We're Sorry for the Inconvenience!

We understand that receiving a damaged or defective product is frustrating. We're here to help and make the resolution process as quick and simple as possible for you. To efficiently process your claim and ensure the best solution (replacement or refund), we require some essential information.

What We Need From You

To process your request, please send us the following items:

1. Your Order Number: [Your Order Number, e.g., #12345]
2. Photos of the Damage:
   • 2.1 Clear, close-up shots distinctly showing the defect or damage to the product.
   • 2.2 A full photo of the entire product or artwork to provide context for the damage (e.g., the complete canvas, not just a tear).
3. Photos of the Packaging:
   • 3.1 Photo of the Package Shipping Label: A clear and legible photo of the shipping label with all text and barcodes clearly visible.
   • 3.2 Photo of the Inside Packaging: A photo of the package from the inside, showing how the product was protected (bubble wrap, cardboard corners, foam, etc.).
   • 3.3 Photo of the Outside of the Package: A photo of the exterior of the box or package, showing its general condition, including any signs of impact or visible damage on the outside.

How to Submit Your Information

Please send all information and photos to our support email address:

support@julialawall.com

Email Subject Line: Defective Product Claim - Order #[Your Order Number]

Important Notes

• Photo Resolution: Ensure all photos are high-resolution and clear, with good lighting. The clearer the photos, the faster we can assess your case.
• File Size: Feel free to send photos in their original or large size for the best quality. If the files are too large for email, please use a file-sharing service (like Google Drive, Dropbox, WeTransfer) and send us the link.

Next Steps & What to Expect

1. Confirmation: Upon receipt of your email, we will send a confirmation within 2 business days.
2. Analysis: Our team will review the provided information and photos. This process typically takes 2 to 4 business days.
3. Resolution: We will contact you to inform you of the resolution. This will typically involve sending a replacement product or issuing a full refund to your original payment method. As an alternative, if you prefer, we can offer store credit. A partial refund may be offered for minor defects if mutually agreed upon by both parties.

Reporting Deadline

It is crucial that you report any defect or damage within 7 calendar days of receiving your order. Claims made after this period may compromise the insurance and replacement process.