FAQ

Which methods of payment do you accept?

All payments and refunds are processed via PayPal. 


How do I contact you?

All correspondence should be directed to the email address: info@julietjames.co.uk. Please add us to your contacts and make sure to check your spam folder if you don’t receive a reply within 48 hours.


What happens if I order something but change my mind?

If you change your mind about an order before you have received it, please email us and we’ll arrange a full refund.


How long will I have to wait for my order to arrive?

Orders are fulfilled weekly. We aim to dispatch within c.3-5 working days from receiving orders but this may vary at busy times. Many of our artworks require hand-finishing and are made to order. On ordering, we will notify you of the expected dispatch date and also of any expected delay. If you require your item(s) for a specific date, please email us and we’ll try to oblige. Arrival times will vary from country to country.


Where are you based?

All items are dispatched from the United Kingdom. Shipment tracking will be provided to UK postal addresses. We cannot be responsible for delays caused by the postal service.


How much is postage?

We ship worldwide. Prices vary from country to country and depending on the item. Large and fragile items will incur additional charges. We offer discounts on shipping for multiple items ordered together.


Certain countries outside the EU may incur additional shipping charges, which are the responsibility of the buyer. This may include VAT or other import taxes that are applied by the postal service in your home country. While we regret any delays that may be caused by Postal and Customs processing in other countries, we cannot be responsible for them. Please be aware of your local rules before ordering.


What if there’s something wrong with my order, or I don’t like it?

We want you to be happy with your order. If anything isn’t as expected once you’ve opened it, please let us know and we’ll try to resolve the issue.


Once you have received your order, you have up to fourteen days to cancel after receiving it. Please ensure that the item(s) are returned within 14 days of notifying us that you wish to cancel. We will issue you with instructions regarding return address details. 


Please note that you are responsible for arranging return delivery and paying the return postage. We recommend that you use a recorded delivery service or obtain a Certificate of Posting, as the parcel remains your responsibility until it reaches the return address. 


How do I get a refund?

Returned item(s) must be in perfect condition, with all of its original packaging intact, otherwise a refund will not be offered.


Once the returned item(s) has been received, providing the condition is satisfactory, the refund will be made via PayPal to the account that made the original purchase. Refunds will be paid within fourteen days of receiving the item(s) back or you providing evidence of having returned the item(s), whichever is sooner.