Returns
  • HOW TO RETURN OR EXCHANGE

    Returning or exchanging our products is so easy! All you have to do is follow the steps outlined below and make sure you request a Returns Authorization (RA) number and send your item(s) back to us within 14 days of receiving your order:

    Registered customers:

    1. Sign INTO "My Account", go to RETURNS and select the order number containing the item(s) you would like to return or exchange.
    2. Click on the CREATE A RETURN/EXCHANGE button and please tell us why you want to send your item(s) back. If an item is faulty, give us all the details!
    3. If you'd like to exchange an item because the fit isn't right, choose the replacement size.
    4. To request a refund, select how you would like to be credited. Your refund will either be issued to the original credit card used to place the order, or as Juliet & Zoe store credit. Please note, store credit is valid for one year from issue date.
    5. Do agree with our Return Policy! You will then receive an email containing your RA number and UPS waybill.

    Guest customers:

    1. If you happen not to have a Juliet & Zoe account and have decided to make a purchase as a guest, no worries! All you have to do is drop me a line at customercare@julietandzoe.com with all the details of your order to arrange a return.

    It is SUPER important to send your item(s) back to us within 14 days. Returns outside these timeframes may be accepted at the discretion of Juliet & Zoe and may only be refunded as a store credit.

  • FREE COLLECTION

    Once you have received your RA (Returns Authorization) number, simply send back your item(s) using our free collection service.

    EU returns
    1. Complete returning proforma invoice that you received with your order: fill RA number in corresponding box, mark which items you are returning and sign it. Please, don't forget to send the proforma invoice with the item(s) you're returning.
    2. Print UPS waybill received by email and introduce it in the pouch for shipping documentation and attach it to the outside of the box.
    3. Book a free collection visiting www.ups.com and selecting your country to find the telephone number of your nearest UPS.
    4. Leave your package open until the driver has checked what's inside!
    5. We will contact you by email once your return has been received and processed.

    International returns
    1. Complete 5 returning proforma invoice copies that you received with your order: fill RA number in corresponding box, mark which items you are returning and sign it. Please, don't forget to include one of the 5 proforma invoice copies in the box with the item(s) you're returning.
    2. Print UPS waybill received by email and introduce it in the pouch for shipping documentation with the 4 remaining proforma invoice copies and attach it to the outside of the box.
    3. Book a free collection visiting www.ups.com and selecting your country to find the telephone number of your nearest UPS.
    4. Leave your package open until the driver has checked what's inside!
    5. We will contact you by email once your return has been received and processed.

    To ensure that your return is covered by our free returns policy, please return the items from the same country to which they were delivered! This way, it will also get to us faster! Orders sent back from a different destination may have additional charges or be delayed by customs, and we would hate it if it happened!

    For more information, please contact our customer care.

  • EXCHANGES

    There is no charge if you want to exchange items for a different size. However, all exchanges are based on stock availability. Simply request a Returns Authorization (RA) number through your Juliet & Zoe account, and specify the new size you need.

    Shipping is also free on the replacement item, but if you are based outside the EU you will need to pay taxes and duties on this. For exchanges in countries served DDP (Delivery Duty Paid), you will be prompted to tick a box on the 'REVIEW & CONFIRM' page. You will see a breakdown of cost and this authorizes Juliet & Zoe to deduct the total taxes and duties from the original card used to place your order.

    Please note that we are only able to offer size exchanges. If you wish to exchange your item for an alternative style, we suggest that you return it for a store credit code and purchase the new piece separately. Or we can simply refund your credit or debit card so you can purchase a brand new product!

  • REFUND

    Your refund will either be issued to the original credit card used to place the order, or as Juliet & Zoe store credit. Shipping costs are not refunded for items using our free collection service, unless your items are faulty, or your order is cancelled under the ICASRs.

    If your order has been sent to a destination within the EU, all sales taxes will be refunded. Outside the EU, customs duties and sales taxes are non-refundable through Juliet & Zoe. However, you may be able to recover these by contacting your local customs bureau directly. As this may not be available for all countries, we recommend that you hire a customs broker if you wish to claim back duties on returned merchandise.

    Please note that refunds can take up to 10 working days to show on your account due to varying processing times between payment providers.

    Store credit: if you choose a store credit refund, you will receive an email with a store credit code. You will be able to redeem it at the checkout process. Balance of store credit can be checked on My Account on check store credit code balance box. The Store Credit expires after 12 months.

  • GIFT RETURN

    If you have received an item as a gift and you want to return it, you can ONLY be refunded in store credit to be used on Juliet & Zoe website. The store credit code will be valid for 12 months. Please be aware that you may need to pay any cost difference, additional shipping, taxes and import duties.

    To arrange a return, please email customercare@julietandzoe.com

  • POLICY RETURN

    Items should be returned new, in their original Juliet & Zoe packaging, including all boxes, bags, heel tips, tags and everything else included in your order.

    Returns that are damaged, worn or altered will not be accepted and may be sent back to the customer.

    All items have to be returned with a Return Authorization (RA) number to allow easy identification and prompt processing. Unidentified returns may be returned to the sender.

    We may refuse to accept orders at our discretion if goods are returned repeatedly.

    Shoes

    All shoes should be tried on a carpeted surface until you are certain you are keeping them. Shoes should be returned unmarked and in their original, undamaged shoebox as this is considered part of the product. Shoes that are returned without a box, in a damaged box or with marked soles may not be accepted, and may be sent back to the customer.

    Bags & wallets

    Our light-coloured bags and wallets can easily be altered by dark fabrics since dye can be transferred onto them. Please handle our delicate products with care. Bags and wallets should be returned in their original, undamaged Juliet & Zoe box as this is considered part of the product. Bags or wallets that are returned without Juliet & Zoe box or in a damaged Juliet & Zoe box may not be accepted, and may be sent back to the customer.

    Clothing

    Please try our garments on carefully, as all products must be returned unaltered, including Juliet & Zoe box. Garments should be returned in their original, undamaged Juliet & Zoe box as this is considered part of the product. Garments that are returned without Juliet & Zoe box or in a damaged Juliet & Zoe box may not be accepted, and may be sent back to the customer.

    Faulty goods

    Goods are faulty if you receive them damaged or where a manufacturing fault occurs within six months of purchase. Items that are damaged as a result of normal wear and tear are not considered to be faulty.

    If you want to exchange a faulty item instead of obtaining a refund, please be aware that we can only replace it for the same product in the same size, subject to availability. If it's possible, we will offer to repair faulty items. If they cannot be repaired or the same product is not available, you will receive a full refund.

    Colors

    We have made every effort to display the colors of our products that appear on JulietandZoe.com as accurately as possible. However, as computer monitors vary, we cannot guarantee that your monitor's display of any color will be entirely precise.

    Important notes

    All items are quality controlled and checked for any faults before they are dispatched to customers. Should you receive an item that is not in perfect condition please contact us immediately.

    Please send all items you wish to return from an order in the same shipment to ensure your return is processed as quickly as possible.

    Items should be returned in their original packaging to ensure they are adequately protected in transit. All signature Juliet & Zoe pink boxes should also be protected as they are considered part of the product, and your return may not be accepted if the box is damaged. You cannot use Juliet & Zoe pink boxes as external packaging.

    Free collection does not apply to items returned from a different country to the original shipping destination or to orders cancelled under the ICACRs.

    We prefer that items are returned to us via UPS to ensure that they are protected and insured during transit. However, you may return the goods by any secure means. Our address for all returns is:

    Juliet & Zoe, C/ de Dalt, 5-A, 08505 Santa Eulàlia de Riuprimer (Barcelona) Spain

    We request that you contact us at customercare@julietandzoe.com in relation to such returns. Please note that we may not accept liability for goods that are not returned via UPS.

  • CANCELLING YOUR ORDER

    If you are based in the EU under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (ICACRs), you have the right to cancel your order with us provided you give us written notice.

    You have the right to cancel your order within 14 days from the day on which you (or a third party other than a carrier and indicated by you) acquire physical possession of the goods without having to state reasons.

    You must inform us by letter using the following address:

    Notice of Contract Cancellation, Customer Care Department, Juliet & Zoe, C/ de Dalt, 5-A, 08505 Santa Eulàlia de Riuprimer (Barcelona) Spain.

    Or by email at: customercare@julietandzoe.com.

    You may also use the cancellation form, but it is not obligatory. After receiving your notice of contract cancellation, customer care will email you a Returns Authorization (RA) number. Please use this number on the returns proforma invoice that you received with your order, and include it with your return so we can process your refund promptly.

    We recommend that you insure the return shipment as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them at our warehouse. We also recommend that you use a secure, traceable means to return your order to us at

    Juliet & Zoe, C/ de Dalt, 5-A, 08505 Santa Eulàlia de Riuprimer (Barcelona) Spain, and that you retain proof of sending, in case of a dispute.

    Please note that you must cover the cost of the return shipment.

    All items must be returned unused, in their original condition and from the country that the order was delivered to.

    We will refund the full value of your order, including shipping costs, within 14 days of receiving your notice of contract cancellation. If we do not receive the cancelled order, we will arrange to have it collected from you at your cost.

    Please note you may only use your right to cancel the order under the ICACRs if you give us formal written notice of cancellation any time after your order has been placed, up until 14 calendar days from the day after you receive your order, by email or post as described above.

USE OF COOKIES

This site uses cookies for you to have the best user experience. If you continue to browse you are giving your consent to the acceptance of the aforementioned cookies and acceptance of our cookie policy.

Active Pop Up