DO YOU ACCEPT COMMISSIONS?
Absolutely. If you see a piece you like and would like to discuss alternative sizes, configurations or colour, please email us at hello@juliejesse.com to discuss your project.

WHICH CURRENCIES ARE ACCEPTED IN THE SHOP?
All prices on our online shop are listed in Hong Kong Dollars and transactions are operated Hong Kong Dollars.

WHAT ARE YOUR PAYMENT OPTIONS?
CREDIT CARD

We accept Visa, MasterCard, American Express, JCB, Union Pay and Discover.

All credit card transactions are processed securely via Stripe. It is not necessary to have a Stripe account in order to make a payment.

Stripe uses the best commercial encryption technology. We receive payments without ever seeing sensitive financial details like your credit card or bank account numbers.

No credit fees will be charged.

Note: Once you proceed to payment you will be redirected to Stripe, which is a secure independent payment platform, to accept the payment for your purchase. Your credit card information is handled by Stripe and does not go through our server.

PAYME

Select PayMe as your payment method and follow the instructions you will receive in your order confirmation email.

IS YOUR PAYMENT SECURE?
The security of our customers’ personal and credit card information is paramount.
Our website is encrypted with Secure Sockets Layer (SSL) certificates, which creates a secure transaction area in which to enter your payment information. You can be sure that you have entered a secure area as a small padlock symbol will appear in the address bar of your browser.

DID YOUR ORDER GO THROUGH?
You will receive an order confirmation email shortly after placing an order successfully. If you do not receive this email, please contact us at hello@juliejesse.com

CAN YOU CHANGE YOUR ORDER?

If you would like to make any change to an order you have placed, please contact us as soon as possible at hello@juliejesse.com, with your order confirmation email. Once the order has shipped it cannot be changed.

WHEN WILL YOUR ORDER BE SHIPPED?
If the piece you ordered is already made, we will ship within 5 working days.
If your order is commissioned work, you will have received a timeline from Julie & Jesse to make and ship the work.
Note: We do not operate on weekends and public holidays

HOW MUCH ARE THE SHIPPING CHARGES
Shipping charges depend on the delivery address. They are divided into 4 zones as follows:

ZONE 1
Hong Kong

50 HKD flat rate

ZONE 2
China + Macau + Malaysia + Philippines + South Korea + Singapore + Thailand + Taiwan

The freight charge depends on your shipping address and the weight of your purchase and are calculated by our system automatically at checkout.

ZONE 3
Australia + India + Indonesia + Japan + Vietnam

The freight charge depends on your shipping address and the weight of your purchase and are calculated by our system automatically at checkout.

ZONE 4
Argentina + Austria + Belgium + Brazil + Canada + Chile + Colombia + Czech Replublic + Denmark + Finland + France + Germany + Iceland + Ireland + Italy + Luxembourg + Mexico + Netherlands + New Zealand + Norway + Poland + Portugal + Romania + Spain + South Africa + Sweden + Swizterland + Turkey + United Arab Emirates + United Kingdom + United States

The freight charge depends on your shipping address and the weight of your purchase and are calculated by our system automatically at checkout.

WILL YOU BE CHARGED CUSTOMS OR IMPORT DUTIES IN YOUR HOME COUNTRY
If your delivery country charges customs or import duties these will be charged once the package reaches the destination country. You will have to pay these charges. Unfortunately we have no control over the charges and cannot inform you what they will be. Customs policies vary widely from country to country so if you have any questions, please contact your local customs office for further information.

HOW AND WHEN IS YOUR ORDER DELIVERED?
All local packages are sent with SF-express and international packages are sent with Speedpost. Should you have your own forwarder or wish for us to ship with a different carrier, please do not hesitate to email us at hello@juliejesse.com to make arrangements.
Your order will be shipped within 5 working days, unless you purchased a commissioned piece.

The normal delivery time from when the package has left our studio is:

1-3 working days to Hong Kong

2-14 working days to remaining destinations

Note: We do not operate on weekends and public holidays

CAN YOU TRACK YOUR ORDER
As soon as your order is sent from our studio, you will receive an email with a tracking number.
If you have not received your order after 2 weeks and it is not possible for you to track it please contact us at hello@juliejesse.com

CAN YOU PICK UP YOUR ORDER AT OUR STUDIO
Sure. Please let us know when you would like to pick up your items at least two days in advance. We will send you a notification email once to confirm pick up date.

CAN YOU RETURN YOUR ORDER?
All sales are final. If you are unsure of any details on the piece you wish to purchase please do not hesitate to get in touch with us at hello@juliejesse.com. We’d be happy to answer any questions you may have.

In the unfortunate event that your order arrives in less than satisfactory condition, simply take a photo of the item and of the shipping packaging it arrived in, then attach the photos to an email and send it to hello@juliejesse.com along with your order number. You will receive an email reply from us within 3 to 5 working days with information on next steps.

NEED HELP?

Contact us at hello@juliejesse.com