FAQ 

HOW DO I TRACK MY ORDER?

  • Once your order leaves one of our warehouses, you will receive a shipping confirmation email including your tracking number and a link to track your package.
  • There is also a ‘Track My Order’ link in our website footer.
  • Be sure to check your promotions or spam folder for this email if you can't find it. 
  • Please note that processing times are currently up to 3 Business Days and it can take up to 24 hours to show updates with the tracking links. 
  • If you require more assistance, please email us at support@itsjuliet.com or diamond@itsjuliet.com 
  • Chargebacks: Please note, if your item is delayed or in transit, please refrain from opening a chargeback. Instead, direct your issue to support@itsjuliet.com or diamond@itsjuliet.com. We cannot do anything to help your situation when a chargeback is opened as it will become frozen. So rather than opening a chargeback, please email us so we can refund and cancel the order. We cannot do so when a chargeback is opened.

WHERE CAN I SUBMIT A RETURN, EXCHANGE, AND REFUND REQUEST?

If you are in the US, please follow the below:

  1. Please use our self-service checkout at returns.itsjuliet.com, also located in our footer.
  2. We offer refunds and quick seamless exchanges on all orders received back to us within 60 days of your delivery date, unless the item was marked as final sale. Any items received after 60 days are not eligible for a refund or store credit. 
  3. If you are having problems or difficulties with your return, please email us at diamond@itsjuliet.com or support@itsjuliet.com so we can help!
  4. Read the most up to date information on our Refund and Return Policy.

If you are outside the US, please follow the below:

  1. Repack your item(s). No packaging, no problem! Just pop your items in something sealable and waterproof. 
  2. Email us at diamond@itsjuliet.com or support@itsjuliet.com so we can direct you to the correct address to ship your items back. 
  3. You have 60 days to send it back. Any items received after 60 days are not eligible for a refund or store credit. 
  4. We cannot at this time utilize Returnly for international customers. If you are having problems or difficulties with your return, please email us at diamond@itsjuliet.com or support@itsjuliet.com so we can help!
  5. Read the most up to date information on our Refund and Return Policy.

 CAN MY ORDER BE SENT TO A PO BOX OR APO, FPO, DPO BOX?

Yes! For APO, FPO, DPO & PO Boxes in the continental US, please select standard shipping at checkout.

HOW LONG WILL MY ORDER TAKE TO ARRIVE AND WHERE IS IT COMING FROM?

Please see our Shipping Info for more updated delivery times. Orders typically take 7-10 Business Days to be delivered. A majority of our warehouses do not pick, pack, and ship on the weekends.

Our warehouses are located in Grapevine, Texas and our backup warehouses are in Hong Kong, and England.

If your item was a pre-order item, it will come from overseas to avoid the delay of shipping the item to Texas and then over to you. We will use Yunexpress to ship the item to USPS and on the tracking page, you will see the USPS tracking as the 'Last Mile Carrier'. 

WHY HAS MY ORDER NOT MOVED?

If your shipment has not moved from the tracking page in a couple of days, rest assured it is still in transit. Once the package(s) arrive at the new checkpoint, they will be scanned. Some carrier scans are delayed due to the pandemic, but check back in 3-4 days for an update. If you have questions, please email us.

HOW DO I CHANGE OR MODIFY MY SHIPPING ADDRESS OR ORDER?

  • We cannot modify your shipping address as this can be a fraudulent hack and it must pass through our NoFraud Security check when the order is placed.
  • If your order has not been shipped and you have selected the wrong size or color item, please contact our customer support team at support@itsjuliet.com as soon as you can before shipment so we can make this change for you.
  • If your item(s) are in transit, we cannot cancel or modify your order. Please wait until they arrive and submit a return for a full refund within 60 days at returns.itsjuliet.com.

HOW DO I SUBMIT A COLLAB REQUEST?

We’d love to hear and work with you! Please reach out to us at Candice@itsjuliet.com.

WHEN DOES MY STORE CREDIT / GIFT CARD EXPIRE?

You may use your store credit and gift card from the date it is issued until it is finished with no expiration date. 

WHY WAS  MY ORDER CANCELED AND REFUNDED?

  • We will send you an email notification confirming the order cancellation and refund. Some reasons might include:
  1. Our system marked your order as fraudulent.You may try to place another order using a different method. This is to protect against credit card fraud and theft. 
  2. If items in your order are no longer available or sold out, it may cancel and refund your order. We will email you if the item is restocked. 

WHY IS MY ORDER STILL PROCESSING?

It typically takes up to 3 Business Days to process your order to ensure that the items pass quality inspection and disinfection before shipping. Once your order is shipped, you will receive a notification email with shipping/tracking information. If there are processing delays or your order was a pre-order item, it will take up to 5 business days to ship out. Thank you for your patience.

WHY IS MY ORDER IS DELAYED?

Our current cut-off times for all orders are 3:00pm PST, Monday through Friday. If you received a shipping confirmation email, then your order has been sent to the warehouse for processing. 

If your package exceeds the standard processing period, it's normally due to the fact that a particular item(s) requires a long processing time. As a smaller business, we are currently improving our processing times and we thank you for your patience. They are noted on the product pages and in our legal pages.

Carrier delays may occur due to COVID-19 health concerns, weather, or other issues that may be out of our control. If you placed an order and have not received a shipping confirmation email from us, please reach out to our our customer support team at support@itsjuliet.com so we can provide you with one, as well as for more information.

WHERE DO YOU SHIP TO?

We offer a free shipping on all orders, no minimums through the US & Canada, Australia, France, Israel, Russia, Spain, United Kingdom, Germany, Finland, Austria, Belgium, Brazil, Croatia, Denmark, Estonia, Gibraltar, Greece, Hong Kong SAR, Hungary, Indonesia, Ireland, Italy, Japan, Kazakhstan, Latvia, Lithuania, Luxembourg, Malaysia, Malta, Mexico, Netherlands, Norway, Poland, Portugal, Saudi Arabia, Singapore, South Korea, Sweden, Switzerland, Thailand, Turkey, Ukraine, Vietnam. If you have an issue placing an order, please contact support@itsjuliet.com or diamond@itsjuliet.com

Read the most up to date shipping location information on our Shipping Policy.