FAQ

Frequently Asked Questions (FAQ)

1. Orders & Payments

How do I place an order?
Simply choose your product, select the variant (if applicable), click “Add to Cart,” and proceed to checkout. You’ll receive an order confirmation by email once it’s completed.

Which payment methods do you accept?
We accept secure payments via:

  • Visa
  • Mastercard
  • American Express
  • Maestro
  • Google Pay
  • Apple Pay
  • PayPal
  • (No cash on delivery or bank transfers)

Can I cancel or change my order?
Orders can be cancelled within 24 hours of placement. After this period, your order will already be processed. Please email us immediately at contact@ulorra.com for assistance.

2. Shipping & Delivery

What are the shipping costs?
Shipping is 100% free for all orders no minimum spend and no hidden fees. This applies to all countries we serve:

  • Australia (AU)
  • United Kingdom (UK)
  • United States (US)
  • New Zealand (NZ)
  • Canada (CA)

How long does delivery take?
Orders are processed within 1–3 business days.
After that, delivery takes approximately 3–8 business days depending on your country.

How can I track my order?
Once shipped, you'll receive a tracking code by email. Use this to follow your order’s progress through our delivery partner.

Why did I receive only part of my order?
We sometimes ship items from multiple warehouses for faster delivery. Remaining items usually arrive within a few days.

My package is delayed — what should I do?
Check the tracking status first. If you haven’t received your order within 3 days after the estimated delivery date, contact us at contact@ulorra.com.

3. Returns & Refunds

Can I return my order?
Yes, you can return your order within 14 days of delivery. Items must be:

  • Unused and undamaged
  • In original packaging with tags

Are there return fees?

  • Faulty or incorrect items: Free return shipping
  • Changed your mind or ordered the wrong item: Return shipping is at your own cost

How do I start a return?
Email us at contact@ulorra.com with your order number and reason for return. We'll provide return instructions and the correct address.

When will I receive my refund?
Once we receive and inspect your return, your refund will be processed within 14 business days to your original payment method.

Can I exchange an item?
Yes! Contact us and we’ll help you with a fast and easy exchange process.

4. Products & Warranty

Do you offer warranty?
Yes, all products come with a 14-day warranty, in addition to your statutory 14-day return right.

What if I receive a defective or wrong item?
Please notify us within 24 hours of receiving your order. We'll send a replacement free of charge or offer a full refund if necessary.

5. General & Contact

Can I ship to a different address?
Yes. You can enter a different shipping address during checkout.

Do you have a physical store?
No, Ulorra is an online-only brand. This helps us keep prices competitive and offer fast, global service.

Where do you deliver?
We currently ship to:

  • Australia (AU)
  • United Kingdom (UK)
  • United States (US)
  • New Zealand (NZ)
  • Canada (CA)