Question 1

1. Do I need an account to place an order?

Accepted Answer

No, However, if you register, you’ll enjoy the following benefits:
1. Review past purchases
2. Track your orders
3. Option to save your address and card details to shop quicker in future.

Question 2

2. I can’t sign into my account, what should I do?"

Accepted Answer

If you receive a message that says your email address/password isn’t recognized, follow the steps below:

> Make sure you are using the same email address and password you registered with – you may have more than one account so please check
> Check that you don’t have your caps lock on in error and / or are using any special characters that you chose correctly
> If you can’t remember your password click on the ‘forgotten password’ link on the sign in page. You’ll be prompted to enter your email address and we’ll send you an email with a link that will allow you to create a new password for your account.

If you still can’t sign in, please contact us giving as detail about the issue.

Question 3

3. I’m having trouble placing an order, what should I do?"

Accepted Answer

Firstly, please close your browser, re-open it and try again
 
You may also need to delete your cookies – a cookie is a small file we store on your computer to let us know who you are next time you visit us (for more information about cookies, go to privacy policy).
 
We suggest that you sign in before deleting your cookies, otherwise the items in your bag or saved items list may disappear.
 
On most internet browsers you can delete your cookies using ‘Tools’ or ‘History’.
We also suggest that you use one of the browsers that are fully supported on the website including IE, Chrome, Safari or Firefox.
 
If you’re still having problems, please contact us giving as much detail as you can about the issue including:
which web browser you’re using (e.g. Internet Explorer, Firefox, Chrome, Safari etc.).
what you’ve done so far to try to resolve it.

Question 4

4. How do I make a purchase?

Accepted Answer

Shopping at jubilii.com is easy: browse by collection, add items to your shopping bag and follow the prompts at checkout.

Question 5

5. Can I amend / add or cancel an item from my order?

Accepted Answer

We are unable to change orders once they have processed through our system.
Regrettably this means we are unable to amend/add or cancel an item to/from your order.
 
If you need to make any amendments to your purchase, please mail our Customer Care team as soon as possible and we’ll see what we can do.

Question 6

6. Why was my order canceled?

Accepted Answer

There are various reasons why an order may have been canceled such as:

Out of Stock
Unverified information
Payment declined
Tech issues
Incorrect address

If your order was canceled, you should receive an email notification detailing the reason.
Sometimes an order does not process – this could be due to two possible reasons:

1. The time lapse between ordering the item and confirming payment
2. The item changed to out of stock during the ordering process

Question 7

7. Can I change my billing address?

Accepted Answer

For your financial security, we are unable to make any changes to the billing details after an order has been placed.

Question 8

8. Can my delivery address be changed?

Accepted Answer

If the order has not shipped:
then we can try to update your address, as long as the delivery country remains the same.
We cannot change the delivery country.
Please contact us urgently if you need to change your delivery address.
If the order has shipped: we cannot change the delivery address.

Question 9

9. What do i do if my package has been “Returned to Sender”?

Accepted Answer

We are unable to re-ship international orders.
A refund will be issued once the package arrives back to us.
Please note that this could take some time (maybe even a few weeks).
If you still wish to purchase this item(s), please place a new order.

Question 10

10. I made a return and have not been refunded, what should I do?"

Accepted Answer

A Refund can take between 3 to 5 business days for the funds to credit back to your original payment method as the below steps need to be followed:
1- Processing and inspection for refund approval
2- Authorization to finance department to issue refund
3- It can take up to 5 business days for the funds to credit back to your account
 
Although we submit the refund to your bank immediately, your bank must still process the refund and apply it to your account. 
Processing time can vary between banks.
Refunds might appear in the form of a reversal. In the case of a reversal, the original payment is removed from your bank statement, and a separate credit is not issued.
Inside the authorization period, when you are refunded (either partially or in full), you might not see a line item on your statement for a refund because we adjust the capture amount for the charge when it settles.
Should your refund not be processed within the 5 business days, please send us the order number for the returned package so that we can investigate further.

Question 11

11. Why is my return taking longer to process?

Accepted Answer

Your return may take slightly longer to process because of technical and administrative measures in place to ensure the best customer service for you.

Question 12

12. What happens if I’m not home to accept my delivery?

Accepted Answer

Courier Deliveries: If you are not in when your parcel arrives, the courier will usually try again, or will leave a card with details on how to pick up your order or rearrange delivery.

We recommend you to visit the courier website and there you have options for: re-delivery in a selected date, to leave it in a safe place or with a neighbor.

Question 13

13. How can I see sizing information for my country?

Accepted Answer

You can find the size guide on the product images gallery.

Question 14

14. What are the payment methods options?

Accepted Answer

PAYMENT PRICES
Prices  are in USD, to assist you there is a currency converter in the upper  menu. the prices are based on costs, taxes, charges, levies and exchange  rates. 
If your bank's currency is not Usd, price may vary with exchange rates.

PAYMENT METHODS - Debit / Credit cards, Apple pay, Google pay
We accept the following debit and credit Cards:

jubilii

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