Exchange and Return Policy

Exchange and Return Policy:

Your sale, purchase and use of the products available on the Jacqueen website are subject to the Terms and Conditions of Use and Service.

Jacqueen may choose to accept, reject, or cancel your order in certain circumstances, for example, if the product you wish to purchase is unavailable, defective, mispriced, or the order is found to be fraudulent. In these cases, the site will refund the amount you paid for orders that are not accepted or canceled.

All content on the Site, including writings, designs, graphics, logos, icons, images, interfaces, symbols, software and trademarks, is the exclusive property of Jacqueline and is subject to copyright protection.


* Orders from outside the Kingdom of Saudi Arabia are not subject to return or exchange.


Exchange and return policy:

  1. Exchange for 30 riyals: You can exchange within 7 days from the date of receipt. In the event of an exchange, an additional 30 riyals shipping fee will be transferred from the customer. This fee includes shipping the order to be exchanged to us and shipping the new order to the customer. Please note that the new order will be shipped after the previous order arrives at our warehouse and we ensure it arrives in the same condition as the first purchase.
  2. Return fee: 35 SAR: You can complete the process within 3 days from the date of receiving the order.
  3. Shipping costs: The customer bears the return shipping costs (35 riyals) in addition to the fees paid for delivery, which are not refundable (SMSA 30 riyals, Aramex 30 riyals, Jeddah representative 30 riyals, Mecca representative 50 riyals).
  4. Orders eligible for free delivery: In the event that orders eligible for free delivery are returned, the delivery and return fees will be deducted from the order value.
  5. Orders from outside Saudi Arabia: Non-returnable or exchangeable.
  6. Refunds: This will be processed after the order is delivered to the shipping company. It may take 2 to 14 business days for the product to arrive. If the product is received and is in violation of store policy, the store reserves the right to claim the customer's money back.
  7. Cancel order after shipment: An order cannot be canceled once it has been shipped.
  8. Delivery fees: Non-refundable if cancelled after shipment.
  9. Defect or manufacturing error: If a defect or manufacturing error occurs in the product, it will be returned after reporting it.
  10. Perfume Returns: To return perfumes, the large bottle must not be used. Only the ampoule may be tested. The original container and outer packaging must be in good condition.

Cases in which products cannot be returned:

  1. When requesting a return after the specified time, which is 3 days from the date of receipt.
  2. When the product is used, damaged, not in the same condition as you received it, or the product's security sticker is removed.
  3. Used consumables.
  4. Products that have been tampered with or have had their serial numbers removed.
  5. Products without price tags, labels, original packaging, or missing any accessories.
  6. Non-returnable products such as women's accessory sets and bracelets.

How can I get a refund if I received an incorrect or damaged item?

If an item arrives damaged or not as you ordered it, you can return it to us in the same condition you received it in and in its original packaging within 7 days of receipt. Once we receive the item, we will inspect it, and if it is found to be defective or damaged, we will immediately begin the process of refunding you, including the amount you paid for the item and the amount you paid for shipping and delivery.


To contact customer service:

WhatsApp: +966554101870