Customer Care

Delivery

All orders are shipped from the Netherlands.

Dispatch

Orders are dispatched within 1–2 business days after the order has been placed. Orders are processed on business days only. Once your order has been dispatched, you will receive a confirmation email with tracking information.

During peak periods or unforeseen circumstances, dispatch times may be slightly longer. We will always make reasonable efforts to inform you if this occurs.

Shipping Costs

Shipping costs are calculated as a fixed rate per destination and will be clearly shown at checkout before payment.

The Netherlands: €6
European Union: €9
United Kingdom: €15
USA and Canada: €20
Rest of the world: €25

If an order is shipped in more than one parcel, shipping costs are charged only once.

Estimated Delivery Times

Delivery times are indicative and start from the moment the order has been dispatched.

The Netherlands: 1–2 business days
Europe: 2–5 business days
USA and Canada: 5–10 business days
Rest of the world: 5–10 business days

Delivery times may vary depending on the destination, local postal services, customs clearance, and unforeseen circumstances beyond our control.

Customs, Duties and Taxes

Orders shipped within the European Union are not subject to customs duties.

For deliveries outside the European Union, local taxes, customs duties, and handling fees may apply. These charges are determined by the destination country and are the responsibility of the customer. We have no control over these charges and cannot predict their amount.

Delivery Address

Please ensure that your delivery address is complete and accurate. We cannot be held responsible for delays or non-delivery caused by incorrect or incomplete address details.

We are currently unable to deliver to PO Box or APO/FPO addresses.

Delays and Failed Deliveries

While we make every effort to deliver orders within the estimated timeframes, delays may occur due to circumstances beyond our control, such as customs procedures, carrier delays, or force majeure events.

If your order arrives incomplete or damaged, please contact us as soon as reasonably possible after delivery.

If a delivery attempt is unsuccessful, the carrier may leave a notice with instructions for re-delivery or collection. Any additional costs incurred due to failed delivery attempts may be charged to the customer.

Contact

If you have any questions regarding delivery or shipping, please contact our customer care team via care@jeancapferrat.com
We aim to respond as promptly as possible during business hours.

Returns

We want every purchase to be considered and confident. If you decide a return is necessary, the information below explains how returns work.

Return Period

You may return your order within 30 days of delivery.

This return period applies to all consumer purchases and is provided in addition to your statutory right of withdrawal under applicable consumer law.

How to Request a Return

Returns are initiated by contacting us via care@jeancapferrat.com

Please email our customer service team with:

Your order number
Your full name
The reason for the return

Once your request has been reviewed, we will confirm the return and provide the return address and further instructions.

Condition of Returned Items

Returned items must be:

New and unused
In their original condition
Returned with original packaging
Returned with all labels, tags, and any protective elements intact

You may handle and try on the item only to the extent necessary to assess it, as you would in a physical store.

Items that show signs of use, washing, damage, alteration, or missing labels may be refused or may result in a partial refund reflecting any loss in value, in accordance with applicable consumer law.

Return Shipping

Returns are arranged and paid for by the customer.

We recommend using a tracked shipping service and retaining proof of postage until your return has been processed.

Refunds

Once your return has been received and inspected, we will process your refund as soon as possible.

Refunds are issued to the original payment method and will be completed within 14 days after receipt of the returned item, in accordance with applicable consumer law.

We may withhold a refund until the returned item has been received or until you have provided proof that the item has been returned.

Original shipping costs are not refunded, unless the return is the result of an incorrect or defective item.

Incorrect or Damaged Items

If your order arrives incomplete, incorrect, or damaged, please contact us as soon as reasonably possible after delivery so that we can assist you.

In such cases, return shipping costs will not be charged to you, and we will provide appropriate instructions.

Exclusions

Certain items may be excluded from return for reasons of hygiene or health protection if the seal has been broken, where applicable. Any such exclusions will be clearly indicated at the time of purchase.

Contact

If you have questions about a return or need assistance, please contact our customer service team via care@jeancapferrat.com