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. 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, but we guarantee the security of all your personal information.

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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.

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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.

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Payment Options

What are my payment options?
There are so many options that we hope one of them works for you! We accept credit and debit card payments using VISA, Mastercard, American Express and Discover. We also accept payment through PayPal and Amazon Payments. And of course you may pay with a juliannarae.com giftcard. If you would like to send a check or money order, please mail it along with your order information to:

Julianna Rae
113 Terrace Hall Ave
Burlington, MA 01803

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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.

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Email

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!).

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Our Fabrics

Isn't silk hard to care for?
Silk needs a little extra care...but it sure 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.

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Shipping and Handling

How do I check or track my order?
That depends on the shipping option you've chosen and how your order is shipped. You will not be able to track your order directly with either Standard or Priority shipping but you can have our Concierge track it by calling 1.800.662.5723 or by sending an email to concierge@juliannarae.com. If you've chosen 2nd Day or Overnight shipping, you will receive a tracking number from trackingupdates@fedex.com. Of course if you are not registered, you can still track your package by calling our Concierge at 1.800.662.5723 or emailing us at concierge@juliannarae.com.

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What are your shipping costs?
Please see Shipping

Attention residents of Alaska, Hawaii and Puerto Rico:
While we envy your choice of living where the seas are green or the air is clear, the shipping companies simply think you're too far away. Unfortunately, that means our shipping costs (and yours!) are higher, and delivery dates a little further out. We're sure you are used to this by now, but we regret it nonetheless.

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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. If you've ordered on the web, you will receive an email confirmation of your order.

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Do sales tax apply?
We are required by law to apply sales tax to orders placed from a state where we have operations. The good news (for some) is that we only apply taxes to orders made from, or delivered to, Massachusetts. Even if you are a resident of Massachusetts, you pay no sales tax on the first $175 of any clothing item purchased from Julianna Rae.

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Will I be charged tax on Shipping & Handling fees?
No. Taxes only apply to merchandise.

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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!

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What are your delivery options?
For US addresses, we offer four separate delivery options: Standard (USPS Parcel Post); Priority (USPS Priority); 2nd Day Delivery (FEDEX); Overnight (FEDEX). For international addresses, we offer Global Priority (Posten AB) and Global Express (FEDEX).

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How do I upgrade the shipping?
There are two places where you can change your shipping method. The first place is 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. The second place is right before you select which way you want to pay. We put a link right under the TOTAL line since that is a likely place you will check before handing us your payment!

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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.

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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.

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Can I obtain my tracking number?
If you have a Julianna Rae account, you can check your tracking number online for all 2nd Day and Overnight deliveries. Information on delivery status of Standard and Priority shipments can be obtained by calling our Concierge, Monday - Friday between the hours of 8AM and 8PM East Coast time at 1.800.662.5723. If you have shopped as a guest, we are still happy to help! Simply call our Concierge at 1.800.662.5723.

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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 give you credit against the account from which that item was purchased. Simply place it back in the box, fill out the Return/Exchange form at the bottom of your receipt and return it to us. If you want no extra work, just use the pre-addressed pre-paid mailing label that came with your purchase, drop it in the mail, and we'll do the rest. (A $7.50 charge will be deducted from your refund). Otherwise, you can use our pre-adressed label and return the package with the carrier of your choice.

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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.

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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 the back of the Return/Exchange form. Please include your credit card number in the appropriate area in case there is a difference in price for the exchanged item(s).

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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. We will provide merchandise credit for all items returned in original condition after 60 days.

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How long does it take to get credit?
Please allow up to two billing cycles for your credit to show on your account.

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Can I return items COD?
Sorry, we cannot accept COD deliveries.

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How will I know when I am credited?
Your credit will be reflected on your credit card statement within two billing cycles. If you have a Julianna Rae account, you will see the credit in your purchase history.

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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 1.800.622.5723 and our customer concierge will help you out.

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