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.
Start a Return
You can submit your return or exchange request by going through our portal below. Click the button to start your return.
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SIZE SWAP
Exchange your size on the same item
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CREDIT
Added to your account as a payment method
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REFUND
Issued back to your original payment method
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30 DAYS
To lodge your return after your order is delivered
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EXCLUDED
Final Sale or non-resaleable items*
RETURN FAQ
How does the new $3.89 Checkout + work
Returns & Exchanges
We offer a simple returns process through our online returns portal. Your return options depend on whether you selected Redo’s Checkout+ at checkout.
Checkout+ Customers
(Customers who selected Checkout+ at checkout for $3.89)
Checkout+ gives you free returns and parcel protection.
You can return your order for:
• Refund
• Store Credit
• Exchange for any other item
• Size Exchange
Your benefits
• Free return shipping
• Free exchanges
• Exchange to any item (not just size)
• Parcel insurance
If your parcel is lost in transit, your order is protected. Once Australia Post confirms the parcel as lost, we will replace the order where possible or issue a refund.
Standard Returns
(Customers who did NOT select Checkout+ at checkout)
You can still use our returns portal, but different conditions apply.
Refunds
• A $9.95 return label fee will be deducted from your refund.
Store Credit
• Free return label provided
Size Exchanges
• Free return label provided
• Exchanges are size only (same item, different size)
Exchanges for a Different Item
• Only available to Checkout+ customers
Final Sale Items
Final Sale items are not eligible for refunds or exchanges.
They can only be returned for Store Credit, and:
• A $9.95 return label fee will be deducted from the credit amount.
Parcel Protection (Checkout+ Only)
If you selected Checkout+, your order is protected if the parcel is lost in transit.
Once Australia Post determines the parcel is lost, we will:
• Replace the order where possible, or
• Issue a full refund
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. Previously issued store credits are non-refundable. 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!
Can I post something back myself?
- Enter your order number and email address in the form above.
- Print your prepaid label, or ask the post office to print it for you.
- Package your items securely and attach the label.
- Make sure any old addresses are covered if reusing our satchel.
- 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.*
If you lodge both returns is a short time period, the system will generally recognise this and allow you to combine the returns.
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 just write Return to Sender on my parcel?
Please don't do this. Australia Post charge us a large fee when you do this and we will deduct it from the value of your refund or store credit.
Please DO NOT write "Return to Sender" on your parcel in place of arranging a return label.
Items returned using Return to Sender will incur a $15 fee, which will be deducted from the value of your refund or store credit.
It is necessary to use a new label when returning your item/s. It is necessary to use a new label when returning your item/s.
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.
Understanding the $3.89 Checkout + Option
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.
FINAL SALE - What does it mean
Final Sale Items
Final Sale items are not eligible for refunds or exchanges.
They can only be returned for Store Credit, and:
• A $9.95 return label fee will be deducted from the credit amount.
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.
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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.
- 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.
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Store Credits
TIMEFRAME
Store credits will be issued shortly after your return is posted.
Once Aus Post scans your parcel, it will update our returns system within 24 hours and issue your credit.
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.
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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.
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Final Sale
Items marked as Final Sale can only be returned for Store Credit and the $9.95 label charge will be deducted from the value of your credit.
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.
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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.*
If you lodge both returns is a short time period, the system will generally recognise this and allow you to combine the returns.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.