FAQ

General Questions

WHAT COUNTRIES DO WE SHIP TO?

Germany, Belgium, Netherlands, Poland, Czech Republic, Austria, Ireland, Denmark, Finland, France, Sweden, Spain, Portugal, Luxembourg, Italy, Greece. You can find a list of shipping costs under SHIPPING!

WHERE IS THE COLLECTION PRODUCED?

Our collections were designed by us in Dresden in collaboration with regional pattern experts. The bridal collection is also handmade in Germany. The bridesmaids collection is lovingly handmade in a family manufactory in Poland under fair working conditions. We also personally know the people who make our collections with much love. We attach great importance to a high quality of material and manufacturing. Shipping is done from our warehouse in Germany.

HOW DO I CONTACT CUSTOMER SERVICE?

You can reach our customer service at the following email address: customercare@oh-lovely-julie.com.

When contacting us, please note that for data protection reasons we can only send the information to the email address with which the order was placed.

WHAT PAYMENT METHODS ARE AVAILABLE?

We offer Paypal as a payment method. You can also pay by credit card, direct debit or purchase on account. If you have any further questions regarding payment via Paypal, please contact Paypal's customer service (www.paypal.com).

WE ALSO OFFER THE PAYMENT METHOD APPLE PAY.

Alternatively, it is possible to pay for orders using an OH LOVELY JULIE gift voucher. Further information on gift vouchers can be found in the FAQs section below.

I HAVE NOT RECEIVED AN ORDER CONFIRMATION. WHERE CAN I CHECK IF MY ORDER WAS SUCCESSFUL?

An order confirmation usually arrives within a few minutes after the order has been completed. In exceptional cases, the order confirmation may be delayed up to 24 hours due to system overload. It should be noted that the purchase contract is not concluded until the shipping confirmation is issued.

The order merely serves as an offer to conclude a purchase contract. When an order is placed with us, we will send an automatic email confirming receipt of the order by us and setting out its details. The confirmation of an order does not constitute an acceptance of the offer, but is for informational purposes. The purchase contract is only concluded after dispatch and is confirmed with a second e-mail (dispatch confirmation). No purchase contract is concluded for products from one and the same order that are not listed in the shipping confirmation.

Please note: We do not participate in consumer arbitration proceedings, including those at the General Consumer Arbitration Board of the Zentrum für Schlichtung e.V. (Strassburger Straße 8, 77694 Kehl am Rhein, https://www.verbraucher-schlichter.de). However, legal recourse is of course open.

PROBLEMS WITH DELIVERY AND SHIPPING? WHAT IS THE BEST WAY TO ACT?

A DHL shipment number is generated with the shipping confirmation, which can be checked on the DHL homepage. If a parcel has not arrived after more than 10 days, we kindly ask you to contact the customer service (customercare@oh-lovely-julie.com) so that an investigation can be initiated.

WHAT DO I DO IF AN ITEM HAS NOT BEEN DELIVERED CORRECTLY?

After receiving a delivery, please check whether the item has been properly delivered.

If damage is already visible on the packaging, we recommend that you take a picture of the damage before checking the contents. If the contents also show transport damage, we ask you to also document this visually and send this to our customer service immediately.

WHAT CAN I DO IF THE PRODUCTS SHOW DEFECTS AFTER A WHILE?

All our styles as well as the materials are checked for highest quality before final production. Only when the materials meet our complete satisfaction do we start manufacturing.

As the production is handmade, the styles are made to the highest standard.

Should you find a defect, you must first check whether the care instructions have been taken into account and applied. Often, a complaint is due to incorrect handling and care.

In order to be able to wear the style in good condition in the long term, the care and material instructions must be observed.

Gift Vouchers

HOW CAN I PURCHASE A VOUCHER?

Digital vouchers can be purchased on the homepage. Physical vouchers can be purchased in the store. We can also send them to you by post. Please contact our customer service.

HOW CAN A VOUCHER BE USED?

A voucher can be used at the end of an order or at the checkout. Please check the invoice amount of your order to make sure that the voucher has actually been used. If the voucher has not been used, please contact the customer service (customercare@oh-lovely-julie.com).

WHAT DO I DO IF I HAVE NOT RECEIVED A VOUCHER?

A digital voucher will be sent within a few minutes to the email address used for the purchase. If the email is not in your main mailbox, please also check your spam folder. Some email providers may take longer to deliver.

THE GIFT VOUCHER CREDIT ONLY COVERS PART OF THE ORDER

If the order is over the value of the gift voucher, an additional payment method can be selected to cover the balance. In the case of a refund, the amounts will be credited in the same way as they were paid. Please note that the refund method cannot be changed.

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