- Order not shipped: If your order hasn't been sent out yet, quickly email us at hello@julyliebe.com with your order number. If it's already on its way, accept it and follow the return steps. - Refusal of delivery: If your order was sent and you refuse the package or don't pick it up from the post office, and it gets sent back to us, there will be extra costs deducted from your refund. - Refusal of customs payment: For orders outside EU, if there are customs taxes and you choose not to pay them, tell about your decision to your country's customs office or the post office. If you don't, they'll keep the package indefinitely. Due to customs rules, Julyliebe has to pay the customs tax for a cancelled order to get it back. After we check and process the return, we'll start the refund process, deducting any extra charges we've paid, like return shipping and getting the package back. If you're ordering from outside the European Union, check your country's customs rules before buying to avoid problems.