Shopping With Us
Do I need an account for online purchase?
No, all you need is an email address to place and track orders. To checkout faster, be a seller, get news update, access your wishlist and order updates, we highly recommend setting up a HULA account.
If you create a HULA account, you will be also registered as a seller portal so you can sell with us anytime!
Can I return online orders in store?
Yes, please bring the return item(s) along with the return form within 5 business days. Our staff will assist in store.
Do you accept returns for in-store purchases?
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 email@example.com.
Does HULA have gift vouchers?
Yes! A HULA gift voucher never disappoints. You can purchase our gift vouchers here or at any of HULA store (WCH or Central). Customisation is avaliable, making it the perfect gift for all occassions. Click here
Gift vouchers are subject to the following terms, unless otherwise stated:
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.
Do you have gift wrapping?
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.
Can I leave a message with my order?
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 firstname.lastname@example.org with any further queries.
When will I receive my item?
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.
How is my shipping calculated?
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.
How do I make a return if I’m in Hong Kong?
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 5 working days. All returned items need to have any attached tags still intact and be in the same condition that item was received.
How do I make a return request?
Log into your HULA account and select our Returns Portal to walk through to select the order for return and select the items which need returning. All customers are responsible for their own shipping arrangement 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 to any of HULA’s store locations.
When will I get a refund?
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.
How do I make a return if I’m international (outside of Hong Kong)?
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.
Selling at HULA
How do I sell with HULA?
Message us your item details and/or what brands you’d like to sell by WhatsApp+852 6290 2106 or by email at email@example.com.
First screening by sending us images of the items you’d like to sell.
Double check the condition of your items — HULA only takes authentic, clean and undamaged pieces.
Get your items to us via our free pick-up service by SF Express using the booking link provided. We offer driver pick-up for ultra-premium brands such as Hermes, Chanel and other items at HULA’s discretion. Items can also be dropped off in person: more details here.
Items can be dropped off in person at one of our stores:
Items need to first be verified by the HULA team for drop-off. You will receive a booking link to make an appointment for drop-off. A form needs to be completed by the seller upon arrival to confirm receipt by staff (Maximum of 10 items allowed per drop-off at Central Store.)
Item(s) receipt will be confirmed by HULA via email or WhatsApp.
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 firstname.lastname@example.org to confirm pricing. Please respond ASAP. If the seller does not respond within 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 webstore.
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 2-3 weeks from the arrival of your pre-loved to our warehouse. Good things come to those who are patient.
How do I create a seller account?
Please register under HULA webpage (place register page) and let us know what you have via Whatsapp (+852 6290 2106) / email (email@example.com)
How does HULA price my items?
We price items based on brand, season, style, market price (retail and second-handed price) and item condition.
What happens if I don’t agree with HULA’s suggested listing price?
We will send an email with a detailed overview of the item listing prior to placing the product on our channels. 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 take back your item at no charge. Return shipment fee will be at sellers’ cost or seller can pick up from our warehouse. All return items must be collected within 10 business days.
How do I keep track of my items for sale?
You can check item inventory via your HULA account. Please note online items have a return period, items marked as sold may have the possibility of being returned.
Please login to HULA and click My Inventory on the left side of the menu.
Why are my items not showing up in my account?
If your item is not visible on your account, 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.)
Will HULA alert me when my items have sold?
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.
When do I get paid?
Upon receiving an income statement on the 10th of each month, sellers will be compensated at the end of the same month. Sellers who receive income statements will receive an email notification upon payment. Currently HULA is unable to send individual payment slips unless there is a payment dispute.
Can I get paid in HULA credits instead?
You can opt to exchange your full statement income into HULA credit, and we add a 10% on top if you do! 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.
To swap your sales into HULA credit please contact Money@thehula.com
What happens if my items don’t sell after 3 months?
We reserve the right to discount items by 15% every 6 months. Chanel and Hermès may be subject to a 5% discount every 6 months. Items may periodically go on sale with the aforementioned discount model.
HULA reserves the right to return your item any time.. If this is the case, we will ask for your address to deliver the item back to your address (within Hong Kong). Shipment cost will be at sellers’ end. Requests for pick ups from warehouse are available on the condition that items must be picked up within 10 business days, otherwise items may be subject to a storage fee.
What if I change my mind and want my items back?
Please contact us at firstname.lastname@example.org, 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.
Can I become a HULA seller if I’m outside of Hong Kong?
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.
How do you make sure items are the real deal?
HULA has a committed anti-counterfeit policy. Before listing any item for sale, our in-house team of experts subject items to a rigorous authentication process that includes but 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 AI technology Entrupy for authentication purposes and to provide authentication certificates for top designer bags, which can be found on the product page.
Please note Entrupy only covers the following brands below, of which certain styles are still exempt.
If you believe your purchase is a counterfeit item, please contact us immediately at email@example.com
How do I know what condition my item is in?
All of our listed items are categorized according to our condition guide below:-
- New with Tags: New, with original tags and/or packaging
- Never Worn: New, without original tags and/or packaging
- Hardly Worn: Worn lightly, very good condition
- Worn: Worn fairly regularly, in good condition
- Well-Loved: Worn regularly with overall wear (HULA only accepts well-loved items that get better over time, such as leather jackets)
- Vintage: 20+ years in age, good condition
- HULA only accepts shoes that are in New or Hardly Worn condition (worn lightly up to 5 times or less).
Our product descriptions will always mention any stains or flaws that happen to be present, so any surprises will only be the pleasant kind.