FAQ

Frequently Asked Questions

How can I get in contact with you?

You can contact our customer service team by email at info@julianewyork.com.

We aim to respond as quickly as possible. Please note that we do not provide customer support through Instagram or Facebook.

To help us assist you efficiently, please avoid sending multiple emails regarding the same inquiry, as this may cause delays.

Which payment methods are available?

You can choose from the following payment methods during checkout:

  • Visa

  • Mastercard

  • American Express

  • Apple Pay

  • Google Pay

  • Shop Pay

Available payment methods may vary depending on your location or device.

Your payment will be processed when your order is successfully completed.

How long does it take to receive my order?

Orders are typically processed within 1 to 3 business days.

After your order has been dispatched, estimated delivery generally takes 1 to 7 business days, depending on your location, the carrier, and any customs or logistical delays.

Please note that these delivery times are estimates and may vary during busy periods, public holidays, severe weather, or customs processing.

For more information, please see our Shipping Policy.

When will my order be dispatched?

Most orders are processed and dispatched within 1 to 3 business days after payment has been successfully received.

Orders are generally not processed on weekends or public holidays.

Once your order has been shipped, you will receive a shipping confirmation email with tracking information where available.

Where can I find my order information?

After completing your order, you will receive an order confirmation email at the email address provided during checkout.

If you do not see the confirmation email, please check your spam or junk folder and add info@julianewyork.com to your safe sender list.

Once your order has been shipped, you will also receive tracking information where available.

You can track your shipment through our Track Your Order page.

Can I change the delivery address for my order?

If your order has not yet entered processing or been shipped, we may be able to update the delivery address.

Please contact us as soon as possible at info@julianewyork.com.

Once an order has been processed or shipped, we cannot guarantee that the delivery address can still be changed.

Customers are responsible for providing complete and accurate shipping information at checkout. If an incorrect or incomplete address causes a delivery issue, additional shipping costs may apply.

What happens if my package is lost?

If your package appears to be lost or the tracking information has not updated for an extended period, please contact us at info@julianewyork.com.

We will review the tracking information and, where appropriate, work with the carrier or fulfillment partner to investigate the shipment.

If the tracking information shows that the package has been delivered but you cannot locate it, we recommend checking:

  • Around the delivery location;

  • With household members or neighbors;

  • With your building reception or mailroom, if applicable;

  • At nearby pickup points; and

  • Directly with the carrier.

If the package still cannot be located, please contact us so that we can assist you further.

Will my delivery charges be refunded if I make a return?

Julia New York currently offers free standard shipping on all orders, so there is normally no standard outbound shipping charge to refund.

Any customs duties, import taxes, expedited shipping fees, or other third-party charges are generally non-refundable unless otherwise required by applicable law.

Please review our Return Policy for full details.

What if I’m unsure about sizing?

We want to help you find the best possible fit.

Please refer to the size guide shown on the relevant product page before placing your order.

If you have questions about the sizing or fit of a specific item, contact our customer service team at info@julianewyork.com before ordering.

Why was my order canceled?

In some cases, an order may be canceled due to:

  • Payment authorization issues;

  • Suspected fraud;

  • Product unavailability;

  • Incorrect pricing or product information; or

  • Other circumstances that prevent us from fulfilling the order.

If your order has been canceled and payment was successfully received, the applicable amount will be refunded to your original payment method.

If you have questions about a canceled order, please contact info@julianewyork.com.

How can I cancel my order if I change my mind?

Our fulfillment process begins shortly after an order is placed.

If you wish to cancel your order, please contact us as soon as possible at info@julianewyork.com.

Cancellation requests made within 24 hours of placing the order may be possible, but we cannot guarantee cancellation once an order has entered processing or has already been shipped.

If your order can no longer be canceled, you may be able to return it after delivery in accordance with our Return Policy.

What if I ordered the wrong item or size?

Please contact us as soon as possible at info@julianewyork.com.

If the order has not yet entered processing or been shipped, we may be able to make an adjustment.

Once an order has been processed or shipped, we cannot guarantee that the product, size, color, or delivery details can still be changed.

If the order has already been shipped, please wait until you receive it and follow the instructions in our Return Policy, where applicable.

How can I check the status of my order?

Once your order has been processed and tracking information becomes available, you will receive a tracking number by email.

You can use our Track Your Order page to check the status of your shipment.

Depending on the tracking system, you may be able to search using your:

  • Tracking number;

  • Order number;

  • Email address; or

  • Phone number.

Please allow some time after receiving your shipping confirmation for the carrier's tracking information to update.

How do I return an item?

If you would like to return an item, please review our Return Policy before sending anything back.

The Return Policy explains the applicable return period, eligibility requirements, return instructions, and any costs that may apply.

If you need assistance with a return, contact us at info@julianewyork.com.