RETURNS & EXCHANGES
Returns & exchanges
Buying online can be tricky — that's why we offer flexible return options for every order, including sale items (which most brands don't accept).
You have 30 days from your order date to request a return or exchange.
Your options
| Full price | Sale items | |
|---|---|---|
| Store credit | Free | 10% restock fee |
| Exchange (size or style) | Free | Not eligible |
| Refund | 10% restock fee | Not eligible |
The 10% restock fee helps cover the cost of free shipping, duties already paid, and the work of processing your return as a small team in Ericeira.
Refunds must be requested within 7 days of delivery.
Conditions
Items must be:
- Unworn, unwashed, and in original condition
- With all tags and hygiene strips attached
- In their original packaging
Final sale items are not eligible for return or exchange.
Return shipping
Return shipping is the customer's responsibility. We recommend using a tracked service — Ula isn't responsible for items lost in return transit.
Original shipping costs are non-refundable.
Damaged or incorrect items
If your order arrives damaged, defective, or wrong, email us at info@ulaofficial.com within 7 days of delivery with photos. We'll cover return shipping and send a replacement or full refund — no fees apply.
How to return
- Make sure your item meets the conditions above (unworn, tagged, in original packaging).
- Email us at info@ulaofficial.com within 30 days of your order date with your order number and the item(s) you'd like to return.
- We'll reply within 1–3 business days with confirmation and the return address.
- Ship your return tracked — and let us know once it's on its way.
What happens next
Once we receive and inspect your return:
- Store credit is issued within 5 business days. It never expires.
- Refunds are processed within 5–7 business days to your original payment method.
EU customers
In line with EU consumer law, customers within the European Union have the right to withdraw from a full-price purchase within 14 days of receiving the goods. Refunds for these requests are processed to your original payment method.
Need help?
Email us at info@ulaofficial.com — we're a small team based in Ericeira, and we read every message.
READY TO START YOUR RETURN PROCESS?