Returns & Exchanges

Looking to return or exchange an item?
Initiate a return below.

Initiate a Domestic or International Return

Domestic (U.S.) returns are subject to a $10 return shipping cost. This fee is waived when the customer elects to receive store credit. International returns are subject to a standard return shipping cost of $40.

United States Customers

Timeline:
Items must arrive at our warehouse within 14 days of delivery to be eligible for a full refund. Returns received outside of this window will be shipped back.

Processing Time & Refunds:
Kindly allow up to 7 business days for your return to be processed once received. After processing, refunds will be issued to the original payment method within approximately 5 business days.

Eligible for Returns:
(a) Unworn, unwashed, in original condition, with tags attached. (b) Items with hygiene strips must be unused with the strip intact. (c) Fragrance items must be unused, unopened, in their original condition with all packaging and seals intact.

Ineligible for Returns:
(a) Items marked as “Final Sale” on product page and at checkout. (b) Makeup, earrings, hair accessories, and underpinnings may not be returned. (c) Opened fragrance or beauty items are final sale.

Return Shipping Cost:
A $10 return-shipping cost applies to all returns.

Exchanges:
Exchanges are free and processed as a new order.

In-Store Returns:
Accepted at Ulla Johnson US boutiques within 14 days of receipt.

EU Customers (Right of Withdrawal)

If you are located in the European Union, the following rights apply:

If you are a consumer located in the European Union, the following mandatory rights apply pursuant to the EU Consumer Rights Directive (Directive 2011/83/EU), as amended by Directive (EU) 2019/2161 and Directive (EU) 2023/2673, and applicable Member State implementing legislation. These rights cannot be waived or restricted by contract.

Right of Withdrawal:
You have the right to withdraw from your purchase within 14 calendar days without giving any reason. You may exercise this right at any time during the withdrawal period, including before you have received the goods. The withdrawal period expires 14 calendar days from the day on which you, or a third party designated by you (other than the carrier), acquires physical possession of the goods. Where you have ordered multiple goods in a single order that are delivered separately, the withdrawal period expires 14 calendar days from the day on which you acquire physical possession of the last good delivered. If the withdrawal period expires on a non-working day, the deadline is extended until the next working day.
To exercise your right of withdrawal, you must inform us of your decision by means of a clear, unequivocal statement. You may do so by any of the following methods: (a) using the clearly labeled “Initiate a Domestic or International Return” button available on our Site through your account page or order history; (b) sending an email to orders@ullajohnson.com; or (c) sending a letter by post to Ulla Johnson Inc., 270 Lafayette Street, New York, NY 10012. To meet the withdrawal deadline, it is sufficient for you to send your communication before the 14-day period has expired.

Online Withdrawal Function:
In accordance with Directive (EU) 2023/2673, our Site provides a clearly labeled withdrawal function accessible from your account page or order history. This function will remain visible and available throughout the withdrawal period. After clicking the “Initiate a Domestic or International Return” button, you will be asked to confirm your decision by selecting a “Confirm Withdrawal Here” button (or equivalent unambiguous wording). You will not be required to re-identify yourself if you are already logged into your account. Upon submission, you will receive an acknowledgment of receipt by email, including the date and time of your withdrawal notification.

Model Withdrawal Form:
The following model withdrawal form is provided in accordance with Annex I(B) of the EU Consumer Rights Directive. You may use this form, but it is not obligatory.

To: Ulla Johnson Inc., 270 Lafayette Street, New York, NY 10012; Email: orders@ullajohnson.com.

I hereby give notice that I withdraw from my contract of sale of the following goods: [Description of goods / order number]; Ordered on [date] / received on [date]; Name of consumer(s); Address of consumer(s); Date; Signature of consumer(s) (only if submitted on paper).

Return Window:
After notifying us of your withdrawal, you have 14 additional days to return the goods.

Condition of Returned Items:
(a) You may handle the goods only to the extent necessary to establish their nature, characteristics, and functioning (as you would in a physical store). (b) You are only liable for any diminished value of the goods where such diminution results from handling beyond what is described in (a) above. (c) We may reduce your refund accordingly, but only to the extent of such diminished value.

Refunds:
We will reimburse all payments received from you, including the cost of standard delivery (i.e., the least expensive standard delivery option we offered), without undue delay and in any event no later than 14 calendar days from the day on which we receive the returned goods or you provide evidence of having sent them back, whichever is earlier. We will use the same means of payment you used for the original transaction; you will not incur any fees as a result of the reimbursement. If you selected a delivery method other than the least expensive standard delivery offered, we are not obligated to reimburse the supplementary delivery costs.

Return Shipping Costs:
You are responsible for the direct cost of returning the goods to us, provided that we have informed you of this cost prior to the conclusion of the contract. If we fail to inform you of this cost in advance, we will bear the return shipping costs. The return shipping cost reflects only the actual cost of shipping and is not a restocking fee.

Items Not Eligible for Withdrawal

Under EU law, the right of withdrawal does not apply to:

(a) Goods that are sealed and not suitable for return due to health protection or hygiene reasons, where such goods have been unsealed after delivery (for example, swimwear or undergarments with a hygiene seal that has been broken). (b) Goods that are made to your specifications or are clearly personalized (custom or made-to-order items). (c) Goods that, by their nature, are liable to deteriorate or expire rapidly.

Failure to Inform:
If we fail to inform you of your right of withdrawal before the conclusion of the contract, the withdrawal period will be extended by 12 months from the end of the original 14-day withdrawal period. If we provide the required information within those 12 months, the withdrawal period expires 14 days after the day on which you receive that information.

Mandatory Nature of These Rights:
The rights set forth in this section are mandatory under EU law and cannot be waived or restricted by contract. Any contractual term that directly or indirectly limits these rights shall be void and unenforceable as against EU consumers. Nothing in our general return policy, Terms and Conditions, or Terms of Sale shall override or limit the withdrawal rights described in this section.

International Customers (non-EU)

Timeline:
Items must arrive at our warehouse within 14 days of delivery to be eligible for a full refund. Returns received outside of this window will be shipped back.

Eligible for Returns:
(a) Unworn, unwashed, in original condition, with tags attached. (b) Items with hygiene strips must be unused with the strip intact.

Ineligible for Returns:
(a) Items marked as “Final Sale” on product page and at checkout. (b) Fragrances, makeup, earrings, hair accessories, and underpinnings may not be returned. (c) Opened fragrance or beauty items are final sale.

Return Shipping Cost:
A $40 return-shipping cost applies to all returns.