Start a return

To start a return, click here.

Jaqueline Roxo Atelier wants you to feel confident about every online purchase. If you change your mind, you may return eligible items within 14 calendar days from the date your order is delivered.

Eligibility
Returned items must be:
• Unworn, unwashed, and unaltered
• In the same condition as received
• Returned with original tags attached and any garment bag, dust bag, or packaging included
• Free from odours and marks (please avoid perfume, deodorant, makeup, and body oils when trying on)

Items that cannot be returned
Returns are not accepted for:
• Made to measure pieces, custom orders, personalised items, or any item altered specifically for you
• Fabrics sold by the metre once cut to your selected length
• Items marked as non returnable at the time of purchase, when applicable for legal or hygiene reasons

How refunds work
Refunds are issued to the original payment method (Stripe) once the return is received and inspected. The refund is processed as quickly as possible and no later than 14 days after your withdrawal request, and may be held until the returned item is received.

Shipping costs are not refunded, except the standard outbound delivery cost required by law when applicable. Return shipping costs are the customer’s responsibility, unless the item is faulty, damaged, or the wrong item was delivered.

Condition checks
If an item shows signs of wear, damage, missing tags, or has been handled beyond what is necessary to try it on and assess fit, a deduction may apply, or the return may be refused.

Incorrect or damaged items
If you receive an incorrect item or an item arrives damaged, contact us immediately upon delivery at [email protected], and include your order number and photos.
We will resolve it as quickly as possible.

Jaqueline Roxo Atelier ships worldwide. International customers can place orders online, and any applicable duties and taxes may be calculated at checkout, depending on the destination.

Please note: for orders shipped outside the European Union, customs duties, import taxes, and local handling fees may apply. These charges are the customer’s responsibility and are set by local authorities.

International returns
Returns are accepted for international orders under the same conditions as EU orders, provided the return is requested within 14 calendar days of delivery and the item is eligible. Return shipping costs are the customer’s responsibility, and duties and taxes paid on import are not refundable by Jaqueline Roxo Atelier. We recommend checking with your local customs authority about reclaiming any import charges, where applicable.

If we processed your order incorrectly or your item arrives damaged, please contact us immediately upon delivery at [email protected]. Include your order number and clear photos so we can resolve it as quickly as possible.

Shipping carriers
Orders are shipped via CTT, DHL, or UPS, depending on the destination and the service selected at checkout. We do not ship to P.O. boxes or APO/FPO addresses.

Order processing and delivery times
Please allow 1 to 2 business days for order processing before shipment. Orders are processed Monday to Friday, excluding Portuguese public holidays.

Delivery times vary by destination and carrier. While we do everything to ship on time, Jaqueline Roxo Atelier cannot be responsible for unexpected carrier delays.

Split shipments
Orders containing multiple items may be shipped in more than one package, depending on availability and packaging requirements.

Shipping methods and fees
Available shipping methods and costs are shown at checkout and depend on your destination and the weight/volume of your order.