Refund policy
Last updated: 16 August 2026
This policy applies to purchases from the Jacqueline van Hoef online store. Jacqueline van Hoef is the customer-facing name of the store, which is legally operated by Vouge Verde Mösch, a Swiss sole proprietorship owned by Flynn Miró Mösch.
1. Return and cancellation period
If you are a UK consumer and the statutory right to cancel applies, you may tell us that you wish to cancel within 14 days after the day on which you receive the goods. You then have a further 14 days to send the goods back after notifying us.
For eligible consumer orders outside the UK, we voluntarily offer the same 14-day notification period unless mandatory law gives you a longer or more favourable right. Mandatory consumer rights always remain unaffected.
2. How to start a return
Email info@jacquelinevanhoef.co.uk with your order number, the item you wish to return and the reason for the return. A reason is not required when you exercise a statutory cancellation right. We will provide return instructions. Contacting us before posting helps us identify and process your return, but it does not restrict a statutory right exercised by a clear statement within the applicable period.
Use a tracked service and keep proof of posting. Unless we provided a prepaid label, you remain responsible for the parcel until it reaches the return address.
3. Return address
Authorised returns must be sent to:
Vouge Verde Mösch
Bahnhofstrasse 12
2502 Biel/Bienne
Switzerland
Do not return goods to the dispatch address shown on the parcel unless we expressly instruct you to do so.
4. Condition of returned goods
You may inspect and try on an item as you reasonably would in a shop. Please return it with all supplied accessories, labels and packaging where reasonably possible. We may make a lawful deduction for loss in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the item. This does not affect rights relating to faulty, damaged, incorrect or misdescribed goods.
5. Items that cannot be returned
Where permitted by law, the right to cancel does not apply to personalised or made-to-order goods, or to sealed goods that are unsuitable for return for health or hygiene reasons once the seal has been broken. This may include sealed underwear, swimwear or earrings where the hygiene seal has been removed. Faulty, damaged, incorrect or misdescribed goods remain covered by applicable law.
6. Return costs
For a change-of-mind return, you pay the direct cost of returning the goods to Switzerland unless we agree otherwise. If the goods are faulty, damaged, incorrect or not as described, we will cover reasonable return costs or provide an appropriate return method.
No restocking fee applies to an eligible return.
7. Refunds
We refund eligible amounts to the original payment method. For a full statutory cancellation, this includes the price paid and the cost of our least expensive standard outbound delivery option. Any additional cost of an upgraded or express delivery option is not refundable unless required by law.
We will issue the refund without undue delay and, where UK cancellation rules apply, no later than 14 days after receiving the returned goods or acceptable evidence that you sent them back, whichever is earlier. We may withhold the refund until we receive the goods or evidence of return where the law allows. Your bank or payment provider may need additional time to display the credit.
8. Damaged, faulty, incorrect or missing goods
Contact us as soon as reasonably possible and include your order number and helpful photographs. Reporting visible transit damage within 48 hours helps us investigate with the carrier, but failure to do so does not remove rights that cannot lawfully be waived.
9. Exchanges
Exchanges are subject to availability. The quickest option may be to return the original item and place a new order. If an exchange cannot be supplied, we will provide the refund or other remedy required by this policy and applicable law.
10. Order cancellation before dispatch
Contact us promptly if you wish to cancel before dispatch. We will cancel and refund the order if it has not entered dispatch. If it has already been dispatched, follow the return process above. This does not limit a statutory cancellation right.
11. Contact and operator
Online-store name: Jacqueline van Hoef
Legal operator: Vouge Verde Mösch
Owner: Flynn Miró Mösch
Company identification number: CHE-418.910.820
Address: Bahnhofstrasse 12, 2502 Biel/Bienne, Switzerland
Email: info@jacquelinevanhoef.co.uk
Telephone: +41 78 799 22 84
