We believe in transparency, trust, and a premium gifting experience. This policy answers your most common questions quickly and clearly.
1. Customer Support
- Contact us through the website form or WhatsApp at +9613449597
- Support hours: Monday to Friday: 9 AM – 6 PM, Saturday: 9 AM – 12 PM
2. Shipping Policy
Coverage
- We ship to Lebanon and worldwide
Delivery Times
- Local (Lebanon): Up to 5 business days
- International: Varies by courier, destination, and product type
Shipping Fees
- Calculated and displayed at checkout
- Free local delivery on orders over $150
- Express delivery available at additional cost
- International shipping fees depend on the courier, delivery location, and item ordered
Packaging & Gift Presentation
- Each gift includes:
- A Mr. Julz greeting card with a space for your personal message
- An authentication card with the order code and a website link as a reference to product instructions
- Wrapping paper is included by default and wrapping is done if the option is selected
Gifting to Others
- You can send gifts directly to someone else by entering their name and address under the shipping section
- For direct-to-recipient orders, payment must be made via Whish
- Delivery times remain the same
- The order will be processed starting the date and time the Whish payment is completed
3. Payment Policy
Accepted Methods
- Cash on Delivery (Lebanon, non-personalized items only)
- Whish for:
- All personalized products (prepaid only)
- All direct-to-recipient orders
- Optional for non-personalized items
Prepayment Required
- All personalized products and direct-to-recipient orders must be fully prepaid via Whish
Security
- Whish is a secure payment gateway
Note: Some product-specific exceptions may apply. These will be noted on the individual product page.
4. Returns & Exchanges
Returns (Damaged/Defective Items)
- Accepted within 20 days of purchase
- Conditions:
- Must include a photo of the product
- Must present the authentication card
- Outcome: The same product will be resent
- Delivery fees are covered by Mr. Julz
- No refunds are issued
Exchanges (Non-Personalized Items Only)
- Accepted within 20 days of purchase
- Conditions:
- Product must be sealed, unused, and include the authentication code
- Sale items are exchangeable, based on the price paid and in accordance with this Exchange Policy
- Delivery fees are covered by the customer
How to Request
- Reach us via Contact Us form or WhatsApp
- We’ll guide you through the return or exchange process
Note: Personalized or customized products cannot be cancelled, returned, or exchanged.
5. Product Authenticity & Quality
- All products are tested for functionality and quality before being listed
- Some are exclusively developed for Mr. Julz
- If the product isn’t factory-sealed, it’s inspected by our team before shipping
- Warranties apply only if offered by the original brand
6. Order Cancellation
- Non-personalized items: Can be cancelled within 24 hours of ordering
- Personalized/customized products: Cannot be cancelled once the order is placed
7. Privacy & Data Protection
- We collect only what’s needed: name, email, phone number, and delivery address
- Data is used exclusively for order processing and communication
- Stored securely in our internal system
- Shared only with delivery providers when necessary
8. Responsibility Disclaimer
- Mr. Julz is not liable for shipping delays caused by third-party couriers
- All transactions are secured and processed through Shopify
9. Policy Updates
- We may update this policy without prior notice
- All updates will be announced via Instagram Highlights
10. Customer Satisfaction
What you see is what you get.
All products are curated, tested, and selected for their quality, functionality, and impact.