.

Make sure to bring along your return note / sales receipt so they can issue a refund via the same payment method you used when you purchased your items, the refund may take up to 7 working days to appear in your account.

 FREE
JL_logo__002_.png

Return your J.LINDEBERG items to the J.LINDEBERG store in Oslo.

You will get a confirmation for your return.

Make sure to bring along your return note / sales receipt so they can issue a refund via the same payment method you used when you purchased your items, the refund may take up to 7 working days to appear in your account.

FREE

 Participating store: Oslo.

 

1. Our fair use clause

So we’ve made a change to our return policy by adding a fair use clause.

What does this mean?

We're committed to bringing sustainable Fashion FWD and invite you to be part of that. To work towards more sustainable practices, while still providing you the best service, we've updated our new return policy.

We know most of our loyal customers shop sensibly and only return when you need to. We understand that, sometimes, what arrives is not exactly what you expected and you need to return it. That's fine – and that’s why we feel it’s important to still offer you free 30 day returns. 

So, this new clause is very unlikely to affect you. It helps us start the conversation with the few shoppers out there that are ordering very often and returning almost every item. We can’t ignore the impact this is having on our environment and we want to do our part to reduce it.

The clause may be activated if we notice an unusual pattern of returns activity that doesn’t feel right - for example, if we suspect someone is wearing their items and returning them - or ordering and returning a lot more than a loyal customer would order - then we might have to deactivate the account and any associated accounts. If this happens to you and you think we've made a mistake, please get in touch with Customer Service and we'll be happy to help you.

We’re proud to be part of this movement in responding with care to the changing landscape of the fashion industry. Let’s work together to bring sustainable Fashion FWD and reduce the fashion miles our products travel. Shop smarter. Return less. 

2. How do I get my return ready? 

  • Place your item back into the transparent plastic bag it came in.
  • Write the return reason code on your return note.
  • If you want to return an non-fashion item, please find the specific return policy in the product description.
  • Place the items and your return note back into the return parcel (you can re-use our bag/ parcel).
  • Stick the return label on the return parcel. Please be sure it covers the old postage label.
  • Seal your return parcel securely so it doesn’t get damaged on the way back.
  • Make sure to ask for a receipt as a proof of having returned the parcel. The return parcel must be submitted to a carrier and may not be placed in a mailbox. If you return your parcel via a mailbox, we can't start an investigation / complaint if the parcel was removed during transport. In these cases, we unfortunately can not refund you the amount.

3. Is it possible to exchange an item? 

Online: we can't exchange the item for you, but you can instead return and re-order the item.

In-store: you can exchange your item in a participating store with the same brand name (e.g. JACK & JONES items to a participating JACK & JONES store) if the store has that particular item in stock or you can always exchange it for another in-store item. 

Check in the table above if your store is participating.

4. When will I receive my refund? 

Online: Once your return has been processed, we will issue a refund. We issue the refund to the payment method that you chose when you made your order. The return processing time is up to 14 days.
You will receive a confirmation by e-mail. If you have paid with credit card or PayPal, it can take some days for the money to appear in your account and the time it takes usually depends on your bank.

In - store: The store can’t pay out cash for online purchased items, but the store can start an automatic refund via the same payment method you used when you purchased your items. If you exchange items purchased online for new items available at one of our stores, then you can use the refunded amount right away in the store.

A refund to your original payment method can take up to 7 days (excluding weekends and bank holidays).

Klarna and refund

If you paid with Klarna and you haven't received your invoice please go to Klarna.com to download it.

The amount of your return will be cancelled from your invoice and it will automatically be updated. If you return everything the entire invoice will be cancelled. If you have not received your invoice please go to Klarna.com to download it.

5. I've received an incorrect/damaged item what should I do?

Incorrect items can only be returned online, damaged items can be returned both online and in-store. 

Online: If you happen to find an error or defect with an item you bought in our online shop, please make sure to make a claim for the item no later than 2 years from the purchase date. Send the item back to us using the prepaid return label included in your parcel.
Clearly mark code 13 as the reason on the return note and include this in the parcel with the damaged or incorrect item.
Once we’ve received the item, your claim will be processed. Faulty items are always refunded in full.
As soon as we process the claim, we’ll refund the money within 14 days.

In - store: If you show your sales receipt / return note, you have the opportunity to return the faulty item direct in one of the participating stores:

  • JACK & JONES ARTICLE in all JACK & JONES stores.
  • NAME IT ARTICLE in all NAME IT stores.
  • VILA ARTICLE in all VILA stores.
  • VERO MODA ARTICLE IN PARTICIPATING VERO MODA stores.
  • J.LINDEBERG-items can be exchanged in the original condition upon presentation of the sales receipt / return note in the J.LINDEBERG store in Oslo.

 

Poland

 

If you have purchased an item through our online shop, you can use our easy to return process. 

     
DHL_logo.png

Return to your DHL Poland at more than 6,500 locations.

Open 7 days a week, early till late.

Your return will be processed in approximately 14 working days.

 FREE

1. Our fair use clause

So we’ve made a change to our return policy by adding a fair use clause.

What does this mean?

We're committed to bringing sustainable Fashion FWD and invite you to be part of that. To work towards more sustainable practices, while still providing you the best service, we've updated our new return policy.

We know most of our loyal customers shop sensibly and only return when you need to. We understand that, sometimes, what arrives is not exactly what you expected and you need to return it. That's fine – and that’s why we feel it’s important to still offer you free 30 day returns. 

So, this new clause is very unlikely to affect you. It helps us start the conversation with the few shoppers out there that are ordering very often and returning almost every item. We can’t ignore the impact this is having on our environment and we want to do our part to reduce it.

The clause may be activated if we notice an unusual pattern of returns activity that doesn’t feel right - for example, if we suspect someone is wearing their items and returning them - or ordering and returning a lot more than a loyal customer would order - then we might have to deactivate the account and any associated accounts. If this happens to you and you think we've made a mistake, please get in touch with Customer Service and we'll be happy to help you.

We’re proud to be part of this movement in responding with care to the changing landscape of the fashion industry. Let’s work together to bring sustainable Fashion FWD and reduce the fashion miles our products travel. Shop smarter. Return less. 

2. How do I get my return ready? 

  • Place your item back into the transparent plastic bag it came in.
  • Write the return reason code on your return note.
  • If you want to return an non-fashion item, please find the specific return policy in the product description.
  • Place the items and your return note back into the return parcel (you can re-use our bag/ parcel).
  • Stick the return label on the return parcel. Please be sure it covers the old postage label.
  • Seal your return parcel securely so it doesn’t get damaged on the way back.
  • Make sure to ask for a receipt as a proof of having returned the parcel.

3. Is it possible to exchange an item? 

We can't exchange the item for you, but you can instead return and re-order the item.

4. When will I receive my refund? 

Once your return has been processed, we will issue a refund. We issue the refund to the payment method that you chose when you made your order. The return processing time is up to 14 days. We'll automatically deduct the amount from your refund.
You will receive a confirmation by e-mail. If you have paid with credit card or PayPal, it can take some days for the money to appear in your account and the time it takes usually depends on your bank.

5. I've received an incorrect/damaged item what should I do?

If you happen to find an error or defect with an item you bought in our online shop, please make sure to make a claim for the item no later than 2 years from the purchase date. Send the item back to us using the prepaid return label included in your parcel.
Clearly mark code 13 as the reason on the return note and include this in the parcel with the damaged or incorrect item.
Once we’ve received the item, your claim will be processed. Faulty items are always refunded in full.
As soon as we process the claim, we’ll refund the money within 14 days

 

Spain

 

If you have purchased an item through our online shop, you can use our easy to return process. 

     
ES.png

The cost of return shipping is € 5.95 - if you use our prepaid return label.

Return through your local Correos post office in over 2,300 locations.

Open Mon-Sat, early until late.

Your return will be processed in approximately 14 working days.

 € 5.95
JJ_logo.png

The cost of return shipping is € 5.95 - if you use our prepaid return label.

If you ordered a JACK & JONES item you can return it online by creating a return here

€ 5.95

Create a return here

1. Our fair use clause

So we’ve made a change to our return policy by adding a fair use clause.

What does this mean?

We're committed to bringing sustainable Fashion FWD and invite you to be part of that. To work towards more sustainable practices, while still providing you the best service, we've updated our new return policy.

We know most of our loyal customers shop sensibly and only return when you need to. We understand that, sometimes, what arrives is not exactly what you expected and you need to return it. That's fine – and that’s why we feel it’s important to still offer you 30 day returns. 

So, this new clause is very unlikely to affect you. It helps us start the conversation with the few shoppers out there that are ordering very often and returning almost every item. We can’t ignore the impact this is having on our environment and we want to do our part to reduce it.

The clause may be activated if we notice an unusual pattern of returns activity that doesn’t feel right - for example, if we suspect someone is wearing their items and returning them - or ordering and returning a lot more than a loyal customer would order - then we might have to deactivate the account and any associated accounts. If this happens to you and you think we've made a mistake, please get in touch with Customer Service and we'll be happy to help you.

We’re proud to be part of this movement in responding with care to the changing landscape of the fashion industry. Let’s work together to bring sustainable Fashion FWD and reduce the fashion miles our products travel. Shop smarter. Return less. 

2. How do I get my return ready? 

  • Place your item back into the transparent plastic bag it came in.
  • Write the return reason code on your return note.
  • If you want to return an non-fashion item, please find the specific return policy in the product description.
  • Place the items and your return note back into the return parcel (you can re-use our bag/ parcel).
  • Stick the return label on the return parcel. Please be sure it covers the old postage label.
  • Seal your return parcel securely so it doesn’t get damaged on the way back.
  • Make sure to ask for a receipt as a proof of having returned the parcel.

3. Is it possible to exchange an item? 

We can't exchange the item for you, but you can instead return and re-order the item.

4. When will I receive my refund? 

Once your return has been processed, we will issue a refund. We issue the refund to the payment method that you chose when you made your order. The return processing time is up to 14 days. The costs of return shipping is € 5.95 - if you use our prepaid return label. We'll automatically deduct the amount from your refund.
You will receive a confirmation by e-mail. If you have paid with credit card or PayPal, it can take some days for the money to appear in your account and the time it takes usually depends on your bank.

5. I've received an incorrect/damaged item what should I do?

If you happen to find an error or defect with an item you bought in our online shop, please make sure to make a claim for the item no later than 2 years from the purchase date. Send the item back to us using the prepaid return label included in your parcel.
Clearly mark code 13 as the reason on the return note and include this in the parcel with the damaged or incorrect item.
Once we’ve received the item, your claim will be processed. Faulty items are always refunded in full.
As soon as we process the claim, we’ll refund the money within 14 days.

 

Sweden

 

If you have purchased an item through our online shop, you can use our easy to return process.

 

DHL_logo.png

DHLexpress.png

Return through your local DHL Service Point in over 1,500 locations.

Open 7 days a week, early until late.

Your return will be processed in about 14 working days.

FREE
Postnord_SE_logo__002_.png

Return via your local postnord post office in over 1,800 locations.

Open 7 days a week, early until late.

Your return will be processed in about 14 working days.

FREE 
JJ_logo.png

Return your JACK & JONES items to your local JACK & JONES store.

You will get a confirmation for your return.

Make sure to bring along your return note / sales receipt so they can issue a refund via the same payment method you used when you purchased your items, the refund may take up to 7 working days to appear in your account.

FREE
VM_logo_1__002_.JPG

Return your VERO MODA items to your local VERO MODA store.

You will get a confirmation for your return.

Make sure to bring along your return note / sales receipt so they can issue a refund via the same payment method you used when you purchased your items, the refund may take up to 7 working days to appear in your account.

FREE
JL_logo__002_.png

Return your J.LINDEBERG items to your local J.LINDEBERG store.

You will get a confirmation for your return.

Make sure to bring along your return note / sales receipt so they can issue a refund via the same payment method you used when you purchased your items, the refund may take up to 7 working days to appear in your account.

FREE

 Participating stores: Biblioteksgatan, Sturegallerian, St. Paulsgatan and Brunogallerian i Stockholm, Mall of Scandinavia, Täby, Göteborg, Malmö, Väla and Åre.

 

1. Our fair use clause

So we’ve made a change to our return policy by adding a fair use clause.

What does this mean?

We're committed to bringing sustainable Fashion FWD and invite you to be part of that. To work towards more sustainable practices, while still providing you the best service, we've updated our new return policy.

We know most of our loyal customers shop sensibly and only return when you need to. We understand that, sometimes, what arrives is not exactly what you expected and you need to return it. That's fine – and that’s why we feel it’s important to still offer you free 30 day returns. 

So, this new clause is very unlikely to affect you. It helps us start the conversation with the few shoppers out there that are ordering very often and returning almost every item. We can’t ignore the impact this is having on our environment and we want to do our part to reduce it.

The clause may be activated if we notice an unusual pattern of returns activity that doesn’t feel right - for example, if we suspect someone is wearing their items and returning them - or ordering and returning a lot more than a loyal customer would order - then we might have to deactivate the account and any associated accounts. If this happens to you and you think we've made a mistake, please get in touch with Customer Service and we'll be happy to help you.

We’re proud to be part of this movement in responding with care to the changing landscape of the fashion industry. Let’s work together to bring sustainable Fashion FWD and reduce the fashion miles our products travel. Shop smarter. Return less. 

2. How do I get my return ready? 

  • Place your item back into the transparent plastic bag it came in.
  • Write the return reason code on your return note.
  • If you want to return an non-fashion item, please find the specific return policy in the product description.
  • Place the items and your return note back into the return parcel (you can re-use our bag/ parcel).
  • Stick the return label on the return parcel. Please be sure it covers the old postage label.
  • Seal your return parcel securely so it doesn’t get damaged on the way back.
  • Make sure to ask for a receipt as a proof of having returned the parcel. The return parcel must be submitted to a carrier and may not be placed in a mailbox. If you return your parcel via a mailbox, we can't start an investigation / complaint if the parcel was removed during transport. In these cases, we unfortunately can not refund you the amount.

3. Is it possible to exchange an item? 

Online: we can't exchange the item for you, but you can instead return and re-order the item.

In-store: you can exchange your item in a participating store with the same brand name (e.g. JACK & JONES items to a participating JACK & JONES store) if the store has that particular item in stock or you can always exchange it for another in-store item. 

Check in the table above if your store is participating.

4. When will I receive my refund? 

Online: Once your return has been processed, we will issue a refund. We issue the refund to the payment method that you chose when you made your order. The return processing time is up to 14 days.
You will receive a confirmation by e-mail. If you have paid with credit card or PayPal, it can take some days for the money to appear in your account and the time it takes usually depends on your bank.

In - store: The store can’t pay out cash for online purchased items, but the store can start an automatic refund via the same payment method you used when you purchased your items. If you exchange items purchased online for new items available at one of our stores, then you can use the refunded amount right away in the store.

A refund to your original payment method can take up to 7 days (excluding weekends and bank holidays).

Klarna and refund

If you paid with Klarna and you haven't received your invoice please go to Klarna.com to download it.

The amount of your return will be cancelled from your invoice and it will automatically be updated. If you return everything the entire invoice will be cancelled. If you have not received your invoice please go to Klarna.com to download it.

5. I've received an incorrect/damaged item what should I do?

Incorrect items can only be returned online, damaged items can be returned both online and in-store. 

Online: If you happen to find an error or defect with an item you bought in our online shop, please make sure to make a claim for the item no later than 2 years from the purchase date. Send the item back to us using the prepaid return label included in your parcel.
Clearly mark code 13 as the reason on the return note and include this in the parcel with the damaged or incorrect item.
Once we’ve received the item, your claim will be processed. Faulty items are always refunded in full.
As soon as we process the claim, we’ll refund the money within 14 days.

In - store: If you show your sales receipt / return note, you have the opportunity to return the faulty item direct in one of the participating stores:

  • JACK & JONES items in all JACK & JONES stores.
  • VERO MODA and NOISY MAY items in all VERO MODA stores.
  • J.LINDEBERG-items in following participating stores: Biblioteksgatan, Sturegallerian, St. Paulsgatan and Brunogallerian i Stockholm, Mall of Scandinavia, Täby, Göteborg, Malmö, Väla and Åre.

 

Switzerland

 

If you have purchased an item through our online shop, you can choose between following return options:

 

swiss.png

Return to Swiss post at more than 2,400 locations.

Open from Mon to Sat, early till late.

Your return will be processed in about 14 working days.

FREE
Packli_Punkt_logo__002_.JPG

Return to your local Päckli Punkt at more than 1,200 locations.

Open 7 days a week early till late.

Your return will be processed in about 14 working days.

FREE
CC_logo__002_.JPG

If you want to return one or more items you have collected at a Click & Collect store before, you can bring your return parcel to the nearest Swiss post office, your Päckli Punkt or a Click & Collect store, who will return the parcel for you. 

You will get a confirmation for your return.

Your return will be processed in about 14 working days.

FREE
JJ_logo.png

Return your JACK & JONES items to your local JACK & JONES store.

You will get a confirmation for your return.

Make sure to bring along your return note / sales receipt so they can issue a refund via the same payment method you used when you purchased your items, the refund may take up to 7 working days to appear in your account.

FREE
VM_logo_1__002_.JPG

Return your VERO MODA items to your local VERO MODA store.

You will get a confirmation for your return.

Make sure to bring along your return note / sales receipt so they can issue a refund via the same payment method you used when you purchased your items, the refund may take up to 7 working days to appear in your account.

FREE

 

1. Our fair use clause

So we’ve made a change to our return policy by adding a fair use clause.

What does this mean?

We're committed to bringing sustainable Fashion FWD and invite you to be part of that. To work towards more sustainable practices, while still providing you the best service, we've updated our new return policy.

We know most of our loyal customers shop sensibly and only return when you need to. We understand that, sometimes, what arrives is not exactly what you expected and you need to return it. That's fine – and that’s why we feel it’s important to still offer you free 30 day returns. 

So, this new clause is very unlikely to affect you. It helps us start the conversation with the few shoppers out there that are ordering very often and returning almost every item. We can’t ignore the impact this is having on our environment and we want to do our part to reduce it.

The clause may be activated if we notice an unusual pattern of returns activity that doesn’t feel right - for example, if we suspect someone is wearing their items and returning them - or ordering and returning a lot more than a loyal customer would order - then we might have to deactivate the account and any associated accounts. If this happens to you and you think we've made a mistake, please get in touch with Customer Service and we'll be happy to help you.

We’re proud to be part of this movement in responding with care to the changing landscape of the fashion industry. Let’s work together to bring sustainable Fashion FWD and reduce the fashion miles our products travel. Shop smarter. Return less. 

2. How do I get my return ready? 

  • Place your item back into the transparent plastic bag it came in.
  • Write the return reason code on your return note.
  • If you want to return an non-fashion item, please find the specific return policy in the product description.
  • Place the items and your return note back into the return parcel (you can re-use our bag/ parcel).
  • Stick the return label on the return parcel. Please be sure it covers the old postage label.
  • Seal your return parcel securely so it doesn’t get damaged on the way back.
  • Make sure to ask for a receipt as a proof of having returned the parcel.

3. Is it possible to exchange an item? 

Online: we can't exchange the item for you, but you can instead return and re-order the item.

In-store: you can exchange your item in a participating store with the same brand name (e.g. JACK & JONES items to a participating JACK & JONES store) if the store has that particular item in stock or you can always exchange it for another in-store item. 

Check in the table above if your store is participating.

4. When will I receive my refund? 

Online: Once your return has been processed, we will issue a refund. We issue the refund to the payment method that you chose when you made your order. The return processing time is up to 14 days.
You will receive a confirmation by e-mail. If you have paid with credit card or PayPal, it can take some days for the money to appear in your account and the time it takes usually depends on your bank.

In - store: The store can’t pay out cash for online purchased items, but the store can start an automatic refund via the same payment method you used when you purchased your items. If you exchange items purchased online for new items available at one of our stores, then you can use the refunded amount right away in the store. A refund to your original payment method can take up to 7 days (excluding weekends and bank holidays).

5. I've received an incorrect/damaged item what should I do?

Incorrect items can only be returned online, damaged items can be returned both online and in-store. 

Online: If you happen to find an error or defect with an item you bought in our online shop, please make sure to make a claim for the item no later than 2 years from the purchase date. Send the item back to us using the prepaid return label included in your parcel.
Clearly mark code 13 as the reason on the return note and include this in the parcel with the damaged or incorrect item.
Once we’ve received the item, your claim will be processed. Faulty items are always refunded in full.
As soon as we process the claim, we’ll refund the money within 14 days.

In - store: If you show your sales receipt / return note, you have the opportunity to return the faulty item direct in one of the participating stores:

  • JACK & JONES items in all JACK & JONES stores.
  • VERO MODA items in all VERO MODA stores.
  • ONLY items in the participating ONLY stores.

 

United Kingdom

 

If you have purchased an item through our online shop, you can choose between following return options:

 
 

Collect_.png

DHL_logo.png

If you ordered via Collect + or DHL you can return through your local Collect + store in over 7,000 locations. 

Open 7 days a week, early until late.

Your return will be processed in approximately 14 working days.

Use the return label in your parcel. 

FREE
Hermes_logo.png

If you ordered via Hermes you can return through your local Hermes store in over 4,500 locations.

Open 7 days a week, early until late.

Your return will be processed in approximately 14 working days.

FREE
 JJ_logo.png

Return your JACK & JONES items to your local JACK & JONES store.

You will get a confirmation for your return.

Make sure to bring along your sales receipt / return note so they can issue a refund via the same payment method you used when you purchased your items, the refund may take up to 7 days (excluding weekends and bank holidays) to appear in your account.  

FREE 

Find all stores

 

1. Our fair use clause

So we’ve made a change to our return policy by adding a fair use clause.

What does this mean?

We're committed to bringing sustainable Fashion FWD and invite you to be part of that. To work towards more sustainable practices, while still providing you the best service, we've updated our new return policy.

We know most of our loyal customers shop sensibly and only return when you need to. We understand that, sometimes, what arrives is not exactly what you expected and you need to return it. That's fine – and that’s why we feel it’s important to still offer you free 30 day returns. 

So, this new clause is very unlikely to affect you. It helps us start the conversation with the few shoppers out there that are ordering very often and returning almost every item. We can’t ignore the impact this is having on our environment and we want to do our part to reduce it.

The clause may be activated if we notice an unusual pattern of returns activity that doesn’t feel right - for example, if we suspect someone is wearing their items and returning them - or ordering and returning a lot more than a loyal customer would order - then we might have to deactivate the account and any associated accounts. If this happens to you and you think we've made a mistake, please get in touch with Customer Service and we'll be happy to help you.

We’re proud to be part of this movement in responding with care to the changing landscape of the fashion industry. Let’s work together to bring sustainable Fashion FWD and reduce the fashion miles our products travel. Shop smarter. Return less. 

2. How do I get my return ready? 

  • Place your item back into the transparent plastic bag it came in.
  • Write the return reason code on your return note.
  • If you want to return an non-fashion item, please find the specific return policy in the product description.
  • Place the items and your return note back into the return parcel (you can re-use our bag/ parcel).
  • Stick the return label on the return parcel. Please be sure it covers the old postage label.
  • Seal your return parcel securely so it doesn’t get damaged on the way back.
  • Make sure to ask for a receipt as a proof of having returned the parcel.

3. Is it possible to exchange an item? 

Online: we can't exchange the item for you, but you can instead return and re-order the item.

In-store: you can exchange your JACK & JONES item if the store has that particular item in stock or you can always exchange it for another in-store item.

4. When will I receive my refund? 

Online: Once your return has been processed, we will issue a refund. We issue the refund to the payment method that you chose when you made your order. The return processing time is up to 14 days.
You will receive a confirmation by e-mail. If you have paid with credit card or PayPal, it can take some days for the money to appear in your account and the time it takes usually depends on your bank.

In - store: The store can’t pay out cash for online purchased items, but the store can start an automatic refund via the same payment method you used when you purchased your items. If you exchange items purchased online for new items available at one of our stores, then you can use the refunded amount right away in the store. A refund to your original payment method can take up to 7 days (excluding weekends and bank holidays).

5. I've received an incorrect/damaged item what should I do?

Incorrect items can only be returned online, damaged items can be returned both online and in-store. 

Online: If you happen to find an error or defect with an item you bought in our online shop, please make sure to make a claim for the item no later than 2 years from the purchase date. Send the item back to us using the prepaid return label included in your parcel.
Clearly mark code 13 as the reason on the return note and include this in the parcel with the damaged or incorrect item.
Once we’ve received the item, your claim will be processed. Faulty items are always refunded in full.
As soon as we process the claim, we’ll refund the money within 14 days.

In - store: If you show your sales receipt / return note, you have the opportunity to return the faulty JACK & JONES item directly in one of our JACK & JONES stores.