FAQ
FAQ
Answers to the most frequently asked questions about orders, shipping, returns and discounts. Can't find what you're looking for? Contact our Customer Care.
Orders & shipping
Where can I find my order tracking?
You can find your order tracking by logging into the "MyAREA" section of the Julian Fashion website and checking "My orders", where you can view the shipping status. Alternatively, you can use the "Check the status of your orders" page available in the Customer Care area of the site.
If you placed your order as a registered user:
- Log in to your account (MyAREA).
- Go to My orders.
- Select the order you're looking for.
- View the tracking number and the updated shipping status.
If you can't find your tracking or have questions about your order, you can contact Customer Care through the "Contact" section or "Click here" for order assistance.
When will I receive my order?
Julian Fashion's estimated delivery times, starting from when the parcel is handed over to the courier, are:
- Italy: 1-2 business days.
- European Union: 2-3 business days.
- Rest of the world: 4-5 business days.
Please note these times refer exclusively to courier transit and do not include order preparation and processing times.
When will my order be shipped?
Orders are generally processed within 24/48 business hours, Monday to Friday. You will then receive a shipping confirmation email with tracking details.
Can I change the delivery address of my order?
Yes, it may be possible to change the delivery address (same country), but only if the order has not already been processed or shipped.
Julian Fashion recommends contacting Customer Care for any issue or request related to an order already placed. If you need to change the shipping address, we recommend contacting support as soon as possible through the Contact section of the site or via email.
What to do:
- Contact Customer Care immediately.
- Provide your order number.
- Share the new complete address.
- Wait for confirmation from support that the change has been made.
If the order has already been handed over to the courier, the change may no longer be possible and alternative solutions handled directly by the courier may be required.
Can I cancel my order or an item in my order?
Yes, you can request the cancellation of an order or an item only if the order has not yet been processed or shipped. Since orders are generally processed within 24/48 business hours, Monday to Friday, we recommend contacting Customer Care as soon as possible to check whether the change is still possible.
If the order has already been shipped, it will no longer be possible to cancel it. In that case, you can request a return following the procedure provided by Julian Fashion.
For assistance, you can contact Customer Care through the Contact section of the Julian Fashion website or via email.
What is the status of my order?
To check it on Julian Fashion:
- Log in to MyAREA on the site.
- Open the My orders section.
- Select the relevant order to view its status and any shipping tracking.
Alternatively, you can use the "Check the status of your orders" feature or contact Customer Care with your order number.
Customs & duties
How are customs duties and taxes calculated?
Customs duties and taxes are applied based on the order's destination country. Julian Fashion handles these costs differently depending on the destination:
- United Arab Emirates, Australia: duties are included in the product price.
- United Kingdom: displayed prices already include duties and taxes.
- United States: duties are included in the product price, while Sales Tax is calculated at checkout based on the destination state.
- All other destinations: duties and taxes are not charged at checkout and will be requested by the courier or customs authorities upon delivery.
The exact amount varies depending on local customs regulations, order value and the type of products purchased.
Products
Can I get more information about a product?
To receive more information about a Julian Fashion product, you can contact Customer Care through the "Contact us" section on the site. The team can provide additional details on features, fit, materials, availability and other useful information about the item you're interested in.
For a more precise request, please indicate:
- Product name
- Brand
- Size or colour of interest
- Item code, if available
This will make it easier to receive detailed assistance.
Returns & refunds
How can I make a return?
You can start a return in section in the Customer Care area of the Julian Fashion website.
In general:
- Log in to your account and go to My orders.
- Select the order you wish to return.
- Follow the guided process to request the return.
- Check the Return Conditions for requirements, timing and return methods.
If you have any questions during the process, you can contact Customer Care through the Contact section of the site or via email at: clientservices@julian-fashion.com
What are the return timeframes and costs?
You can request a return within 14 days of the order's delivery date. Items must be returned in their original condition, with packaging, tags and accessories intact.
Return costs are the customer's responsibility and are indicatively as follows:
- Italy: €10
- European Union: €20
- United Kingdom: £30
- United States: $30
- United Arab Emirates: $70
- Australia: A$90
- Rest of the world: €45 + any customs duties
The refund covers exclusively the value of the returned products; any taxes, duties or fees may not be refundable depending on the destination country.
Discounts & promotions
Why isn't my discount code working?
A discount code might not work for several reasons:
- The code has expired or is no longer valid.
- The code applies only to a selection of products, brands or categories, and the items in your cart don't fall under the promotion.
- The code cannot be combined with other promotions, discounts or already discounted items.
We recommend checking the promotion's terms and conditions and making sure the code was entered correctly. If the issue persists, you can contact Julian Fashion's Customer Care through the Contact section or "Write to us" on the site for a specific check.
How do the automatic discounts shown on the site work?
The discounts and offers you see through popups or banners on the site are managed by the klaviyo and, when indicated, are applied automatically to your cart or at checkout, with no code needed.
Some promotions may instead require entering a dedicated discount code, shown within the popup itself, or may be subject to specific conditions (minimum spend, excluded products, time validity).
If an offer shown doesn't seem to apply to your order, check the conditions listed in the popup or contact Customer Care through the Contact section of the site.
Need more help?
If you couldn't find the answer you were looking for, our Customer Care team is here to help. → clientservices@julian-fashion.com