HULA has a committed anti-counterfeit policy. We will report fake-goods to Customs & Excise as well as charge sellers an admin fee.

Before listing any item for sale, our in-house team of experts subject items to a rigorous authentication process that includes but is not limited to requests for submission of original proof of purchase (if available), inspection of details such as, but not limited to, brand stamps, serial numbers, stitching, material, care labels, and hardware. 

HULA is also partnered with market-leading AI technology Entrupy for authentication and to provide authentication certificates for top designer bags. Please note Entrupy only covers the following popular counterfeit brands as listed here: https://www.entrupy.com/luxury-authentication/ of which certain styles and fabrications are still exempt.

If items have not passed the authentication process or we are unsure, we will simply not sell it. If you believe your purchase is a counterfeit item, please contact us immediately at hello@thehula.com.

All of our listed items are categorised according to our condition guide below:-

New With Tags: New and never worn, still with the original tags attached (also to describe shoes that have never been worn).

Hardly Worn: Has only been worn up-to a few times and in good condition.

Worn: Worn regularly and may have visible defects or signs of wear.

Vintage: Typically 20 years or older, may have visible defects due to its age.

*Items are priced according to their condition.

*Our product descriptions will mention any defects.

*If you shop in-store you may check the condition via the condition tags attached to each product.

We do our best to have items delivered to Hong Kong addresses within 1-3 business days from dispatch of your item, and we will send an email once your item has been shipped. Shipping times will vary for items shipping to international addresses outside of Hong Kong.

We offer free shipping for all local Hong Kong deliveries over the value of HK$2,500.

International shoppers have 3 shipping options to choose from during check-out.

Please note HULA does not cover taxes, import duties, levies, or any other charges that may apply for international shipping addresses. HULA does not accept returns if an item cannot be delivered due to unpaid taxes, import duties, levies, or any other charges. 

Go to the footer of the website and click ‘Returns Portal’ - here you should enter your email address and the order number. You will then be directed to your order where you can select the items you wish to be returned. HULA does not offer free returns, customers are responsible for their shipping arrangements and fees.

All returns can be sent to the return address found on the invoice included with your delivery. Items can also be dropped off in person at any of HULA’s store locations during opening times.

Yes, please bring the return item(s) along with the return form within 5 business days, ensuring that all the HULA and /or original tags are still intact. The items will then be further inspected by our E-Commerce team and you will be notified of your refund via email.

All online purchases are refundable within 48 hours of receiving your parcel. After a return request is processed via your HULA account, the item needs to be returned within 10 working days. All returned items need to have any attached tags still intact and in the same condition that item was received. 

Please note that all items purchased in-store are a final sale.

Do inspect pieces thoroughly before making a purchase, and don’t forget to make good use of our fitting rooms!

You can always contact us anytime at returns@thehula.com.

Unfortunately it is not possible to reserve items fully. The best we can do is take the item off the shop floor (we can not take the item off our website or offline as we also sell on other marketplaces) hence can not guarantee the item won't be sold during this process.

HULA only sell's one of each item and they are sold on a 'first-to-pay' basis.

However you may request to see items at Central or Quarry Bay store anytime, simply email hello@thehula.com or pop into our store to enquire. Transfers and deliveries between stores are usually every Tuesday and Friday.

If you will be sad to see an item get sold, we strongly recommend you buy it online first and then request to have it delivered to one of our stores to try on (you can make a direct return at the store if required afterwards).

After HULA receives the returned item and verifies condition and tags, refunds will be made within 7 days to the same credit card used for purchase.

No, all you need is an email address to place and track orders. However, to check-out faster, receive order updates, view past orders and access your wish-list, we highly recommend setting up a HULA account.

Yes! A HULA gift voucher never disappoints. You can purchase our gift vouchers here or at any of HULA store (Quarry Bay or Central). Customisation is avaliable, making it the perfect gift for all occassions. Click here

They don’t expire — ever.
Single use only, unless indicated otherwise.
Cannot be used in conjunction with any other promotions.
Cannot be result; not exchangeable for cash.
Item(s) purchased with a gift voucher may be exchanged for another item. No cash will be exchanged if the item price is less than the voucher’s value.

We are happy to provide gift wrapping for your order, sending the warmest present to the beloved one. You can select gift wrapping service by paying HKD20 during check out.

Yes, you can. You can leave a message with us during check out and we will be writing on a HULA card with your shipment.

Please send us an email at hello@thehula.com with any further queries.

PRIOR TO SELLING

- Please read our ‘How To Sell’ page and Terms & Conditions & Terms of Use, where we provide further details on the selling process.

- Message us images of the items you would like to sell, stating brand name and condition to WhatsApp +852 6290 2106 or by email at sell@thehula.com for the first screening.

- For footwear, please also provide photos of the soles of the shoes and for fine jewellery, please include a photo of the receipt or GIA certificate.

- We have a minimum of 3 approved items for consignment per drop-off, and up to a maximum of 50 items for consignment per month per seller. Exceptions are Hermes and Chanel items, which are allowed one piece per drop-off.

- Double-check the condition of your items — HULA only takes authentic, cleaned and undamaged pieces .

FIRST SCREENING

- HULA is a highly curated boutique.

- We select items according to brand, style, condition, colour, price expected, season, and current inventory mix and reserve the right to reject items at our discretion. 

- Please note your submission is only a first screening and is not a guaranteed confirmation. 

DELIVERY

- Once your item(s) is accepted and confirmed with a response by our consignment team, you will receive a pre-booking form to book a drop-off time at either our Quarry Bay Warehouse or Central Shop (maximum of 10 items per drop-off due to space). 

- A form needs to be completed by the seller upon arrival to confirm receipt by staff.

- A receipt of your items will be confirmed by HULA via email or WhatsApp.

- Please do not include hangers, clothing bags or shopping bags with your items if you want them returned, as we will not send these items back separately.

- Please remember that both the items and the drop-off time must be agreed upon and confirmed in advance with our consignment team. We cannot accept your items without a prior appointment.

OUR PROCESS

- HULA may at any point during the second screening and quality control process return items that may not be suitable for sale on HULA.

- As part of our all-inclusive service, HULA is responsible for shooting, listing and pricing your items. Item prices are based on market prices.

- Sellers will receive a detailed listing via email from sell@thehula.com to confirm pricing. Please respond ASAP. If the seller does not respond within 14 days and after several reminders a week of the email being sent, the listing will proceed without further notice. Once the listing details are confirmed, HULA will upload the items to our website.

- New items are released at the end of each week. Do come back to check if your item is listed yet — and to do a little more shopping.

- The overall process may take 3-4 weeks from the arrival of your pre-loved items to our warehouse. 

We kindly ask for your understanding of the labour-intensive nature of the consignment model.

HULA is a fully managed, consignment service meaning we take your items in, do all the hard work for you, and pay you once the item has sold, minus our commission fee (see below for what we take, based on the final selling price of an item);

HULA COMMISION FEE'S:

HK$10,000 and below = 35% (minimum of HK$300)

HK$10,001 - HK$25,000 = 30%

HK$25,001 - HK$50,000 = 25%

HK$50,001 - HK$70,000 = 20%

HK$70,001 or higher = 15%

Since HULA’s inception, we have been committed to ensuring the best experience for our customers and building HULA’s credibility as a trusted platform. To protect the rights of shoppers and sellers, all handbags and leather goods undergo a rigorous authentication process with our in-house experts, and Entrupy the market leading standard in authentication globally. This AI-driven authentication software examines items at at a microscopic level and produces a certificate of authenticity that comes with the item when purchased. This service is included in our listing fee.

If an item is found to be counterfeit, it will be immediately removed, the seller will be charged the Entrupy fee of HKD 300 per item or HKD 1000 per Hermès bag or leather-good and an administration fee of HKD 300 per item. We may also cancel the Seller’s account and notify the Customs and Excise Department for potential item destruction to deter further circulation, underscoring our commitment to authenticity and buyer protection.

We would like to consign as much as our stores will physically allow and are experiencing a significant increase in demand from sellers looking to consign their items with HULA. To maintain strong sell-through rates, aiming to have your item(s) sold within 3-6 months, we must be more curated in our selections.

We select items based on brand, season, style, and current inventory mix. HULA reserves the right to return items due to style, condition, and authenticity at any stage during the selling process. 

HULA does not take;

- Very worn, dirty, damaged, stained or musty items

- High street brands: Zara, COS, H&M, Karen Millen, Ted Baker etc

- Regular sportswear: Lululemon, Nike, Adidas (unless a limited edition/ collectable)

- Second labels: Armani Exchange, DKNY, T By Alexander Wang

- Low-mid designer bags & shoes: Coach, Marc by Marc Jacob, Kurt Geiger etc

- Worn shoes (only taken if never worn or worn lightly 1-2 times, unless it is a top selling shoe brand such as Chanel, Dior, Hermès etc.)

- Shoe boxes apart from Chanel or Hermès branded boxes

- Fine jewellery if it’s without the original receipt, certification, GIA or equivalent

- Watches or timepieces

- Items crafted from PVC, patent leather, wood or cork due to their susceptibility to deterioration in Hong Kong’s humid climate

- Smartphone accessories / cases

- Tableware / home ornaments

- Swimwear, underwear, and intimates.

- Counterfeit

Please read our ‘How To Sell’ page and Terms & Conditions where we provide further details on the selling process.

Please register under HULA webpage (place register page) and let us know what you have via Whatsapp (+852 6290 2106) / email (sell@thehula.com)

We price items based on brand, season, style, market value (both retail and second-hand), and condition. Customers should expect significant discounts on preowned items, including 'New with Tags' items, which may be listed up to 70% below the original retail price. HULA competes with brands, especially during sales, affecting pricing. However, for brands like Chanel and Hermes that do not participate in sales, prices can be set higher. Please keep this in mind when reviewing our proposed prices.

Once your items are listed, HULA will send you a listing email to confirm all the details and prices of your items (several emails will be sent and if we do not hear a reply after the 4th email, we may go ahead to sell your items at our proposed price) so please remember to look out for emails from sell@thehula.com.

Simply click the 'Confirm Prices' button or to amend prices / details, simply reply to the email with your comments and HULA will be happy to investigate. If for any reason both parties cannot settle on a listing price, you are free to collect your item from the warehouse at no charge or we can arrange a return shipment at sellers’ cost. All return items must be collected within 10 business days.

If a price range was given during first screening an early-removal fee of HKD 300 per item will be incurred. For handbags that were authenticated by Entrupy, an additional Entrupy fee is payable (HKD 300 per item or HKD 1000 per Hermes item).

If an item fails authentication, there will be a fee of HKD 300 per item or HKD 1000 per Hermes item in addition to the early-removal fee.

We kindly ask for your understanding of the labour-intensive nature of consignment, which leads to significant upfront costs that HULA incurs before any sales are made.

You can check item inventory via your HULA account. Please login to HULA and click My Inventory on the left side of the menu. You can filter by product code (w-number), batch (U-number), date of listing, brand or category!

Items that are purchased online will say Sold, which has a return period, therefore items marked as sold may have the possibility of being returned.

As we sell also on other Marketplaces, sometimes the return period might be greater. These items could be marked 'Pending' and taken offline until the sale is finalised and we are paid.

If your item is not visible on your account 'Pending', it means that we may have sold it on a third-party platform or marketplace. Until we can confirm the item has been sold, the item will be deactivated while we wait for the return period to expire (usually much longer than HULA’s return period of 48 hours.)

We alert sellers by email on the 10th of each month pertaining to any items sold in the previous month. We will also ask for bank and payment details to be entered via a secure third party software. If your bank details have not been submitted after 6 months, your income will be automatically transferred to HULA store credit with an extra 10% on top; the credit will expire after 12 months. Sellers will not receive a notification if no items have been sold.

Upon receiving an income statement on the 10th of each month, sellers will be compensated at the end of the same month. Sellers who have a sale, will receive an income statement including a request to enter their bank details for payment. To ensure payment at the end of the same month the income statement is issued, please have your bank details filled out prior to the 25th day of that month otherwise payment will be delayed until the next month. Please note HULA only pays by bank transfer. Once your payment details have been entered and you have received a payment, there is no need to keep filling in your bank details unless the account number has changed. Currently, HULA is unable to send individual payment slips unless there is a payment dispute.

You can opt to exchange your full statement income into HULA credit, and the good news is that we add a 10% bonus on top if you do (for example; If you are expecting a HKD 1000 payout, your HULA credit will be HKD 1100)!

Store credit has a 12-month period expiry and can be transferable. Once paid credit has been confirmed it is not reversible to cash payment. A link is provided to apply for credit-swap when you receive your email statement where you can spend this online or at one of our stores.

We reserve the right to discount items by 10% every 6 months. Chanel and Hermès may be subject to a 5% discount every 6 months. HULA will alert sellers prior via several emails where sellers can opt to remove their items if they do not wish to discount. If we do not receive any response to the discount emails, we will list your items at the discounted price. As a reminder, we will charge a minimum fee of HKD 300 for all items regardless of the final selling price. 

HULA reserves the right to return your item at any time.  In this case, return of unsold items are sent back at the seller's cost or can be picked up at Quarry Bay within 14 days after notification. Sellers will receive 4 reminders via email; all items not picked up after 1 month, will be donated to charity. 

Please make sure to save sell@thehula.com email in your address books to avoid HULA emails landing in your spam inbox.

Please contact us at sell@thehula.com, or WhatsApp us at 6290 2106. Sellers can arrange a pick up from our warehouse or ship back items at their cost. Please give us at least 7 days’ notice to prepare your item(s). Please note, we do not cover international shipping for the return of unsold goods. An admin fee of 300 HKD will be charged for items listed and returned within the span of 3 months, as well as the authentication fees for handbags or leathergoods.

HULA’s selling period is a minimum of 3 months. If a seller wants to remove an item before this period ends, they will incur an early removal fee of HKD 300 per item. Additionally, for handbags and leather goods that are authenticated by Entrupy, bears an extra authentication fee of HKD 300 per item (or HKD 1000 for Hermès).

Similarly, if an item fails authentication, there will be a fee of HKD 300 per item (or HKD 1000 if Hermes) in addition to the early-removal fee of HKD 300. 

To request an item returned, please contact us at sell@thehula.com, or WhatsApp us at +852 6290 2106, allowing us at least 7 days to prepare your item(s). Please note, that we do not cover international shipping for the return of unsold goods, so sellers will need to pay for SF express or DHL shipping (if living abroad) or collect from Quarry Bay warehouse. 

Due to limited space, items cannot be picked up at our Central store. If items are not collected or if the seller does not respond, we may have to donate the items to charity after 1 month.

Yes! After HULA has approved your items, you can ship us your items. Any fees for international bank payments need to be borne by the seller. Please note international sellers are responsible for shipping fees, including duties and taxes, for delivery of the item to HULA and for the return of any unsold items.