Returns and exchanges

Returns and exchanges


Last updated: December 4, 2025


1. Make a return request

All return requests must be made through your customer interface, in the section:

My orders → Request a return

No package sent without prior request can be processed or accepted.

You have 14 days after receiving your order to make this request.

When making your request:
  • The reason for the return is mandatory.
  • The comment must specify what you want (see section 2).

The request must be approved by our teams before any return shipment.


2. What you can request

When making your return request, you must indicate one of the following options in the comment:
  1. Size exchange
  2. Item exchange (different model or color, subject to availability)
  3. Store credit (credit added to your customer account)

If the comment is not filled out or if your request is not clearly indicated, a store credit will be automatically generated.


3. Return acceptance conditions

Once your request is approved by our teams, you can return your package by following these rules:
  • The package must necessarily contain your order number (paper, note, or printout).
  • Products must be new, unworn, unwashed, with their tags intact.
  • Return shipping costs are the responsibility of the customer (except in case of error attributable to JACKER).
  • Any package sent without prior validation or without an order number may be refused or not processed.

No unauthorized or unidentifiable returns can be accepted.


4. Commercial returns: exchange or credit

Commercial returns cover cases where you have tried your item and wish to request:
  • A size exchange,
  • An item exchange,
  • or a credit note.

In this context:
  • No refund is made,
  • Only exchange or credit options are possible,
  • A commercial return must always go through the customer interface.
This commercial policy is not to be confused with the legal right of withdrawal (see section 5).


5. Right of withdrawal (legal information)

In accordance with articles L221-18 and following of the Consumer Code, you have a legal period of 14 days from receipt of your order to exercise your right of withdrawal.

This right allows a refund, provided that:
  • The item must not have been worn, tried on, or washed,
  • The item must be strictly unopened, with its original packaging intact,
  • You sent a formal request by email only: shop@jacker.fr,
  • You used the withdrawal form below or a clear statement.

The right of withdrawal must not be used to try on an item.

Return shipping costs are the responsibility of the customer (except in case of error attributable to JACKER).
The refund includes the returned items as well as the initial standard delivery charges.
It will be processed within 14 days after receipt and inspection of the return.

Withdrawal form:

To copy-paste and send by email to shop@jacker.fr:

I hereby notify you of my withdrawal from the contract concerning the order:
Order number: ___________
Received on: ___ / ___ / 20__
Name: ___________
Address: ___________
Products concerned: ___________
Date of request: ___ / ___ / 20__


6. Discounted products and boxes

Discounted products and boxes:
  • are neither returned nor exchanged as part of commercial returns,
No returns of discounted products will be accepted via the customer interface.


7. Non-returnable products


For hygiene or personalization reasons, some items cannot be returned:
  • underwear and socks whose packaging has been opened,
  • customized or made-to-order items.

8. Return address

PAPER HAZE SAS
858 rue de la Castelle
34070 Montpellier
France

Please wait for your request to be approved before sending anything.


9. Need help?

Our customer service is available at shop@jacker.fr for any questions regarding your returns or exchanges.