FAQs

I just placed my order. Can I add another item?

Unfortunately we cannot add items to an existing order. Please place a new order for the item and contact us.  If your first order has not yet been shipped we will attempt to ship your new item together.  Please note that a separate shipping charge will apply for this new order.

 

Something I LOVE has just been added, but I already made my purchase. Can I add items to existing orders?

As much as we would like to say definitely, our logistics center is very efficient and may have already shipped out your purchase. Please email us as soon as possible so we can intercept your initial order and add additional items. If your purchase has already been shipped, we cannot make changes to it.

 

I get an error message when I enter my shipping and billing addresses. What’s going on?

If you are receiving an error message, there may be a problem with your credit card information, billing or shipping address. The billing address should match exactly what your bank has on file. Please review all information closely and look for any typos.  Should you continue to experience problems, please feel free to contact us at support@jadeandjuliet.com.

 

I need to change something on my order. How can I do that?

If you need to change or cancel your order, please contact us immediately. We process orders within 24 hours, and once our warehouse has processed your order, we will be unable to make any changes.

 

What if I put the wrong Shipping information?

Please ensure the accuracy of your information at time of checkout. After the 24 hour period, no changes or refunds will be issued due to inaccurate information. If your item is returned to us, a minimum reshipment fee of $15 is applicable. If your item is not returned to us, you will have to purchase your order again. So please check your information!  

 

I’m in love with something that’s out of stock in my size! What can I do? 

New items can sell out quickly, but we may get more soon!  Please contact us at support@jadeandjuliet.com and provide us with the item along with your contact details and we will be more than happy to notify you as soon as this item becomes available.

 

Can I return or exchange items that were purchased on sale?

Unfortunately all sale items cannot be returned or exchanged.  All sales items are final sale.   For our full return & exchange policy, click here.

 

When will my order ship?

Orders are processed within 24 hours. You can expect shipment between 7-14 business days. Shipping times may vary due to availability of merchandise and the courier service used.  Items shipped to the US and Canada are delivered by USPS and Canada post so delivery time will vary and is dependent on these carriers.  Please note that orders are not shipped on the weekends or holidays.

 

Will I have to pay international taxes & duties?

Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. The general amount for duties and taxes varies depending on the merchandise and country in which you reside.  You should contact your customs office for specific amounts and percentages.

 

Jade and Juliet cannot control and is not responsible for any duties/taxes applied to your package. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information. Note, in rare occasions custom agents may delay delivery of some packages.

 

By law, we must declare all items at their full price and cannot alter this amount to decrease international custom fees.

 

If you refuse a shipment from Jade and Juliet, you are responsible for the original shipping charges, any import fees, duties and/or taxes that are incurred on the package, and the cost of returning the package to Jade and Juliet. This amount will be deducted from your merchandise refund. In the instance that the return fee exceeds the amount of the merchandise plus shipping costs, the package will be abandoned and you will not be refunded.

 

I love your stuff and want to be a reseller!

We truly appreciate your admiration and would love to speak to you about reselling jade and Juliet merchandise in your area.  Please feel free to contact us at support@jadeandjuliet.com with your contact information and one of our staff will respond within 1 business day.