F.A.Q.

You can open a new account by clicking on the avatar icon at the top right of the home page. A window will open: click on REGISTER and fill out the form.
To open an account you need the following information: name, surname, email address and a personal password. You can change your personal information at any time. This information is confidential and will not be disclosed to third parties.

To change your password click on ACCOUNT. Here you will find the link to proceed: set the new password and click on SAVE.

All Julie Cassel products can be purchased:

• through the website www.juliecassel.com
• through social media Instagram Facebook

You can pay for your purchases via:

• Credit card
• Bank transfer
• You can also pay in installments through the service offered by KLARNA and PAYPAL

Yes. The technology used by the sites of our financial partners and a 128-bit encryption system allow absolute protection in the processing of sensitive data.

The 128bit SSL3 system protects the transmission of data from the browser to the bank's server, making it inaccessible to third parties.

Julie Cassel respects and protects the privacy of its customers, in compliance with current regulations (EU Regulation 2016/679 of the European Parliament and of the Council of 27 April 2016). We would also like to remind you that Julie Cassel's staff is not aware of the credit card numbers used for online purchases, as transactions take place via a secure server external to our office.

Express shipping is available to most of Europe and USA with delivery within 2-4 days. Available for the rest of the world with delivery within 3-7 days.
Our shipping times should be used as a guide only and are based on the time at the time of shipping. Julie Cassel cannot take responsibility for delays due to customs clearance or failure to pay duties due in your country, but in any case we try to minimize any delays.
Your orders can be delivered by DHL, DPD, GLS, FEDEX.
All products are shipped from Italy and are all Made in Italy

For products where free shipping is not available, the shipping costs are automatically calculated by the system and displayed on the order confirmation screen, before the customer is asked to complete the order process.
Shipping and ancillary costs vary according to the type of payment chosen, the place of delivery, the total order, the weight, quantity and size of the packages (parcels). To find out more, visit the "DELIVERY TIME & COSTS" page.

Julie Cassel reflects the actual availability of the products in our warehouses.
If a size is not available, you can contact customer service to find out if the item will be restocked and reinserted in the site catalogue.

Especially at the beginning of the sales season, both some products and permanent ones are restocked every week, therefore we invite you to enter your email on the product page if your size is not available; the automatic system will notify you with an email if the product is back in stock.

Yes. It is necessary to promptly contact our Customer Service at customerservice@juliecassel.com or call +39 081 1809 8033.
It is not possible to cancel your order if the shipping procedure has already been prepared and started by logistics, but you can activate the return procedure by visiting the "Right of Withdrawal" section. For more information on how to cancel and return an order, visit the "Returns and Refunds Policy" section.

The right of withdrawal can be exercised without any penalty and without specifying the reason within fourteen days. The Customer must send any explicit declaration of his decision to withdraw from the contract to the customer service, provided that it is in written form and signed by the consumer. The shipping costs for the return of the product(s) are borne by the consumer.

Yes, pursuant to art. 16, paragraph (b) Directive 2011/83/eu of the European Parliament and of the Council of 25 october 2011, and art. 47 paragraph 2 of the Italian Consumer Code, the provisions relating to the right of withdrawal do not apply to contracts negotiated outside commercial premises for which the consumer has paid a fee equal to or not exceeding 50 euros (so-called small value contracts).

No, to exercise the Right of Withdrawal the Products must not have been used, worn or washed.

Yes, only once and if the size is available. The costs of round trip shipping the products are paid by the consumer. To learn more about the shipping costs visit the "DELIVERY TIME & COSTS" page.

No, to exercise the Right of Withdrawal the products must not have already been replaced and/or changed in size.

The Products must be returned via a reliable courier deemed most convenient by the consumer and exclusively to the address indicated by Julie Cassel (deliveries to collection points are not accepted), within fourteen days from receipt of the item or from the date of the first delivery attempt.
The Products must be returned in the same conditions as they were received, including the original product box, any accessories (laces, buckles, friezes, dustbag, temples ...) and inserted in another package to protect the original box during transport.

Except for any repair costs for damages found to the original packaging and/or missing accessories, Julie Cassel will refund the customer the amount already paid for the product, excluding transport costs, via a reversal procedure on the same original payment system, within thirty days of the date of receipt of the return.

To correctly view the pages of Julie Cassel's website you must use a browser that supports JavaScript and accepts cookies. For information on how to activate cookies visit http://www.google.com/cookies.html. If you have problems viewing or placing an order, you can contact Customer Service by email at customerservice@juliecassel.com or by calling +39 081 1809 8033.

What is PSD 2?

PSD 2 is a new European directive introduced to make online payments safer. When you place an order online using a card, your bank will ask you to confirm your identity via the 3D Secure service.

What are the payment steps when placing an order?

When you place an order in Europe, you may be redirected to the 3D Secure service page from your bank. There are many ways to authenticate online payments, from the confirmation code sent via SMS or email to Touch ID. Once your payment is authenticated and your order is placed, you will be redirected back to the confirmation page. You will receive an email as soon as your order is confirmed.

How will the bank confirm my identity?

Contact your bank for more information on the 3D Secure authentication process. Make sure the contacts you gave them are correct in order to receive authentication SMS or emails.

I can't place an order, what can I do?

No problem, contact our Customer Service to place your order by phone.

I have more questions about payment, who can I contact?

Our Customer Service is at your disposal for any question or doubt.