Terms of Service

Last updated: [01/10/2026]

Welcome to Jacqo. We're a mother-daughter duo based in Ghent, Belgium, crafting modular leather handbags by hand — and we're glad you're here.

These Terms of Service explain the ground rules for using our website and ordering from us. By placing an order or browsing our site, you agree to what follows. If anything is unclear, just email us at info@jacqo.be — we're happy to explain.

1. Who we are

This website is operated by:

JACQO Kazantstraat 8, 8760 Tielt, Belgium VAT: BE 0546 903 024 Email: info@jacqo.be Phone: +32 471 47 97 11

Throughout these terms, "we," "us," and "our" refer to Jacqo. "You" refers to anyone browsing our site or placing an order.

These terms apply to consumers as defined under Belgian law — meaning anyone acting for purposes outside their trade or profession. If you're ordering on behalf of a business, different terms may apply; please contact us first.

2. Our products

Every Jacqo bag starts as a sketch and is made by hand in our own atelier, using leather from a Spanish supplier we trust for its quality and craftsmanship. Because each piece is handmade, small variations — in grain, texture, or exact shade — are part of the process, not a flaw. We try to photograph our products as accurately as possible, but actual colours may vary slightly depending on your screen.

Our collection changes over time, and we can't always guarantee a specific model or colour will stay in stock. If something you love has sold out, email us — we're happy to check whether it can be remade.

3. Placing an order

  1. Add the items you'd like to your cart. Before checking out, you can review and adjust your cart at any time.

  2. To complete your order, proceed to checkout, enter your details, and choose your delivery and payment method.

  3. Clicking "Complete order" creates a binding order with a payment obligation.

  4. You'll receive an order confirmation on screen, followed by a confirmation email. Your order is only accepted once we send that email.

  5. If we're unable to fulfil your order — for instance because a piece is out of stock — we'll let you know by email within seven (7) days. You can then choose to cancel or wait for restocking.

4. Prices and payment

All prices shown include VAT and exclude shipping costs, which are shown clearly before you confirm your order — no surprises at checkout.

Prices may change at any time, but once you've placed an order, the price you paid stands (unless there's an obvious pricing error, in which case we'll contact you before proceeding).

Payments are processed securely through [Mollie / your payment provider], supporting Bancontact, iDeal, credit card (Visa, Mastercard, Maestro), and PayPal. We never see or store your card details — that stays safely within our payment provider's secure environment.

5. Cancellations

Changed your mind right after ordering? You can cancel free of charge within 48 hours of placing your order, as long as it hasn't shipped yet. Just email us as soon as possible.

Once shipped, cancellation is no longer possible, but you can use your right of withdrawal (see below).

6. Delivery

We deliver to the address you provide at checkout. Delivery times shown are estimates, not guarantees — we'll always let you know if something is delayed. Please check your order for damage as soon as it arrives.

7. Right of withdrawal

You have 14 days from the day you receive your order to change your mind and return it — no reason needed.

To return or exchange, email us at info@jacqo.be with your order number.

For the full details on conditions, costs, and how exchanges work, see our Returns & Exchanges page.

Please note: sale items, stock-sale items, and personalised or embossed pieces cannot be returned, exchanged, or refunded.

8. Defects and warranty

If something arrives damaged or isn't what you ordered, tell us right away — we'll make it right, whether that's a repair, replacement, or refund.

We stand behind our craftsmanship with a 2-year warranty against manufacturing defects in materials or workmanship. This doesn't cover normal wear and tear, damage from misuse or neglect, or changes made by you or a third party. If you spot a defect, email us at info@jacqo.be with photos so we can take a proper look.

9. Caring for your Jacqo bag

Your bag is made from high-quality leather and deserves a little care in return:

  • Condition the leather occasionally with a suitable leather conditioner.

  • Avoid rough surfaces and store your bag in its dust bag when not in use.

  • For lighter colours, keep your bag away from dark denim or unstable dyes, which can transfer.

  • Most of our leather has a water-repellent finish, but this fades over time and offers only limited protection — it's not a substitute for care.

Any specific care instructions included with your bag take priority — give them a read.

10. Intellectual property

Our designs, our name, our logo, our photography, and our written content belong to us (or our licensors) and are protected by intellectual property law. Please don't use them without our written permission.

11. Liability

Our liability is limited to the amount you paid for the relevant product, plus any delivery costs. We're not liable for delays or failures caused by circumstances beyond our control (force majeure) — things like strikes, natural disasters, or disruptions to our suppliers or delivery partners.

12. Complaints and disputes

If something's not right, we'd genuinely like to hear about it — email info@jacqo.be or call +32 471 47 97 11. We'll do our best to sort it out quickly and fairly.

If we can't resolve things together, you can turn to the European Commission's Online Dispute Resolution platform: ec.europa.eu/consumers/odr.

Any disputes that can't be settled amicably fall under the jurisdiction of the courts of Ghent, Belgium, and are governed by Belgian law.

13. Changes to these terms

We may update these terms occasionally — to reflect new services, legal requirements, or simply to make things clearer. The version live on our website at the time of your order is the one that applies.

Thank you for supporting a small, handmade label. We hope your Jacqo bag becomes something you carry — and love — for a very long time.

We hope you have a good experience,

 Jacqo