Refund policy

Jacque Label is a trading name of Northline Creative Ltd, a United Kingdom-registered company (registration number 17252506). Everything below explains what happens after you decide a piece isn't right for you — cancelling, sending it back, swapping a size, and getting your money returned. Sales made through jacquelabel.com are governed by Australian consumer law.

Quick Summary

Return window: 30 Days from delivery
Cancellation window: 24 Hrs from order placement
Restocking fee: None — we never charge one
Refund processing: 5 Days after your parcel is inspected
Refund method: Back to the original payment method
Return address: 85 Grose St, North Parramatta NSW 2151, Australia

How Long You Have To Change Your Mind

Our voluntary return window runs for 30 Days, counted from the day your parcel reaches you. Full-price and reduced Women's Clothing pieces are treated identically — there is no shorter window on sale stock. You don't owe us an explanation; simply email us inside those 30 Days and we'll issue return instructions. Requests that reach us after day 30 fall outside the voluntary window, though your statutory rights described further down remain unaffected.

Cancelling An Order

Orders move to our fulfilment team quickly, so the cancellation window is 24 Hrs from the moment you check out. Write to support@jacquelabel.com inside that period with your order number in the subject line and we will stop the order and refund you in full. Because every order is dispatched from Asia, once packing has begun we can no longer intercept the parcel — in that case, wait for it to arrive and use the standard return route instead.

What Condition Items Must Be In

Returned garments need to reach us in a state we could sell again. That means:

Unworn, unused and unwashed, with no alterations, taking-in or hemming
All swing tags, brand labels and hygiene stickers still attached and undisturbed
Packed in the original packaging, including any garment bag or box it arrived in
Free of perfume, deodorant transfer, foundation marks, pet hair and smoke odour

Please try pieces on over your own underwear and keep footwear off carpet-marking surfaces. We may refuse a return, or reduce the refund, where these conditions have clearly not been met.

Items We Cannot Accept Back

The categories below sit outside the return scheme unless the item turns up damaged or faulty:

Gift cards and digital vouchers
Personalised, monogrammed or custom-made orders
Hygiene-sealed goods once the seal has been opened
Hazardous or flammable materials
Anything sent back to us used, altered, or missing its original packaging

Who Pays To Send It Back

Change-of-mind returns travel at your expense. A tracked domestic parcel with Australia Post to our New South Wales address typically costs between AUD $10.00 and AUD $18.00 depending on weight and your state — heavier or multi-item parcels can reach roughly AUD $25.00. We strongly recommend a tracked service, as we can only refund parcels that actually reach us. Where the fault is ours — a faulty, damaged or incorrectly picked item — Jacque Label covers the return postage in full or arranges the label for you.

Restocking Fee

There is no restocking fee. Nothing is deducted from your refund for handling, inspection or repackaging — the only cost you may carry on a change-of-mind return is the postage described above.

Return Address

Once your return is approved, send the parcel to our Australian returns facility:

85 Grose St, North Parramatta NSW 2151, Australia

This is a processing warehouse rather than a shop or office, so please don't drop items off in person or turn up expecting a counter service. Always request authorisation before posting — unannounced parcels are difficult to match to an order and slow your refund down.

Damaged, Faulty Or Incorrect Items

Check your order over as soon as it lands. Damaged, faulty or wrong items must be reported within 48 hours of delivery to support@jacquelabel.com. Attach photographs of the fault and of the outer satchel, plus your order number. We'll verify the issue and give you the choice of a replacement piece or a full refund including the original delivery charge, and you will never be asked to pay return postage on a fault.

Exchanges

We don't run a direct swap service, because holding stock aside while a parcel is in transit means you could lose the size you want. Instead, return the original piece for a refund and place a fresh order for the size or colour you'd prefer. That way the replacement is secured immediately and the refund for the first item lands separately. If you'd like help choosing between sizes before ordering again, our team is happy to advise.

Refunds: Timing And Method

Your parcel is inspected on arrival at North Parramatta, and approved refunds are issued within 5 Days of that inspection. Funds always go back to the original payment method used at checkout — the same Visa, Mastercard, American Express, Diners Club, Discover, Maestro or UnionPay card, or the Apple Pay, Google Pay or Shop Pay account you paid with. We cannot redirect a refund to a different card, a bank transfer or store credit. After we release the money, your bank or wallet provider may need a few additional business days to display it.

Partial Refunds

Occasionally an item comes back in sellable-but-imperfect shape: tags snipped off, the original packaging discarded, light creasing from being worn briefly, or a missing dust bag. Rather than rejecting the return outright, we may approve it at a reduced value, deducting a proportion that reflects the loss in resale condition. We'll email you the proposed deduction and the reason for it before processing, so you can accept it or ask for the item to be returned to you at your cost.

Statutory Guarantee and Complaints

None of the above cuts down the rights you hold by law. Under the Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010), our goods come with consumer guarantees that cannot be excluded: you are entitled to a product that is of acceptable quality, fit for its purpose, and matching its description and any sample shown to you. If a product fails to meet a consumer guarantee, you may be entitled to a repair, replacement or refund, and to compensation for any other reasonably foreseeable loss or damage — for a major failure, the choice of remedy is yours. Our 30 Days voluntary policy sits on top of these rights, it does not replace them. To raise a complaint, email support@jacquelabel.com and we will acknowledge it within two business days and aim to resolve it within ten.