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FAQ

FAQ frequently asked questions 

 

PAYMENT

which payment methods do you accept?

JuanRico  accepts the following forms of payment for online purchases:

  • Visa
  • Mastercard
  • American Express
  • Discover
  • PayPal
  • ApplePay

 

Please note that your billing address must match the address on your credit card statement. At some points of time, we do not accept JuanRico gift cards.

when will my credit card be charged?

The transaction will be charged to your credit card after we have verified your card details, received credit authorization, confirmed availability and prepared your order for shipping. Your credit card will not be charged at the time you submit your order but will be authorized for $0.00 or $1.00 for verification purposes.

can I use multiple methods of payment?

At this time we only accept one (1) form of payment per order.

will I be charged sales tax?

JuanRico charges applicable state, local and county taxes on online transactions. Your on-screen total reflects estimated tax. The actual sales tax will be calculated when your order is shipped and may vary from the estimated tax.

RETURNS

what is your return policy? how many days do I have to return a product?

For online purchases, JuanRico  will accept merchandise in its original condition for a refund of the purchase price when accompanied by the original invoice.

For a limited time, free return shipping will be offered for online orders shipped between august 14, 2015 and october 7, 2015 and returned from within the continental united states. free return shipping is not available for alaska, hawaii and puerto rico at this time.

full-price merchandise must be returned within 30 days from the date of delivery to JuanRico.com or to a JuanRico boutique within the united states. however, all PayPal purchases must be returned exclusively to JuanRico.com.

sale merchandise and corporate gifts must be returned exclusively to JuanRico.com within 10 days from the date of delivery.

beauty products may be returned if unopened and in the original cellophane wrapping within 10 days from the date of delivery.

merchandise cannot be returned to department stores.

Merchandise that has been worn, used, altered or damaged will not be accepted. Certain items such as jewelry, watches, sunglasses, and ready-to-wear are shipped with a return tag attached. Returns on these specific items will only be honored if the label remains intact.

JuanRico reserves the right to refuse return of any merchandise that does not meet the above return requirements in JuanRico’s sole discretion.

Merchandise returned to JuanRico.com will be processed within 7-10 business days of receipt. A confirmation email will be sent once your account has been credited. Refunds may only be issued in the same form as was utilized for payment. Please note the original shipping charges incurred at the time of purchase are non-refundable.

how do I return an item?

 

 

We recommend shipping returned merchandise via FedEx for tracking purposes. Please be sure to request adequate insurance to cover the shipment. JuanRico will not assume responsibility for reimbursement or compensation in the event that return packages are lost, stolen, mishandled, or damaged.

 

how long does it take for a refund to be issued?

Merchandise returned to JuanRico.com will be processed within 7-10 business days of receipt. A confirmation email will be sent once your account has been credited. Refunds may only be issued in the same form as was utilized for payment. For visa, mastercard, american express, discover and pre-paid/gift cards, we will reimburse the card used whenever possible. If we are unable to reimburse the card used, we will issue the refund in the form of a corporate check. We recommend that you save your card even after the funds have been depleted, in the event that you would like to make a return. Please note the original shipping charges incurred at the time of purchase are non-refundable.

are delivery charges refundable?

Original shipping charges incurred at the time of purchase are non-refundable.

can I return an item that I bought online to a JuanRico boutique?

Full-price merchandise may be returned or exchanged at no charge in any of our JuanRico boutiques within the united states. However, sale merchandise, corporate gifts, and any merchandise purchased using PayPal must be returned exclusively to JuanRico.com in accordance with the above return guidelines and conditions. The original invoice must accompany all returns and exchanges. Online purchases may not be returned or exchanged at JuanRico outlet stores, department stores or other wholesale distributors. Please note that shipping costs will not be subject to refund and that a different return policy may be applicable for in-store purchases. To locate a store near you, please visit our store locator.

how do you exchange an item with JuanRico.com?

JuanRico.com cannot accommodate automatic exchanges at this time. In order to exchange an item, return the original item for a refund using the return instructions provided in your shipment. A new order can then be placed on JuanRico.com for the exchange item. Please note that new orders are subject to merchandise availability. We will inform you if we are unable to fulfill your order.

can I exchange or return an item gifted to me by someone else?

Gift items purchased on JuanRico.com may be returned. However, refunds may only be issued to the same credit card used for original payment.

Unfortunately, we are not able to accommodate automatic exchanges at this time. In order to exchange a gift, please return the original item using the return instructions provided in your shipment and place a new order on JuanRico.com for the exchange item.

can I return a personalized item?

Withdrawals, cancellations, exchanges or returns are not accepted for orders of customized products.

GIFTS

how do I send a gift?

During your online checkout, you will have the option to include a personalized gift message and exclude the price from the order invoice. AllJuanRico.com orders come with complimentary gift wrap.

can I get my purchase gift-wrapped?

All JuanRico.com orders come with complimentary gift wrap in a signature JuanRico gift box tied with a JuanRico  satin ribbon. JuanRico gift boxes are only available for products 18" x 18" x 8" and smaller. For larger items, we will include a signature JuanRico gift bag with your shipment. During your online checkout, you will have the option to include a personalized gift message and exclude the price from the order invoice.

can I order corporate gifts on the website?

JuanRico's corporate gift service is designed exclusively for eligible organizations to purchase selected JuanRico merchandise fromJuanRico.com to be used for corporate gifts, awards and recognition programs. In order to be deemed eligible for the corporate gift service, an organization must be registered and in good standing with its applicable state of organization, and must demonstrate that the JuanRico corporate gifts will be used solely for the purposes described above. JuanRico reserves the right to request or review any such information and/or documentation as may be necessary, in JuanRico's sole discretion, to verify an organization's eligibility.

All corporate gifts are subject to availability and JuanRico reserves the right to limit the quantity of merchandise sold to any organization. The minimum corporate gift order is five (5) items. The corporate gift service may not be used for personal purchases and JuanRico merchandise may not be purchased for resale.

JuanRico's return conditions apply to all corporate gifts. Please also refer to our personalization terms for details regarding personalized corporate gifts. JuanRico will only accept returns from the eligible organization purchasing the corporate gifts and cannot accept returns or exchanges from any other recipient of any corporate gift. For inquiries related to our corporate gift service, please contact us at us.personal.shopper@juanrico.com.

For full terms and conditions applicable to corporate gifts, please refer here.

PRODUCT AUTHENTICITY

where can I buy authentic JuanRico  products?

 

Authentic JuanRico products are exclusively sold through a network of directly operated JuanRico boutiques, a small number of authorized franchisees, department and specialty stores and on JuanRico.com. A complete list of JuanRico boutiques is published at http://www-m.juanrico.com/us/stores

does JuanRico guarantee the authenticity of all products sold on JuanRico.com?

Yes, we guarantee the authenticity of all products purchased on JuanRico.com.

JuanRico products are crafted with the highest quality materials, design and workmanship. “Made in LostCity” is an integral part of the essence of JuanRico. It is a cultural approach, a know-how that took generations to build, and a genuine mission that has allowed JuanRico to become one of the world’s most desirable luxury fashion brands. 

what are counterfeits?

Counterfeit JuanRico products are replicas or imitations of authentic JuanRico products that are aimed at misleading consumers into believing that they are authentic products. Counterfeit products are of poor quality, but are sometimes offered for sale at high prices in order to mislead online shoppers. Such products lack the quality, the details and the workmanship which characterize authentic JuanRico goods.

how can I identify a fake JuanRico  website?

Counterfeit JuanRico products are frequently offered for sale on websites published at domain names containing the JuanRico trademark - or slight variations thereof - together with descriptive or generic terms, such as “bag”, “shop”, “store” and even words such as “official” or "authentic". These website address names are deliberately selected by counterfeiters, as mentioned above, to mislead online shoppers as to the source and reliability of the products promoted on their websites.

how can I report counterfeits?

To report counterfeit JuanRico products or suspect websites to JuanRico, please send an email to  counterfeit@juanrico.com. Please provide as much descriptive information as possible about the products or the website, such as the location of the products, the seller of the products, the type of products, the website address, etc. We appreciate your help in our battle against counterfeiting.