Delayed/Lost shipments: Keep in mind that shipping times are average times, so an order may take less or more days to arrive.
If your order takes much longer than estimated to arrive, please contact us with your order number so we can check it with the shipping company.
The shipping company is responsible for determining if a package is declared "lost". This process can take several weeks and is not up to us. We will refund your order as soon as the package is declared lost.
Undeliverable or refused shipments: If shipments are returned to us with the remark "undeliverable" or if you refuse to accept the shipment when it arrives, there will be costs for the return that we will not assume and we will deduct from the refund amount.
Package or product damaged due to shipping: If your package or product arrives broken, dirty, wet or incomplete due to shipping, please contact us urgently within 3 days (after the date of delivery confirmation by tracking)It is very important that you send to us photos of the condition of the package/product to make the claim. Keep in mind that this can take time and it is not up to us, but rather the shipping company. We will refund your purchase or send you a new replacement garment when the claim is resolved. If we don’t receive a photo within the 3 days after the arrival date, we will not be able to replace the item or start a claim.
If you have another problem, please contact us at firstname.lastname@example.org, on Instagram @Julyliebe or on WhatsApp. We are happy to help you!