Refund policy

Items may be returned or exchanged within 30 days from the date of delivery. To be eligible for a refund, returns must be shipped within this 30-day period. Refunds will only be processed once the items are received at our warehouse and can only be issued to the original place of purchase.

byJacob does not offer free shipping for returned items. Returned jewellery must be unworn, unused, and in its original packaging. Jewellery boxes must have all original packaging intact, with no visible marks or scuffing, and be in new, saleable condition. 

byJacob reserves the right to deny returns if items appear used, worn, damaged, or scratched. We are not responsible for any damage caused during transit if the jewellery is not returned in its original packaging. We recommend using a tracking service for returns, as byJacob is not liable for any loss or damage to parcels during the return process.

SALE items purchased at a markdown price can only be returned for store credit. This does not include full-priced items purchased using a promotional discount code. SALE items with further markdowns during promotions are treated as clearance or last chance sales and are not eligible for return or exchange unless otherwise stated in the promotional terms and conditions. Items from the Sample Collection or SAMPLE SALE cannot be returned for a refund, store credit, or exchange.

byJacob does not accept returns on earrings or earring accessories due to hygiene reasons and sale items. Return shipping costs are the customer's responsibility. Returned items are the customer's responsibility until confirmed by our support team. 

Returns are processed within approximately 2-3 business days once received by our warehouse. Please allow extra time during seasonal and promotional sale periods. byJacob only accepts returns for items purchased directly from our official online store. Jewellery purchased from other stockists must be returned to the original place of purchase. Return shipping for exchanges is at the customer's expense, and items are the customer's responsibility until confirmed by our support team. 

Store Credit

Store credit notes may be issued within 30 days of purchase for the purchase price of the item. If a discount was used, the discounted price will be issued. Discounts are not transferable and cannot be used on a new transaction.

For orders of maximum one product we offer 110% store credit if you wish to return a full-priced item. 

The 110% store credit is only available for one order per customer within a 3 months period.

When submitting your return request online, select the option for "return for 110% store credit". The item must be eligible for a refund, excluding all sale items. Store credit valued at 110% of the purchase price will be issued. Store credits have a one-year expiry date and are non-refundable.