Refund policy
Return Fee:
A return fee of $20 will be applied for all returns worldwide, except for Australia, where a $30 return fee will apply.
Return Procedure:
• To initiate a return, customers must notify the brand via email at juliaallertmarketing@gmail.com stating their intention to return an item. Please ensure the subject of the email contains the word "RETURN" along with your order number. If the order contains multiple units, kindly specify the names of the products you wish to return.
• Upon receiving the return request, our dedicated support team will promptly reach out to the customer, providing comprehensive instructions and information about the refund process.
• To make the return process hassle-free for our valued customers, we will arrange the return shipment through our company's account DHL. We will deduct the return fee of $20 ($30 for Australia) from your refund, so you won't need to pay an extra fee.
• Please note that original delivery fees will not be refunded.
• Please note: If you decide not to pay taxes or import duties and choose to reject the parcel for any reason, you will not receive a full refund. Only the difference between the full value of your order and the costs we incur when returning the parcel to us will be refunded.
Refund Processing Time:
• Once the returned item(s) are received and inspected by our quality assurance team, the refund process will be initiated.
• The refund amount minus the return fee will be credited back to your original payment method within 5 business days. However, please be aware that the time it takes for the refund to appear in your account may vary depending on your bank or payment provider.
Timeframe for Returns:
• Customers have a generous window of 7 days from the date of delivery to contact our brand for a refund request and initiate the return process.
• To be eligible for a full refund, all returns must be shipped back to us within 14 days after receiving the order. It is imperative that the item is in its original condition, unworn, unwashed, undamaged, and securely packaged with the label still attached.
• Please ensure that the item is carefully placed in a box or sturdy packaging, and affix the provided return label clearly visible on the box.
Custom-made or Personalized Items:
• Regrettably, items that have been custom-made or personalized are not eligible for return due to their unique nature.
Order Cancellation:
• Should you wish to cancel an order, kindly contact our brand as soon as possible before it is prepared and shipped. Cancellation requests made promptly will be accommodated. juliaallertmarketing@gmail.com.
Error, Damage, or Defective Items:
• In case an item is returned due to an error on our brand's part, or if it arrives damaged or defective, we will assume responsibility for the return shipping costs.
• We will proceed to issue a full refund for the item, encompassing both the cost of the order including original cost of delivery and the return shipping costs incurred by you.
• Should you receive a defective or damaged item and seek to exchange it for the same product, please notify our support team via email within 7 days of receiving the item. Once we receive and inspect the returned item, we will facilitate the exchange process.
• If the desired item is out of stock, we will promptly process a full refund to your original payment method, which will include any shipping costs incurred during the return.
6.Exchange:
We offer the opportunity for a one-time free exchange per order for a different size or color. To initiate an exchange, you must:
- Begin the exchange process and send the item you wish to exchange within 14 days of receiving your order.
- For the return, we will send you shipping labels, which must be attached to the package.
The exchange will be initiated after the returned item is handed over to DHL for delivery. Once this is done, we will provide you with a tracking number to monitor your exchange.
Important!
- A repeat free exchange is not possible. If you wish to exchange the item again, the exchange fee will be $20 for all countries, except for Australia, where the fee will be $30.
- Items eligible for exchange must be in their original condition, with all tags intact, and free from signs of wear or damage.
- If the exchanged item does not suit you, you may return it within 7 days of receiving it according to our standard return policy, with applicable return shipping fees.
Lost or Delayed Shipments:
• In the unlikely event of a lost or significantly delayed shipment, please contact our support team for immediate assistance. We will take the necessary steps to initiate an investigation with the shipping carrier to locate your package.
• If it is confirmed that the shipment is lost, we will offer you a refund for the item.
We are dedicated to providing a transparent and seamless refund process for all our esteemed customers. Should you have any inquiries or encounter any difficulties, please do not hesitate to contact our support service for prompt assistance. Your satisfaction is our priority.