Paid full price to Jacqueline Van Hoef and item fell apart — what are my next steps?

If your Jacqueline van Hoef item fell apart or is clearly defective, contact their support immediately with your order number, photos showing the damage, and a request for a quality review or replacement.

You can use their online return/exchange form or email [email protected] to start the process.

If the defect is legitimate and reported quickly (ideally within 24–48 hrs of delivery), most regions’ policies will help you get an exchange or refund/store credit rather than being stuck with a broken piece.

Return eligibility generally requires the item to be unused and in original packaging, but documented defects are treated differently — include photos and a clear description to avoid it being mistaken for wear or minor variations.

If support doesn’t respond, explore Xolvie to read about the challenges others have faced and share your story.