Refund & Returns

1. Our Commitment to You

We want you to love every piece you purchase from ULA. If something isn't quite right, we're here to help. Returns and refunds are handled on a case-by-case basis with care and understanding.

2. Contact Us First

Before returning any item, please reach out to our support team at [email protected]. Share your order information, product details, and the reason for your return request. We'll guide you through the next steps and provide a return authorization if your request is approved.

3. Returns Eligibility

We accept returns within 30 days of delivery. To be eligible for a return, items must be:

• Unworn, unwashed, and in original condition
• Returned with all original tags, packaging, and accessories
• Accompanied by proof of purchase or order confirmation

4. Return Conditions by Product Category

Due to the intimate and delicate nature of our products, return eligibility varies by category:

• Silk Sleepwear & Loungewear — may be tried on briefly over clean undergarments for fit only. Not eligible if worn, washed, slept in, or shows signs of use, odors, makeup stains, or removed hygiene strips.
• Lingerie, Bras, Panties & Hosiery — not returnable if the hygiene strip has been removed, packaging opened, or item tried on without clean undergarments. These items must remain in original, unopened condition.
• Jewelry — must be unworn and in original packaging. Earrings and other pierced jewelry are final sale for hygiene reasons. Personalized or engraved jewelry cannot be returned.
• Scarves & Small Accessories — may be returned if unused, unworn, and with all original tags and packaging attached.

We reserve the right to refuse returns that do not meet these conditions.

5. Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned unless defective:

• Earrings and other pierced jewelry
• Personalized or engraved jewelry
• Lingerie, panties, hosiery, and intimate apparel once packaging or hygiene seals have been opened
• Items marked as final sale or clearance
• Gift cards and promotional vouchers

6. Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery. Include clear photos of the issue along with your order details, and we'll work quickly to make it right with a replacement, exchange, or full refund.

7. Refund Process

Once your return is received and inspected, we'll notify you of the approval status. Approved refunds will be processed to your original payment method (PayPal or Airwallex) within 5–10 business days. Processing times may vary depending on your bank or payment provider.

8. Return Shipping

9. Exchanges

If you need a different size or color, we recommend returning the original item for a refund and placing a new order. This ensures faster processing and guarantees availability of your preferred item.

10. Order Cancellation

You may request an order cancellation within 12 hours of placing your order. After this window, your order may have already entered processing or shipment stages and cannot be cancelled. In such cases, you may request a return once the order is delivered.

11. Policy Updates

We may update this policy from time to time to reflect changes in our services or legal requirements. Any updates will be posted on this page with a revised date.