frequently asked questions

Shipping costs to Luxembourg are €9,95. Orders over €75 are shipped free of charge.

Orders placed before 10:00 PM are typically sent the same evening and delivered the next day.

Please note: No deliveries on Sundays. Around holidays it may occasionally take longer for your order to be delivered. Be kind to your mail carrier!

Unfortunately it's not possible to make a change to your address once you have completed your order. Please give us a call and we will change it for you. We can't be reached at night. Have you made an error in your shipping details after working hours? Please send us an email and we'll try and correct it as soon as possible.

You will receive a track-and-trace code from us via email as soon as your order has left our warehouse. This code allows you to track your order. It may take until after midnight for the schedule to be available with the courier services.

Have you checked your spam folder? Sometimes our emails are wrongly marked as spam. Is the email not in your spam folder? If you haven't received any emails from us, it is possible you might have made a mistake whilst typing in your email address. Call or email us and we'll make sure all is well with your order.

Please check the track and trace information you received via email. The order confirmation email also contains a link to the order page where you can view the track and trace details. If this doesn't provide clarity, feel free to give us a call, and we will be happy to assist you. If you have your order number or the name/email address used for the order, we can quickly locate your order.

If you are not satisfied with a purchase, it is usually possible to get a refund by returning the product. For this, we have the following rules:
- You do not have to provide a reason for returning and requesting a refund. - We must receive the product back within 30 days of purchase.
- The product must be unused and in new condition.
- The customer is responsible for covering the return shipping costs.
- Once we have received the product, we will refund the product price to your account. Please note: this is the product price excluding shipping costs.
- Don't forget to include the invoice, your address, and bank account details with the return package!

We will always strive to provide you with the best service possible. If you have any questions, feel free to send us an email at info@sam-julia.com.

RETURN ADDRESS:
Sam & Julia - The Mouse Mansion
Muntplein 8
1012 WR Amsterdam
The Netherlands

At the moment it isn't possible to add a personal message to an order nor is it possible to gift wrap orders. If you would still like to send the order to someone else, as a gift you can of course simply add the address of the intended receiver instead of your own.

Attention: bear in mind the receiver will not know the package came from you. There are no prices mentioned on the receipt accompanying the order.

Tip: send a fun email with the track and trace code to notify the intended receiver! That way they'll know what's coming and who it's coming from.

There can be different reasons why your discount code isn't functioning properly. The best thing to do is call us, or send us an e-mail, we're here to help!

Most common:
1. There is a set price for books in most of Europe. It is not legal to sell books under the set price. This to protect both the author and the publisher. This is why it isn't permitted to give a discount on books.
2. We offer a welcome discount code to new customers. This discount code can only be used once, on a first order. If we've already processed an order from your email address, it isn't possible to order with a discount again.
3. Our discounts, such as the welcome discount, are not valid for digital products. They also cannot be combined with other discounts, such as our bundle deals.
4. Some discounts are only valid a certain period of time. It is possible your discount code is invalid.

When a product is sold out, you can make use of the automated back in stock notification button. This button is placed next to the product on the product page. If you do this, we'll notify you immediately when the product is back in stock.

Email: info@sam-julia.com
Chat: via the chat icon on www.sam-julia.com 

We can be reached on business days between 9:00 AM and 5:00 PM.