Notice: Before making a claim, you must first ensure that your order was made from one of our official webshops. If it was not, you must direct your claim directly with the store from which you made your order, as our customer care team will not be able to assist you with a purchase made elsewhere in any way.
Important: Do not return faulty items without contacting our customer care team first - as a package returned like this will be refused at our warehouse and send directly back to you.
All complaints must always be dealt with by contacting our customer care team. You cannot send a product with a fault, back as a normal return item.
How to make a claim
When you've confirmed that your order was placed on our official webshop, please follow the instructions:
Write an e-mail directed to our customer care team at: webstore@ilsejacobsen.com
Include your full name.
Include your order number.
Include photos of the fault. (If your complaint is about a jacket, please also include a picture of the small care label inside the jacket with a PO-number on it.)
Include a description of the problem you're experiencing.
Our team will verify your order and when it has been verified, we'll review your case and usually it will be processed within 5 business days.