FAQs – Julep

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Free Shipping On Orders $40+

Daylight Saving Sale!

42% OFF Sitewide | Code: 42D

Free Shipping On Orders $40+

Daylight Saving Sale!

42% OFF Sitewide | Code: 42D

Free Shipping On Orders $40+

Daylight Saving Sale!

42% OFF Sitewide | Code: 42D

Free Shipping On Orders $40+

Daylight Saving Sale!

42% OFF Sitewide | Code: 42D

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United States (USD $)

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What is your return policy?

We proudly stand behind our products, and strive to provide an easy, stress-free customer experience. If you are unhappy with any item(s) you have received, we will gladly exchange or refund items and sales tax – minus the shipping charges – made within 30 days of purchase. No Questions Asked!

To process a Return, Exchange, Replacement or Request a Refund please click here to use our AUTOMATED PORTAL

Can I return my purchase?

Your 100% satisfaction is important to us. Julep allows 30 day returns for all products. Please email info@Julep.com with your refund request. Please note that the original shipping costs cannot be refunded.

Do you have a return policy for EU customers?

If you are located in the European Union, you have the right to withdraw from your purchase within 14 days of delivery — no reason required. To exercise this right, please complete our [**EU Withdrawal Form**](/content/pages/eu-withdraw "https://www.julep.com/pages/eu-withdraw"/index.html) or email us directly at withdraw@julep.com. Once your withdrawal is received, we will process your refund, including your original shipping fees within 14 business days.

When will my order ship and where does Julep ship from?

We process and ship out orders Monday through Friday, excluding holidays. Orders with standard shipping will usually be fulfilled and shipped the following business day (Monday through Friday, not including holidays).

Once shipped, you’ll receive an email from Julep.com with tracking information within 24 hours. Please note, it can take up to 48 hours for your tracking information to update.

Our standard shipping method is FedEx SmartPost, which usually arrives within 5-7 business days.

How do I qualify for free shipping?

We offer free shipping for all USA orders over $40! The order must total $40 after any discounts are applied and before taxes are added.

Can I change or cancel my Julep.com order once it’s placed?

Unfortunately, once your order has been placed it cannot be cancelled. Once an order has been placed it cannot be changed or edited. All sales and sale items are final and cannot be changed or canceled.

My order arrived with something – missing / incorrect / damaged.

You may request a replacement or refund please click here to use our automated portal.

If your Julep package arrives missing an item, with incorrect items, or with any damage to the items, email us right away at Julep.com. Please include photos of your packing slip and any damage for our records.

I received a shipment confirmation email, but the tracking # doesn’t work.

Please note that the tracking links many not be updated by the carrier for one business day after receiving our shipping confirmation email. If you are still having difficultly after this period, please email info@julep.com and a member of our Customer Service team will be happy to assist you.

An item(s) within my package from my Julep.com order arrived broken. Do you offer replacements?

We are so sorry to hear this happened and we’d be happy to help you! To expedite your replacement request, please email info@julep.com an image(s) of the damaged item(s). Once we receive the image(s), a member of our Customer Service team will contact you directly.

Do you offer price adjustments?

We do not offer price adjustments on any products.

Can I return an individual item for an exchange in a kit for a different one?

You may not return individual items within any kits, but you are welcome to return your kit in its entirety for a refund or an exchange.

My order went through multiple times/I have received multiple charges for my order.

We apologize for the inconvenience! This usually happens when the ‘Submit Order' button is clicked more than once. After orders are imported to our warehouse we are unable to cancel or edit them, however please email info@julep.com and a member of our Customer Service team will be happy to assist in resolving this matter. Please have your order confirmation # (or #s if you received multiple orders) ready or include in your email.

How do I apply a discount code or redeem an offer?

There is only ONE offer allowed per order (with the exception of Free Shipping over $40 – no code required). During checkout, at the first step (‘Shopping Bag’ page), enter the code in the ‘Offer Code’ field and click ‘Apply’. The offer or discount will automatically appear on the page. If there is no code provided for the offer, please check that you have reached the minimum required price or product threshold and the offer will be automatically applied. Coupon codes cannot be used or applied to orders already placed. Supplies of all free gift offers are limited. No substitutes are allowed for free gift or free sample offers; quantities are limited.

During checkout, I received an error message that says, ‘phone is not valid’. Why?

Please enter only numbers in the Phone Number field. Do not include characters such as dashes, parenthesis and spaces. For example, your phone number should read as follows: 2125555555

During checkout, when I entered my address, I received an error message ‘only alphanumeric characters (only numbers and letters. No characters)’. What does this mean?

In the address field enter numbers and letters only. Do not include characters such as periods, dashes, pound or parenthesis. NOTE: You can abbreviate words such as Street, Avenue, Drive, Boulevard, etc. however do not include a period. For example, your address should read as follows: 123 Abc Blvd APT 1, AnyTown, NY 12345

Is it safe to use my credit card?

When you submit any personal information during the checkout process, that data is processed via a secure connection to our website server. We are Comodo Secure. You can also read our privacy policy [here](/content/pages/privacy-policy "Privacy Policy"/index.html).

My order is missing an item.

We are so sorry! It is possible that when your order was being prepared for shipment, an item was overlooked and/or not available at that time. Your shipping confirmation email should indicate which product(s) may still be pending shipment. If an item(s) was not shipped to you, you will not be charged for that item(s). If you have any further questions or concerns, we're here for you at info@julep.com, Monday–Friday, 9:00 AM–5:00 PM ET, excluding holidays. Please have your order number handy and let us know the items you're missing.

My internet service provider filters unwanted email and spam. Could these filters block email that I wish to receive?

Yes, they may. Spam filters can restrict wanted email as well as unwanted email. Please update your email settings to designate laurageller.com as a legitimate contact, ensuring that all future correspondence regarding your orders will be accepted.

I see my Julep products look different than they used to. How come?

Good things come in NEW packages! We’ve kept everything you love about Julep exactly the same. Only our packaging is prettier. We’ve lightened it, brightened it and made it oh, so beautiful.

Are these newly packaged products more expensive than what I am using to ordering?

No. We haven’t changed the prices—only the packaging. Isn’t it pretty?

Do these new cartons indicate your products have changed?

Our product integrity and quality has not changed. We’re still the same brand you love, only with updated packaging.

Do these new cartons mean that your company is changing?

Our company is not changing. We are still committed to helping you become your most beautiful self—that version of you that feels happy from the inside out!!

Have the product names changed with the new cartons?

Occasionally, we may make a small update to a product name or shade name. It will be very subtle, but if you’re having difficulty finding one of your favorites, please feel free to contact us at info@julep.com or call 800-MAKEUP4 and a member of our Customer Service team will be happy to point you in the right direction.

Where can I check the status of my order?

You can check your order status by clicking on the link in the order confirmation email that we sent, which directs you to the order details page.

When do I receive a refund for a canceled order?

If the cancellation is successful, you can expect to receive your refund within 3-5 business days after the cancellation is confirmed.

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