F.A.Q

Orders

How long will my order take to ship?

Orders are processed within 2 business days. Once processed you will receive your order within 2-7 business days. Delivery times can vary based on your shipping destination. We offer delivery Monday - Friday via our shipping service UPS, we DO NOT offer delivery on Saturday. Orders placed Friday- Sunday will ship out Monday, excluding holidays. Express orders including 2nd Day and Overnight placed Monday - Friday after 12 PM Eastern Time will be processed the following business day. Express orders placed Saturday - Sunday will be processed Monday.

Can I change contents within my order?

If you would like to change the contents in an order, please contact our customer service team at orders@ullajohnson.com. Depending on when the order is placed, we may or may not be able to change or cancel orders.

Can I cancel my order?

If you would like to cancel an order, please contact our customer service team at orders@ullajohnson.com. Depending on when the order is placed, we may or may not be able to change or cancel orders.

What forms of payment do you accept?

We currently accept all major credit cards, Apple Pay (on mobile only), and PayPal.

Will tax be applied?

Prices displayed on the website are exclusive of taxes. When you proceed to purchase your order, sales tax and customs duty (where applicable) will be calculated on the total merchandise value, and displayed in checkout.

Do you offer exchanges?

We offer exchanges on our website. To learn more about exchanges and returns see the Returns&Exchanges page on our website, which can be accessed through the footer. Please note orders placed prior to 3/10 are not eligible for exchange.

Do you accept returns of sale merchandise?

We accept sale merchandise returns, except when items are marked as "final sale." When item is final sale we do not allow returns unless an item is received damaged.

Do you collect a full deposit for preorder?

For pre-orders, we collect 100% of payment upon checkout.

Do you offer price adjustments?

We do not offer price adjustments. Any questions reach out to orders@ullajohnson.com

Do you take phone orders?

Yes we take phone orders, please call our customer service team at (646)-741-0735

How can I check the status of my order?

After placing an order, you will receive an order confirmation with your order number. If you have a customer account with us, you can track the status of all of your orders in your account. When your orders ships out, you will receive a tracking number.

How do I redeem a promotional code?

Discount codes are applied in checkout.

First time shopper discount code

We do not offer a first time customer discount code.

Do I need to set up an account to place an order?

We accept orders as a guest or as a logged in customer. If you have an account you can check your order status by visiting your order history under My Account.

I haven’t received my order, what should I do?

Typically orders take anywhere from 5-7 business days to ship out. If you have not received your order please contact our customer service team at orders@ullajohnson.com

When will my order be processed?

Orders are processed within 48 hours of being placed.

Do you offer international sizing?

Our standard sizing is sized 0-12 and P-XL. We have international size charts on each prodcut page to help guide you. Please reach out to customer service, orders@ullajohnson.com if you have further questions.

What is ‘Pre-Order’ and when will a pre-order item ship?

We offer two types of pre-order, Shop the Runway, and true pre-order. Shop the runway occures one week after our runway shows, in September and February. Customers have the ability to shop the collection 5-6 months before it ships out. Additionally, 1 month prior to a products expected ship date, we launch some styles on pre-order. We collect 100% of funds upon checkout for pre-order. If you have questions or need assistance with pre-order please contact our customer service at orders@ullajohnson.com

How do I purchase a gift card?

You can purchase a gift card by clicking on the "gift card" item in our navigation. Please note, that gift cards must be forwarded via email from the purchaser to the desired recipient.

What do I do if I received damaged merchandise?

If you were shipped damaged merchandise, please reach out to customer service at orders@ullajohnson.com. Please attach a photograph of the damage in your email in order to expedite the return.

Shipping

Can I change my shipping address?

Depending on the state of your order, our customer service team can help change your shipping address. Please contact us at orders@ullajohnson.com

After placing an order, can I expedite my shipping method?

Depending on the state of your order our customer service team can help change your shipping method. Please contact us at orders@ullajohnson.com

How long will it take to receive my order?

Orders typically ship out within 48 hours. Depending on your location, shipping times may vary. Please allow for 5-7 business days.

Do you ship internationally?

We offer International Express shipping on all International orders. The customer is responsible for the shipping and return costs, as well as duties and taxes. All duties and taxes must be paid upon checkout.

How much duties and taxes will I have to pay?

For all currencies other than EUR and GBP, customers will be prompted to pay duties and taxes at checkout. When shopping the site in EUR or GDP, duties and taxes are included in the price of a product.

Do you ship to a PO box?

We do ship to a PO box, however sometimes it can cause delays. Please reach out to customer service team orders@ullajohnson.com if you are having trouble with a PO box order.

Do you ship to Hawaii, Alaska, and Puerto Rico?

We offer shipping to Hawaii, Alaska, and Puerto Rico.

How much are shipping costs?

We offer free ground shipping for domestic orders.

What is the cut off time for overnight delivery?

In order to receive an order next day, orders must be placed by 12PM and overnight shipping must be selected as your shipping method.

Do you offer Saturday delivery?

We do not offer Saturday delivery.

My package is lost

Please reach out to our customer service team if you believe you package is lost/stolen. We will file a UPS claim on your behalf.Please note these claims can take up to 20 days to process. Ulla Johnson Inc is not responsible for any lost or stolen packages shipped without signature required that note delivery confirmation to the correct shipping address.

Returns

How can I request a return?

In order to return an item, please visit our Returns & Exchanges page in the footer of the website. You will be prompted to start a return or exchange. Shipping labels will automatically generate once the return request is submitted. If you are an international customer trying to process a return, please contact us directly at orders@ullajohnson.com. Any orders placed before March 9th 2020 should contact customer service at orders@ullajohnson.com to request a return.

Where can I download a return label?

After submitting a return or exchange, you will be able to download return shipping labels from the return confirmation page. In addition, return shipping labels will be sent to your email. If you cannot access your return shipping label, please contact us at orders@ullajohnson.com. If you are an international customer trying to process a return, please contact us directly at orders@ullajohnson.com.

How long do I have to return an item?

Returns must be requested within 14 days of the ship date for a full refund. Any return requested after 14 days will be denied.*Due to the COVID-19, we have extended our return policy. If you purchased March 10th to present, you will be eligible for a return through 5/1*

Are returns free?

Customers are responsible for the return shipping fee, which will be deducted from the refunded total.

Can returns be processed in store?

We accept returns for online orders at our Bleecker Street store location. Returns made to the store qualify for store credit or exchange within 14 days of purchase online.

Do you offer exchanges?

We offer exchanges on our website. Please visit the Returns&Exchanges page on our website, which can be accessed through the footer. For international orders, please contact our customer service team for an exchange, orders@ullajohnson.com. Any orders placed before March 9th 2020 should contact customer service at orders@ullajohnson.com to request a return. Please note orders placed prior 3/10 are not eligible for exchange.

Do you offer store credit?

When an item is returned, you will be prompted to use the returned value in an immediate store credit voucher. The credit is given in a discount code, which will be on the return confirmation page and also sent to your email address.

What is your return policy?

Returns must be requested within 14 days of the shipping date for a full refund. Any return requested after 14 days will be denied. All merchandise returned must be returned in the original condition, unworn, unwashed, with tags intact. We reserve the right to deny credits if the merchandise returned does not meet our return policy requirements. *Due to the COVID-19, we have extended our return policy. If you purchased March 10th to present, you will be eligible for a return through 5/1*

When can I expect to receive my refund?

Returns can take up to 14 days after delivery for our e-commerce warehouse to process. Once your return is received at our warehouse, you will be refund within 72 hours of delivery. You will receive an email confirmation once the refund is processed. A credit will post to your statement within 2-7 business days depending on your financial institution.

Can I return an item that is pre-order?

Normal return policy applies for all Pre-order and Shop the Runway orders.

Can I return an item that is final sale?

Any merchandise discounted at 40% or higher is final sale. No exchanges or returns will be accepted for final sale merchandise. Items that qualify as final sale are noted on their product page. No price adjustments on past purchases. All fragrance and underpinning orders are final sale.

Can I return or exchange even if it’s outside of the return window?

Please contact our customer service team at orders@ullajohnson.com. *Due to the COVID-19, we have extended our return policy. If you purchased March 10th to present, you will be eligible for a return through 5/1*

How do I return an international order?

In order to return an international order, please reach out to orders@ullajohnson.com. We will provide a return shipping label and certificate of insurance for the return. Please note that the customer is responsible for the return shipping cost. This amount will be deducted from the refund amount. Orders can only be returned via DHL Express. If you do not have access to DHL Express, returns can not be accepted.

My Account

How do I see my past orders?

After logging into your account, you will be able to view all order history. Please contact us if you have any questions.

How do I reset my password?

If you need to reset your password, you will be prompted to do so on the account login page. Please contact us if you have any questions.

Stock Inquiries

Where can I find your product?

We sell our product directly on our website, https://ullajohnson.com and in our stores in Manhattan and Amagansett. Other places you can find our product online include: Nordstrom, Forward, Net-A-Porter, Shopbop, Revolve, Intermix, Moda Operandi, and Goop. You can find an extensive list of our department store, speciality and international wholesale partners on our website, link below for your reference: https://ullajohnson.com/stores

What if an item is out of stock?

If an item you are looking for is showing out of stock, please contact our customer service team at orders@ullajohnson.com or give us a call at (646)-741-0735. We are happy to provide stock availability in our retail stores, and a list of wholesalers who may have purchased the requested item(s). Additionally, sign up to receive back-in-stock notification on the product detail page of our website.