Customer Service

Terms and Conditions Jacob Cohën

Terms and Conditions

JACOB COHËN

Website Terms and Conditions

Introduction

These terms and conditions (together with the information and policies contained in the "Customer Service" pages on the website and any other documents referred in these terms and conditions) (Terms and Conditions) set out the legal terms that apply to your use of the website http://www.jacobcohen.com (Website or Site), the purchase of your products from Jacob Cohen Company Spa (company registration number “REA” MI - 2109529, VAT number IT08566980960) whose registered office is at Via Vittor Pisani 20, 20124 Milan (Italy) (“Jacob Cohen”, we, us and our) and the services (Services) that are provided by Farfetch Platform Solutions Limited (Farfetch), as more particularly detailed below in the section headed Operation of Website and Services and Product.

The manufacturer of the products is JC Industry S.p.A. (company registration number “REA” VI - 393367, VAT number IT04287500245) whose registered office is at Via Lago di Misurina 65, 36015 Schio (VI) (Italy) (“Manufacturer”).

Your purchase of any of the products offered on the Site (Products) is subject to these terms and conditions and by placing an order for any Product you agree to be bound by them. You should print a copy of these terms and conditions for future reference. Use of your personal information submitted to or via the Site is governed by our Privacy and Cookies Policy.

We reserve the right to change these terms and conditions from time to time by changing them on the Site, although no such change will affect any order you have already placed with us.

By using the site and the services offered, you declare that you are of age according to the applicable law in your country.

Access to the Site

It is your responsibility to ensure your equipment (computer, laptop, netbook, tablet or other mobile device) meets all the necessary technical specifications to enable you to access and use the Site and is compatible with the Site.

We may, from time to time, restrict access to certain features, parts or content of the Site, or the entire Site, to users who have registered with us. You must ensure that any registration details you provide are accurate. If you choose, or you are provided with, a log-on ID (such as a username and password or other identifier) as part of our security procedures, you must treat such information as confidential and must not reveal it to anyone else. You are responsible for all activities that occur under your log-on ID and must notify us immediately of any unauthorised use or other security breach of which you become aware. We reserve the right to disable any log-on ID, at any time, if in our opinion you have failed to comply with any of the provisions of these terms and conditions or if any details you provide for the purposes of registering as a user prove to be false.

Operation of Website and Services and Product

Operation of Website and delivery of Services

The Website is owned by Jacob Cohen Company Spa. Jacob Cohen Company Spa has subcontracted the operation of certain aspects of the Website to Farfetch. As such, Farfetch provides and/or procures certain services on behalf of Jacob Cohen Company Spa to enable the operation of the Website and for you to search through the Website and purchase products from Jacob Cohen Company Spa. Such Services include, but are not limited to, payment processing, customer service, hosting, and delivery logistics. The specific Farfetch entity procuring such payment processing services will depend on your location. If you are located in the USA then Farfetch.com US LLC will procure the payment processing services; if you are located anywhere else in the world Farfetch UK Limited will procure the payment processing services. Farfetch UK Limited is a company registered in England and Wales and its registered office is at The Bower, 211 Old Street, London EC1V 9NR United Kingdom. Its registered company number is 06400760 and its VAT number is GB 204 0769 35. Farfetch.com US LLC is a company registered in the USA and its registered office is at 2301, East 7th Street, Suite A-250 Los Angeles, California, 90023.

Please note that the delivery logistics service is being provided by Farfetch to you, the customer, and as such you are entering into a contract for delivery services provided by Farfetch. Farfetch may make a charge for these services which will be shown in at prior to checkout and your purchase of the products.

Products

The Products are owned and sold on the Website by Jacob Cohen Company Spa. Jacob Cohen Company Spa attempts to be as accurate as possible in the description of the Products. However, we cannot guarantee that any descriptions are totally accurate, complete, reliable or error-free. The images of the Products on the Website are for illustrative purposes only. Although we attempt to display the colours accurately, we cannot guarantee that your computer's display of the colours accurately reflects the colour of the Products.

The Products sold are supplied for your domestic and private use only. You agree that you will not use the Products for any commercial, business or re-sale purposes. Neither Jacob Cohen Company Spa nor Farfetch has any liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

As a Consumer, according to the Consumer Contracts Regulations applicable to you, you have specific legal rights to which the present Terms and Conditions adhere to. Nothing in these Terms and Conditions will affect these legal rights.

Ordering and availability

Products may be ordered by clicking on the items you wish to purchase and then following the prompts that will appear on-screen. You may check and correct any input errors in your order up until the point at which you submit your order to us by clicking the "Pay Now" button on the checkout page.

After placing an order, you will receive an email from us acknowledging that we have received your order and giving you an order reference number. All orders are subject to acceptance by us. We are not obliged to accept your order and may, at our discretion, decline to accept any order. You do, however, acknowledge that by clicking on the "Pay Now" button, you enter into an obligation to pay for the Product(s). Where we accept your order, we will confirm such acceptance to you by sending you an email that confirms that the Product has been despatched (Despatch Confirmation). The contract between you and us in relation to the Product(s) ordered (Contract) will only be formed when we send you the Despatch Confirmation. After entering into the Contract, we will be under a legal duty to supply you with goods that are in conformity with the Contract.

The Contract will relate only to the Product(s) whose despatch we have confirmed in the Despatch Confirmation. We will not be obliged to supply any other Product(s) which may have been part of your order until the despatch of such Product(s) has been confirmed in a separate Despatch Confirmation.

Pre-orders

By selecting to pre-order a Product you will be placed on a priority waiting list. Payment for pre-orders is taken at the time of the pre-order and will be subject to our usual fraud checks. All pre-order Products have an estimated shipping date, which indicates the date that the Products will ship out from the warehouse. Jacob Cohen Company S.p.A. is not liable for delays, cancellations or changes to pre-ordered items made during production. In the event of cancellation of the pre-order by Jacob Cohen Company S.p.A., you shall be entitled to a full refund of your payment. If a pre-ordered item will not be shipped out within 30 days from the estimated shipping date, the customer will be notified and, at the customer’s election, either refunded in full or provided with an updated estimated shipping date.

The brand shall have no additional liability in respect of such delay or cancellation. Where an order includes both available and pre-ordered Products, the available Products will be delivered first. Once you have received your pre-order Product, our standard return policy shall apply.

Delivery

Your order will be fulfilled by the delivery date set out in the Despatch Confirmation.

Your order will be delivered to the delivery address you specify when placing your order.

If your delivery address is geographically remote, for example certain outlying islands or other isolated locations, it is possible that we may not be able to deliver there. If that is the case, we will notify you before we accept your order. We reserve the right not to deliver to any country that is prohibited by applicable export laws. Orders cannot be delivered to PO Box or similar addresses.

Products comprised within the same order cannot be delivered to different addresses.

Deliveries are made by our trusted courier and take place on Monday to Saturday (or other normal working weekdays in countries that do not follow a Western pattern of working week), excluding bank and public holidays, usually within the hours of 8am and 5pm. It is not possible to specify a precise time at which a delivery will take place. Please note that the courier may require deliveries to be signed for.

If you order Product(s) for international delivery, they may be opened and inspected by customs authorities and may be subject to import duties and taxes which are levied when the delivery reaches the specified destination. You will be responsible for payment of any such import duties and taxes. Please note that we have no control over these charges and cannot predict their amount. Please contact your local customs office for further information before placing your order. In the event that you return an item, the import duties will be refunded if they were originally included in the purchase price. If they were not included, then you will be responsible for reclaiming duty directly from your local customs office.

Please also note that you must comply with all applicable laws and regulations of the country for which the Product(s) are destined. We will not be liable for any breach by you of any such laws.

Risk and ownership

The Product(s) ordered will be at your risk from the time of delivery or collection (as the case may be). Ownership of the Product(s) ordered will also pass to you on delivery or collection (as the case may be), provided full payment of all sums due in respect of the Product(s), including any delivery charges, has been received.

In certain circumstances our delivery partner may provide you with optional services when delivering your order, such as: (a) signature release: opting out of the requirement to provide a signature on delivery; (b) leave with neighbour, reception or security: re-directing the delivery to a neighbour, reception or security; (c) reschedule a new delivery date: selecting a delivery date that best suits you; and/or (d) re-directing to a collection point: collecting your order from a collection point nearby. By selecting any of these services, including through any default preferences you may have selected with our delivery partner separately, you acknowledge and agree that Jacob Cohen Company Spa and Farfetch shall bear no responsibility or liability for any loss or damage that may result from delivering your order in that way. If your delivery address is in the US, this includes where our delivery partner leaves your package outside because you were not in.

Price and payment

The price of Products is as quoted on the Site from time to time.

Prices include VAT but exclude delivery costs, which will be automatically added (at the cost shown) to the total amount due when you view the items in your shopping basket and have selected your chosen different delivery method.

Prices and delivery costs are liable to change at any time, but changes will not affect orders in respect of which we have already sent you a Despatch Confirmation.

The Site contains a large number of Products, and it is always possible that despite our best efforts, some of the Products listed on the Site may be incorrectly priced. We will normally verify prices as part of our despatch procedures so that, where a Product's correct price is less than our stated price, we will charge you the lower amount. If a Product’s correct price is higher than the price stated on the Site, we will normally, at our discretion, either contact you for instructions before despatching the Product, or reject your order and notify you of such rejection.

Payment for all orders must be made by credit or debit card on the checkout page. We accept payment by most major credit and debit cards.

You should be aware that online payment transactions are subject to validation checks by your card issuer and we are not responsible if your card issuer declines to authorise payment for any reason. We also carry out a standard pre-authorisation check on your payment card, and Products will not be despatched until this pre-authorisation check has been completed. Please note, it is possible that your card issuer may charge you an online handling fee or processing fee. We are not responsible for this.

For for fiscal reasons, if you wish to request an invoice, this request must be submitted to customerservice@jacobcohen.com, providing all invoicing details, strictly by the date of purchase.

From time to time, we may run promotions where we issue discount codes. These can be used in part-payment of the price of Product(s) ordered online, subject to the terms and conditions under which they were issued (as indicated in our relevant promotion from which you got the code). Discount codes can only be used once, and only during the period of validity stated and only in respect of the relevant Product(s) stated. Discount codes cannot be redeemed for cash.

See section ORDERS & PAYMENTS

Cancellation and Returns Process

We recommend that you return Products in their original packaging to ensure the necessary protection when in transit. Instructions for the return of the Product(s) will be included with the delivery package. When cancelling a purchase and returning Products to us you have two options available to you:

Cancel the order under the Consumer regulations applicable to You. If you choose this option, you will be refunded the full price for the Product(s) (subject to our Returns Policy) and the cost of standard delivery (excluded the higher cost paid for non-standard delivery) but will be liable for the organisation and cost of returning the Product(s) to us.
Use our Free Returns service. If you choose this option, you can return the Products(s) for free and will be refunded the full price for the Product(s) (subject to our Returns Policy) but not the delivery charges.

We describe these two options in more detail below.

(i) Your cancellation right under the Consumer regulations applicable to You

Except in relation to certain types of Products (as set out below), you may cancel a contract at any time before your order is delivered and up to 14 days afterwards (or in the longer term eventually granted by the regulations applicable to You), beginning on the day after you received the Products ("cooling-off period").

To cancel a Contract, you must clearly inform us, preferably:

by email at customerservice@jacobcohen.com or by telephone on +44 203 885 6240, giving us your name, address, and order reference; or
by completing and returning the cancellation form and sending it to the address set out in the form.

If you cancel an order (or part of an order) during the cooling off period, you must return the Product(s) within 14 days after the day on which you notify us of the cancellation and comply with the Returns Policy.

If you cancel a Contract between us within the 14 day cooling-off period (see above), we will process the refund due to you as soon as possible and, in any case within 14 days after the day on which we receive the Product(s) back or (ii) if earlier, the day on which we receive evidence that you have returned the Product(s) to our returns address.

We will refund the price of the Product(s) in full (subject to any deduction we are entitled to make due to your use of or damage to the Product(s)), including the cost of standard delivery (excluding the higher cost paid for non-standard delivery). However, we will not refund your cost of returning the Product(s) to us, and you are responsible for those costs. We will refund any money received from you using the same method originally used by you to pay for your purchase, unless agreed otherwise.

(ii) Free Returns Pick Up (see section SHIPPING AND RETURNS)

Alternatively to the previous remedy of Contract Cancellation, we offer a free collection service to all customers for Product(s) you wish to return except in relation to certain types of Products as set out in the Returns Policy below. You have 14 days from receiving your order to return the Product to us. We strongly recommend that you book your free returns pick-up within 7 days of receiving your order to ensure that it arrives back in time. Please note that we can only collect returns from the same country to which your order was delivered.

To book a free returns pick-up:

Sign-in to the Site and go to My Account;
Under 'Orders' click on the 'Book a return collection' link next to the order you want to return;
Select the Products you would like to return and follow the steps to schedule a pick-up time and address.

We will e-mail you with your Returns Merchandise Authorisation (RMA) number, confirmation of your collection time and address, a booking reference number and returns documents.

Please Note: Free Returns Pick Up allows only one return per order (in which the client can select to return one or several products). For any other request following the first allowed retrun, you will need to contact the Customer Service and pay any eventual added return cost.

What happens next?

Print out the Air Waybill (AWB) and attach it to the outside of the parcel. There will also be a copy to give to the courier. Please save a copy of the AWB for your records. You can use this to track your return shipment.

If you have been provided with a returns invoice for customs, please enclose one inside the package and attach a signed copy on the outside with the AWB.

Do not seal your package until the driver has checked the contents.

Please note that you have 30 days to contact us upon the pickup of your return to ensure that we have acknowledged it and received the Product. If you contact us after this 30 days period, we cannot guarantee a refund.

Cancellation and Returns Policy

Returned Products must conform to our returns policy below.

You have a legal obligation to take reasonable care of the products while they are in your possession, and you must return them in the same condition in which you receive them (except to the extent reasonably necessary to examine them). This includes the following guidelines:

Products should be returned unworn (other than to try them on), unwashed, undamaged and unused with their original tags;
footwear and accessories should be returned in the original boxes provided and inside a protective shipping box;
if the Product comes with a security tag this should be left on;
hosiery should only be returned if it is unopened and is in its original package; and
lingerie and swimwear must only be tried on over your own lingerie garments.

If you fail to comply with the above obligations (including the conditions of return), we may deduct from the refund an amount to reflect the diminished value of the Product(s) up to the full price of the Product(s).

You cannot cancel a contract for the supply of any of the following Products:

any Products that have been personalised or made to your own bespoke specifications unless such Products were damaged or faulty when delivered to you or have been incorrectly delivered (see Returns and refunds for customised Products below for more information);
any garments or cosmetics Products that have had a hygiene label or seal removed or broken.

Returns and refunds for customized Products

Due to the nature of personalised and monogrammed Products, returns, changes or cancellations are at our discretion. In exercising this discretion, we will have regard to the level of customisation and personalisation and also reserve the right to offer a store credit rather than a monetary refund. Store credit is valid for 6 months from the date of issue. This does not affect your statutory rights. Please note, that personalised and/or customised Products may have a long lead in time before shipping, but payment will be taken at the time of or shortly after you submit your order and in advance of shipping.

Faulty Products

We provide, recurring its conditions, a time limited warranty of at least 24 months on faulty products as per applicable law.

If any Product you order is damaged or faulty when delivered to you or has developed a fault, you may have one or more legal remedies available to you, depending on when you make us aware of the problem, in accordance with your legal rights. If you believe a Product was delivered damaged or faulty or has developed a fault, you should inform us as soon as possible, preferably in writing, giving your name, address and order reference. Nothing in this section affects your legal rights.

Product information

Whilst we have taken reasonable steps to depict Products as accurately as possible through the photographs and other images featured on the Site, the detailing (such as colour, pattern and texture, etc.) you see on-screen will depend on your monitor and, as such, may not exactly reflect the actual detailing of a Product when you receive it.

Any information on the Site regarding sizing of Products is included as a guide only. If you are in any doubt as to the size of any Product you require, we recommend that you contact us prior to placing an order (see Contacting us).

What you are allowed to do

You may only use the Site for non-commercial use and only in accordance with these terms and conditions. You may retrieve and display content from the Site on a computer screen, print and copy individual pages and, subject to the next section, store such pages in electronic form. Additional terms may also apply to certain features, parts or content of the Site and, where they apply, will be displayed on-screen or accessible via a link.

What you are not allowed to do

Except to the extent expressly set out in these terms and conditions, you are not allowed to:

'scrape' content or store content of the Site on a server or other storage device connected to a network or create an electronic database by systematically downloading and storing all of the content of the Site;
remove or change any content of the Site or attempt to circumvent security or interfere with the proper working of the Site or the servers on which it is hosted; or
create links to the Site from any other website, without our prior written consent, although you may link from a website that is operated by you provided the link is not misleading or deceptive and fairly indicates its destination, you do not imply that we endorse you, your website, or any products or services you offer, you link to (and do not frame or replicate) the home page of the Site, and the linked website does not contain any content that is unlawful, threatening, abusive, defamatory, pornographic, obscene, vulgar, indecent, offensive or which infringes on the intellectual property rights or other rights of any third party.

You must only use the Site and anything available from the Site for lawful purposes (complying with all applicable laws and regulations), in a responsible manner, and not in a way that might damage our name or reputation or that of any of our affiliates.

All rights granted to you under these terms and conditions will terminate immediately in the event that you are in breach of any of them.

Intellectual property rights

All intellectual property rights in any content of the Site (including text, graphics, software, photographs and other images, videos, sound, trademarks and logos) are owned by Farfetch, Jacob Cohen Company Spa or our licensors. Except as expressly set out here, nothing in these terms and conditions gives you any rights in respect of any intellectual property owned by us or our licensors and you acknowledge that you do not acquire any ownership rights by downloading content from the Site. In the event you print off, copy or store pages from the Site (only as permitted by these terms and conditions), you must ensure that any copyright, trademark or other intellectual property right notices contained in the original content are reproduced.

Content

We may change the format and content of the Site from time to time. You agree that your use of the Site is on an 'as is' and 'as available' basis and at your sole risk.

Whilst we try to make sure that all information contained on the Site (other than any user-generated content) is correct, it is not intended to amount to authority or advice on which reliance should be placed. You should check with us or the relevant information source before acting on any such information.

We make or give no representation or warranty as to the accuracy, completeness, currency, correctness, reliability, integrity, quality, fitness for purpose or originality of any content of the Site and, to the fullest extent permitted by law, all implied warranties, conditions or other terms of any kind are hereby excluded and we accept no liability for any loss or damage of any kind incurred as a result of you or anyone else using the Site or relying on any of its content.

We cannot and do not guarantee that any content of the Site will be free from viruses and/or other code that may have contaminating or destructive elements. It is your responsibility to implement appropriate IT security safeguards (including anti-virus and other security checks) to satisfy your particular requirements as to the safety and reliability of content.

External links

The Site may, from time to time, include links to external sites, which may include links to third party offers and promotions. We include these to provide you with access to information, products or services that you may find useful or interesting. We are not responsible for the content of these sites or for anything provided by them and do not guarantee that they will be continuously available. The fact that we include links to such external sites does not imply any endorsement of or association with their operators or promoters.

Our liability

Nothing in these terms and conditions shall limit or exclude, recurring the conditions, the liability of the Manufacturer to you:

for death or personal injury caused by our negligence;
for fraudulent misrepresentation;
for breach of any term which, by applicable law, may not be limited or excluded
for any other liability that, by law, may not be limited or excluded.

Subject to this, in no event shall we be liable to you for any business losses and any liability we do have for losses you suffer arising from any Contract shall not exceed the purchase price of the relevant Product(s) and is strictly limited to losses that were reasonably foreseeable. Losses are foreseeable where they could be contemplated by you and us at the time your order is accepted by us.

We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under any Contract that is caused by events outside our reasonable control.

General

You may not transfer or assign any or all of your rights or obligations under any Contract.

All notices given by you to us must be given in writing to the address set out at the end of these terms and conditions. We may give notice to you at either the email or postal address you provide to us when placing an order.

If we fail to enforce any of our rights, that does not result in a waiver of that right.

If any provision of these terms and conditions is found to be unenforceable, all other provisions shall remain unaffected.

These terms and conditions may not be varied except with our express written consent.

These terms and conditions and any document expressly referred to in them represent the entire agreement between you and us in relation to the subject matter of any Contract. We are required by law to advise you that Contracts may be concluded in the English language only and that no public filing requirements apply.

These terms and conditions shall be governed by English law, and you agree that any dispute between you and us regarding them or any Contract will only be dealt with by the English courts, provided that, if you live in a part of the United Kingdom other than England, the applicable law of that part of the United Kingdom will govern and any dispute will only be dealt with by the courts there.

Contacting us

Please submit any questions you have about these terms and conditions or an order you have placed or ordering in general by email to customerservice@jacobcohen.com, by telephone on +44 203 885 6240 between the hours of 9am to 6pm BST, Monday to Friday or write to us at:

Jacob Cohen Company Spa, Via Vittor Pisani 20, 20124 Milan (Italy)

Cancellation Form

To Jacob Cohen Company Spa

Via Vittor Pisani 20, 20124 Milan (Italy)

customerservice@jacobcohen.com

I/We* here by give notice that I/we* cancel my/our* contract of sale of the following goods* / for the supply of the following service*:

………………………………............................................................................................................

Ordered on*/received on*: ……………………………………......................................................

Names of consumer(s): …………………………………….............................................................

Address of consumer(s): ……………………………………...........................................................

………………………………............................................................................................................

Signature of consumer(s) (only if this form is notified on paper): ……………………………..

………………………………............................................................................................................

Date: …………………………………..............................................................................................

*Delete as appropriate

SHIPPING & RETURNS

Shipping Methods

Jacob Cohën processes orders in Italy from Monday to Friday.

Orders placed from Friday to Sunday, or holidays will be processed the following business day.

All orders are processed within 2 business days of the order’s placement, or the next available working day. However, during sale seasons orders might suffer a slight delay due to an excessive amount of orders being filled out.

Jacob Cohën delivers parcels all over the world via DHL. Delivery timing is estimated from the time your order is shipped, not when it is placed.

Jacob Cohën will not be held responsible for a delay in shipment, or for carrier delays in delivery, caused by weather conditions, international customs issues or any other circumstances beyond the control of Jacob Cohën.

Jacob Cohën cannot be accountable caused by holidays, meteorological conditions, customs inspections and other circumstances that are irrelevant to jacobcohen.com control.

We offer two types of delivery services, Standard and Express.

Italy

Express Delivery: approximately 2-4 working days

Most of Europe

Standard Delivery: approximately 4-7 working days

Express Delivery: approximately 2-4 working days

Rest of the world

Standard Delivery: approximately 5-10 working days

Express Delivery: approximately 3-7 working days

All shipments are accompanied with an official invoice with the exact declared value of each item in euros. Sale and discounted items reflect discounted prices. Worth of goods will be publicly available on the package’s insert for tax reasons on all orders. Once orders are sent they can no longer be cancelled and change of delivery address is no longer possible, please make sure to fill out a correct address when checking out.

Shipping Costs

Please note that in case that, for any reason, the customer refuses the delivery of the parcel, shipping costs and import duty fees related to the automatic return of the parcel to the sender will be charged to the customer. This amount will be deducted from the total amount of the order to be refunded.

Jacob Cohën offers DDP (delivery duties paid) shipping to a few selected countries. This means taxes, custom fees and import fees for United Kingdom, Switzerland and Norway are included.

Shipments to DDU (delivery duties unpaid) countries may be subject to custom fees, import fees and taxes, these are the sole responsibility of the client and will not be reimbursed by Jacob Cohën.

Below you will find information about shipping costs:

Most of Europe

Standard Delivery: 8-14€

Express Delivery: 10-25€

Shipment tracking

When the order is tendered to the courier, customers receive an email providing the tracking number (awb) related to the order. To monitor the status of your order, customers may visit the courier website and insert the awb number in the “track your order” area.

Returns and Refunds

Subject to Terms & Conditions policy, we offer a Free Returns Pick Up.

We offer a free collection service to all customers for Product(s) you wish to return except in relation to certain types of Products as set out in the Returns Policy.

We recommend that you return products in their original packaging to ensure the necessary protection when in transit. Instructions for the return of the product(s) will be included with the delivery package.

If you choose this option, you can return the Products(s) for free and will be refunded the full price for the Product(s) (subject to our Returns Policy) but not the delivery charges.

To book a free returns pick-up

In case you already have an account:

Sign-in to ‘My Account’ section on jacobcohen.com
Under 'Orders & Returns' click on the ‘Initiate Return’ next to the order you want to return;
Select the Products you would like to return and follow the steps to schedule a pick-up time and address.

In case you do not have an account:

Go to ‘Return Your Order’ section on jacobcohen.com
Provide your order number and your email address;
Select the Products you would like to return and follow the steps to schedule a pick-up time and address.

We will email you with your Returns Merchandise Authorisation (RMA) number, confirmation of your collection time and address, a booking reference number and returns documents.

What happens next?

Prepare your package by attaching to the outside of the original packaging the pre-printed Return Label and Return Note that you find in the box. Make sure the Return Label is visible as this will need to be scanned by the courier and give the Airway Bill (AWB) to the courier.

If you have been provided with a returns invoice for customs, please enclose one inside the package and attach a signed copy on the outside with the AWB.

Do not seal your package until the driver has checked the contents.

Please note that you have 30 days to contact us upon the pickup of your return to ensure that we have acknowledged it and received the Product. If you contact us after this 30 day period, we cannot guarantee a refund.

ORDERS & PAYMENTS

Orders

Jacob Cohën has created and published the website with the mission to offer a service exclusively for its own clients. www.jacobcohen.com reserves the right to decline to process an order and/or offer services to anyone at any time. www.jacobcohen.com reserves the right to decline an order in the event that the order does not receive express verification or approval from the client’s bank. www.jacobcohen.com reserves the right to delay a shipment if the order is not able to be shipped for reasons beyond our control. Please note that during promotions and sales there may be delays in orders’ processing and shipping. Orders placed separately will be shipped separately.

Once your order has been placed, you will receive an email acknowledging the details of your order. This email is not an acceptance of your order, just a confirmation that we have received it. Unless you cancel your order, acceptance of your order and completion of the contract between you and www.jacobcohen.com will be completed when we email you that the goods have been dispatched.

Except in relation to certain types of Products (and according to our Terms & Conditions), you may cancel a contract at any time before your order is delivered and up to 14 days afterwards, beginning on the day after you received the Products ("cooling-off period").

Payment Mehods

Jacob Cohën has the following payment methods available:

Credit cards: Visa, Mastercard, American Express, Diners, Discover, JCB and Union Pay
Paypal (to register a Paypal account, please visit their website at paypal.com)
Ali Pay for any EUR currency, United Kingdom, United States, Denmark, Sweden, Brunei, China, Hong Kong, Macao, Taiwan, Thailand, Vietnam, Singapore, Laos, Philippines, Indonesia, Cambodia and Malaysia
Sofort for Germany, Belgium, Austria and Switzerland
Ideal for Netherlands

Please note that all payment transactions are subject to verification with the card issuer. Your credit card will be charged only when the order is finalised, and we will not be held responsible for any refusal of a card issuer to authorise the transaction. Furthermore, we conduct standard pre-authorization on the card; products shall not be shipped until such checks have been performed. Please note that the card issuer may charge a fee or administrative-processing charge; we are not responsible for such expenses. It may take your bank additional time to process the funds back to your account.

Your order will be dispatched upon receipt of payment on our account. Refunds from returns will be charged-back to the bank account which the original order was paid from.

Please note that for pre-orders payment is taken at the time the pre-order is placed and will be subject to our usual fraud checks. Pre-orderable items will be shipped right after items are available in stock.

Prices and Currency

The product price shall correspond to the list price appearing on the site. Prices include vat but exclude shipping. Shipping costs (at the stated price) will be added automatically to the total amount due once your items appear in the cart and you have selected your desired shipping method.

Delivery prices and costs are subject to change at any time; however, such changes shall not affect the orders for which we have already sent a shipping confirmation. Payments as well as refunds for shipments are all invoiced in euros.