Frequently Asked Questions

Have questions? Browse our FAQs below and find your answer easily here. If you need more assistance, you may contact our Customer Service team and will get back to you shortly.
WHAT IS YOUR QUESTION ABOUT?

To find out which size suits you best, you may compare your measurement with our size chart. Please click on “Size Guide”, which is located on the site’s footer. On the other hand, you may also look for respective measurements for each size per style, please:

  1. Click on the desired product and refer to the navigation bar on your right.
  2. On the Product Detail page, you could click on “Size & Fit” to see information regarding size details of each style.

Thank you for loving our product! Due to our limited stock, we are sorry to hear that your favorite product has been sold out. We do our best to restock the item as soon as possible. Be the first to know when your product is back in stock, please:

  1. Click on the desired product and refer to the navigation bar on your right.
  2. Choose your size.
  3. Click on the “Notify Me When Available” button. Please remember to choose the size that you wish to purchase, as “Notify Me When Available” button won’t appear on available size.

Atelier line is specially created for you who want to express yourself by customizing your favorite piece, making it more personalized and uniquely for you.

Atelier is available online only at JUILLETOFFICIAL.COM. You may find Atelier product’s variety under the “ATELIER” home page menu.

To learn more on how to shop Atelier product, please click here.

Follow these simple steps to place an order online:

  1. Add an item to your shopping bag by clicking the "Add to Bag" button on the item's product page. You can review your shopping bag and make any necessary changes before checking out.
  2. Scroll over “My Bag” at the top right of the JUILLETOFFICIAL.COM page and then select “View Bag & Checkout.
  3. Follow the instructions until your order has been confirmed. You'll know your order is complete when you see our Order Confirmation page with your order number.

You will receive at least two emails following the placement of your order. The first will confirm again that your order was received. The second will confirm that your order was shipped and will contain the shipment tracking number to let you track the delivery of your package.

Yes you do. We understand how important it is to get your shopping to you. We make your order our priority and to provide the best shopping experience. As such, simply create an account with us! Follow these easy steps to create an account on JUILLET:

  1. Click on the “My Account” tab.
  2. Complete the fields on “Create An Account” box with your preferred email address and select “Register”.
  3. Voila! Your account is done and you may fill up your personal details & shipping address whenever you are going to place an order.

If it is a recent order it may be possible, so drop us an email immediately at hello@juilletofficial.com and we will do our best to help.

If it is a recent order it may be possible, so drop us an email immediately at hello@juilletofficial.com and we will do our best to help. However, if your order has been sent, you may be able to return your order and place a new one. All returns would be refunded via Store Credit to your JUILLET shopping account for your next purchase.

We are happy to hear that you have found something you like! Unfortunately we don’t accept any reservation. We encourage you to directly add your item to bag and proceed to payment as the pieces are sold to those who make payments successfully.

Simply click on 'My Account' in the upper right corner of our home page. Sign in to your account to view your Order History. You can also track your shipped order by clicking on the tracking number mentioned on the Order History.

Please allow 24 hours for shipping confirmation emails to come through, or until the next working day if ordering over a weekend. Sometimes our emails can wind up in junk or spam folders. Try checking there first and adding us as a contact to avoid this! You can also check that your order has gone through by logging in and viewing the ‘My Account’ section.

Currently we are using Paypal as our payment method.

To enter a discount code, copy and paste the code into ‘DISCOUNT/ PROMO CODE’ box in your shopping bag page. After that you can proceed to checkout. The discount will then be taken off your order total.

Simply tick the “USE MY EXISTING STORE CREDIT” box in your shopping bag page. The total amount of your order will then be directly deducted with your store credit.

Only one discount code can be used per transaction. However, if you have a store credit from a previous order, this can be used in conjunction with a discount code.

There are a number of reasons why your code might not be working. Please check if:

  1. The items in your cart don’t meet the requirements for the promotion.
  2. The code has expired.

If you’re still having trouble, contact our Customer Care team at hello@juilletofficial.com and will get back to you ASAP.

Unfortunately we cannot enter codes manually after an order has been placed. You’ll have to save it for your next order!

We process orders Monday through Friday, excluding holidays. Orders received on weekdays after 12pm SGT, on weekends or holidays will begin processing the next business day.

ITEM
LOCAL (SINGAPORE)
INTERNATIONAL
REGULAR PRODUCTS
Free (2-5 working days)
Flat fee (10-14 working days)
ATELIER PRODUCTS
Free (10-14 working days)
Free (10-14 working days)
MULTIPLE PRODUCTS
(Mix of regular & atelier pieces)
Free & and will be send separately according to the type of products you ordered
Flat fee (10-14 working days) and will be send together with the atelier product.

As soon as your order ships, you will be provided with a tracking number. You can find your order details and tracking information on the My Orders tab within the My Account menu.

To learn more on JUILLET’s shipping policies, please click here.

Local (Singapore) deliveries:

Regular products will take approximately 2-5 working days to reach you.
Atelier products will take approximately 10-14 working days to reach you.

International deliveries:

Regular products will take approximately 4-7 working days to reach you.
Atelier products will take approximately 12-16 working days to reach you.

You can track your order by logging into your Account and select the My Orders tab.

Your order needs a signature upon delivery, so if there is no one around to receive it, a second delivery would be made to you. Subsequently, if the delivery fails, the parcel will be sent back to our warehouse. We will send you an email for further follow up.

Local (Singapore) deliveries:

Enjoy complimentary shipping using our courier partner Dpex.

International deliveries:

All international orders are shipped using our courier partner Dpex. You may check international shipping rates here.

If for any reason you are not happy with your selection, you can exchange an item for another item, return it for a refund with store credit, or one time free alteration for Atelier order, subject to the following conditions:

  1. Regular (non-customized) items may be returned or exchanged for 14 days from original purchase date or a refund by store credit.
  2. Atelier (customized) items, there is no exchange/ return allowed. However, we are happy to provide you with one time free alteration. Free alteration is eligible only for the part of the clothes that you customized. Free alteration is accepted within 21 days from original purchase date.
  3. Please drop us an email and arrange for an appointment to do the alteration.
  4. Exchange is currently only available for Singapore customers. All international exchanges are handled on a case-by-case basis.
  5. Any item to be returned or exchanged must be in new, unused and resalable condition, with the DO NOT REMOVE tag still attached in the same place as originally sent.
  6. No return/ exchange on sale items.
  7. All shipping costs for return or exchange parcels will be bourne by customers.
  8. All local return & exchanges are appointed by our courier service.

To learn more on JUILLET return & exchange policy, please click here.

All sale items are considered a final sale. Please note that sale items include those items that are on markdown on the website. Items purchased using a Store Credit, Promo Code or email offer are not considered a sale item and are eligible to return.

We would like to make our refund policy as simple and fuss-free for our customers as possible! We will refund you only in store credits. The details are as follows:

  1. All returns are inspected and screened thoroughly upon reaching our warehouse.
  2. Successful return will be process and refund would be made via JUILLET’S Store Credit, which will automatically be applied to your shopping account within 3 working days.
  3. Unsuccessful return due to unsuitable state, without original tags or not in original condition will be send back to you.
  4. Regular product:
    The value of the Store Credit would be the paid price of the return item(s), in Singapore currency (SGD).
    Atelier product:
    Strictly no refund. However, we provide one time free alteration.
  5. Store Credit can be used to make any purchase on our site within 3 months from the date of issue. Unused credit would eventually be voided upon expiry and it’s strictly non-refundable, not eligible for extension, and non-exchangeable for cash.
  6. For leftover store credit after a purchase within 3 months, the remaining credit value will remain in your shopping account, until the expiry 3 months from the initial date of issue. For instance, if you have received a S$100 Store Credit and used S$60 Store Credit in a purchase, the remaining S$40 Store Credit value will remain in your shopping account. The expiry date of the S$40 Store Credit remains as 3 months from the date of issue.
  7. On the contrary, new store credit will be issued in a new code and new expiry time span. It will not be accumulated to your previous store credit that is still active.

We are so sorry to hear that you have received a product that’s not what you have expected. We stand behind our product and would like to correct that right away. To ensure this is addressed quickly, please email us at hello@juilletofficial.com with photos of the defected part or wrong item sent and picture of the product with original tags attached. Don’t forget to mention your order number and we will get back to you within 1 working day.

  1. Manufacturing faults.
  2. Product’s delivered is different to the product that you ordered (Slight color difference from the physical piece and the picture that is featured from our site may be due to the saturation and brightness setting of your computer’s screen. As such, this would not define as faulty item

Once we receive your return parcel, your refund (store credit)/ exchanges will be processed within 3 working days. You will be notified by email once it has been processed.

We apologize to hear that there is a delay in processing your return. For Singapore customers, do remember that it may take up to 7 working days for your return parcel to reach our warehouse and for international customers, do remember that it may take up to 16 working days for your return parcel to reach our warehouse.

If for any reason you are not happy with your selection, you can exchange an item for another item, return it for a refund with store credit, or one time free alteration for Atelier order, subject to the following conditions:

  1. Regular (non-customized) items may be returned or exchanged for 14 days from original purchase date or a refund by store credit.
  2. Atelier (customized) items, there is no exchange/ return allowed. However, we are happy to provide you with one time free alteration. Free alteration is eligible only for the part of the clothes that you customized. Free alteration is accepted within 21 days from original purchase date.
  3. Please drop us an email and arrange for an appointment to do the alteration.
  4. Exchange is currently only available for Singapore customers. All international exchanges are handled on a case-by-case basis.
  5. Any item to be returned or exchanged must be in new, unused and resalable condition, with the DO NOT REMOVE tag still attached in the same place as originally sent.
  6. No return/ exchange on sale items.
  7. All shipping costs for return or exchange parcels will be bourne by customers.
  8. All local return & exchanges are appointed by our courier service.

We can exchange your regular item (non-customized) for a different size in the same style or different size and color in the same style. In the event where the exchanged item is sold out we will offer you 2 options:

  1. Exchange with different style.
  2. Return in store credit.

Promotional voucher is a discount code given during a marketing campaign. The voucher is presented in a form of code. In order for you to enjoy the discount, you need to input the promotional code at discount/promo code box field during check out. Do note that every promotion voucher has different time validity and terms & conditions.

Store credit is issued when a return is made and processed successfully. Your store credit is automatically credited to your shopping account with the value of return that you have made. In JUILLET, your store credit will be automatically deducted once you made your next purchase. Any outstanding amount could be top up by using your credit card through Paypal. All store credit has 3 months time validity from the date of issue.

We are sorry to hear that your promotional voucher is not working. Please make sure that you have checked the terms & conditions of the promotion and the time validity. As every promotions have different requirements. For instance, certain promotional code can only be applied for selected products/ or for a selected group of customers and limited to specific time period.

Promotional voucher is a discount code given during a marketing campaign. The voucher is presented in a form of code. In order for you to enjoy the discount, you need to input the promotional code at discount/promo code box field during check out. Do note that every promotion voucher has different time validity and terms & conditions.

Store credit is issued when a return is made and processed successfully. Your store credit is automatically credited to your shopping account with the value of return that you have made. In JUILLET, your store credit will be automatically deducted once you made your next purchase. Any outstanding amount could be top up by using your credit card through Paypal. All store credit has 3 months time validity from the date of issue.