Returns & Refunds
We hope you love your goodies as much as we do, but if you’ve changed your mind or you’re not happy with them for any reason you can return them to us for an exchange or refund.
We look at each return and exchange on a case-by-case basis with the ultimate goal of making each and every one our amazing customers happy!
UK CUSTOMERS
If something isn’t quite right with your order, you can return it to us.
Our returns policy entitles you to return items purchased at full-price within 30 days of purchase or receipt. Sale items should be returned to us within 14 days of purchase or receipt. In addition for goods bought online you have certain cancellation rights - see below
Unfortunately for hygiene reasons, we cannot accept returns of face coverings, underwear, earrings or sets containing earrings unless faulty, and we can only accept swimwear or underwear returns if the hygiene strip is still in place. Your statutory rights are not affected.
It usually takes up to 7 working days (excluding weekends and bank holidays) from the date of your return for your parcel to be delivered back to us for UK deliveries. Once your parcel is with us, your request will be processed within five working days.
Gift Cards: Where a product purchased wholly with a Gift Card is returned, supported with the transaction receipt, the price paid will be refunded onto a new Gift Card.
If a refund is made for a purchase using a Gift Card combined with another method of payment, provided the original transaction receipt is produced, the refund will be split across a new Gift Card and the balance via the original payment method (debit/credit card or cash). If the original transaction receipt isn't presented, refunds will only be made onto a new Gift Card at the current value of the product at the time of the return.
Gift Cards purchased online are subject to the Financial Services Distance Selling Regulations and the original purchaser may obtain a refund within 14 days of delivery by contacting our Hayle shop on 01736 755543. We are unable to refund you for the purchase of a Gift Card through our shops or website
If you live nearby, you can also return item(s) purchased online to either of our Ula Clothing & Lifestyle stores.
INTERNATIONAL CUSTOMERS
For international customers, please send your return to:
The Old Foundry Chapel, 11-13 Chapel Terrace, Hayle, Cornwall TR27 4AB
It usually takes up to 10 working days (excluding weekends and bank holidays) from the date of your return for your parcel to be delivered back to us for international deliveries. Once your parcel is with us, your request will be processed within five working days.
REFUNDS
All refunds will be credited to your original form of payment and the funds should appear on your bank statement within 3-5 working days. If you’ve received something as a gift but it’s not very you, a refund can only be issued in the format of a Gift Voucher. If no record of sale is available, a refund will be provided at the current selling price.
EXCHANGES
If you change your mind about your purchase or the item is no longer suitable, we’ll be more than happy to exchange it for something you love.
We’ll also make sure that you are kept in the loop and will send you an email as soon as your parcel arrives back at our warehouse, and again when we have processed your refund or exchange.
FAULTY ITEMS
We’re so sorry if you’ve received a faulty item! Before you return your item to us for a replacement or refund, please get in touch with us via email or phone as we may be able to save you a trip to the post office!
We hope it doesn’t, but if one of your items becomes faulty over time we are still able to help! So please get in touch.
Please note that from time to time we may not be able to accept a return, however, we will always do our very best to accommodate your request!
If the goods are faulty you have certain statutory rights under the Consumer Rights Act 2015. You have 30 days from the date of receipt to reject the goods and obtain a full refund. Goods can be returned to us in store or by post as set out in this Returns Policy. If goods are not rejected within 30 days but are found to be faulty within 6 months from the date of receipt you will be entitled to either a repair of the product or a replacement.
LATE DELIVERIES
If your order has not been delivered within the estimated delivery date, please contact us and we will make sure you have your parcel as soon as possible!
Please remember to obtain proof of postage from the Post Office when returning items and we can only refund postage costs for faulty or incorrectly sent items.
RIGHT OF CANCELLATION
In addition to our Returns policy, as an online consumer you have a legal right to cancel a Contract with us for goods purchased online or by telephone under the Consumer Contracts Regulations 2013 ("CCR") during a specific time period. You have the right to cancel a Contract during the period that begins on the date of dispatch and ends 14 calendar days from the day after the day you receive the products. To exercise your statutory right of cancellation, you can contact us at info@ula.online informing us of your decision to exercise your cancellation rights, and by providing us with your details including your name, address, contact number and email address.
If you cancel your Contract with us in this way, you should return the goods to us, in their original packaging wherever possible, within 14 days of informing us of your wish to cancel. Provided you return the full order to us in accordance with the above timescale and process, you will be entitled to a full refund including the cost of delivery at our standard delivery rate. If you return only some of the items from your original order, we will not be able to refund your delivery charge. We will process the refund as soon as possible, and no later than 14 calendar days from the date we receive the products back. If your order was cancelled before the goods were dispatched, we will process your refund within 14 days from receipt of your cancellation provided you have complied with the conditions set out in this Rights of Cancellation section. Your Right of Cancellation does not apply in the case of those products which cannot be returned for hygiene reasons. These are swimwear (unless the hygiene strip is still in place), face covering, underwear and earrings or sets containing earrings.
If you return goods to us, we will not be responsible for any loss or damage to them during transit and we recommend that you use a recorded or secure delivery method. If goods are lost or damaged in transit, we may charge you, or not refund to you, amounts that are attributable to the loss or damage.
