How to return
Our goal is 100% customer satisfaction
We want you to be completely satisfied with your purchase from Ilse Jacobsen. You have 30 days from the day you receive your order to return an item for a full refund.
How to return an item
- Have your order number ready (e.g. EU-xxxxx).
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Register your return in our
returns portal . - Once your return has been registered, you will receive an email with detailed return instructions and a prepaid return label.
- Prepare your return parcel. Remember to remove or cross out any old shipping labels and attach the prepaid return label clearly to the outside of the parcel.
- Keep your proof of postage until your refund has been processed. This is your proof of return in the unlikely event that the parcel is lost in transit.
Please note: A return fee (EUR 7 for EU orders) will be deducted from your refund when you use our prepaid label.
Returns portals
Exchanges
- Start your exchange request in our returns portal.
- You can exchange the same style for a different size.
- Once your return has been processed at our warehouse, your replacement item will be dispatched straight away, with free shipping.
- The item must be unworn and unwashed, with all original tags attached.
- Exchanges cost EUR 7.
When will I receive my refund?
- Refunds are processed within 5–10 business days after we have received and approved your return at our warehouse.
- You will receive a confirmation email once your refund has been issued.
- Your refund will be credited to the same payment method you used for your purchase. For example, card payments will be refunded to the same card.
- Important: We can only accept returns of items purchased directly from our online stores. If you purchased your item from a retailer, please return it to them.
Return conditions
Please make sure that the product meets the following requirements:
- The item must be in new and unused condition.
- The item must be properly packaged, and the original product packaging must be included.
- The item must have its original tags attached.
- The item must not have been washed or show any signs of wear, stains or damage. It must also be free from smoke, strong odours and pet hair.
- You can only return your order from the country to which it was originally delivered.
- Shipping costs are non-refundable.
Incorrect or faulty items
If you receive a damaged, faulty or incorrect item, please contact our customer service team by email at