Video Demos

July (Internal)

&lt;p&gt;&lt;span style=&quot;font-family: Tahoma,Geneva,sans-serif;&quot;&gt;July offers a 100 Day Returns policy, allowing customers the opportunity to see the products in person if they cannot make it into one of our stores. Only items unpersonalised and unused are covered by this policy.&lt;/span&gt;&lt;/p&gt;&lt;p&gt;&lt;strong&gt;Please note:&lt;/strong&gt; US refunds incur a return fee of 10% of the item/s cost, deducted from the final refund (this does not apply to NZ). This is disclosed to customers on the public 100 Day Returns Policy article.&lt;/p&gt;&lt;p&gt;&lt;span style=&quot;font-family: Tahoma,Geneva,sans-serif;&quot;&gt;Customers can initiate a return by reaching out to us via our Contact Us form, Live Chat, or emailing us directly, or self-serve through the ReDo returns portal linked from the public Help Centre.&lt;/span&gt;&lt;/p&gt;&lt;p&gt;&lt;span style=&quot;font-family: Tahoma,Geneva,sans-serif;&quot;&gt;&lt;strong&gt;Step 1&lt;/strong&gt;&lt;/span&gt;&lt;/p&gt;&lt;p&gt;&lt;span style=&quot;font-family: Tahoma,Geneva,sans-serif;&quot;&gt;Upon first contact, we need to assess the condition of the returned item. If they have not attached photos to their message, send macro &lt;strong&gt;&quot;RETURNS - Step 1: confirm item is unused&quot;&lt;/strong&gt;&lt;/span&gt;&lt;/p&gt;&lt;p&gt;&lt;span style=&quot;font-family: Tahoma,Geneva,sans-serif;&quot;&gt;&lt;strong&gt;Step 2&lt;/strong&gt;&lt;/span&gt;&lt;/p&gt;&lt;p id=&quot;isPasted&quot;&gt;&lt;span style=&quot;font-family: Tahoma,Geneva,sans-serif;&quot;&gt;Once you are satisfied with the evidence provided, continue with sending &quot;US/NZ Returns - Step 2 Confirm return/Process through JIFI&quot; macro.&lt;/span&gt;&lt;/p&gt;&lt;p&gt;&lt;span style=&quot;font-family: Tahoma,Geneva,sans-serif;&quot;&gt;You can then request the label from the appropriate 3PL by completing the required spreadsheets. &lt;em&gt;(Note: confirm with a Lead Agent whether this spreadsheet step is still current now that ReDo handles customer-initiated returns online &#x2014; this article hasn&apos;t been reconciled against the ReDo workflow yet.)&lt;/em&gt;&lt;/span&gt;&lt;/p&gt;&lt;p&gt;&lt;span style=&quot;font-family: Tahoma,Geneva,sans-serif;&quot;&gt;&lt;strong&gt;Step 3&lt;/strong&gt;&lt;/span&gt;&lt;/p&gt;&lt;p&gt;&lt;span style=&quot;font-family: Tahoma,Geneva,sans-serif;&quot;&gt;Once our 3PL have provided us with the required label, we can send to them with &quot;US/NZ Returns - Step 3 Send label&quot; macro.&lt;/span&gt;&lt;/p&gt;&lt;p&gt;&lt;span style=&quot;font-family: Tahoma,Geneva,sans-serif;&quot;&gt;&lt;strong id=&quot;isPasted&quot;&gt;Step 4&lt;/strong&gt;&lt;/span&gt;&lt;/p&gt;&lt;p&gt;&lt;span style=&quot;font-family: Tahoma,Geneva,sans-serif;&quot;&gt;Once our 3PL have confirmed the item has been received on the spreadsheet, we can move forward with the next steps.&lt;/span&gt;&lt;/p&gt;&lt;p style=&quot;text-align: center;&quot;&gt;&lt;span style=&quot;font-family: Tahoma,Geneva,sans-serif;&quot;&gt;&lt;strong&gt;Returned for Refund&lt;/strong&gt;&lt;/span&gt;&lt;/p&gt;&lt;p style=&quot;text-align: center;&quot;&gt;&lt;span style=&quot;font-family: Tahoma,Geneva,sans-serif;&quot;&gt;Send &quot;Refund Notification&quot; Macro&lt;/span&gt;&lt;/p&gt;&lt;p style=&quot;text-align: center;&quot;&gt;&lt;span style=&quot;font-family: Tahoma,Geneva,sans-serif;&quot;&gt;&lt;strong&gt;Returned For Exchange&lt;/strong&gt;&lt;/span&gt;&lt;/p&gt;&lt;p style=&quot;text-align: center;&quot;&gt;&lt;span style=&quot;font-family: Tahoma,Geneva,sans-serif;&quot;&gt;Send &quot;Confirm exchange details&quot;&lt;/span&gt;&lt;/p&gt;&lt;p style=&quot;text-align: left;&quot;&gt;&lt;span style=&quot;font-family: Tahoma,Geneva,sans-serif;&quot;&gt;&lt;strong&gt;Step 5 (Exchange Only)&lt;/strong&gt;&lt;/span&gt;&lt;/p&gt;&lt;p style=&quot;text-align: left;&quot;&gt;&lt;span style=&quot;font-family: Tahoma,Geneva,sans-serif;&quot;&gt;Once the previous steps have been arranged, notify a lead agent to issue the exchange via Shopify by leaving an internal note and tagging them. The lead agent will then process the exchange and request the partial refund or issue an invoice if applicable.&lt;/span&gt;&lt;/p&gt;

<p><span style="font-family: Tahoma,Geneva,sans-serif;">July offers a 100 Day Returns policy, allowing customers the opportunity to see the products in person if they cannot make it into one of our stores. Only items unpersonalised and unused are cov

Returns Process (US/NZ)

Returns Process

Who is July?

Where to find July?

July Brand Handbook

Welcome to July!

What is the July Customer Experience?

A brief introduction to the tools.

Helpful Resources

Introduction to CX

Tickets 101

Tagging

Macros

Live Chat & Social Media DM's

Collaboration / Corporate Tickets

Gorgias Tickets

Stock Availability (Current & Incoming)

Order Status

Editing Orders

SKU's

JIFI Quirks

JIFI (July Inventory and Fulfilment Interface)

Shipping Information (AU)

Shipping Information (US)

Shipping Information (NZ)

Where's the rest of my order?

Missing Deliveries.

Delivery Support

Carry On (Classic/Essentials)

Carry On Pro

Carry On Light

Carry On Light Expandable

Checked / Checked Plus

Carry Me

Carry All Range

Daybreak Weekender

Daybreak Backpack

Packing Cells

Power Bank

Classic Range - Nesting

Everyday Totes - Small & Large

Carry All Backpack

Carry All Tote

Carry All Weekender & Weekender Plus

Volume + Backpack

Volume + Weekender

Luggage Covers

Product Information

Returns Process (AU)

Returns via JIFI (AU Only)

Personalisation Process & Policy

Monogram Damage

Returning for Monogramming

Pets Personalisation

Personalisation

Warranty Policies

Warranty Process

Cosmetic Wear

Warranty Solution Matrix

Warranties

Sales, Promotions and Discounts.

Airline Staff Discounts

What is the difference between each Carry On?

Why is this colour not available for personalisation?

Shipping Outside AUS, NZ, USA, or UK.

Is Personalisation Available In-Store?

Do you have any stockists?

Discontinued Items

How tall is the case from the ground to top of the handle extended?

Common Queries

About UK Launch

UK Operations

UK Warehouse - Airbox Logistics

UK Launch

Zips won't stay locked.

Broken Wheels

Multi-Stop Handle Replacement

Repairs

Returns Process (US/NZ)Updated 10 days ago