Return & Refund Policy
At Julia Raven, we want your shopping experience to feel straightforward and fair. This policy sets out when items can be returned and how refunds work. By ordering through our website, you confirm that you've read and agree to what's outlined below.
Nothing in this policy reduces the rights you have under the Australian Consumer Law or the New Zealand Consumer Guarantees Act. Where those laws give you stronger rights than this policy, those rights always apply.
1. Return Window
You can request a return on eligible items within 30 days of your order being delivered, as long as the conditions in this policy are met.
2. Requirements for Returning Items
For a return to be accepted, the item needs to be:
- Unused, unworn, and undamaged
- Sent back in its original condition
- Complete with all original tags, labels, and packaging
- Requested within the return window
- Approved by our support team before you ship it back
Briefly trying something on for size — as you would in a fitting room — is fine. Wearing or using an item beyond that is not.
This section doesn't apply where an item is faulty, not as described, or otherwise covered by your consumer law rights.
3. Non-Returnable Items
Some items can't be returned, including:
- Products with a broken hygiene seal
- Custom-made or personalised pieces
- Items damaged through misuse or improper handling
For hygiene reasons, underwear, shapewear, and bras can't be returned once the hygiene seal is removed.
Again, this doesn't override your rights if an item arrives faulty or not as described.
4. Return Shipping and Restocking Fee
Approved returns are sent to our central warehouse in Asia.
For change-of-mind returns, you're responsible for:
- The cost of return shipping
- Choosing a service that can handle customs clearance
- Any customs duties, taxes, or extra charges
- Making sure the customs paperwork is accurate
Julia Raven can't be held responsible for return parcels delayed, refused, or lost because of customs problems or incorrect shipping on change-of-mind returns.
Restocking Fee
A 15% restocking fee may apply to change-of-mind returns, covering inspection, handling, and restocking.
The same fee may also apply to:
- Unopened packages
- Orders refused at delivery
- Parcels left unclaimed and automatically sent back
Important: No restocking fee or return shipping cost applies where an item is faulty, damaged on arrival, incorrect, or not as described. In those cases your consumer law rights apply and we cover the cost of putting it right.
5. Return Address
Returns must go only to the address our support team gives you after approving the return.
Anything sent to a different address can't be processed.
6. How to Request a Return
To start a return, email our support team.
Email: info@juliaraven.com
Please include:
- The item(s) you'd like to return
- The reason for the return
- Photos of the product (needed if it's damaged or incorrect)
- Your full name and shipping address
- Your order number
We'll get back to you with next steps within 12–24 business hours (Monday–Friday).
7. Order Cancellations
Orders can be cancelled within 30 minutes of purchase.
Once an order moves into processing, it can no longer be cancelled. After delivery, you're welcome to request a return under this policy.
8. Refund Process
Once we've received and checked your returned item:
- We'll let you know the outcome of the inspection
- If approved, your refund goes back to your original payment method
Refunds are processed within up to 10 business days, depending on your bank or payment provider.
Please note, for change-of-mind returns:
- The 15% restocking fee is deducted where it applies
- Original shipping costs aren't refundable
- Any insured shipping chosen at checkout isn't refundable
Where a refund relates to a faulty or incorrect item, you'll receive a full refund including relevant shipping, in line with your consumer rights.
9. Discounts and Partial Returns
If your order used a promotional discount (such as a bundle deal or buy-more-save-more offer) and you return part of it, your refund may be recalculated.
Discounts are reworked based on the items you keep, not the original order.
For example, if returning items means the order no longer qualifies for the original promotion, that discount is removed and the refund adjusted to match.
Refunds are always based on the final order value after these adjustments. For change-of-mind returns, return shipping stays your responsibility and the 15% restocking fee may still apply.
10. Store Credit
In some cases, at our discretion, we may offer store credit as a discount code instead of a refund.
Store credit issued this way:
- Is non-refundable
- Is issued once per order
- Can be used toward a future order on our website
- Can't be swapped for cash or moved to another order
11. Failed Delivery or Incorrect Address
If a parcel comes back to us because of an incorrect or incomplete address given at checkout, we may:
- Arrange a reshipment once the parcel returns and the correct address is confirmed, or
- Offer store credit as a goodwill gesture, depending on the situation
If returned items aren't in their original condition, a reduction in value may apply — except where your consumer law rights say otherwise.
12. Policy Changes
Julia Raven may update or change this policy at any time.
Any updates take effect as soon as they're published on the website.
13. Contact Information
Questions about this Return & Refund Policy? Get in touch with our support team:
We're glad to help.
14. Company Information
Shop Name: Julia Raven
Company Name: Sa Collective LLC
Company Registration Number: 42-3368597
Tel: [nog niet aangeleverd]
Business address: 25 Prospect St, Watertown, Massachusetts 02472, United States.
Email: info@juliaraven.com
Customer Service Hours:
Monday – Friday: 9:00 AM – 6:00 PM (AEST)
Saturday – Sunday: Closed