Refund policy

Returns & Exchanges Policy

At JACRA, every piece is crafted with care and attention to detail. We hope you love your purchase, but if it’s not quite right, we offer a simple return process. International orders and sample sale items are final sale.

 

Returns

Full-price items may be returned or exchanged within 14 days of receipt, provided they are in original condition with all tags, invoice, and packaging (including cartons, dust bags, chain, accessories and protective wrapping) intact. Returns due to damage or flaws are, of course, always accepted. Items that do not meet these conditions cannot be refunded.

 

International Orders, Sale and Sample Sale items are final and not eligible for return or exchange.

Return shipping is at the customer’s expense; however, a prepaid return label can be provided at the cost of AED 30 and deducted from your refund. Refunds are processed once the item is received and approved:

  • Store Credit: Next day
  • Credit Card: within 15 working days, depending on your bank

 

Exchanges

We do not offer direct exchanges. Should you wish to select a different piece, simply return your purchase for store credit and place a new order once your return has been approved. Return shipping is at the customer’s expense; however, a prepaid return label can be provided at the cost of AED 30, which will be deducted from your refund.

 

Shop Now

During the exchange process, you may use Shop Now to apply enhanced store credit toward a new order.

  • If the new order exceeds your credit, the balance will be processed via Stripe.
  • If the new order is less than your credit, the remaining balance will be reissued as store credit.
  • Orders placed using Shop Now credit are considered exchanges and are only refundable as store credit.

 

Item Issue

Each JACRA bag undergoes meticulous inspection before leaving our studio. If your item is defective, please contact us within 3 days with photos and your order details at support@jacraofficial.com. Return shipping will be fully covered, and upon approval, a replacement or store credit will be issued promptly, with confirmation sent via email.

 

Conditions

Returns may be declined if:

  • Requested beyond the 14-day period.
  • The item shows signs of wear, damage, or missing accessories.
  • Shipping fees may apply in such cases.

 

General Conditions

You may return your order using a carrier of your choice. Once your return request has been approved, please email support@jacraofficial.com with your order number and tracking details, after which we will provide the return address. Please note that refunds cannot be guaranteed without valid tracking information.

 

JACRA is not responsible for return packages that are lost, stolen, or mishandled, and reserves the right to refuse any return that does not meet our requirements. Customers are responsible for any customs duties or fees incurred for returns made for personal reasons, except in cases of product quality issues or errors on our part.

 

Order Changes

Orders and shipping addresses cannot be modified. To update, please cancel your order by contacting support@jacraofficial.com with your order number, and place a new one.

 

Order Cancellations:

Contact support@jacraofficial.com promptly with your order number to request a cancellation. As orders are processed quickly, cancellations cannot be guaranteed.

 

We want every JACRA experience to feel effortless and reassuring from the moment you choose your bag to the aftercare you receive.