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FAQS Jacob Cohën

FAQS

Do I need to have an account to place an order?

No, you're not obliged to have an Account to place an Order on our website. But if you do decide to set up an Account, you will be able to check out faster and access your Wishlist.

 

What do I need to do if I forget my password to access my account?

If you forget your password, you can easily restore it by following some simple steps. Please click on "Forgot your Password?" in your "My Account" tab. After entering your email address, please click "Recover Password" and we will send you an email with a link to reset a password to access again your Account.

 

Do you ship all over the world?

All the available delivery destinations can be selected at the check-out page. The delivery address of your order must match the country site in which you place your order. Please select the correct country site for your order from the link in the corner of each page.

 

Is it possible to place an order over the phone?

Yes, you can easily place an order over the phone by contacting our Customer Care on +44 20 38856240. Our Customer Care team will be more than happy to help you order the items you desire.

 

How can I know if you have received my order or not?

Once you complete the purchasing process on our website, you will receive an email with the confirmation that we have received your order and that it will be prepared for shipment as soon as possible. You will also receive a confirmation when your order has been shipped.

 

Is it possible to reserve an item to buy later?

No, it's not possible to reserve an item to buy later on our Jacob Cohën online store.

 

Where should I find size and fit advice?

You can see product images, descriptions, retail prices, and other essential details on the Product Detail Page, including size and fit information. We use both Italian and international size scales, but you can also view different size scales by clicking on "Size Guide" and selecting the scale you'd like to see. If you're still not sure, you can contact our Customer Care team, who will be more than happy to help you out.

 

Is there a way to know if an item is in stock?

All items you see on our ecommerce website are in stock. If you can select your size, then the product in that size is in stock and available to be purchased. In the unfortunate event for which an error occurs and the item you ordered is no longer in stock, you will be promptly informed by our Customer Care team.

 

What are the payment methods available?

We have a global payments offer. This includes:

  • Credit cards (Visa, Mastercard, American Express, Diners, Discover, JCB and Union Pay);
  •  PayPal;
  • Alipay 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.

 

Can I change my credit card details?

Yes, you can always change the Credit Card Details saved in your “My Account” section.

 

Can I remove my credit card details after being saved?

Yes, you can always remove your Credit Card Details saved in your “My Account” section.

 

Will my personal details be safe in your website?

Please be assured that your personal details are safe and will always be kept strictly confidential. To learn more about our Privacy Policy, please find all information in our dedicated page.

 

When will I be charged on my credit card?

You will be charged on your Credit or Debit Card once the order is confirmed.

 

Where can I find your return policy?

Our Returns and Refunds Policy can be found in our Customer Care area in the Footer page, or please click here for direct access to the desired page.

 

How can I return my order?

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. 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. To book a free return pick-up:

  • Sign-in to the Site and go to “My Account”;
  • Under 'Orders & Returns' click on the 'Initiate return' 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.
  • Upon confirmation of your collection details, 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.
  • Please find the booking reference in your Free Collection Booking Confirmation email to track the journey of your return. Please note: If you have been provided with a Return Invoice for Customs, please place one inside the package and attach a signed copy to the outside of the package with the AWB. Do not seal your package until the driver has checked the contents. Should you have any doubt, do not hesitate to contact us at [email protected]

 

Is it possible to exchange an item ordered?

No, the change for an ordered item is a service not yet available on our website. If you wish to change your order, you can place a new order of the item you want to have instead, and then follow the simple instructions to Return the item you don't want anymore.

 

How do I return or exchange a faulty item?

To Return a Faulty Item please refer to the Terms & Conditions page in the Legal Area of the Jacob Cohën website (or click here).

 

When will I receive my refund?

Once the return has been received at our warehouse and accepted by the quality and control team, the refund will be processed via the original payment method. The refund includes the full price for the product(s) but not the delivery charges.

 

Can I get same day delivery?

Same Day Delivery isn't available yet, but we do offer the possibility to choose Express Delivery Service for most of our destinations.

 

How can I track my order?

Yes, you can easily track the Delivery progress on the "Track your Order" section on Jacob Cohën website, or by signing in to your Jacob Cohën Account. The tracking number can also be found in the email you will receive from our Customer Care once your order has been dispatched.

 

Is it possible to get an item repaired?

Unfortunately, we do not offer repair service, but please be aware of the fact that if an item bought on our online store shows (within 24 months from the date of purchase) a manufacturing fault, excluding defects due to normal wear and tear of the product, we will evaluate the possibility to repair, to substitute or accept a return of the item. For any further information, please feel free to contact our Customer Care.

 

Can I change my shipping address after my order has been dispatched?

No, the shipping address cannot be modified after the order has been dispatched. For any doubts, please contact our Customer Care.

 

How do I receive Jacob Cohën email updates?

Stay informed of new arrivals, trends and exclusive collaborations by entering your email address at the bottom of our homepage.

 

Which shipping options are available and what are the shipping fees?

To consult on the shipping options available please click here for direct access to the desired page.

 

Can I use different addresses for billing and shipping?

Yes, but please ensure that the billing address matches the one linked to the payment method you have chosen to use.

 

I lost the return label. What do I have to do to get a new one?

If you need a new return label, please contact our Customer Care team at [email protected]

 

I sent a return request, but I have changed my mind and would like to keep the item. Is this possible?

Yes, only if the item has not been collected by the courier. If the item was already collected, the return process will have to be completed and you can place a new order of the desired item.

 

Can I return an item with a courier of my choice?

To benefit from our free returns service please follow the steps on the returns instructions delivered in your parcel. For any doubts, please contact our Customer Care team at [email protected]

 

Can I use the same email address to create a new account in another country?

There is only one login for all countries.

 

Can I use the same details to login into my account in a country other than I initially registered in?

There is only one login for all countries.

 

How can I unsubscribe from the newsletter?

A link to unsubscribe will be available located at the bottom of each of our newsletters.

 

I cannot access my account. What should I do?

Use the Forgot Password Feature to receive a recover email.

 

Can I cancel my order?

You can find information about Contract Cancelation in our Terms & Conditions.

 

Can I delete my account?

To close your account, please contact our Customer Care team. All personal data and order history will be removed. If you change your mind, you will be able to create a new account and purchase again.

 

Can I ask for a fiscal invoice?

To request for a fiscal invoice, please contact our Customer Care team at [email protected] upon placement of the order.

 

How can I check the authenticity of an item?

You can use the Authenticity Check feature on the Company menu at the bottom of all pages, or click here for direct access to the desired page.