FAQS
Important Update for Orders and Returns placed before 11th February 2025
We’ve recently redesigned our online boutique! For any questions regarding orders and returns made before 11/02/2025, please contact our Client Service team.
We can assist you with:
Tracking the shipment of orders still in transit
Requesting the return of one or more items
Checking the refund status of accepted returns
Do I need an account to make a purchase?
You don't need an account to shop on our website. However, by registering, you can enjoy faster checkout, create a Wishlist, save your addresses, and easily manage your preferences.
Which Countries/regions do you ship to?
The following list contains all the available shipping destinations, that can be accessed from the website menu and feature localised prices and currency: Australia, Austria, Belgium, Bulgaria, Canada, China, Croatia, Cyprus, Czech Republic, Denmark, Estonia, France, Germany, Greece, Hungary, Ireland, Italy, Japan, Latvia, Lithuania, Luxembourg, Malta, Mexico, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, South Korea, Spain, Sweden, Switzerland, Turkey, United Arab Emirates (UAE), United Kingdom, United States.
Can I shop by phone?
Yes, you can contact our Client Service team at the number listed on the "Contact Us" page. Our team will be happy to assist you in making your purchase.
How do I know if my order was successful?
After checkout, you will receive an email confirming that we have received your order. When your order is shipped, we will also send you the tracking number for the delivery.
Can I find advice on sizes and styles?
On each item page, you will find images, descriptions, prices, and all essential product details, including sizes and fit information. We show both international and Italian sizes, along with a Size Chart that includes all the main conversions. For any doubts or additional questions, you can contact our Client Service team, who will be happy to assist you.
How do I know if a product is available?
All products listed in our online catalog are available for purchase. If an item is no longer available in the size or colour you desire, you can request to be notified in case it becomes available again.
What payment methods are accepted?
Jacob Cohën accepts the following payment methods:
Credit and debit cards: Visa, Mastercard, American Express, Maestro, UnionPay
PayPal (visit paypal.com to create a PayPal account)
Local payment methods: iDEAL for the Netherlands, Bancontact for Belgium
Fast checkout with Apple Pay, Google Pay and ShopPay.
Can I use multiple payment methods for the same order?
We currently accept only one payment method per order.
My payment authorisation was declined. Do I need to place a new order?
If you received an order confirmation email, your purchase was successfully processed. If you did not receive a confirmation email or if you have been notified that the purchase was canceled, you will need to place a new order online. For any doubts or assistance, do not hesitate to contact us.
Is my data secure on your website?
All personal data is secure and confidential. You can find all the information in our Privacy Policy.
When will I be charged for my purchase?
You will be charged at checkout.
Can I request a tax invoice?
If you need an invoice, the request must be submitted on the date of purchase to Jacob Cohën through the Contact Us page, selecting the “Other” option and providing all necessary billing details.
What shipping methods are available, and what are the costs?
To learn more about the available shipping options, visit the "Shipping and Returns" page.
Is same-day delivery available?
Same-day delivery is not yet available, but we offer the option of Express delivery for most locations.
How do I track my order?
As soon as your order is shipped, you will receive a confirmation email containing the tracking number. By clicking on the tracking number, you can check the shipping status directly on the courier's website. The order status will also be visible on our website in the “Orders” section of your account or on the "Track Your Order" page.
Can I use different billing and shipping addresses?
Yes, you can enter specific billing information at checkout. Please make sure that the billing address matches the one associated with your selected payment method.
Can I cancel an order?
You can find information about cancellations in the "Terms and Conditions" page.
Can I change the shipping address after my order has been dispatched?
No, the shipping address cannot be modified after the order has been shipped. If you need assistance, please contact our Client Service team.
Where can I find information about returns?
You can find information about returns and refunds in the "Shipping and Returns” section or within our "Terms and Conditions".
How do I request a return?
We offer free return shipping for all customers wishing to return one or more products, in accordance with our policies.
You have 14 days from delivery of your order to notify us. Complete the return form in the Returns Centre. Once your request is submitted, we will email you a prepaid DHL waybill and instructions on how to schedule the pick-up or drop off your package. You must ship the return within 14 days of receiving the return waybill.
For more information about returns and refunds, please visit the Shipping and Returns section or refer to our Terms and Conditions.
How do I receive my return label?
Your return label (prepaid waybill) will be emailed to you after you submit your return request online.
If you have not received the email, please check your spam folder or contact our Client Service.
Can I exchange a product I ordered?
Sorry, product exchanges are not currently available on our website. If you wish to exchange a product, you can place a new order for the desired item, and follow the return procedure for the product you prefer not to keep.
How do I return a defective item?
To return a defective item, please refer to the “Defective Products” section on the Terms and Conditions page.
When will I receive the refund?
Once your return package is delivered to our warehouse, our Quality Control team will verify the items meet the return policy. After approval, we will issue the refund to the same payment method you used for the purchase. The refunded amount will include the price of the returned products. Any shipping costs cannot be refunded.
Do you offer repair services?
We do not currently offer a repair service. If an item purchased from our online boutique seems to have a manufacturing defect (noticed within 24 months of purchase and excluding normal wear and tear or accidental damage), we will be happy to evaluate the possibility of repair, replacement, or return. For more information, please contact Client Service.
I filled in the Return Form, but I changed my mind and want to keep the products. Is it possible?
Yes, but only if the products have not yet been collected by the courier. If the package has already been picked up, the return process will be completed. You can place a new order to receive the item again.
Can I return an item using a courier of my choice?
To take advantage of the free pick-up service, follow the steps specified in the return instructions on the "Shipping and Returns" page or consult our "Terms and Conditions" page. For any doubts, please contact our Client Service.
How can I receive Jacob Cohën updates via email?
Stay updated on new arrivals, the latest trends, and exclusive Jacob Cohën collaborations by signing up for our Newsletter.
How can I unsubscribe from the newsletter?
A link to unsubscribe will be available at the bottom of every Newsletter.
How do I create an account?
Visit our registration page – we’re looking forward to welcoming you to the Jacob Cohën Family.
Can I use the same email address to create an account in another Country/region?
You can log into your account using the same email and password in any Country/region we ship to. There is no need to register again.
I forgot my password: what can I do?
If you forget your password, you can recover it by clicking on “Forgot your password?” in the Login page. Enter the email address you registered with, and you will receive a link to reset your password.
How can I modify or delete my account?
To edit personal information, such as your name, date of birth, or email address, log into your account and visit the “Account Details” section.
To delete or deactivate your account, visit the “Manage Account” section.
How do I verify the authenticity of an item?
You can use the Authenticity Check feature located in the Company menu at the bottom of every page (or click here).
