FAQs

 How should I wash and care for my items?

Turn sweatshirts inside out, wash in cold water, and line dry. We don’t recommend using a tumble dryer, but if you must, use the lowest setting to protect both the fabric and the print. To avoid shrinking, stick to line drying. Please don’t iron — some prints are heat-cured and may melt.

What payment methods do you accept?

We accept major debit and credit cards, PayPal, and Apple Pay. We don’t accept money orders or purchase orders.

What is your refund policy?

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. Our return warehouse is located in the UK. You are responsible for the cost of sending returns back to us.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at jillian@shopheyjuliana.com – If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

What countries do you currently ship to? 

We currently only ship to the UK & US. 

How much does shipping cost?

Shipping is free for all orders in the UK and US.

How long does shipping take? 

All of our products are made to order, helping to reduce our environmental impact.It takes 2-5 business days to fulfil an order, after which it’s shipped out. The shipping time depends on your exact location, but typical shipping times are 5-10 business days.

We work with an on-demand order fulfilment company using production centres based in the UK and US.

Can I get a custom version of the 'school of salsa' sweaters? 

Yes! Get in touch with by emailing hello@shopheyjuliana.com and we can design a custom school of salsa varsity-style sweater for you.  

How do I cancel my order?

If your order hasn’t shipped yet, we can cancel it and issue a full refund. Email hello@shopheyjuliana.com with your order number (or reply to your confirmation email).

If your order has already shipped, we can’t cancel it, but you can return the item(s) for a refund (minus shipping).

I received the wrong item.

Contact us at hello@shopheyjuliana.com with your order number, a description of what you received, and (if possible) photos of the item. We’ll sort it quickly and send the correct item your way.

My order arrived damaged or defective.

Email us with your order number, a description of the damage, and photos if you can. We’ll review whether it happened in transit or during production and ship a replacement within 2 business days once confirmed. You’ll get a new shipping confirmation when it’s on its way.

My order shipped but never arrived. 

If your package hasn’t shown up, don’t worry — our replacement policy covers lost shipments. To send a replacement, we’ll first confirm your shipping address to make sure there weren’t any delivery issues. If the address needs to be updated, a second shipping fee will apply.

I need to update my shipping address.

If your order hasn’t shipped yet, email us right away with your order number and the correct address.

Unfortunately, we can’t reroute packages once they’ve shipped. If your order is already on the way to an incorrect address, we can reship to the correct one for an additional shipping fee.

Can you ship to addresses in other languages?

Our system can’t process non-English characters on shipping labels. Please enter your address using English characters, or send us a translation so we can ensure it’s accurate.

How long will it take to ship my order?

All of our products are made to order, helping to reduce our environmental impact. Most orders are packed and shipped within 2–5 business days. Delivery then typically takes 5-10 business days, depending on location. Orders placed late in the week may ship the following Monday. You’ll receive a shipping confirmation with tracking details once your order leaves our warehouse.

We ship Monday–Friday, excluding public holidays. Pre-order and backorder items will ship once all items in your order are ready.

I never received a confirmation email.

Check your spam or promotions folder first — sometimes confirmation emails land there. If you still don’t see it, email us and we’ll be happy to help.