Returns Process (US/NZ)Updated 3 years ago

July offers a 100 Day Free 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. 

Customers can initiate a return by reaching out to us via our Contact Us form, Live Chat, or emailing us directly.

Step 1

Upon first contact, we need to assess the condition of the returned item. If they have not attached photos to their message, send macro "RETURNS - Step 1: confirm item is unused"

See example below.

Step 2

Once you are satisfied with the evidence provided, continue with sending "US/NZ Returns - Step 2 Confirm return/Process through JIFI" macro.

You can then request the label from the appropriate 3PL by completing the required spreadsheets.

Step 3

Once our 3PL have provided us with the required label, we can send to them with "US/NZ Returns - Step 3 Send label" macro.

Step 4

Once our 3PL have confirmed the item has been received on the spreadsheet, we can move forward with the next steps.

Returned for Refund

Send "Refund Notification" Macro

Returned For Exchange

Send "Confirm exchange details"

Step 5 (Exchange Only)

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.