We want your cup wraps to arrive ready for your next creative project. If something is not right, our livestream team is here to help.
Damaged products or quality issues
If you receive a damaged product or notice a quality issue, contact our livestream team as soon as reasonably possible. Include your order reference, your TikTok username if used for the order, and clear photographs or a short video showing the affected product. Photographs of the parcel packaging can also help us understand shipping damage.
Our replacement process
- Contact the livestream team or use one of the contact channels below.
- Explain which item is affected and provide the available order details and photographs.
- Once the issue has been confirmed, we will arrange replacement of the damaged or quality-affected product. We will confirm the next steps with you.
Please keep the affected item and packaging while we review the issue. Do not send products back without first contacting us; we will confirm whether a return is needed and provide the correct instructions. The contact address below is not an automatic return authorisation.
Missing, incorrect or unavailable items
Contact us if an item is missing or differs from the confirmed order. We will review the order and discuss an appropriate resolution. If an agreed replacement cannot be supplied, contact us to discuss the remedies available for your situation, including any refund or other remedy required by applicable law.
Changes of mind and cancellations
Contact our team before returning an item or requesting cancellation so we can check the order status and the rights that apply to your purchase. This page does not set a general voluntary change-of-mind return period. Any mandatory cancellation or return rights available under applicable law remain unaffected.
Deposits, balance payments and refunds
For livestream orders paid in stages, a deposit and a balance payment relate to the same confirmed order. If you paid the wrong amount, selected the wrong payment option or believe you paid twice, contact us with the relevant order references. We will review the payment records and discuss the appropriate correction. No payment is described here as automatically non-refundable. Where a refund is agreed or legally required, we will confirm the amount, method and expected processing steps with you.
Your consumer rights
Our replacement process does not exclude or limit any statutory right to a repair, replacement, cancellation, price reduction or refund that applies to your purchase. We will handle a request according to the issue, the order details and applicable law.
Contact us
Questions about this policy? Contact Julia DIY at [email protected] · WhatsApp: +86 187 0733 1170.
Contact address: Room 2402, Building 8, Yidu Xintiandi, No. 277 Hongqi North Road, Tianxin Subdistrict, Shifeng District, Zhuzhou, Hunan, China.