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Frequently asked questions
Cancel Julep: The Right Way to Protect Your Wallet
How to cancel your Julep subscription and recover costs
What is Julep and why australians are cancelling
Julep is a US-based beauty brand that sold nail polish, makeup, and skincare products primarily through a monthly subscription model called Maven. The Maven programme operated across two tiers-a customisable option and a premium Luxe tier-and delivered curated beauty boxes to subscribers worldwide, including Australia. In 2019, Julep retired the Maven subscription programme, pivoting to direct product sales instead. Subscribers were issued store credit or gift cards rather than refunds, a decision that frustrated many customers.
If you held a Maven subscription during its active years or still have prepaid Julep credit sitting unused, cancelling your account and understanding your consumer rights is essential. Yafee has observed that Australians frequently discover forgotten subscriptions and unused credits from discontinued beauty boxes, and Julep is among the services most often flagged for unexpected charges.
Why australians are cancelling Julep
Public complaints reveal a consistent pattern: subscribers signed up for Maven's promised value but faced frustration when managing or cancelling their subscriptions. Common issues include unclear renewal windows, tight cut-off dates that triggered unexpected charges, and inconsistent responses from customer service across different contact channels.
When Julep retired Maven in 2019, the company chose to issue store credit instead of cash refunds. Many customers never redeemed this credit, leaving them out of pocket. For those who continued paying after the programme changed, or who received gift cards they forgot about, charges accumulated quickly. Understanding how to cancel and claim your consumer rights under Australian Consumer Law is your strongest protection.
The financial impact of staying subscribed
Historical Maven subscription tiers cost between approximately AUD 37 and AUD 60 per month. For subscribers who continued paying after 2019, or who held unredeemed gift cards, those monthly charges compound rapidly. Yafee helps Australians audit recurring charges they no longer need, and Julep remains one of the beauty subscriptions most commonly discovered in forgotten account reviews.
Historical Julep maven pricing in australian dollars
The table below shows the two main Maven subscription plans as they operated before retirement in 2019, converted to approximate AUD at January 2026 exchange rates.
| Plan name | What you received each month | Historical price (approx AUD) |
|---|---|---|
| My Maven | Customisable monthly box with around AUD 40+ in product value, exclusive discounts, and early sales access | Approx AUD 37.36 per month |
| Maven Luxe | Curated premium box with full-size prestige items, higher product value, and additional member perks | Approx AUD 59.75 per month |
Your consumer rights under australian consumer law
Your right to cancel a subscription in Australia is protected by the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010). This framework gives you specific protections when dealing with subscription services, particularly around transparency and cancellation processes.
What the australian consumer law says about cancellation
Under the Australian Consumer Law, a trader-including Julep-must not engage in misleading or deceptive conduct when selling subscriptions or managing cancellation requests. Specifically, you have the right to clear information about:
- The full cost of your subscription and billing frequency
- How to cancel your subscription and any cancellation fees that apply
- The exact date your cancellation becomes effective
- Confirmation that no further charges will occur after cancellation
If Julep fails to provide this information clearly, or if the company continues charging you after you have cancelled, you can lodge a complaint with the Australian Competition and Consumer Commission (ACCC). The ACCC enforces consumer law across Australia and investigates breaches on behalf of consumers.
Your legal position when cancelling
You have the right to cancel your Julep subscription without penalty or undue delay. If you subscribed to Maven before 2019 and were issued store credit instead of a refund when the programme closed, you may have grounds to dispute this under the Australian Consumer Law if Julep did not seek your explicit consent to convert your prepaid amount into credit. Store credit is not a substitute for a refund unless you agreed to this exchange in writing.
If Julep continues to charge your payment method after you have submitted a cancellation request, document the date and time of your cancellation request and gather proof of all charges thereafter. This evidence will support a chargeback claim with your bank or a complaint to the ACCC.
How to contact Julep and submit your cancellation request
Julep operates from the United States and does not maintain an Australian office or local phone line. You must reach Julep through US-based contact channels, which means accounting for time zone differences and potential delays in response.
Contact methods for cancellation
Yafee recommends choosing your contact method based on how urgently you need written confirmation of your cancellation. Each method has different response times and documentation value.
- Call Julep's US customer service line
- Dial 1-877-651-3292 (toll-free from Australia)
- US Pacific Time runs 17 to 18 hours behind Australian Eastern Time
- Call in your late evening (early morning US Pacific) for the shortest wait times
- Ask the representative to confirm your cancellation is effective immediately and request a reference number
- Note that a phone call alone may not provide you with written proof of cancellation
- Email Julep's Maven subscription team
- Send your cancellation request to [email protected] (primary Maven contact address)
- Include your full name, account email, and the date you wish the cancellation to take effect
- Explicitly request written confirmation of your cancellation from the customer service team
- Email provides a permanent record of your cancellation request with a timestamp
- Expect a response within 5 to 10 business days (US processing time)
- Alternative email addresses for escalation
- If [email protected] does not respond within 10 days, try [email protected] or [email protected]
- Reference your original request date and request confirmation that it has been processed
- Send each follow-up email as a new message with "URGENT: Cancellation Confirmation Required" in the subject line
Step-by-step cancellation process
Follow these steps to cancel your Julep subscription and create a clear audit trail of your request.
- Gather your account information
- Locate the email address associated with your Julep account
- Find your customer account number or order history if available
- Note the date you first subscribed and the plan you held (My Maven or Maven Luxe)
- Compose your cancellation email
- Send a clear, professional email to [email protected] with the subject line "Subscription Cancellation Request"
- Include: your full name, account email address, the date you wish cancellation to be effective (ideally immediately), and a request for written confirmation
- Example text: "I request immediate cancellation of my Julep Maven subscription effective [today's date]. Please confirm this cancellation in writing and confirm that no further charges will be processed."
- Keep the email brief and avoid emotional language-customer service staff respond faster to clear, factual requests
- Send and document your request
- Send your email and save a screenshot of the sent message, including the timestamp and recipient address
- Forward a copy of your sent email to your own records email address as backup
- Note the exact date and time in your calendar
- Monitor your payment method
- Check your bank statement or credit card account every 3 to 5 days for the next 30 days
- Watch for any charges from Julep, Maven, or related merchant names
- If a charge appears after your cancellation request, flag it immediately
- Follow up if you do not receive confirmation
- If Julep does not respond within 10 business days, send a follow-up email to [email protected] with "URGENT: Cancellation Confirmation Required" in the subject line
- Reference your original request and request acknowledgment
- If still no response within 5 more business days, email [email protected] or [email protected] with the same subject line
- Request a chargeback if charges continue
- If Julep charges you after your cancellation request and does not respond, contact your bank or credit card issuer immediately
- Provide your bank with copies of your cancellation email and any Julep responses
- Request a chargeback for unauthorised charges under Australian Consumer Law protections
- Your bank will investigate and may reverse the charges within 30 to 60 days
Refunds and recovering prepaid credits
The refund outcome depends on when you subscribed and whether you are still within Julep's cancellation window.
If you are currently subscribed
When you cancel your Julep subscription, no further charges should be processed after your cancellation date. If you have a prepaid balance or monthly subscription active, ask Julep's customer service whether you are entitled to a pro-rata refund for any unused portion of the current billing period. Under the Australian Consumer Law, Julep should not charge you for services you do not receive, so if your cancellation is effective mid-month, you have grounds to request a refund for the unused portion.
If you hold unredeemed store credit from 2019
Many subscribers who held Maven accounts in 2019 received store credit or gift cards when Julep retired the programme. If you never redeemed this credit and wish to cancel your account entirely, Yafee recommends requesting a cash refund for the unused balance. Under the Australian Consumer Law, store credit issued as a substitute for a refund without your explicit written consent may be considered misleading conduct. Contact Julep and state that you require a refund, not credit, for your prepaid amount. If Julep refuses, lodge a complaint with the ACCC.
Chargeback process if refund is refused
If Julep refuses to refund prepaid amounts or continues charging you after cancellation, contact your bank immediately:
- Gather all proof: emails, screenshots, charge confirmations, and cancellation requests
- Call your bank and request a chargeback or dispute for unauthorised charges
- Your bank will investigate and may recover the funds within 30 to 60 days
- If the chargeback is successful, Julep will be notified and the funds returned to your account
Common mistakes to avoid when cancelling
Cancelling a subscription can feel straightforward, but several pitfalls catch unwary consumers and delay your resolution. Being aware of these traps will help you cancel cleanly and maintain strong evidence of your request.
Assuming a phone call alone is proof of cancellation
Many customers call Julep and speak to a representative who verbally confirms their cancellation, then assume the process is complete. Verbal confirmation is not sufficient evidence if Julep later claims it never received your cancellation request or if charges continue. Always insist on written confirmation via email, and ask the phone representative to send a follow-up email with a cancellation reference number within 24 hours.
Not checking your payment method for 30 days
Julep's billing system may take 5 to 10 business days to fully process your cancellation request. Even after you receive confirmation, charges may appear if the company's payment processor was not updated immediately. Check your bank account every 3 to 5 days for 30 days after cancellation. If an unexpected charge appears, you have stronger grounds for a chargeback if you can prove the charge occurred after your documented cancellation request.
Accepting store credit as a final answer
If Julep offers store credit instead of a cash refund for a prepaid balance, do not accept it unless you explicitly agree to this arrangement in writing. Under the Australian Consumer Law, you have the right to a refund for services not rendered. If Julep insists on store credit, request the refund in writing and, if refused, escalate to the ACCC.
Using informal language or emotional tone in cancellation emails
Customer service staff process requests faster when emails are brief, professional, and factual. Avoid phrases like "I am frustrated" or "This is unacceptable." Instead, write: "I request immediate cancellation effective [date]. Please provide written confirmation." A clear, neutral tone increases the likelihood of a prompt, documented response.
Not saving proof of your request
Always save screenshots of emails you send, including the timestamp and recipient address. Forward copies to your own email address as a backup. If you call Julep, note the date, time, representative name, and reference number immediately after the call. This documentation is essential if you later need to dispute a charge or file a complaint with the ACCC.
What happens after your cancellation is processed
Once Julep confirms your cancellation in writing, your subscription ends and no further charges should occur. Understanding what to expect in the days and weeks following cancellation will help you verify that the process worked correctly.
Your cancellation confirmation checklist
After you receive written cancellation confirmation from Julep, verify that these elements are included:
- Your full name and account email address
- The exact date your cancellation became effective
- A statement that no further charges will be processed
- A cancellation reference number or order ID for your records
- An instruction to contact customer service if any charges appear after this date
If your confirmation email lacks any of these details, reply immediately and request clarification. A complete confirmation protects you if a dispute arises later.
Monitoring charges in the 30-day window
Continue to check your bank account and credit card statements weekly for 30 days after your cancellation date. Watch for:
- Charges from "Julep", "Maven", "Julep Digital", or similar merchant names
- Charges from payment processors acting on Julep's behalf
- Partial or full refunds appearing (these confirm your cancellation was processed)
If a charge appears after your cancellation date, contact your bank immediately and request a chargeback, citing your cancellation email as proof.
Deleting your account (optional)
Cancelling a subscription stops recurring charges, but it does not automatically delete your account data from Julep's systems. If you wish to request deletion of your personal information, send a separate email to [email protected] with the subject "Data Deletion Request Under Australian Consumer Law" and request that Julep delete all your account data, payment information, and communication history. Julep is required to acknowledge this request within 30 days under privacy regulations.
Escalation: how to lodge a complaint with the ACCC
If Julep refuses to cancel your subscription, continues charging you after cancellation, or denies a refund without legal justification, you can file a formal complaint with the Australian Competition and Consumer Commission. The ACCC investigates breaches of consumer law and can take action against businesses that engage in misleading or deceptive conduct.
When to escalate to the ACCC
Escalate your complaint if:
- Julep does not respond to your cancellation request within 10 business days
- Julep continues charging you after your documented cancellation request
- Julep refuses to provide a refund for prepaid amounts or unused services
- Julep offers store credit as a substitute for a refund without your prior written consent
How to file an ACCC complaint
Visit the ACCC website (accc.gov.au) and click "Report a scam or complaint". Provide:
- Your full name and contact details
- Julep's business name and website
- Details of your complaint (subscription dates, charges, cancellation requests, responses)
- Copies of all supporting documents (emails, screenshots, bank statements, cancellation confirmations)
- The amount you are seeking to recover
The ACCC will review your complaint and may investigate Julep's conduct. If a pattern of breaches is found, the ACCC can take enforcement action, including seeking compensation on behalf of affected consumers.
Comparing Julep with similar beauty subscription services
If you are cancelling Julep and exploring alternative beauty subscriptions, the table below compares key cancellation and pricing features across popular Australian beauty box services.
| Service | Subscription cost (approx) | Cancellation method | Refund policy |
|---|---|---|---|
| Julep Maven (retired 2019) | AUD 37-60 per month | Email or phone to US customer service | Store credit issued instead of refunds (2019) |
| Birchbox Australia | AUD 15-22 per month | Online account settings or email | Pro-rata refund for unused balance |
| Play By Sephora | AUD 13 per month | Online account settings | No refund; store credit offered |
| Ipsy Australia | AUD 14-28 per month | Online account settings or email | Refunds for pre-paid unopened boxes |
| KBeauty Box | AUD 35-50 per month | Email to Australian support team | Pro-rata refund within 10 business days |
| Glossybox Australia | AUD 22-35 per month | Online account settings or email | Refunds for unopened boxes within 30 days |
Key takeaways and next steps
Cancelling Julep requires clear communication with a US-based customer service team and careful documentation of your request. Your strongest protection is written confirmation of your cancellation and proof that no further charges occur after your request date. Yafee has guided thousands of Australian consumers through subscription cancellations, and the most successful outcomes come from sending a clear, professional cancellation email to [email protected], saving that email as proof, and monitoring your payment method for 30 days thereafter.
If Julep refuses to cancel or continues charging you, you have legal recourse under the Australian Consumer Law. Lodge a complaint with the ACCC and request a chargeback from your bank. Under the Competition and Consumer Act 2010, Julep cannot engage in misleading conduct around subscription management, and the ACCC enforces these protections on behalf of Australian consumers.
For a complete audit of your recurring charges and help identifying other subscriptions you may have forgotten about, Yafee offers a free account review service. Yafee has recovered thousands of pounds in cancelled subscriptions for Australian customers, and Yafee's team specialises in documenting and disputing subscription charges on your behalf. Visit yafee.com today to start your free review and ensure you are not paying for services you no longer use.
Julep contact and address information
The following details are the only publicly listed contact options for Julep customer service and subscription management.
| Contact method | Address or number | Best for |
|---|---|---|
| Phone (US toll-free) | 1-877-651-3292 | Urgent cancellation requests (fastest response) |
| Email (Maven subscriptions) | [email protected] | Written cancellation confirmation |
| Email (alternative 1) | [email protected] | If [email protected] does not respond |
| Email (alternative 2) | [email protected] | Second escalation if needed |
| Postal address (US only) | Julep, Seattle, WA 98101, USA | Not recommended; international mail delays |
Yafee recommends using email as your primary contact method because it creates a permanent, timestamped record of your cancellation request. Use the phone line only if you require immediate verbal confirmation and can account for US Pacific Time. Yafee is here to support your cancellation journey and help you recover any funds owed. Visit yafee.com to begin your free subscription audit now.
Important warning
- Yafee cannot guarantee that the recipient will process your request.
- Yafee cannot guarantee the accuracy of content modified by the user.
- Yafee cannot prevent the recipient from disputing the legal scope.
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