FAQ

Who are the Sellers of the products offered on HULA?

Sellers are 'by invite only' industry insiders and their contacts. This is to ensure that only high quality items are offered on the Website and to help alleviate fakes as much as possible, which in turn will benefit our members!

How do I become a HULA Seller?

To become a Seller you must either be:

1/ Invited by HULA or a HULA Seller; or

2/ Apply to be approved as a Seller and your application is endorsed by a HULA Seller; or

3/ Verify that you work in an established field within fashion, design & luxury with a valid work email address.

If none of the above applies, you may still email us so that we can check whether your are nevertheless eligible to become a Seller. Please click the link below and at the 'Become a Seller' section and click the tab that is relevant to you.

If you are unsure, please email us at [email protected]

Can I remain anonymous when my items are displayed on the Website?

Yes. If you do not wish to disclose your name under your Products, add a user name and mood image in

My Account > My Details > Personal Details.

Please see our Privacy Policy for more information.

What can I sell?

You can sell any items that fall within the following designer womenswear categories: clothes, shoes, bags and accessories that are in a clean and saleable condition.

We only accept 'Well Loved' items if they are items that enhance with time, such as leather jackets, new or hardly-worn shoes that are still in good condition, and swimwear if comes with original branded tags attached.

HULA only accepts brands that are sold at top retail establishments worldwide.

Please view our Brand List to review all acceptable brands.

What if the brand I want to sell is not listed?

If the brand is not on the Brand List but you feel that brand is sold at top retail establishments worldwide, please contact us at [email protected] to see whether we have missed this brand out and are prepared to add it to the Brand List.

What is included in the Butler Service?

Our Butler Service is the ultimate VIP service for busy people who would like HULA to manage the entire process from start to finish.

HULA will complete all item information forms, help price your items, describe and professionally photograph your items, upload the information and photo, communicate with the Buyer, store the time, and deliver it to the Buyer it has been sold and paid for. The Butler Service provides you with an effortless sales experience!

How much commission does HULA take?

HULA takes 35% of the final selling price of the item. Please use our Service Fee Calculator to see how much you will receive if your item is sold at a certain price (Please note that the amount shown is still subject to deduction of any charges that may apply).

For items with an initial selling price of HK$25,000 or more, HULA is prepared to offer a more favourable fee on an individual basis.

What are the steps for selling?

1/ Go to 'SELL' at the top tab of the Website.

2/ Check the Service Fee Calculator to see how much you will receive if your item is sold at a certain price (Please note that the amount shown is still subject to deduction of any charges that may apply).

3/ Click 'SELL NOW'.

4/ You will see a message box where you can message the Butler what items you wish to sell and the quantity.

5/ Your Butler will get back to you with any queries about the items and to arrange a suitable time for collection.

6/ Once received by us, your items will be checked. Anything we are not prepared to sell will be returned to you, at your convenience or passed to one of our charity partners REDRESS, should you no longer wish to keep it.

7/ We will send you a delivery note together with pricing suggestions.

8/ Once HULA and you have agreed which items will be offered for sale and at what price, HULA will proceed to photography and upload.

9/ You will receive an email with a link to your account, where you can view each item listed for sale. If you spot any mistakes, please let us know immediately.

10/ The entire process will usually not take longer than approximately 15-30 business days, depending on how many items you hand over to us and from when we decide to sell it.

Should I use the original package when I am passing my items to HULA?

Yes. Any original packaging, tags, certificates etc will help us to market and promote your items, and should therefore be included. It will also help us to confirm an items authenticity. If you have the receipt for an item, please include it to help us validate the original price and its origins!

Why has HULA rejected my item?

Although HULA sells Products on behalf of Sellers, HULA decides what goes on the Website for sale, much like a store which sells its own products. We may reject an item for a variety of reasons. For example, we might feel an item will be difficult to sell, or it is too damaged, or it is off-season, or we might have no demand for it, , or we cannot authenticate the item. This is to make sure our customers including you, get only the best products on HULA.

How do I describe the condition of my product?

NEW WITH TAGS - New & never worn and comes with original certificates, tags, or packaging.

NEVER WORN - New & never worn, but comes without original tags.

HARDLY WORN - Worn lightly, up to 5 times, and still in really good condition.

WORN - Worn fairly regularly, up to 20 times, but still in good condition.

WELL-LOVED - Worn more than 20 times and may have overall wear (these items will only be accepted if they are items that enhance with time, such as leather jackets).

VINTAGE - Pieces that are typically 20+ years but still in good condition.

HULA will help to validate the condition once we receive it.

What happens if my item doesn't sell?

HULA reviews all items after they have been listed and may suggest reducing the selling price of a product if it has not been sold for 30 days. HULA will only reduce the price with the Sellers' consent. If reduced, the new price will be displayed on the Website with the original price next to it crossed out. An item for which the price has been reduced will be automatically added to the "Special Offers" section of the Website. Once a product's selling price is reduced, the original price cannot be reinstated. Any product listed in the "Special Offers" section will be sold at the reduced selling price.

After 90 days, HULA may decide to remove your item from the Website in which case it will inform you by email you and return the time to you free of charge (if in Hong Kong). However, the items must not be removed by the Seller within 6 months of selling, otherwise a penalty of HK$500 will occur (not including shipping back to the Seller).

What happens once my item is sold?

Around the 10th day of each month, HULA inform Sellers which any of their items, if any, have been sold and paid, provided HULA has not received a return request from the Buyer. On that occasion, HULA will ask for your banking details to make payment to you.

When will I be paid?

If banking with HSBC in Hong Kong, HULA will arrange for a telegraphic transfer around the end of each month (you will be notified that your item has been sold around the 10th of that month and to send us your bank details.)

Sellers banking outside of HSBC, in Hong Kong, will receive a cheque sent to their address.

Any sellers outside of Hong Kong will be charged approximately HK$250 to cover our banking charges. HULA does not cover any additional charges you may incur by your bank.

Can I sell if I live overseas?

If you are an overseas Sellers, you are welcome to sell with HULA, provided we approve you as a Seller and verify the type of brands and items you wish to sell. After HULA has verified your items, you must arrange for delivery of those items to HULA.

Please email us prior on [email protected]

Can I track my sales?

Yes. To track your sales, please go to

My Account > My Inventory > My Sales.

You must be signed in to use this service.

What do the status indicators mean in 'My Sales'?

FOR SALE - The item is live and offered for sale (you may click on 'View Page' to view the page as it is on the Website).

SOLD - A purchase order for the item has been placed.

REFUND - The Buyer has returned a Product and HULA has accepted to refund the Buyer.

SALE COMPLETED - The item has been delivered to the Buyer and you have received payment.

What if I do not want to sell the item anymore on HULA?

You can inform us at any time that you would like us to remove your item from the Website or, if it has not been listed, not to list it on the Website. If you make such request within 180 days from the date on which HULA confirmed that your item will be listed on the Website, you will be charged a fee of HK$500 per item which will include the shipping fee for returning the item to an address in Hong Kong. After 180 days, no fee will be charged. Any such request must be made by email to [email protected] and become effective 2 business days after HULA has received it. For further details, please see our Terms & Conditions.

Can HULA withdraw me as a Seller?

HULA will terminate Seller memberships if they submit a non authentic item, as well as if they repeatedly withdraw items within 180 days from the date on which HULA confirmed that your item will be listed on the Website.