Returns Hub

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

If you have yet to make a return with TULIO, we encourage you to thoroughly read through the information on this page.

Start My Return

Returns 101

  • Time Frame

    Returns Period

    Please post back the item/s you are returning within 30 days of receiving your order.

    Processing Time

    Your return will generally be processed 1 - 2 business days after your return has been delivered.

  • Shipping Your Return

    We supply prepaid returns labels through our Returns Portal, which include tracking.

    We offer refunds for a flat postage rate of $8.95 or -if you choose a store credit your return postage will be FREE of charge, Australian orders only

  • Eligible Items

    You are able to return all items* provided they are in re-saleable condition and do not have any hygiene restrictions. 

    *Full terms & conditions at the bottom of this page.

  • Store Credits

    As soon as your return reaches us, your store credit will be issued to you via email in the form of a Gift Card.

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

    Can't find your store credit or not sure how much credit you have left? No problem, get in touch and we can reissue your credit via email.

  • 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 10 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.

Terms & Conditions

Returns Window

Items must be sent back to us within 30 days of being received.

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

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

We strongly encourage you to use our Returns Portal, as the supplied postage labels include tracking.

These labels are FREE for exchanges and Store Credits for full priced items.

The $8.95 Flat Rate Label fee applied to Refunds is generally much cheaper than paying for your own postage.

If you prefer to arrange your own shipping, please 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 $12 fee, which will be deducted from the value of your refund or store credit.

Questions?