Delivery & Return Policy
DELIVERY
Delivery takes 3 to 5 weeks from the date of the order. Once your order is completed, inspected by our team and shipped out, you will receive an email confirmation with a tracking number for delivery.
Delivery dates cannot be guaranteed due to unforeseen situations such as natural disasters, (ex. flooding, earthquakes, etc.) technical problems, postal service delays or any other factors out of our control in destination countries or with subcontractors.
We will do everything within our power to keep you informed and to ensure that you receive your order as quickly as possible.
INCORRECT SHIPPING ADDRESS
It is the responsibility of the buyer to enter the shipping address accurately. If an incorrect shipping address has been provided, please contact us at support@jacquesilbert.com
If the order is returned to Jacques Silbert due to an incorrect shipping address and the buyer requests reshipment, additional shipping charges may apply.
INTERNATIONAL DELIVERY
Jacques Silbert is not responsible for the customs or import duties that may be charged when the package arrives at its destination country. These fees are payable by the receiver. These fees are not handled or collected by Jacques Silbert, and thus cannot be refunded. Jacques Silbert has no control over these fees and cannot estimate or confirm their cost, as customs policies and import duties vary from country to country. We recommend contacting your local customs office for information about fees before placing your order, to avoid unforeseen charges.
We are not responsible for any delays caused by the destination country’s customs clearance process or by the courier’s transit delays.
RETURNS AND EXCHANGES
CUSTOMIZED PRODUCTS
Customized products at Jacques Silbert are those for which the customer selects the model, the exterior and interior textures and other personalization options.
PRODUCT VISUALISATION
Jacques Silbert endeavors to be as precise as possible. However, we cannot guarantee that the description of its products, or any information contained on the web site, is accurate, complete, reliable, up to date, or without error. Jacques Silbert will take all reasonable steps to correct any discrepancy.
The viewing tool on Jacquesilbert.com presents the most realistic image possible of the product. This image allows the client to view the fabrics and the customized creation before purchasing. You must ensure that you have carefully reviewed your item summary before proceeding with your order. In addition, please note that the color differences generated by a computer screen are not considered an error, as the color of fabrics may vary depending on the monitor and leather textures can come with slightly different forms or shapes as it is a natural material.
ORDER CANCELLATIONS
You can cancel or modify your order, make changes for design options or fabrics, within 12 hours of placing your order. To do so, please write to support@jacquesilbert.com. Refunds are processed by the same method of payment used at the time of purchase. No refund can be offered after the day of purchase. Your order begins to be processed the day your payment is made, which means that your fabric has been ordered and prepared to be cut to your specifications.
PRODUCTION AND DELIVERY GUARANTEES
We understand that some clients are concerned about ordering online, notably due to questions about production and guarantee of delivery. Although we guarantee the rigor of our production process, certain issues may arise:
1.The fabric chosen by the client must be among the list of fabrics offered on our site. We will inform you if the fabric is no longer available.
2.Certain situations are beyond our control and may cause a delivery to be delayed: a vacation period in the mandated country, a natural disaster or a delay caused by a third party such as a courier.
RETURNS, EXCHANGES AND REFUNDS
Due to the fact that every product is 100% individually custom-tailored and handcrafted just for you, we do not offer refunds. This is standard practice for custom-tailored products as there is no resale value.
In the case where a production error has occurred (ex. the wrong fabric has been used or the interior design differs from the one chosen by the customer, or if the product is damaged upon reception), Jacques Silbert will authorize a refund within 30 days from the date you received your order. If this is the case, please contact Jacques Silbert at: support@jacquesilbert.com.
Returns of customized products are treated on a case-by-case basis by our customer service department. Jacques Silbert reserves the right to refuse any request that does not meet its conditions.
WARRANTY
All Jacques Silbert products are eligible to a three (3) month warranty from the date of purchase. The three month warranty is only subject to the following conditions:
1.A copy of your order confirmation or proof of purchase, your order number, 2-3 photos of the damaged item and a brief description of the claim must be provided to validate the warranty;
2. Jacques Silbert shall not be liable under this warranty if any damage or defect resulted from (i) misuse, abuse, neglect (ii) accident (iii) any modifications or alterations made (iv) wear and tear;
3.If the item is no longer available, we will substitute the item for one of equal value of your choice.
Jacques Silbert reserves the right to refuse any request that does not meet its conditions. Please contact customer service at support@jacquesilbert.com for more information.
COMPLAINTS AND SPECIAL CASES
Each complaint is treated on a case-by-case basis by our online customer service department. Address all inquiries to support@jacquesilbert.com
