At TULA, we want your shopping experience to be simple and transparent. Please read this Shipping, Return & Exchange Policy carefully before placing your order.
By placing an order through our website, you acknowledge this policy, subject to any rights available to you under applicable consumer law.
SHIPPING POLICY
1. Order Confirmation
Once your order has been successfully placed and confirmed, TULA will send an order confirmation message to the WhatsApp number provided with your order.
Please make sure you provide a valid and active WhatsApp number when placing your order.
Customers are responsible for ensuring that the contact details and delivery information provided at checkout are correct.
2. Dispatch & Tracking
Once your order has been dispatched, you will receive a dispatch confirmation message along with the available details.
3. Shipping Charges
Applicable shipping charges will be displayed at checkout or communicated before your order is confirmed.
Shipping charges may vary depending on the delivery destination, order value and courier service.
4. Estimated Delivery
Estimated dispatch and delivery times are provided as a guide and may vary depending on the product, destination and courier service.
While we make every reasonable effort to deliver orders within the estimated timeframe, delivery dates cannot always be guaranteed.
5. Delivery Delays
Occasionally, delivery may be delayed due to circumstances including:
Courier or logistics delays
High order volumes
Weekends or public holidays
Adverse weather conditions
Floods, storms or other natural events
Transportation disruptions
Customs clearance or inspections
Government restrictions or regulatory requirements
Strikes or operational disruptions
Remote delivery locations
Incorrect or incomplete delivery information
Technical or system issues
Other circumstances beyond TULA’s reasonable control
If TULA becomes aware of a significant delay affecting your order, we will make reasonable efforts to inform you through the WhatsApp number or email address provided with your order.
6. Incorrect or Incomplete Address
Customers are responsible for providing the correct:
Full name
Delivery address
Phone/WhatsApp number
Email address
Any other information required for successful delivery
If you notice an error after placing your order, please contact us immediately.
Once an order has been dispatched, we may not be able to change the delivery address.
If an order is returned to us because of an incorrect or incomplete address, failure to receive the parcel, or unsuccessful delivery attributable to the customer, additional shipping charges may apply for redelivery.
7. Failed Delivery
Courier partners may contact you to complete delivery.
If the courier is unable to deliver the parcel after its permitted delivery attempts, the parcel may be returned to TULA.
If you request the order to be sent again, applicable redelivery charges may be payable by you where the failed delivery was attributable to the customer.
STOCK AVAILABILITY
8. Product Becomes Out of Stock After Ordering
All orders are subject to stock availability.
In rare cases, an item may become unavailable after an order has been placed due to simultaneous purchases, inventory discrepancies, quality-control rejection or other stock-related circumstances.
If an item you ordered becomes unavailable, TULA will contact you through WhatsApp or email.
Depending on the circumstances, we may offer:
Another available size or colour;
Another product of equivalent value, with your approval;
The option to wait for a restock, if applicable; or
A refund for the unavailable item.
You will not be required to accept a substitute product.
If TULA cannot fulfil a product that you have already paid for and no alternative is agreed upon, the applicable amount will be refunded through the available refund method.
RETURN & EXCHANGE POLICY
9. No Returns for Change of Mind
TULA does not accept returns or provide refunds simply because a customer has changed their mind.
For eligible full-price products, we accept exchanges only for:
Size Exchange or Colour Exchange
All exchanges are subject to the conditions below and stock availability.
Mandatory consumer rights under applicable law remain unaffected.
10. Exchange Request — Strict 4-Day Period
If you require a size or colour exchange, you must contact TULA within 4 calendar days from the date you receive your order.
Exchange requests submitted after the 4-day exchange period will not be accepted, except where otherwise required by applicable law.
Customers should therefore inspect and try on their products promptly after delivery.
To request an exchange, contact us through our official WhatsApp number or customer-care email and provide:
Order number
Customer name
Product you wish to exchange
Required size or colour
Reason for the exchange
Do not send any product back before receiving exchange instructions from TULA.
11. Condition Required for Exchange
An exchange will only be accepted if the product is returned in its original, resaleable condition.
The product must be:
Unworn, except for reasonable try-on
Unwashed
Unaltered
Unused
Free from stains or marks
Free from makeup
Free from perfume, deodorant or other odours
Free from damage caused after delivery
With original tags attached
With original packaging where reasonably possible
All returned products are subject to inspection by TULA.
Products that appear used or damaged will not qualify for exchange.
If a returned product shows signs of wear, washing, alteration, staining, misuse, customer-caused damage or any other condition that makes it unsuitable for resale, TULA reserves the right to reject the exchange, subject to applicable law.
12. Damaged Item Received — Report Within 48 Hours
This rule is separate from customer-caused damage.
If your order arrives damaged, defective, or you receive an incorrect product, you must inform TULA within 48 hours of receiving the parcel.
Please contact us through WhatsApp or email and provide:
Your order number
Clear photographs of the product
Clear photographs showing the damage or defect
Photographs of the packaging where relevant
A video where reasonably requested to help verify the issue
Claims made after 48 hours
If visible damage, a visible defect or an incorrect item is not reported within 48 hours of recorded delivery, TULA may treat the product as having been received in acceptable condition, unless the nature of the defect could not reasonably have been discovered within that period or applicable consumer law provides otherwise.
This distinction protects both the customer and TULA: a product that arrives damaged is handled differently from a product that becomes damaged after it has been received or used.
13. Exchange Delivery Charges
For an eligible size or colour exchange requested by the customer, all applicable exchange delivery/reverse-shipping charges will be borne by the customer.
TULA will communicate the applicable procedure and charges before processing the exchange.
If TULA has sent an incorrect item, or an item is verified to have arrived damaged or defective, the applicable remedy and shipping arrangements will be handled by TULA in accordance with applicable consumer law.
14. Exchange Is Subject to Stock Availability
Approval of an exchange does not guarantee that your requested size or colour will be available.
All exchanges are subject to stock availability at the time the exchange is processed.
If your requested size or colour is unavailable, TULA will contact you regarding the available options.
15. One Exchange Per Eligible Item
Each eligible product can be exchanged once only for a customer-requested size or colour change, unless otherwise required by applicable law.
We strongly recommend checking our size guide carefully before ordering and confirming the replacement size or colour before submitting your exchange request.
OFFER & SALE PRODUCTS
16. Products Purchased on Offer or Sale
Products purchased as part of an offer, promotion, discount or sale are not eligible for a customer-requested return or size/colour exchange.
This includes products purchased using an applicable promotional offer where the product or promotion is identified as non-exchangeable.
We recommend checking the size, product details and offer conditions carefully before completing your purchase.
Where possible, the product page or promotional terms will indicate when an item is Final Sale / No Exchange.
This restriction does not remove any mandatory rights that may apply if the product supplied is incorrect, damaged, defective, or otherwise protected under applicable consumer law.
ORDER CANCELLATION
17. Cancellation Before Dispatch
If you wish to cancel an order, please contact TULA before the order is dispatched.
We will make reasonable efforts to process the cancellation if fulfilment has not progressed too far.
18. No Cancellation After Dispatch
Once an order has been dispatched, it cannot be cancelled.
After you receive the dispatch confirmation and the parcel has been handed over for delivery, we cannot process a standard customer-requested cancellation.
If you no longer want the product after dispatch, our normal Return & Exchange Policy will apply. A change of mind does not qualify for a return or refund.
Any mandatory cancellation rights provided by applicable law remain unaffected.
COLOUR & PRINT VARIATION
19. Product Appearance
We make reasonable efforts to photograph and display TULA products accurately.
However, actual product colours may vary slightly from what you see on your screen due to:
Photography and lighting
Screen brightness
Display settings
Device differences
For printed garments, print or motif positioning may also vary between individual pieces where this is inherent to the fabric or production process.
Reasonable variations of this nature are not automatically considered product defects.
EXCHANGE PROCESSING
20. Inspection & Approval
Once your exchange product reaches TULA, it will be inspected.
If it satisfies our exchange conditions and the requested replacement is available, we will approve and process the exchange.
If the product does not meet the exchange requirements, we may reject the exchange and return the item to you. Applicable shipping charges may be payable by the customer, subject to applicable law.
REFUNDS
21. When a Refund May Apply
TULA’s standard policy is size/colour exchange rather than change-of-mind returns or refunds.
However, a refund may be provided where:
TULA cannot fulfil a paid order because the item is out of stock and no alternative is agreed upon;
A refund is the appropriate remedy for a verified incorrect, damaged or defective product; or
A refund is required under applicable consumer law.
Approved refunds will be processed through the available refund method. The time required for the amount to appear may depend on your bank or payment provider.
QUICK POLICY SUMMARY
Order confirmed: Confirmation sent via WhatsApp.
Order dispatched: Dispatch notification and available details sent to the customer.
Change of mind: No return or refund.
Size exchange: Available on eligible full-price products within 4 calendar days of delivery.
Colour exchange: Available on eligible full-price products within 4 calendar days of delivery.
After 4 days: Customer-requested size/colour exchanges are not accepted.
Exchange shipping: Paid by the customer for a customer-requested size/colour change.
Used, worn, washed, altered or customer-damaged item: No exchange.
Item arrives visibly damaged/defective or incorrect: Contact TULA within 48 hours of delivery with supporting photographs/details.
Offer / sale / promotional products: No customer-requested return or exchange where identified under the offer terms.
Exchange stock unavailable: TULA will contact the customer regarding available options.
Cancellation before dispatch: Contact TULA immediately; cancellation is subject to order status.
After dispatch: No standard customer-requested cancellation.
TULA unable to fulfil a paid order: Alternative options or an applicable refund will be provided.
CONTACT TULA
For shipping, order or exchange assistance:
WhatsApp: +971 50 686 9493 Email: info@tulauae.com Support Hours: Monday to Saturday, 9am to 5pm.
Please include your order number whenever contacting us about an existing order.
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