Frequently Asked Questions (FAQ)
Last updated: Today
Below you'll find answers to some of the questions we receive most often. If you can't find the information you're looking for, our customer care team is always happy to help.
How long does shipping take?
Orders are typically processed within 1 to 3 business days.
Once your order has been dispatched, delivery usually takes 7 to 15 business days.
Please note that delivery times are estimates and may occasionally vary due to courier delays, customs processing, public holidays or periods of high demand.
Do you offer free shipping?
Yes. We offer free shipping Australia-wide on every order, with no minimum spend required.
Where are orders shipped from?
To provide efficient delivery, some orders are fulfilled by our trusted fulfilment partners.
Depending on the product, your order may be shipped from one of our fulfilment centres or trusted international partners.
How can I track my order?
Once your order has been dispatched, you'll receive a confirmation email with your tracking information so you can follow your parcel throughout its journey.
What is your return policy?
We offer a 30-day return period.
If you would like to return an item, please contact us within 30 days of receiving your order.
Simply email:
How do I start a return?
To request a return, please email:
Please include:
- Your full name
- Your order number
- The email address used to place your order
- The reason for your return
- Photos if your item is damaged, faulty or incorrect
Our customer care team will guide you through the return process.
Who pays for return shipping?
If you're returning an item because you've changed your mind, selected the wrong size or no longer want the product, return shipping costs are your responsibility.
If your return is approved, we'll provide the correct return instructions before you send your item back.
Your rights under the Australian Consumer Law are not affected by this policy.
When will I receive my refund?
Once your returned item has been received and inspected, we'll notify you by email.
If your refund is approved, it will be issued to your original payment method.
Please allow a few business days for your bank or payment provider to process the refund.
What should I do if my item arrives damaged or incorrect?
If your order arrives damaged, faulty or you receive the wrong item, please contact us as soon as possible at:
Please include your order number, a description of the issue and clear photos of the item and its packaging.
We'll review the situation and work with you to resolve it as quickly as possible.
Can I cancel my order?
If you need to cancel your order, please contact us as soon as possible at:
If your order has not yet been processed, we'll do our best to cancel it. Once an order has been prepared or dispatched, cancellation may no longer be possible.
How can I contact Julia Mercer?
If you have any questions before or after placing an order, we're here to help.
Email: info@juliamercer.com