Return and Refund Policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
From the date you download your label, you have a further 7 days to drop your parcel off.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at support@julianaheels.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Shipping is free on your 1st return for any order in the US. You must use the shipping label we'll provide.
Return from outside the US the shipping will be paid by the customer.
You can always contact us for any return question at support@julianaheels.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
We're dedicated to giving you the best possible customer service experience, but we're a small team. Please allow up to 48 hours to receive a reply.