Return Policy
We want you to feel confident about your purchase. If an item is not right for you, you may request a return within 30 days of receiving your order, subject to the conditions below.
1. Return Eligibility
To qualify for a return, the item must be:
- Unworn, unused and unwashed
- Free from marks, odours, makeup and pet hair
- In its original condition
- Returned with all original tags attached
- Returned in its original packaging where applicable
- Accompanied by proof of purchase
Items that do not meet these conditions may be refused or may receive a reduced refund where permitted by law.
2. How to Request a Return
Before returning an item, email support@theullaponline.com and provide:
- Your order number
- The item you wish to return
- The reason for the return
- Photographs if the item is damaged, defective or incorrect
If your return is approved, we will provide return instructions and the applicable return address.
Please do not return products without contacting us first. Unauthorised returns may not be accepted or processed.
3. Non-Returnable Items
Unless faulty or required otherwise by law, we cannot accept returns for:
- Underwear, hosiery and intimate apparel
- Pierced jewellery and earrings
- Cosmetics or beauty products with broken seals
- Swimwear without its hygiene strip
- Personalised or custom-made products
- Gift cards
- Final-sale items clearly marked as non-returnable
4. Return Shipping
Unless the item is faulty, damaged or incorrect, customers are responsible for return shipping costs.
We recommend using a tracked shipping service and retaining proof of postage. We cannot guarantee responsibility for return parcels lost or damaged before reaching the designated return address.
If we confirm that an item is faulty, damaged or incorrect, reasonable return shipping costs will be covered or reimbursed where required.
5. Damaged, Defective or Incorrect Items
Please inspect your order after delivery. If you receive an item that is damaged, defective or different from what you ordered, contact us promptly.
Include clear photographs of:
- The affected item
- The defect or damage
- The outer packaging
- The shipping label
We will review the issue and provide an appropriate replacement, refund or other remedy in accordance with applicable consumer law.
6. Refunds
Once your return has arrived, it will be inspected. If approved, the refund will be issued to your original payment method.
Please allow approximately 5–10 business days after approval for the refund to appear, depending on your bank or payment provider.
Original shipping charges are generally non-refundable unless:
- The item was faulty, damaged or incorrect
- The complete order was cancelled under an applicable statutory right
- Refund of delivery charges is otherwise required by law
7. Exchanges
Direct exchanges may not be available. If you need a different size, colour or product, please return the original item and place a new order.
Product availability cannot be guaranteed while a return is being processed.
8. Order Cancellations
Contact us as soon as possible if you wish to cancel an order.
We cannot guarantee cancellation after an order has entered processing or been dispatched. If the order has already shipped, you may request a return after receiving it.
9. European and UK Consumer Rights
If applicable, customers in the United Kingdom or European Economic Area may have a statutory right to cancel an eligible online purchase within 14 days of receiving it.
After notifying us of cancellation, you must return the eligible products within the legally required period. Products may be inspected only as reasonably necessary to establish their nature, characteristics and functionality.
Nothing in this policy limits your mandatory rights concerning faulty, damaged or misdescribed goods.
10. Late or Missing Refunds
If your approved refund has not appeared:
- Check your bank or payment account again.
- Contact your card issuer or payment provider.
- Allow additional processing time.
- Contact us if the refund is still missing.
11. Contact Us
For return, exchange or refund enquiries, contact:
Email: support@theullaponline.com
Please include your order number in all correspondence.