Refund policy

We want every Marcos Jacob piece to be worn for years. If one isn’t right, returning it should be simple and clear — this policy explains exactly how, with no fine-print surprises.

1. The 30-day return window

You may return most items within 30 days of the date your order is delivered, for any reason — including changing your mind or needing a different size. The 30 days run from the delivery date shown by the carrier’s tracking.

To be accepted, returned items must be:

• Unworn and unwashed — trying a piece on indoors is completely fine, but items showing wear, washing, odours (smoke, perfume, deodorant), pet hair, or alterations cannot be accepted;
• Returned with the original tags attached;
• In their original condition and, where possible, original packaging.

We inspect every return on arrival. If an item comes back outside these conditions, we’ll contact you before making a decision and may return it to you or offer a partial refund.

2. How to start a return

1. Email support@marcosjacob.com with your order number and the item(s) you’d like to return.
2. We’ll reply within one business day with the return address and a simple set of instructions.
3. Pack the item securely and post it back using a tracked service. Keep your proof of postage until your refund lands.

Please don’t send anything back before contacting us — unannounced returns can be delayed or mislaid in processing.

3. Who pays for return shipping

For change-of-mind or sizing returns, you cover the cost of return shipping. We recommend a tracked, insured service, as we can’t issue a refund for a parcel that’s lost on the way back to us and has no tracking.

If your item arrived faulty, damaged, or incorrect, we pay the return shipping — see section 6.

4. How your refund is issued

Approved refunds go back to your original payment method — we can’t redirect a refund to a different card or account. Your refund covers the price you paid for the returned item(s). Your original shipping charge is non-refundable for change-of-mind returns, except where the return is because of our error or a fault.

If a discount applied to your order, the refund reflects the actual amount you paid after that discount.

5. Refund processing timeline

Step	Timeframe
We inspect your return after it arrives	Within 2 business days
We issue the refund to your original payment method	Within 5 business days of inspection
Your bank or card issuer displays the credit	A further 3–10 business days
Total expected window	5–17 business days from the day your return reaches us

We’ll email you when we receive your return and again when the refund is issued. There is no restocking fee.

6. Faulty, damaged, or incorrect items

If your order arrives faulty, damaged in transit, or isn’t what you ordered, email us within 14 days of delivery with your order number and a photo of the issue. We will:

• Send you a prepaid return label — you pay nothing to return it;
• Offer a replacement or a full refund (including your original shipping cost), whichever you prefer.

This is in addition to, and does not limit, your statutory rights (section 11).

7. Late or missing refunds

If more than 17 business days have passed since your return reached us and you still don’t see the credit, first check with your bank or card issuer, as posting times vary. If it still hasn’t appeared, email support@marcosjacob.com and we’ll trace it for you.

8. Sale and discounted items

Items bought on sale or with a discount code follow the same 30-day return terms, unless they were clearly marked Final Sale at the time of purchase. Final Sale items can’t be returned or refunded except where faulty.

9. Gifts

If you received an item as a gift, you’re welcome to return it within the same window. Email us with the order number from the gift receipt; refunds are issued to the original purchaser’s payment method, or we can arrange store credit.

10. Items we can’t accept back

• Items returned more than 30 days after delivery;
• Items that have been worn, washed, altered, or damaged after delivery;
• Items missing their original tags;
• Items marked Final Sale at the time of purchase;
• Gift cards.

11. Exchanges

We don’t run a separate exchange queue — it’s slower and risks the size you want selling out. Instead, return the original for a refund and place a new order for your preferred size or color. If you’d like, email us and we’ll flag your incoming return so your refund is prioritised.

12. Cancelling or changing an order

Orders move to fulfilment quickly. If you need to cancel or change an order, email us as soon as possible — we’ll do our best, but once an order has dispatched it’s treated as a return under this policy.

13. Your statutory rights

This policy sits alongside — and does not affect — any consumer protection rights you have under the law of the US state where you live. You keep all such rights regardless of anything stated here.