Frequently Asked Questions – Tulio
📦 FREE Standard Shipping on all Aus Orders over $45 and despatched same day! *

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      Frequently Asked Questions

      How Much Does Shipping Cost?

      Shipping is FREE on all Australian orders over $45.00.

      Express Shipping is available for $9.00.

      There is a flat rate of $7.00 for all orders under $45.00.

      NEW ZEALAND SHIPPING

      $10 Flat Rate on all New Zealand orders $119 AUD and under. Free Shipping for New Zealand orders over $120 AUD.

      PAPUA NEW GUINEA

      $12 Flat Rate on all Papua New Guinea orders $119 AUD and under. Free Shipping for Papua New Guinea orders over $120 AUD.

      INTERNATIONAL SHIPPING (excluding New Zealand and Papua New Guinea)

      $25 Flat Rate on all INTERNATIONAL orders $199 AUD and under. Free Shipping for International orders over $200 AUD.

      Tulio is not responsible for any additional taxes and customs charges that are requested during the shipment of your order.

      Do You Ship Internationally?

      Yes! We currently ship to New Zealand, Papua New Guinea, United Kingdom, United States & Canada.

      International customers may be required to pay sales tax, duty and/or customs charges.

      All taxes and customs charges are the responsibility of the customer and are not included in the cost of the order or shipping charge. Taxes and customs charges differ depending on the country and state of the shipping address. We suggest contacting your local customs office if you are unsure of the applicable taxes and customs fees that are relevant to you.

      Tulio is not responsible for any additional taxes and customs charges that are requested during the shipment of your order.

      How Long Will it Take to Receive My Order?

      Orders are processed Monday through Friday and are usually shipped within 48 hours of placement, excluding weekends and public holidays.

      DOMESTIC

      We use Australia Post, which usually take 1 - 3 days for domestic delivery. Western Australia is usually 5 - 7 days. You will be sent a tracking number for your order once shipped so that you can trace your parcel.

      NEW ZEALAND SHIPPING

      We ship to New Zealand using Australia Post, which usually takes 5 - 7 days from when it's left us for delivery to New Zealand. This delivery is fully tracked and uses the New Zealand Post Service.

      PAPUA NEW GUINEA

      We use Australia Post Pack and Track, which usually takes 3 - 10 days for delivery to Papua New Guinea. You will be sent a tracking number for your order once shipped so that you can trace your parcel.

      INTERNATIONAL SHIPPING (excluding New Zealand and Papua New Guinea)

      For international orders, we use Australia Post International shipping services that have a 5 - 15 business day delivery time once the order has been shipped (shipping time varies per destination). Please note that this does not include customs processing delays.


      Please note, these are regular guidelines, delays may be experienced at times due to extenuating circumstances such as COVID-19.

      What if I Need to Return Something?

      No worries! You have 30 days from the purchase date to return your items for an exchange, store credit or refund.

      Simply fill out the returns form included with your parcel (or download one here).

      We are happy to accept returns for items within this period that are unworn and in their original condition, with the swing tags attached.

      When trying on your purchases, please take care to avoid makeup marks and perfume transfer. Please also be mindful of pet hair or cigarette smoke that may transfer onto garments.

      We are unable to accept returns on earrings or consumable products, including but not limited to: candles, lip balms, hand creams, hand sanitiser, bath salts and soaps. 

      If your returns do not meet these conditions, it may result in your refund being refused.

      Tulio does not cover the shipping cost of your returns, but we have negotiated a flat rate of $9.15 with Australia Post for fully tracked returns. This is a great option if you are returning multiple items, up to 25kg.

      Please log onto

      https://return.auspost.com.au/TULIO to create your label. You will have the convenience of printing it at home and dropping your parcel into any red post box or post office.

      If you are unable to print your label at home, you can do so at the post office. If this is the case, please wait 24 hours before going to the post office, as Australia Post has a delay in their system.

      If you do not receive your label and believe you have entered the wrong email address, please contact Australia Post: eparcelsupportqld@auspost.com.au

      Our return address is:

      4a/229 Robinson Road East,

      Geebung Qld 4034

      If you are located in Brisbane you are welcome to drop your return into the warehouse for processing.

      Often parcels get lost if they are marked "return to sender." We do not take responsibility for refunds if parcels are lost in this way. We suggest you get a tracking number from Australia Post for your return.

      Can I Exchange Something?

      The quickest way to receive your new items before they sell out in the size you need, is to place a new order online and send back the original order. Once your return has been received we will process a refund.

      OR

      Use the returns form included with your order to request an exchange (or download a form here). Provided we have the item available, we will send it via standard post and the shipping is on us.

      If you select Exchange on your Returns Form, we cannot guarantee that the size/style that you have requested will still be in stock by the time we receive and process your return.

      If we do not have the item available we will issue a refund and notify you via email.

      Please Ensure Your Items Meet The Following Conditions

      Unworn and in their original condition, with the swing tags attached.

      When trying on your purchases, please take care to avoid makeup marks and perfume transfer. Please also be mindful of pet hair or cigarette smoke that may transfer onto garments.

      We are unable to accept returns on earrings or consumable products, including but not limited to: candles, lip balms, hand creams, hand sanitiser, bath salts and soaps. 

      If your returns do not meet these conditions, it may result in your exchange being refused.

      How Long Will It Take To Receive My Refund?

      Returns are generally processed within three days of receiving them, excluding weekends and public holidays. Once we have processed your Refund or Store Credit, you will receive a notification via email.

      Please allow up to 3 days from receiving our refund notification email for the refund to show up on your credit card statement.

      Paypal refunds are instant.

      Store Credits have no expiry date.

      If your order was placed via Afterpay, we will send you a courtesy email to let you know we have received your return. Your refund will generally be processed within 24 hours from the time of the email.

      Please note, if you sent a partial return (i.e. one garment from a two garment order), Afterpay will deduct your refund from the final payment and work backwards.

      For example, if your order total was $100 and your refund value was $50, you will continue to make your first two instalments of $25 and then your payment will be complete. Your refund will NOT be split across the four payments (i.e. creating four payments of $12.50).

      How Do Store Credits and Discount Codes Work?

      If you select Store Credit on your Returns Form, we will issue you with an email containing a code to redeem your store credit.

      Please save this email or make a record of this code. For security reasons, your store credit is treated like cash, and therefor is not attached to your Tulio account or automatically applied at the checkout. If you lose your code, let us know, and we can resend the email.

      Store Credits do not expire and can be used across multiple orders until you have redeemed the entirety of the credit.

      To use a Gift Card, Store Credit or Discount Code on your next purchase please see the images below on how to get to the page where the box is located to enter the code that you have been emailed.

      Please note you will not see this box if you click the Paypal link. You need to click the option 'Check Out.' You will still be given the option to pay via Paypal.

      I Received Something Faulty/The Incorrect Item, What Do I Do?

      Oh no! Please contact us ASAP.

      Either email customerservice@tulio.com.au or call 07 3265 7245 between 10am and 4pm, Monday to Friday.

      We take care to ensure that all our items are thoroughly inspected before being sent out to you. In the rare event that you do receive a faulty or incorrect item, we will be happy to provide a refund, or replacement if available.

      We will reimburse your return postage or send you a prepaid return label on any faulty or incorrect item received. We may send you a prepaid returns satchel to return your item in, if we are shipping you a replacement.

      I'm Unsure About Sizing, Can You Help?
      FINDING YOUR SIZE
      CHART
      OUR MODELS
      FINDING YOUR SIZE

      We would recommend that you take your favourite garment, that fits you perfectly, and lie it flat on the table. Take the Bust (from underarm to underarm) and Hip measurements and then double it. Use this as a guide when you're looking at our items.

      Check our general size chart in the next tab to compare. For more specific measurements of each garment, click the "SIZE CHART" button above the size selector on its product page. See a guide for this in the video above. 

      In the event that you order a garment that doesn't fit right, our returns policy is nice and easy.
       
       
       
       
       
      CHART

      Below is a size chart that will give you a general guide. However, please bear in mind all suppliers are different.

      Our sizing is usually on the generous side. You can also usually disregard the waist measurement, as our garments are rarely tight at the waist. However, when this is relevant, you'll see this in the size chart for each garment. 

      Please remember that we are measuring these items laid flat on the table and then doubling the measurement. This doesn't take into account that many items are in stretch fabric that will have some give in it as well. However, we make notes of this in the product description and in the size guide for the item.

      For more specific measurements, click the "SIZE CHART" button above the size selector on each product page. You can see a guide for that in the video above. If you don't the size chart for a style you're interested in, we may still be measuring. Check back soon or send us an email!



       Size Bust Hips

      S (10)

      90cm - 95cm

      100cm - 105cm

      M (12)

      95cm - 100cm 105cm - 110cm

      L (14)

      100cm - 105cm 110cm - 115cm

      XL (16)

      105cm - 110cm 115cm - 120cm

      XXL (18)

      110cm - 115cm 120cm - 125cm

      3XL (20)

      115cm - 120cm 125cm - 130cm

      4XL (22)

      120cm - 125cm 130cm - 135cm

      5XL (24)

      125cm - 130cm 135cm - 140cm




      OUR MODELS

      OUR MODELS


      A quick guide to all of our models measurements to assist in finding your best fit.

      You can also visit our Size Guide for more info. 

      elm_81x4059_khaki_top_1848

      Carolyn

      SIZE 10 - 12

      Height

      174cm / 5'8"

      Bust

      94cm / 37"

      Waist

      75cm / 29.5"

      Hips

      99cm / 39"

       

      Black_rib_tank_top_81X4033_5421

      Myra

      SIZE 10

      Height

      173cm / 5'8"

      Bust

      92cm / 36"

      Waist

      71cm / 28"

      Hips

      96cm / 38"

       

      white_bamboo_singlet3445-sw

      Amelia

      SIZE 8 - 10

      Height

      173cm / 5'8"

      Bust 

      86cm / 34"

      Waist

      64cm / 25"

      Hips 

      93cm / 36.5"


      clm117_T2119_beige11290-sw

      Alisha

      SIZE 10

      Height

      167cm / 5'6"

      Bust

      91cm / 36"

      Waist

      81m / 32"

      Hips

      94cm / 37"


      Bamboo_Cami_forest_T2119_0567

      Luisa

      SIZE 10

      Height

      178cm / 5'10"

      Bust 

      94cm / 37"

      Waist

      79cm / 31"

      Hips 

      96cm / 38"


      Olive_bamboo_ladies_top_T2074_0823-sw

      Belle

      SIZE 14 -16

      Height

      175cm / 5'9"

      Bust 

      105cm / 41"

      Waist

      87cm / 34"

      Hips 

      113cm / 44.5"


      Ladies_Bamboo_tee_black_T2128_0598-sw

      Emma

      SIZE 10 - 12

      Height

      175cm / 5'9"

      Bust

      94cm / 37"

      Waist

      74cm / 29"

      Hips

      101cm / 38"


      0078_Tenneriffe_Top_black_2606_4

      Loren

      SIZE 18

      Height

      169cm / 5'6.5"

      Bust 

      116cm / 46"

      Waist

      100cm / 39"

      Hips 

      121cm / 48"


      06A4727-1-sw

      Lee

      SIZE 10

      Height

      168cm / 5'6"

      Bust 

      95cm / 37"

      Waist

      75cm / 29.5"

      Hips 

      98cm / 38.5"


      White_bamboo_sleeve_top_T2128A_1508

      Adele

      SIZE 8 - 10

      Height

      178cm / 5'10"

      Bust

      85cm / 33.5"

      Waist

      64cm / 25"

      Hips

      93cm / 36.5"


      TIC02_Naples_Top_White6007-sw

      Rael

      SIZE 8

      Height 

      175cm / 5'9"

      Bust 

      84cm / 33"

      Waist

      63cm / 25"

      Hips

      89cm / 35"


      Pink_shirt_7632__Pink_pant_7293__White_top_7714_4211-sw

      Margaret

      SIZE 14

      Height

      175cm / 5'9"

      Bust 

      100cm / 39.5"

      Waist

      79cm / 31"

      Hips 

      108cm / 42.5" 


      Do You Have A Store?

      No, we don't have any shop fronts. We are an online only business, based in Brisbane, Australia.

      If you have any questions about shopping online, or need assistance placing an order, please send us an email at customerservice@tulio.com.au or call 07 3265 7245 between 10am and 4pm, Monday to Friday.

      You are also welcome to place orders over the phone.

      Can I Visit Your Warehouse?

      We are an online only business and are set up as such. It's purely a warehouse and all the clothes are flat packed in plastic, so it is not set up for browsing.

      If there is a specific item that you would like to try on, such as a special occasion dress, we are happy to arrange this. Please call or email before hand to arrange a time.

      If you are simply unsure about the fabric or sizing of a garment, we should be able to help you via an email customerservice@tulio.com.au or phone call, 07 3265 7245.

      You are also welcome to place orders over the phone.

      While we always love to meet our valued customers and are happy for you to visit if necessary, it is easier for us (and more convenient for you) to place the order online or over the phone. We appreciate your understanding.

      You are more than welcome to drop off returns to the warehouse if convenient.

      We are here Monday - Friday, 10am - 4pm, excluding public holidays.

      4a/229 Robinson Road East,

      Geebung Qld 4034

      I Just Bought An Item But Now It's On Sale?

      We know how frustrating this can be, so we offer a price guarantee. If you have purchased something and we mark it down in your size within 3 weeks of purchase date, just get in touch with us and let us know. We will happily give you a store credit for the difference.