Returns & Exchanges
We have a simple, no fuss returns policy. You can return items up to 30 days from the purchase date, provided they meet our basic terms and conditions.
**** Due to postage delays surrounding COVID, if you return falls outside this period, it will still be processed as usual*****
AUSTRALIAN Customers can use this link to download a label online for $8.95
https://return.auspost.com.au/TULIO
Refunds
If you would like a refund, please check your return meets our terms and conditions below. Then simply fill out the returns form included with your parcel (or download one here).
Once we've received and processed your refund, you will receive a notification 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.
Please note, TULIO does not cover the cost of return shipping.
Store Credits
We offer store credits as an alternative to refunds if you know you'll be shopping with us again. Please check your return meets our terms and conditions below. Then simply request a store credit on your returns form, which you received with your order (or download one here).
Please note, TULIO does not cover the cost of return shipping.
Once we've received and processed your return, you will receive a notification email with a code to redeem your store credit.
Please keep this code handy, as we are unable to connect your store credit to your account for security reasons.
If you do not receive your email, please first check the junk folder in your email.
If you still cannot find it, or have misplaced your code, please contact us.
Either email customerservice@tulio.com.au or call 07 3265 7245 between 10am and 4pm, Monday to Friday.
To redeem a store credit, please enter your code and press apply in the checkout, as per the images below.
Exchanges
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.
This is our preference as it is the quickest and easiest option.
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 note, TULIO does not cover the cost of return shipping.
Afterpay Returns
If you would like a refund, store credit or exchange, please check your return meets our terms and conditions below. Then simply fill out the returns form included with your parcel (or download one here).
Please note, TULIO does not cover the cost of return shipping.
If your order was placed via Afterpay, we will send you a courtesy email to let you know we have received your return. If you have requested an exchange or store credit, your payment instalments will continue as per usual.
If you have requested a refund, it 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).
Return Shipping
At this stage, TULIO is unable to cover the cost of returning items for a change of mind or for sizing issues. However, we will ship out exchange items for free. Please see below for faulty or incorrect items.
To return an item, either take advantage of our Fixed Rate Returns option (Australia Only) below, or take your return to your local Post Office to arrange return shipping.
Parcels that are sent back 'Return to Sender' where no postage has been paid, will have $9.50 deducted from the value of their refund.
We advise against doing this as there is no tracking and these parcels are easily lost. We will not refund on items sent back this way if they are not received by us.
Return Contact Details
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.
Fixed Rate Returns For Domestic Orders
We now have a fixed price with Australia Post for your returns (Australia Only). This is the best option if you have more than 1 item to return or bulky items, as it will generally work out cheaper than paying at the Post Office. You can log onto https://return.auspost.com.au/TULIO and pay a flat rate of $8.95 to Australia Post, which will cover you for up to 25kg for a single return.
You cannot get the $8.95 flat rate return rate by going to the post office with your parcel. They will charge you their usual fees. You can only get this rate by using the link online.
You will then have the convenience of printing your return label and then dropping your parcel to any Post Office or red Post Box. Your return will be fully tracked.
If you are only returning one item, it will be cheaper to purchase a 500g Parcel Post Satchel at the Post Office.
**** In the unlikely event you have problems regarding your Australia Post label, click here ****
Return to Sender Parcels
Parcels that are sent back 'Return to Sender' where no postage has been paid, will have $9.50 deducted from the value of their refund.
We advise against doing this as there is no tracking and these parcels are easily lost. We will not refund on items sent back this way if they are not received by us.
Faulty or Incorrect Items
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.
Either email customerservice@tulio.com.au or call 07 3265 7245 between 10am and 4pm, Monday to Friday.
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.
Terms & Conditions
Please ensure that all items are returned within 30 days in the same condition as received.
Please take care when trying on your items to avoid makeup marks and perfume transfer. Please ensure swing tickets and tags are left on the items.
Please be aware of pet hair and cigarette smoke that may transfer to the garments and result in a refund being refused.
For hygiene reasons and for your protection, we do not offer exchange or refunds on earrings unless faulty.
Please note, TULIO does not cover the cost of return shipping.