Return Policy
Return Policy
Last updated: July 2026
Order Confirmation & Policy Acknowledgment
By placing an order with Julia Mercer, you acknowledge that you have read, understood, and agreed to this Return & Refund Policy.
By completing your purchase, you confirm that:
- You have reviewed and accepted our return conditions and timelines.
- You agree to follow the return process outlined below.
- In the event of a chargeback or payment dispute, this policy, together with order records, tracking information and communication history, may be used as supporting evidence.
Returns
If you are not completely satisfied with your purchase, eligible items may be returned within 30 days of delivery, provided the following conditions are met.
Return Eligibility
To qualify for a return:
- The item must be unworn, unused and unwashed.
- All original tags must still be attached.
- The item must be returned in its original packaging.
- The item must be in resalable condition.
- The customer is responsible for return shipping costs.
Once your return has been received and inspected, it will be processed within 7 business days.
Julia Mercer reserves the right to refuse returns that show signs of wear, misuse, damage or alteration.
How to Start a Return
To request a return, please email:
Include:
- Your order number
- Full name
- Shipping address
- Reason for the return
- Photos of the item (if damaged or defective)
Please wait for our return instructions before shipping your package.
Returns sent without prior approval may not be accepted.
We strongly recommend using a tracked shipping service and keeping your proof of shipment until your return has been completed.
Damaged or Defective Items
If your order arrives damaged or defective, please contact us within 48 hours of delivery.
Email:
Please include:
- Order number
- Description of the issue
- Clear photos or a short video showing the defect
After reviewing your request, we may:
- Send a replacement item
- Issue a refund
- Offer another appropriate solution
Depending on the situation, we may not require the defective item to be returned.
Replacement orders are generally processed within 7–14 business days.
Lost Packages
If your package appears to be lost during transit:
Please contact our Customer Support team with:
- Order number
- Tracking number
We will investigate the shipment with the carrier.
If the package is officially confirmed as lost, we will arrange either:
- A replacement shipment
- A full refund
If a package is refused upon delivery, remains unclaimed, or is returned because an incorrect shipping address was provided by the customer, a CAD $35 administrative and shipping fee will be deducted from the refund.
Order Cancellations
Orders may be cancelled before they have entered processing.
Because our fulfillment process is largely automated, we cannot guarantee cancellation once an order has begun processing or has been shipped.
If your order has already shipped, you may return it after delivery in accordance with this Return Policy.
To request a cancellation, contact:
as soon as possible after placing your order.
Refunds
Once your returned item has been inspected and approved:
- Refunds will be issued to your original payment method.
- Please allow 5–10 business days for your bank or card issuer to process the refund.
- Original shipping charges are non-refundable unless the return is due to our error.
Chargebacks & Payment Disputes
If you experience any issue with your order, we kindly ask that you contact us first.
Our support team is committed to resolving all issues quickly and fairly.
If a chargeback or payment dispute is initiated, we may provide the payment provider with supporting documentation, including:
- Order confirmation
- Shipping confirmation
- Tracking information
- Customer communication
- Photos provided during the support process
Submitting a chargeback without first contacting our support team may delay the resolution process.
Important Information
- Returns must be sent to our designated returns facility as instructed by our support team.
- Customers are responsible for return shipping costs unless otherwise agreed.
- We are not responsible for delays caused by customs, postal services or courier companies.
- For hygiene reasons, certain products may not be eligible for return once used.
- Returns that do not meet our return requirements may be refused.
Contact Us
If you have any questions regarding this Return Policy, please contact our Customer Support team.
Julia Mercer