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FAQ

Welcome to JulietHome FAQ Help Center.

Please browse this FAQ page, to find the answers that best match your question. If you can't find what you're looking for, please feel free to contact us.

Online Form: Click the 'Contact Us' at the bottom of any page and follow the instructions.

Our customer support team works around the clock to respond to any question you may have!

Email us on: support@juliethome.com (Please note that our response time may be up to 2 business days)

We appreciate your patience while we revert back to your inquiry and will do everything we can to assist you as fast as possible.

MY ORDERS

The 'My Orders' section cover topics relating to the order you have placed on JulietHome. In the articles within this section, you will be able to find an answer to your questions;

If you have already searched the FAQ section and haven't found the answer you're looking for, you are welcome to contact our dedicated Customer Support Team. You can Contact Us or send an email to us (email response time may take up to 2 business days), and one of our team members will be there at your service to assist you.

Did I make an order successfully?

Once the payment completed, you will receive an order confirmation email, if not, please re-check in your “spam folder” or “junk folder”.

Note: If you receive an email for your payment confirmation, do not panic. As your order is marked high risk due to a potential unauthorized payment, all we need is a confirmation email regarding your payment.

How to change or cancel my orders?

If you want to change or cancel your order, please contact us at; support@juliethome.com within 12 hours after receiving your order confirmation. If your order status is shipped, we cannot change or cancel.

How long it takes for my orders to be dispatched?

The dispatch (or handling) time is the number of business days taken by JulietHome to fulfill the order after receipt of your cleared payment. JulietHome’s estimated dispatch time is 3-5 business days. Once the goods are shipped, you will receive an email including details regarding shipping confirmation and tracking number(s).

 

SHIPPING INFORMATION

The "Shipping Information" section covers topics related to the actual delivery of your order. In the articles within this section, you will be able to find the answers to your questions.

If you have already searched the FAQ section and haven't found the answer you're looking for, you are welcome to contact our dedicated Customer Support Team. You can Contact Us or send an email to us (email response time may take up to 2 business days), and one of our team members will be there at your service to assist you.

What shipping methods do you offer?

Standard International Shipping with tracking number.

How long will it take to receive my orders?

Shipping time varies by location. These are our estimates:

  • United States
10-20 Business days
  • Canada, Europe
10-30 Business days
  • Australia, New Zealand
10-30 Business days

 

If the package is not been delivered within this specified time, feel free to contact our customer support team for an update.

(Note: The shipping time does not include the dispatch time which is generally 3-5 business days.)

How to track my orders?

Once your order shipped out, we will send you a shipping confirmation email that includes your tracking number and tracking link which help you track your package.

How much is shipping?

If your order is above $80 - Shipping is FREE!
Shipping is flat at $4.95 per order to USA, Australia, Canada, New Zealand, United Kingdom, and other European countries.

Tip: Save on shipping by placing all your items in one order!

Are there any additional fees involved in international shipping?

At JulietHome, Products shipped from overseas. In some cases, shipment may be subject to import taxes, customs duties, and fees, which are levied once a shipment reaches the recipient's country. Additional charges for customs clearance must be fulfilled by the recipient.

Unfortunately, JulietHome has no control over these charges, nor can JulietHome estimate what the additional charges may be as customs policies vary widely from country to country. For more information Please contact your local customs office. When customs clearance procedures are required, it may cause delays beyond our scheduled delivery period.

 

RETURN AND REFUND

If you have received your item and there seems to be something wrong with it and want to claim a return or refund, the "Returns & Refunds Policy" section will get you started in the right direction.

We always take care in selecting high quality and trusted goods to offer them for sale on the Juliet Home website, however, sometimes things don't quite go according to plan.

If there is something wrong with the item you received, please contact us at support@juliethome.com. Please provide us with images of your defective or damaged item. In most cases we will send you out a replacement, however, some orders are subject to a 100% refund.

What should I do if items received are not satisfactory?

If you are not satisfied with the item and want to request a refund. Firstly, please check our Return and Refund Policy to ensure if the return is applicable for your order.

Secondly, you have to claim your refund within 60 days from the purchase date.

Thirdly, you may be eligible for a refund or exchange depending on your situation and the type of item you purchased. At JulietHome, we reserve all the rights to charge a handling fee on all items returned for non-quality issues. Under any circumstance, we will not refund the original shipping cost.

What should I do if I have received the wrong order or items?

If you have received an item that you did not order or somebody else's order entirely, please contact us as soon as possible.

To help our Customer Support Team to know what problem you have, please kindly attach some clear photos of the incorrect order or items you have received.

Perceived color differences due to the display settings of your computer monitor are not grounds for an exchange or refund.

What should I do if an item in my orders is missing?

For logistical reasons, items in the same order will sometimes be sent in separate packages so they get to you faster. You may receive one item before the next. So don’t panic if you don’t receive all of your items at once…they are on the way!

If you are certain that an item is missing from your order, please contact our Customer Support as soon as possible. We will be happy to track it for you. Once we are confirmed that an item was missing, either we will refund you the item cost or send you a replacement 100% free of charge.

What should I do if I received a defective or damaged item?

If the item you received is damaged or defective during shipping, you are eligible for a replacement.

Please contact Customer Service Team and be ready to provide photos or operating videos clearly showing the problem with the item.

Alternatively, you can open the item in front of the delivery person and if you find that it is damaged during shipping, you can reject it. Then you need to contact the Customer Service Team as soon as possible.

How soon will I receive my refund?

In most cases, we will refund your money within 5 business days after your refund has been processed. The refund will be credited to your account that you used to pay the order. PayPal refunds are instant but refunds to your credit/debit card can take up to 6 business days.

How do I return the products?

JulietHome hopes you will be satisfied with every purchase you make. But if you want to return an item, returns must be prearranged and authorized by a Customer Support member.

Item must be returned unused in its original condition with order confirmation email. The packaging must not be broken wherever applicable. We cannot accept returns under these circumstances :

  • It is beyond the 60-Day Money Back Guarantee Period.
  • The order was placed by mistake but wasn't canceled within 12 hours.
  • Seasonal items (e.g. Easter, Halloween, Christmas, etc.) after the event date are included in the order.
  • The detailed size chart is included in the description. The size you choose does not fit you well.
  • The customer has changed their mind.

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