Delayed/Lost shipments: orders may take more or less time than expected to arrive. If your order is taking way too long, let us know your order number, and we'll check with the shipping company. They decide if a package is "lost," and this process can take a few weeks. We'll refund your order when it's officially declared lost. Undeliverable or refused shipments: If a shipment comes back to us marked as "undeliverable" or you don't accept it, the return costs won't be covered by us, and we'll deduct them from your refund. Package or product damaged: contact us with pictures of the damage within 3 days after the date of delivery (by tracking). This process takes time, not controlled by us but by the shipping company. We'll refund you or send a replacement once the claim is sorted. Without photos within 3 days, we can't replace the item or start a claim. For any other issues, reach out to us at hello@julyliebe.com, on Instagram @Julyliebe, or on WhatsApp. We're here to help!