RETURNS HUB

Here you can find everything you need to know about our policies & procedures.

Please familiarise yourself with the info on this page before lodging your return.

  • SIZE EXCHANGE

    FREE return label to swap your size

  • STORE CREDIT

    FREE return label with store credit

  • REFUND

    Flat rate return label for $9.95

  • 30 DAYS

    To lodge your return once your order arrives

  • EXCLUSIONS

    Final Sale or non-resaleable items*

EXPEDITED RETURNS

Size exchanges and store credits are now issued even faster!

As soon as you ship back your return and the tracking is scanned, we will ship out your new size* or issue your store credit. Your store credit will be attached to your account, so you can shop again right away.

*Please allow for standard order processing time.

Returning multiple orders together? Click here for more info.

RETURN FAQ

What can I return?

Almost anything.

Exclusions include:

  • Final Sale items
  • Items in non re-saleable condition*
  • Items exceeding our 30 day returns period

*Full terms are listed at the bottom of this page.

Can I get a different size?

Yes, we offer free size exchanges!*

Enter your details above and follow the steps to select your new size.

It will be reserved for you, and we'll ship it out as soon as you post your return parcel and the tracking is scanned.

Please allow for standard order processing time.

*Final Sale items cannot be exchanged. Full returns criteria listed below.

Can I exchange for something else?

If you want to swap it for a different colour, print, or new item altogether, opt for a store credit.*

You'll still get a free return label!

Your store credit will be issued as soon as your return is posted and the tracking is scanned.

*Final Sale items cannot be sent back for store credit. Full returns criteria listed below.

Can I get a refund?

Yes, no problem.

Just make sure it meets our returns criteria*

We offer a prepaid return label for a flat rate.

*Final Sale items cannot be returned. Full criteria listed below.

How much do returns cost?

Return Shipping

We offer prepaid shipping labels through our returns system. Depending on your return selection, they cost as follows:

Exchange / Store Credit

Free!

Refund

$9.95 Flat Rate

This is simply deducted from the value of your refund, so there won't be anything extra to pay.

Our flat rate labels are a cheaper option than organising your own shipping (Aus Post small satchels start at $11.50).

We do not reimburse the cost of return shipping if you choose to organise this yourself.

Processing / Restocking

We do not charge any processing or restocking fees!

How do I return an item?

  1. Enter your order number and email address in the form above.
  2. Print your prepaid label, or ask the post office to print it for you.
  3. Package your items securely and attach the label.
  4. Make sure any old addresses are covered if reusing our satchel.
  5. Mail your return at the post office or in a red post box.

The return system isn't recognising my order details?

Please double check that the email address you are entering matches the email address on this order.

If you are still are unable to lodge your return, or your original email address had a typo, please get in touch.

How do I get my return label?

Once you lodge your return in the system, your label will be generated.

You can print this off yourself, or the post office will do it for you for free.

They'll just need to see a copy of the label (i.e. on your phone).

I don't have a printer?

Australia Post can print your label at the post office at no charge.
They'll just need to see a copy of the label.

If you get emails to your phone or tablet, this is the easiest option.

Otherwise, you can take a photo of your computer screen.

If that's not possible, you can write down the barcode number generated on the label. Aus Post should be able to manually look it up in their system for you.

Can I return multiple orders in one parcel?

Yes, BUT:

Please lodge a return for each order in our system

If you do not lodge a return for each order, this will delay processing time.

Once you have lodged all returns in the system, choose just ONE of the generated labels to attach to your parcel.*

Ensure all items in the parcel meet our returns criteria

Lodging it in our system will also ensure all items are eligible to be returned. Sending back ineligible items may result in your return being refused.

Items being returned for refund

Items being returned for a refund will all be processed when they reach us as usual.

Items being returned for exchange / store credit

Allow for a longer processing time

Our store credits and size exchanges are issued when your return label is scanned.

*If you have a preference for which return is processed faster, please use the return label from that order for your parcel.

Items from any other orders that you are also returning in the same parcel will be processed once they reach us.

Example Scenario

You are sending back items from two orders.

  • Order 1 contains a dress, which you are exchanging for a different size. You need the new size ASAP for an event.
  • Order 2 contains a top that you are sending back for store credit.

Use the return label from Order 1 for your parcel.

As soon as you post the parcel and the tracking is scanned, we'll ship out the exchange (allow for standard order processing time).

Once your return reaches us, we'll then process Order 2 and issue the store credit for your top.

What packaging should I use?

Any suitable packing is fine, just make sure it's secure enough for your item/s to travel safely in the post.

Consider reusing the satchel it comes in and turning it inside out.

You may purchase a new satchel from your post office, although this is often not necessary.

Please do not use staples to close your parcel as this often damages the garment.

Can I reuse the packaging my order came in?

Yes!

Where possible, we encourage you to reuse the original satchel to reduce waste.

Just make sure the original label is covered to avoid confusion.

If in doubt, turn it inside out!

Sticky tape it shut, no need for it to be fancy.

Please do not use staples to close your parcel as this often damages the garment.

Do I need to wrap my return in the tissue paper it arrived in?

It's not necessary.

We like to make your order feel special for you to unwrap, but we don't mind whether you reuse the tissue paper.

Can I add something nice for your team in my parcel?

We kindly ask that you don't include anything extra inside your return parcel.

While we appreciate the sweet gesture, adding items like glitter or confetti end up causing more work for our returns team.

If you would like to show your appreciation, a simple note would be lovely.

Can I just write Return to Sender on my parcel?

No.

It is necessary to use a new label when returning your item/s. 

Please DO NOT write "Return to Sender" on your parcel in place of arranging a return label.

This increases the likelihood of your parcel being lost in the mail, in which case we will not be able to provide compensation.

We are also charged a large fee by Australia Post for items marked as return to sender. 

Items returned using Return to Sender will incur a $15 fee, which will be deducted from the value of your refund or store credit.

Can I just pay for my own shipping at the post office?

You can, although it will generally be more expensive.

If you do choose to do this, please ensure you opt in for tracking.

Keep a record of your tracking until your return reaches us and has been processed.

We will not reimburse your postage if you choose to pay for it yourself or the value of returns lost in transit.

What is your return address?

If you are using our returns system, this will be generated on the label for you. If you are arranging your own return shipping, you can ship it to the address below:


TULIO RETURNS

Unit 4A

229 Robinson Road East

Geebung QLD 4034

Australia


Please note, this is our warehouse/returns facility only.

TULIO does not reimburse the cost of return shipping or lost parcels.

My bamboo fabric has a mark, is it faulty?

Chances are it's not faulty!

Bamboo is prone to marking if pressure is applied, i.e. from clothes pegs. This is simply due to the fibres being compressed, which give that section of the fabric a different appearance.

However, these marks are almost never permanent! The easiest option is to give it a quick steam and the mark should come right out.

If you're still have issues, please get in touch. If you're able to, please snap some photos and send them through to customerservice@tulio.com.au.

Can I return/exchange an item that was marked as Final Sale?

Sorry, but no.

We do not accept Final Sale items back, regardless of whether it is for an exchange, store credit or refund.

Excluding these items from any returns allows us to pass on the best possible value to you.

In the spirit of fairness to all customers, we cannot make exceptions to this rule.

To avoid sizing issues, we encourage you to check the garment size chart prior to ordering.

(If an item is faulty, please contact us about the issue)

I previously got a store credit, can I get that refunded now?

Sorry, but no.

Store credits stay attached to your account to use on future orders.

We cannot retroactively issue this back to you as a refund.

  • Receiving Your Order

    As a courtesy to your fellow customers, please be mindful to follow these steps incase you wish to return your garment/s.

    1. Please thoroughly inspect your purchase/s promptly upon arrival incase of any issues.
    2. Keep all tags and swing tickets intact until you are sure the garments are suitable.
    3. Take care when trying on your garments to avoid makeup marks and perfume transfer.
    4. Avoid any contact with pet hair or cigarette smoke.

    Failure to comply with these conditions may result in your refund being refused.

  • Store Credits

    TIMEFRAME

    Store credits will be issued to your customer account as soon as your return is lodged in the mail and the tracking is scanned.

    YOUR BALANCE

    Store credit will be added to the balance on your account.

    When logged in, your store credit will show up under payment methods at the checkout.

    Store credits have a three year expiration date, so you can shop at your leisure

    You can check your balance by logging into your account.

    CHECK YOUR BALANCE HERE

    Please note, we cannot refund the balance of your store credit.

  • Refunds

    Once your return reaches us, your funds will be issued back to your original payment method.

    Credit & Debit Cards

    Bank processing times vary. Please allow up to 5 business days from the date you receive your refund confirmation.

    PayPal

    Visit the PayPal Refunds FAQ

    Refunds will be issued instantly once we process your return. The funds may go back into your bank account or stay within your PayPal account.

    Afterpay

    Visit the Afterpay Refunds FAQ

    Afterpay will refund any completed payments and cancel any outstanding payments.

    For partial returns, Afterpay will deduct your refund value from the final payment and work backwards.

    Store Credit

    If you paid using store credit, your refund will be added to the balance on your TULIO customer account. You can redeem this credit on future orders.

  • Final Sale

    Items marked as Final Sale cannot be returned.

    This means:

    • no refunds
    • no store credits
    • no exchanges

    This allows us to pass on the best possible value on these clearance items. In the spirit of fairness to all customers, we cannot make exceptions.

    Before Purchasing a Final Sale Item

    We encourage you to:

    • Check the size chart to ensure your best fit.
    • Read the description carefully.
    • Ask us any remaining questions you have about the garment.

      Production samples are sometimes sold as Final Sale at a heavily discounted price. We will always disclose any production errors (i.e. mismatched thread colour), so you know what to expect.

    In the event that you receive a Final Sale item that has an unlisted fault, please get in touch.

  • Multiple Orders in One Return

    Please lodge a return for each order in our system

    If you do not lodge a return for each order, this will delay processing time.

    Once you have lodged all returns in the system, choose just ONE of the generated labels to attach to your parcel.*

    Ensure all items in the parcel meet our returns criteria

    Lodging it in our system will also ensure all items are eligible to be returned. Sending back ineligible items may result in your return being refused.

    Items being returned for refund

    Items being returned for a refund will all be processed when they reach us as usual.

    Items being returned for exchange / store credit

    Allow for a longer processing time

    Our store credits and size exchanges are issued when your return label is scanned.

    *If you have a preference for which return is processed faster, please use the return label from that order for your parcel.

    Items from any other orders that you are also returning in the same parcel will be processed once they reach us.

    Example Scenario

    You are sending back items from two orders.

    • Order 1 contains a dress, which you are exchanging for a different size. You need the new size ASAP for an event.
    • Order 2 contains a top that you are sending back for store credit.

    Use the return label from Order 1 for your parcel.

    As soon as you post the parcel and the tracking is scanned, we'll ship out the exchange (allow for standard order processing time).

    Once your return reaches us, we'll then process Order 2 and issue the store credit for your top.

Full Terms & Conditions

Returns Window

Items must be sent back to us within 30 days of receiving your parcel.

Items must be returned in a re-saleable condition

Please return items in a condition you would be happy to receive them in. Items must be in their original condition with swing tags intact and free of marks, pet hair, scents or odours.

Upon receipt of your parcel

As a courtesy to your fellow customers, please be mindful to follow these steps incase you wish to return your garment/s.
Please thoroughly inspect your purchase/s promptly upon arrival incase of any issues. Keep all tags and swing tickets intact until you are sure the garments are suitable. Take care when trying on your garments to avoid makeup marks and perfume transfer. Avoid any contact with pet hair or cigarette smoke.
Failure to comply with these conditions may result in your refund being refused.

*Exclusions

Items marked as Final Sale cannot be returned or exchanged.
For hygiene reasons and for your protection, we do not offer returns on earrings. We are unable to accept returns on consumable products, including, but not limited to: candles, lip balms, hand creams, hand sanitiser, bath salts and soaps. 

Faulty Items

In the rare and unlikely event you have received a faulty item, please contact us as soon as possible at customerservice@tulio.com.au so we may assist you.
This includes any items they may normally be excluded from returns.

Return Shipping

Ensure you keep your tracking details until we have received and processed your return. Unfortunately, we will not be able to process your return if it is lost in the mail.

Return to Sender

It is necessary to use a new label when returning your item/s. Please DO NOT write "Return to Sender" on your parcel in place of arranging a return label. This increases the likelihood of your parcel being lost in the mail, and we are charged a fee by Australia Post.
Items returned using Return to Sender will incur a $15 fee, which will be deducted from the value of your refund or store credit.

Fair Use

TULIO reserves the right to refuse service (returns and/or orders) if an individual is using our services in an unfair manner. Generally if an issue arises, we will simply notify you so you can avoid inadvertently violating our terms moving forward. Further steps may be taken if the issue continues.
This includes behaviours such as repeatedly sending back items that violate our terms and conditions, or being unduly rude to our team members. While we extend leniency to our customers and assume they are acting in good faith, there may be rare cases where we have to rescind our services.

More Questions?