FAQs

FAQs

Q. How do you get to know me?

After your purchase, we will ask you to fill out a profile that asks a set of questions about your individual jewellery taste and style. You will have an opportunity to include any additional information you'd like us to know about you, and we will use this information to choose jewellery that we think you'd like.

Q. How do you use and store information about me?

Your data is stored on Shopify servers. We will only ever use your information for the purposes of picking out jewellery for you. We will never sell your data or information to third parties.

Q. How do I care for my jewellery?

To care for your jewellery:

  • Do not allow your jewellery to come into contact with any liquids or chemicals, including water, sunscreen perfume and creams. 
  • Remove before swimming, showering, washing hands and physical activity.
  • Do not allow prolonged exposure to the sun.
  • Store in a dry, airtight and dark space.

Q. How do I clean my jewellery?

To clean your jewellery, wipe down with a dry microfibre cloth. Do not use any cleaning solutions, chemicals of water to clean.

Q. What material is jewellery made of?

Our jewellery is typically made of an alloy of different metals including brass, copper, gold, silver, bronze etc. We occasionally use plastics, paper and clay in our coloured jewellery. 
If you'd like to know the material of a specific piece that you have received, email us at julicustomers@gmail.com. 

Q. Is juli suitable for sensitive or allergy-prone skin?

Materials will vary across different pieces, and as a result, juli is not suitable for sensitive skin, skin conditions, or allergy-prone skin.

Q. When will I receive my box?

New subscribers - your first box will be processed and shipped between 1- 5 business days after filling out your profile. Please allow for additional time after your box has shipped for delivery. Lead times will vary depending on your location.

Existing subscribers - Your next box will ship in the next quarter (3 months after your last box was received). For example, If you purchased your first box in January, your next box will arrive in April. If you received your last box in July, your next box will be delivered in October.

We endeavour to ship boxes as close as possible towards the start of the month, but please be patient with us as we sometimes have large volumes of deliveries and may experience delays. For more information, see our shipping and delivery policy.

Q. My jewellery came damaged, what do I do?

We are so sorry to hear that you received damaged jewellery. We will happily refund your entire box, or alternatively offer you an exchange of the damaged item(s) in your box - no need to send it back to us!

Evidence must be provided within 14 days of receiving your box. Send all photos and enquiries to julicustomers@gmail.com. Refunds will be processed in 3-7 business days. 

Q. I don’t like the jewellery I received, can I get a refund or exchange?

We are so sorry to hear that you don't like the items that you have received. Unfortunately due to hygiene reasons, we do not offer refunds or exchanges for jewellery that you do not like or is not to your tastes. If you aren't happy with the items you are receiving, go to your account to change your preferences, and we will try out best to do better next time!

Q. I haven't received my box this quarter?

We are so sorry that you haven't received your box! If your box has been shipped and more than 2 weeks have elapsed since the shipment date and you haven't received it, it may have gotten lost in the mail. We encourage you to contact your local shipping provider to track your order.

If your box is showing as not shipped, please be patient and give us a few more days to process and ship your order. If more than 7 days has elapsed since your payment was processed, email us at julicustomers@gmail.com with your order number so we can investigate. 

Q. My jewellery has tarnished or become damaged, can I get a refund or exchange?

Juli jewellery is fashion jewellery, not to be confused with fine jewellery. Juli is not responsible for any damage or tarnishing after use and daily wear, or improper care such as allowing your jewellery to come into contact with liquids such as sweat or water. 

Q. Do you offer international shipping?

Unfortunately we do not ship internationally (incl. New Zealand) at this time. Shipping is only within Australia but keep your eyes peeled for any future announcements to go global!

Q. How much is shipping?

All boxes ship free, no matter which subscription you purchase. 

 

Q. How do I change my preferences?

You can change the preferences in your profile at any time by logging into your account and clicking Edit account. If you have forgotten your password, click "forgot password" on the sign in page and follow the prompts.

Q. I want to cancel my subscription.

We're sorry to see you go. You can cancel your subscription at any time by going to your account and clicking Manage subscriptions. This will cancel your next box. Any boxes that are in transit or that have already been paid for will still be processed and shipped. 

Q. Can I cancel or refund a gift subscription?

Gift subscriptions do not need to be cancelled as they will expire at the end of the 6 month or 12 month period. Unfortunately we do not offer refunds for gift subscriptions. 

Q. Can I try juli before I subscribe?

We currently do not offer any free trial or try-before-you-by options. If you're not sure about us, for a limited time only, you can get your first box for half price and then you can cancel your subscription anytime after your first box.