SHIPPING & RETURNS
SHIPPING POLICY
The availability of my products cannot be guaranteed until they have been purchased.
The fulfillment process for most orders commences immediately upon completion of your purchase. Your items will be shipped once payment has been approved, your shipping address has been verified, and the item has been located.
Once your order has left our warehouse, the delivery timeframe will vary depending on your chosen shipping method and shipping address.
For Standard Shipping, orders placed before 12 pm EST should be received within 3-5 business days. Orders placed on weekends or public holidays will be processed on the following Monday or the next working day. Please note that working days do not include weekends or public holidays.
For Overnight Shipping, orders placed before 12 pm EST should be received on the next business day. Orders placed on weekends or public holidays will be processed on the following Monday or the next working day. Again, working days do not include weekends or public holidays.
My Shipping Policy ensures that 100% of orders are shipped within one to two business days. Orders placed over the weekend will be dispatched on Mondays. Please be aware that currently, I can only ship within the United States or to US territories.
In the event of delayed or lost orders, a parcel will be deemed lost after it has been in the postal system for 15 business days for US orders and 21 business days for US territories orders. I cannot accept responsibility for delays caused by the courier. While orders typically arrive much sooner, I am unable to provide a replacement due to the unique nature of our designs. The materials used may not be available for recreation.
If your package is returned to me due to an incorrect or incomplete address, you will be responsible for covering all delivery costs for the re-delivery of your order to the corrected address. I cannot be held accountable for the loss of your order if the address provided at checkout is incomplete or incorrect. If the shipment was marked as delivered, but you did not receive it due to alleged theft, you should also contact the shipping carrier to make a report. They may be able to investigate the matter further and provide guidance on the next steps to take, such as filing a police report or initiating a claim for the lost or stolen package.
Remember, it's always crucial to verify and double-check the accuracy of your shipping address to minimize the risk of delivery issues or theft.
RETURN & EXCHANGE POLICY
Returns & Return Policy:
All returns must be postmarked within 15 calendar days from the date of purchase. The returned items must be in their original condition, with intact labels and packaging, and must remain unused and in new condition.
To initiate a return for unsatisfactory items, kindly contact our team at info@josannemurer.com to obtain your unique Return Merchandise Authorization (RMA) number. Once you have received the RMA number, please place the item back in its original packaging, including the original label and any required proof of purchase or return form. Seal the package securely and send the return merchandise to the following address:
Josanne Murer LLC,
Attn: Returns,
RMA #,
3701 Vestal Parkway East Ste 2 #1010,
Vestal, NY 13850
619-983-6644.
Please note the following:
- You are responsible for covering the shipping costs for returning the item, and these costs are non-refundable. If a refund is issued, the return shipping cost will be deducted from your refund. We recommend keeping your tracking number to monitor the return shipment.
- Do not ship any orders back without an authorized return label.
- Due to the unique nature of the products we offer, we do not provide exchanges. It is possible that we may no longer have the materials needed to recreate the specific design you purchased.
- Returns are only accepted for products purchased through the Josanne Murer website. We do not accept returns for items bought from our retailers. If you purchased a product from one of our retailers, please contact the retailer directly for returns or exchanges.
Once we receive your returned item(s), we will inspect their condition and process your return within 5-10 business days. Please allow this time for us to complete the return process before inquiring about the status. Customers who made their purchase with a credit card should allow 1 to 2 billing cycles for the refund to appear on their statements. You will receive an email notification from us once your return has been processed and your refund is on its way.
Please note that we reserve the right to refuse any return product(s) at our sole discretion.
Damaged Item Return:
The following items cannot be returned:
- Any items marked as Final Sale. No exceptions will be made for issues regarding sizing, fit, or fabric. If you have any questions about a Final Sale item, please contact our Customer Service team before completing your purchase. Additionally, items purchased as gifts are still subject to our Final Sale policy and cannot be returned.
- Products purchased through Klarna.
- Used or damaged products resulting from the purchaser's negligence, including but not limited to overstuffed items, improper cleaning or maintenance, and mishandling.
- Sale items are considered Final Sale.
- Bundles are considered Final Sale.
- Sample Sale styles are always Final Sale.
If you have received a product that you believe is defective, please contact our customer service team using the provided contact form to initiate a refund process. We will accept imperfect items for a refund.
Please note that slight variances in product pictures, such as pattern placement or colors, are not considered defects as each item may be unique.
Exchanges:
Unfortunately, I do not accept exchanges since my company does not offer replicas of my designs. Each piece is handmade and considered to be exclusive and one-of-a-kind.