Returns Hub

Welcome to returns, made easy!

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

If you have yet to use our returns service, we encourage you to thoroughly read through the information on this page.

If you know the drill and live in Australia, click below to get started.

CLICK TO START RETURN

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Returns 101

  • Returns Period

    Please place your return within 30 days of receiving your order.

  • Your Options

    1. Exchange the size
    2. Exchange the style
    3. Store credit
    4. Refund

  • Return Postage

    We offer a fully tracked, prepaid returns label.

    • FREE for exchanges / store credits 
    • $8.95 flat rate for refunds

    Or pay at your local post office and keep your tracking. 

  • Processing Time

    Your exchange, store credit or refund will be processed after we receive your returned items, generally within 1 - 2 business days.

  • Eligible Items

    Everything, including sale items! Provided that they are in re-saleable condition and do not have any hygiene restrictions. 

    Full terms & conditions at the bottom of this page.

  • Return to Sender

    Writing "Return to Sender" on your parcel in lieu of a return label will incur a $12 fee, deducted from your refund/credit.

    Please contact us if you require assistance.

    Aus Post charges high fees for these items and they are more likely to be lost.

Option 1

Exchange for a New Size

Not the right fit?

No worries!

We know this is can be the trickiest part about online shopping.

We will happily provide you with a FREE prepaid returns label to ship back your item/s, and once we receive it back, we will also ship out the right size for free!

Please create your exchange as soon as possible to make sure your new size is reserved, as we do sell out quickly.

Option 2

Exchange for a New Style

Don't love the colour, print, fabric, or just doesn't feel very you?

That's fine too!

We only want you to keep items that you love and feel fantastic in.

We will happily provide you with a FREE prepaid returns label to ship back your item/s, and once we receive it back, we will also ship out your new garment/s for free.

Time to grab something else you had your eye on!

Option 3

Store Credit

Didn't work out and want to treat yourself to something else later?

Good plan!

Just select Store Credit when you place your return, and we will provide you with a prepaid returns label to send your item/s back to us fully tracked and free of charge.

As soon as they reach us, your store credit will be issued to you via email.

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

Option 4

Refund

Didn't work work out this time and just want your money back?

Not a problem!

We know that the option to request a refund is an important part of an easy, online shopping experience.

At this stage, we are unable to cover the cost of return postage for refunds. However, if you use our returns portal, we will supply you with a prepaid returns label for $8.95. This tends to be cheaper than paying at the post office.

This cost will simply be deducted from your refund total upon processing.

Once we receive your return, your funds will be issued back to the payment method used when placing your order.

Credit & Debit Cards

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

PayPal

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.

Visit the PayPal Refunds FAQ

Afterpay

Your refund from Afterpay will generally be processed within 24 hours of us processing your return.

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.

Visit the Afterpay Refunds FAQ

Sending Back Your Return

  • Prepaid Returns Labels

    If you used our returns portal to place your return, a prepaid returns label will have generated as the last step. You can download it from your browser, or access it later via the copy sent to your email address.

    Once you have your returns label, you can either print this yourself, or take your smart phone to the post office and show them the email. They will be able to print it for you, free of charge.

    Didn't receive your label?

    Wait a few minutes and please also check your junk or promotions folders.

    Still didn't receive it?

    Sometimes a formatting issue with the shipping address on your original order prevents the returns label from being generated.

    If this happens, please get in touch and we will send you a new one.

  • Packing your return

    We don't mind what you use to ship back your return in, just so long as it is packed safely.

    Our recommendation is to reuse the shipping satchel that your order came in. Just make sure the original addresses are completely covered so that no mix-ups happen in the mail.

    The easiest option is just to turn it inside out and sticky tape it closed and then secure your label on the outside.

  • Multiple Returns

    If you are returning multiple items from one order, please send them all back at once.

    If you are returning items from multiple orders, please use the returns portal to create returns for both orders.

    You may combine all items into one parcel and just use one of the generated returns labels. Please include the A4 packing slip, which came with both of your orders.

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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 exchange or refunds on earrings unless faulty.

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.

Return Shipping

We highly encourage you to use our Returns Portal to place your return.

I you do choose to arrange your own 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.

Please note, that we do not reimburse the cost of your shipping if you choose to arrange it yourself.

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?