Return Policy
At Luke & Julie Windsor, we want you to love what you ordered. If something isn't right, our 30-Day Money-Back Guarantee gives you plenty of time to let us know. Please read the steps below so your return goes smoothly.
The short version
- You have 30 days from the day you receive your order to request a return.
- Always email us first at info@lukejuliewindsor.com. Please don't send anything back before we've replied with your return instructions.
- Return postage is paid by the customer.
- Your refund goes back to your original payment method once your return has been received and checked.
How to return an item
- Email us within 30 days of delivery at info@lukejuliewindsor.com. Include your order number, the item(s) you'd like to return, the reason, and a photo of the item(s).
- We reply with your return instructions, including the return address. We aim to send our first reply within one business day (Monday to Friday).
- Ship the item(s) back using a tracked service and keep your receipt and tracking number.
- We process your refund within 14 days after your return has been received and inspected.
Prefer a different size instead of a refund? Mention it in your email and we'll look at the options with you.
Please note: returns are shipped internationally
Our orders are sent directly from our international supplier, and returns go back to our supplier's returns facility, which is located outside Canada (in China). This means:
- Return postage is usually higher than for a domestic parcel, and the parcel takes longer to arrive.
- The cost of return postage, and any export fees charged by your carrier, are the customer's responsibility.
- Please choose a service that does not require the recipient to pay duties or fees on arrival, and always use a tracked service. We can't be responsible for returns that are lost without tracking.
We'll always tell you the exact return address and what to expect before you ship anything, so there are no surprises.
Return conditions
- Items must be unused, unwashed, undamaged and in their original condition, with all tags and labels attached. Trying items on is of course fine.
- Orders placed with the intention of returning part of them (for example, ordering several sizes of the same item) are not accepted for return.
- Original shipping is free, so there are no shipping charges to refund.
Damaged, faulty or wrong item?
If your item arrived damaged, faulty or different from what you ordered, please email us within 30 days of delivery with your order number and clear photos. We'll review it and contact you about a solution. In this case you won't be asked to pay return postage.
How long does it take?
- First reply: within one business day (Monday to Friday, 9:00 AM – 5:00 PM ET).
- Full resolution: for complaints that need checking with our supplier, please allow up to 5 business days. We'll keep you updated in the meantime.
- Refund: within 14 days after your return has been received and inspected. Your bank may need a few extra days to show it on your statement.
Delivery questions
- We are not responsible for parcels that tracking shows as delivered to the address provided at checkout.
- Please check your shipping address carefully. Address errors must be reported within 24 hours of placing your order.
Contact
Questions about a return or refund? Email us at info@lukejuliewindsor.com.