Return & Refund Policy

Our return policy lasts 30 days. If 30 days have gone by since your order was delivered, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

I have received an incorrect item or items are missing

Please be sure to open the parcel and carefully check the contents before signing for the package.

For any issues, please carefully follow our returns process to minimize any delays:

1. Contact our customer support through support@julibibis.com with your order number.

2. Send us a clear picture of the outer packaging, all shipping labels visible, and (if applicable) the item received.

3. You must make sure you contact us within the warranty period of 30 days.

Possible Solutions:

- When confirmed, Julibibis will dispatch a new item immediately.

PLEASE NOTE: This policy does not cover misuse, accidental damage, or any abuse of the purchased product.

My product is damaged / faulty on delivery

In the unlikely event that your package is damaged, please carefully follow our returns process to minimize any delays:

1. Contact our customer support through support@julibibis.com with your order number.

2. Send us a clear picture of the outer packaging, including any damages.

3. You must make sure you contact us within the warranty period of 30 days.

    Possible Solutions:

    - If damage is present, Julibibis will dispatch a new item immediately.

    PLEASE NOTE: This policy does not cover misuse, accidental damage, or any abuse of the purchased product.

    I've ordered the wrong size or my item doesn't fit

    We understand that you may have ordered an incorrect size, here's what you can do:

    1. Contact our customer support through support@julibibis.com with your order number and let us know what's happened.

    2. We will tell you where to return the item to (depending on your location).

    3. Send the item back to the address provided. You will be required to pay postage.

    4. Once we have received the item, a refund or replacement will be processed within two business days.

    5. Note that this must be done within 30 days of receiving your product

    If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.

    Return Conditions

    1. To be eligible for a return, your item must be in the same condition that you received it. It must also be in the original packaging (this does not apply to incorrect items received or items damaged on delivery). We do not cover return postage.

    2. Items from premade holiday combos are non-refundable / can only be exchanged for store credit.

    3. If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.

    I would like to cancel my order

    If for whatever reason you wish to cancel an order, please contact us immediately either by using our contact form or email at support@julibibis.com. Unfortunately, if the order has already been processed (usually within 12 hours), we would be unable to carry out the cancellation request.

    I still haven't received my refund

    If your refund was approved, you will be notified as soon as your refund was processed. Refunds take 5-10 business days to appear back to the payment method used to place your order.

    Important Note

    • Julibibis will not be held liable for packages being returned to sender due to incorrect address information. Customers are advised to carefully enter their shipping address, otherwise their package may not get delivered. If you believe you've entered an incorrect address, please reach out to us immediately at support@julibibis.com to have it corrected.
    • Do not send the package back to the manufacturer / the address it was shipped from. All returns need to be sent back to the address provided by our Customer Center team. Julibibis will not be held liable for packages being returned to sender.

    Return / Warranty exemptions

    1. Natural product degradation through wear and tear, along with intentional damage/abuse during use, is solely the customer’s responsibility and is not covered by our warranties.

    2. If the customer has damaged/misused the item(s), the product’s warranty is immediately rendered void. No compensation is available in such cases. However, customers are welcome to contact us to purchase a replacement or spare parts (if applicable). We will charge the original value of the components and a shipping fee to dispatch them.

    3. Buyer no longer wants the items - this is the most common example which we cannot honor if we want to continue offering great value at Julibibis. The buyer should make sure he or she wants to buy the items before submitting an order, not after. After an order is submitted, the buyer enters into a legally binding contract with the seller to purchase all items in that order.

    4. Products bought as a post purchase offer or as a part of a bundle are non-refundable. They can only be exchanged for a different size (if applicable), or returned for store credit.

    Please do NOT send packages back to the manufacturer / the address it came from. Please reach out to us at support@julibibis.com and we'll provide you with a return address. Julibibis will not be responsible for packages that are refused or returned to sender.