FAQs

Welcome to Julomart Support Center! We understand that when shopping for Christmas decoration products such as wreaths, tree skirts, Christmas garlands, or throw pillow covers, you may have many questions about product quality, returns, refunds, payments, or shipping.

To help you feel confident and convenient when ordering, we have compiled frequently asked questions along with detailed answers and specific instructions based on Julomart's policies. If you cannot find the answer you want or need quick support, don't hesitate to contact our customer care team via email: [email protected]

1. I accidentally ordered the wrong wreath model. Can I change it to another one?

Answer:

Yes, but you need to send a request within 8 hours from the order time so we can cancel the old order and assist you in placing a new one. Please email [email protected] and include the name of the new product you want to exchange. After 8 hours, the order will be processed and moved to the packing stage, and changes will no longer be possible. You can still request an exchange after receiving the product (you will bear the two-way shipping fees).

2. I ordered a set of 4 throw pillow covers but only received 2. What should I do?

Answer:

We sincerely apologize for the inconvenience. As this is a case of missing items, you will not be required to return any products.

Please email us at [email protected] within 32 days, attaching:

  • Order number
  • Clear photos of the received products and the outer packaging
  • Description of the issue

After verification, we will send the missing items or refund you for the missing portion, whichever you prefer.

3. I have not received my order after more than 11 days — how can I check if the order is lost? What support do I get if it is lost?

Answer:

We are sorry that you have not received your order. Usually, delivery time averages 7–11 business days from order placement, including:

  • 1–3 days for processing
  • 6–8 days for shipping 

However, during peak season (like Christmas), orders may be delayed due to high volume. If your order is over 11 business days and you see no update from the tracking number, please follow these steps:

  • Visit the Order Tracking page on Julomart's website and enter your tracking number. 
  • If the tracking does not update for 3 consecutive days or shows an unusual status, contact us immediately at [email protected]. Provide your order number and describe the issue (e.g., no tracking updates, delayed over 11 days).

After confirming with the shipping company, if your order is truly lost, you can choose to:

  • Receive a replacement (if available) — completely free
  • Get a full refund, including shipping fees

4. My product is defective (fabric tear, broken frame). Can I get a refund?

Answer:

Yes. If the product is defective due to manufacturing or damaged during shipping, you will receive:

  • A full refund, including shipping fees
  • Or a free replacement product.

You do not need to return the defective item. Send an email to [email protected] with clear photos/videos showing the defect.

5. I don't like the product after receiving it — can I return it for a refund?

Answer:

In case you've changed your mind (buyer's remorse), we only offer product exchanges, not refunds. Conditions:

  • Product must be unused, unwashed, and in original condition
  • Packaging must be intact
  • Request must be sent within 7 days

You will need to pay for two-way shipping fees. Email [email protected] to request an exchange, and we will provide further instructions.

6. Who pays for shipping fees when exchanging a tree skirt fabric sample?

Answer:

For exchanges due to personal reasons (change of mind, wrong choice, etc.), you will bear the two-way shipping fees:

  • Return the old product to Julomart's warehouse (exact address will be provided).
  • Receive the new product from us.

We recommend using a tracked shipping service to avoid loss.

7. When will I receive my refund?

Answer:

After your refund request is approved, we will process it within 24 hours. However, depending on your bank or payment provider, it may take 3–7 business days for the money to appear in your account.

8. I did not receive an order confirmation email — how do I know if my order was successful?

Answer:

Order confirmation emails are sent automatically after a successful order. If you don't see it:

  • Check your Spam/Junk/Promotions folder
  • Double-check the email address you used for payment (sometimes it may be incorrect)

If you still don't receive it, contact [email protected] with your name and order time, and we will help verify.

9. I need the products before December 20th — will it arrive on time?

Answer:

We need 1–3 business days to process your order and ­6–8 business days for shipping. Total delivery time is approximately 7–11 business days. To ensure delivery before December 20th, please place your order by December 7–10 at the latest. During peak season, delivery times may be longer than expected.

10. I live in Alaska — does Julomart ship there?

Answer:

Yes. We ship to all 50 states in the U.S., including Alaska and Hawaii. However, we do not ship to:

  • PO Boxes
  • Military addresses (APO/FPO/DPO)

Please provide a specific street address to ensure successful delivery.

11. My payment was declined — why?

Answer:

Common reasons for payment failure include:

  • Card does not support international payments
  • Incorrect card information (number, expiration date, CVV)
  • Unstable internet connection
  • Incompatible browser
  • Bank blocked the transaction

How to fix it:

  • Double-check your card details
  • Use a different browser or device
  • Switch to another payment method
  • Contact your bank to check if the transaction was blocked

12. Do I need a PayPal account to pay?

Answer:

No. Simply select "Pay with Debit or Credit Card" on the PayPal interface to complete the payment without logging into a PayPal account.