Refund and Return Policy

If you have any questions, please email our Customer Support Team at support@itsjuliet.com or diamond@itsjuliet.com.

We have a 30-day return and refund policy, which means you have 30 days after receiving your item(s) to return and request a refund back to your original payment. This applies to customers domestically and internationally. You may also request a store credit or exchange directly through the self-service return or exchange portal in our footer, or at returns.itsjuliet.com. 

If your item was defective or you received the wrong item,  you can return it back to us at no charge, and we will issue you a refund post inspection, If your item was sold out or out of stock, but processed, we will refund and process your return immediately. You will be notified via email. 

To start a very simple return or exchange, please go to returns.itsjuliet.com or click the Return link at the bottom of our website in the footer. You can email us at diamond@itsjuliet.com for assistance. After that, depending on your selection, you will be sent an email confirming your request and RMA. Then, you will receive an approved email and label, with directions on shipping your item(s) back, if necessary, as well as your timeline for your refund, gift card, or exchange to be issued.

Returns, refunds, exchanges, or credits due will be processed and issued within 1-5 Business Days. You will be updated via Returnly throughout the entire process. Please be patient as it takes time to sort orders from our warehouse. We also have a Customer Support Team to answer all questions along the way.

You can always contact us for any questions via email or phone provided in the footer of our homepage or by using the Contact button at the bottom of our website. We always aim to respond within 24 hours.

DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

In the rare case of receiving a damaged, defective, or incorrect item, please use returns.itsjuliet.com form located in the footer of our website for a refund back to your original payment method or contact us at support@itsjuliet.com for any assistance. Once we receive your request, we will be in contact with you to issue a refund back to your original payment method. 

• We gladly accept returns for items received within 30 days of delivery date back to your original payment method.
• Items must be unworn, unwashed, and have original tags attached. 
• Returns are processed within 1-7 business days after your item(s) are delivered to us.
• For hygienic reasons, we do not accept returns for swimwear, intimates, undergarments like bodysuits, coverups, or accessories.
• Majority of items have a restock fee of $5 deducted from your end, unless there is a damaged item, or an exchange was made in which it is waived.

All directions and labels are generated and provided for you at your convenience once your item(s) are successfully submitted via our Returns Portal at returns.itsjuliet.com. If you choose to do an exchange, we pay for the return label. If you choose to return for a refund back to your original payment, the return label is automatically generated, and the fee will be subtracted from your total. We offer free shipping worldwide and this allows us that service.

Once orders are received, they are immediately sent to our distribution center for processing and shipping. Since the distribution center has received this order, we are not able to modify your order. However, you can always cancel and re-order, or process a return or exchange once your item has been received. Once an order has been placed, you cannot change your shipping address due to fraud prevention, but please email and we can review circumstances.

We reserve the right to solely define and limit, refuse, and/or reject returns from customers at any time due to:

• An irregular or excessive returns history indicative of "wardrobing;"
• An irregular or excessive returns history involving worn, altered, laundered, damaged, or missing items; or
• Potential fraudulent or criminal activity.

Similarly, we reserve the right to refuse service to any customer or entity, due to similar actions as noted above. 

Please inspect your order upon reception and contact us if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right by issuing a refund back to your payment method after inspecting the state of the item. You can do this by contacting us at support@itsjuliet.com, diamond@itsjuliet.com, or by using returns.itsjuliet.com 

For hygienic reasons, we do not accept returns for swimwear, intimates, undergarments like bodysuits, or accessories. Please get in touch if you have questions or concerns about your specific item.

Perform a swift Exchange on our Returns and Exchange Portal at returns.itsjuliet.com located in the footer of every page on our website. Simply select the item you want to exchange your item with. We'll give you a label to send back your item and you have the option to repurchase the item(s) in a different size, color, or select any other in stock item in the store of equal, greater, or lesser value. If it is not an equal exchange, you will be issued the difference via refund. 

We will notify you once we’ve received and inspected your return, and send you a label along with the next steps and timelines for a refund back to your original payment method all via email. Please remember it can take up to 5 days for your bank or credit card company to process and post the refund too, although sometimes sooner. 

It's Juliet is not responsible for shipping and returns until they reach our Grapevine, TX warehouse. Keep your proof of postage as we are not liable for return packages that are lost or stolen in-transit.  

• We have a 30-day return and refund policy, which means you have 30 days after receiving your item to return and request a refund.
• Items must be unworn, unwashed, and have original tags attached.
• Items must be free of stains, makeup, deodorant, or wear.
• We are not liable for any return packages that may become lost or stolen in-transit. Please keep your proof of postage.
• Returns are processed within 1-5 business days after your item(s) are delivered to us.
• There is a restocking fee of $5 deducted from your refund, unless there is a damaged item, or an exchange, or store credit requested in which it is waived.

Easily return your item(s) through our Returns Portal in the footer of our website, or at returns.itsjuliet.com

Use of the Online Returns Portal is available to all customers.

 START RETURN 

How long do I have to return my item? 

You have 30 days from the date of delivery to return your item. 

Non-returnable Items

Bodysuits, swimwear, lingerie, undergarments, and accessories are considered non-returnable for hygienic reasons; also includes final sale items.

Can I exchange items?

Yes. You are welcome you to exchange your item(s) by using our Online Returns Portal  and selecting 'Exchange' and then selecting the item you wish to exchange it for automatically. 

Return Labels

We provide return labels. All directions and options are available at your convenience once your item is submitted for a return via our Returns Portal.

Additional Information on It's Juliet's Online Return Policy?

• Items must be unworn, unwashed, and have original tags attached.
• Items must be free of stains, makeup, deodorant, or wear.
• We are not liable for any return packages that may become lost or stolen in-transit. Please keep your proof of postage and/or return tracking number when shipping back your returns.
• Returns are processed within 1-7 business days after your item(s) are delivered to us.
• Damaged, defective, or incorrect items will not need to be sent back for a full refund. Please report as soon as possible.  
• There is a restocking fee of $5 deducted from your refund, unless there is a damaged item, or an exchange, or store credit requested.

Reserved Rights Regarding Returns

We reserve the right to solely define and limit, refuse, and/or reject returns from customers at any time due to:

• An irregular or excessive returns history indicative of "wardrobing;"
• An irregular or excessive returns history involving worn, altered, laundered, damaged, or missing items; or
• Potential fraudulent or criminal activity.

Similarly, we reserve the right to refuse service to any customer or entity, due to similar actions as noted above. Non-It's Juliet items sent to our Distribution Center will be discarded upon receipt.

DELIVERY CLAIMS

If you are experiencing a non-delivery or your tracking information states that your package was delivered by the carrier but you have not received it; you must contact us within 10 days to file a claim. We will assist you in working with the carrier to complete the claims process. Please note: Claims can take up to 30 days to complete (depending on the shipping carrier used). It's Juliet does not hold or accept responsibility for packages that have been reported as delivered by the carrier. We do not issue refunds or credits for packages that the carrier confirms as being delivered.