Frequently Asked Questions
Ordering
How do I order online?
Ordering is simple. Just like the supermarket: find an item and place it in your basket (except online we call it a bag).
Only here, we give you a running total of the items that you've purchased and the
amount you've spent - including shipping charges. When you've finished shopping,
follow the steps to check out. You will need to give us your credit card number, with
the 3-digit or 4-digit security code on the back, and some personal information, or use your Amazon or PayPal account. Of course we guarantee the security of all your personal information.
How do I check out?
Checking out is a snap! Place an item in your shopping bag and the site guides you through check out. At any time, you can go back and change your order - add another item, take out an item, change a size or color - or simply browse without losing the information you've already entered. When you're finished, you will receive an email confirming your purchase. We'll also notify you by email when the product has been shipped.
Can I check on a backordered item?
If an item is backordered on our website, the scheduled delivery date, if available, will display when the item is added to your shopping cart. If the delivery date is not to your liking, you may remove the item from the cart. We usually will not list a backordered item until it is within 30 days of arrival at our warehouse. If the delivery date is not available for a particular item, it is because our customers have asked us to backorder it even though it has a later than 30 day delivery date to ensure they are on the waitlist for that item before it runs out again. If you have additional questions regarding backordered items, you can email us at concierge@juliannarae.com or call us at 1.800.662.5723.
Payment Options
What are my payment options?
There are so many! We accept credit and debit card payments using VISA, Mastercard, American Express and Discover. We also accept payment through PayPal and Amazon Payments. If you do not want to pay all at once, you can pay in installments through Sezzle (you can sign up right at checkout). And of course you may pay with a juliannarae.com gift card.
Registration
Do I need to register or sign in before I place an order?
While there are many advantages to registering with Julianna Rae,
you do not have to register to place an order. Simply check out as a guest - we're happy to have your business even once (but we do hope you come back!). If you DO register, you will be able to use the many site features designed to make your future
shopping even more convenient, and to learn of member-only sales, new product introductions and
other news we think you'd like to hear.
Why don't I receive Julianna Rae emails?
If you haven't previously received emails from Julianna Rae, you may need to check your spam filter or your
bulk mail folder. You can then specify with your email provider to enable delivery of emails from Julianna Rae to
your inbox or another desired email folder (so you don't miss a single private sale or new product announcement!).
Our Fabrics
Isn't silk hard to care for?
Silk needs a little extra care like any fine item but not so much that we would characterize it as difficult. And it definitely is worth it! All our silk is handwashable. On the detail pages, we give care instructions for each of our garments.
We also have information on silk in our Fabric and Fit Glossary.
Shipping and Handling
How do I check or track my order?
Yes. You will receive a ship confirmation email with a link to the tracking number right in the email. If you cannot locate your ship confirmation email, check your spam mailbox or call our Concierge at 1.800.662.5723 or email us at concierge@juliannarae.com.
What are your shipping costs?
Please see Shipping
When can I expect my shipments to arrive?
Shipping will vary by the option you choose (See Shipping), but we will process all orders within one business day of receiving them. 2nd Day and Overnight orders placed by 2PM East Coast time Monday - Friday will ship out the same day. Otherwise, they will ship out the next business day. If you've ordered on the web, you will receive an email confirmation of your order.
Will I be charged tax on Shipping & Handling fees?
No. Taxes only apply to merchandise.
Can I ship to an address different than mine?
Yes, when you check out, you will be offered the option of providing a shipping address different from your billing address. Unfortunately, we cannot ship to more than one address in the same order. We invite you to order more than once!
What are your delivery options?
For US addresses, we offer four separate delivery options: Standard (5 - 6 delivery days); Priority (3 - 4 delivery days); 2nd Day Delivery; and Overnight. For international addresses, we offer Global Priority (9 - 20 delivery days) and Global Express (2 - 5 business days).
How do I upgrade the shipping?
Right in your shopping cart, there is an area called Select Ship Method right above where it shows you the total of your shopping bag. If you miss that, the Select Ship Method chart stays with you throughout your entire checkout process so you can change your shipping at any step until you complete your purchase. If you have completed your order, you can still call us at 1.800.662.5723 to upgrade your shipping as long as we haven't already shipped your order (see next FAQ question)!
When does my order ship?
All orders will ship no later than one business day from the day the order was placed.
2nd day and Overnight orders received by 2PM East Coast time Monday - Friday will be shipped the same day.
How will I know when my order ships?
If you have made your purchase online, you will receive two emails from us. The first email will confirm your order. The second email will confirm shipment. The shipment confirmation email will arrive within 24 hours of the actual shipping date.
Returns and Exchanges
How do I return an item?
It's simple. If an item is returned in its original condition within 60 days from the purchase date, we'll send you a refund to the payment method used on the order. Here is our easy, green, return link: Hello Easy Returns.
How do I return a gift?
Simply follow the same steps as above for returning an item. The gift giver will receive full credit against the account that the item was purchased on. You will need the order number to complete the return so if you do not have that, you can call us at 1.800.662.5723 or email us at concierge@juliannarae.com. While we are pretty darn smart, we might not know the name of your gift giver so please provide that for us.
How do I exchange an item?
It's still simple. Follow the directions for returning an item but make sure you write the item(s) you would like in exchange on a piece of paper and include that in our return or call us at 1.800.662.5723 or email us at concierge@juliannarae.com to let us know what you would like in exchange. Please include the best way to reach you in case there is a price difference and we need to contact you for payment.
How long do I have to return an item?
You have 60 days from the original date of purchase to return any Julianna Rae garment that is still in original condition.
How long does it take to get credit?
It depends on how your payment method handles credits but generally within 7 days of receiving an email from us that your refund has been processed.
Can I return items COD?
Sorry, we cannot accept COD deliveries.
How can I cancel an order?
You can cancel an order any time up until the time the order is shipped. Simply call us at 1.800.662.5723 and our customer concierge will help you out.