ONLINE SHOPPING
Free returns in store
You have 30 days after receiving your order to exchange it for another size or request a return.
*In special promotions such as “Ulanka Mondays” exchanges are accepted, but not returns.
Go to any of our stores to make the exchange and/or return. To do this, you will need to present the purchase receipt and the purchase confirmation email where your order number and return code appear.
- If the order was paid by card: the card holder must return it along with their ID. The refund will be paid to the same card.
- If the order was paid with PayPal: you must attach a printed ID and the PayPal payment invoice. With PayPal, the refund of the return will be paid to you in cash.
- If the order was paid in cash: The refund of the return will be paid to you in cash.
Return to our warehouses
You have 30 days after receiving your order to request a return.
For domestic orders, ULANKA offers you the option of our flat-rate return fee of €4.50. For international orders, the fee is €12. In this case, we'll deduct the shipping cost when you refund your return.
STEP 1. Click this link , enter your order number, and email address to complete the pickup.
STEP 2. Prepare your package. It must be sturdy and adequately protect the original box. Download the label you'll find in your pickup confirmation email and stick it on the outside of the package.
STEP 3. Hand the sealed and properly packaged package to the carrier with the return label securely attached.
STEP 4. Refund: Once we receive your return at our logistics center, we will confirm the refund.
Changes
It is currently not possible to make a change on ulanka.com.
You must make a return and a new order.
Requirements and conditions for making a return
1. Items must be in the same condition as when you received them.
2. The items must not be used.
3. To exchange and/or return shoes, the box in which you received them is essential.
4. To exchange and/or return the bags, it is essential that the security seal has not been tampered with.
5. Under no circumstances do we accept freight collect shipments.
5. All purchases made, both in stores and on the website, can be exchanged and/or returned within 30 days after receiving your order.
6. As soon as we receive your order, we will check the status of the items and exchange or refund the items. If you do not meet the above requirements, we will contact you to inform you that we cannot make the exchange and/or return.
Refunds
The refund period can range between 3 and 12 business days from when we receive your return in our warehouses. As soon as we verify the status of the returned items, we will send you an email to inform you. Remember that the payment will be made in the same payment method used in the purchase.
Have you made a cash payment in store for an iPad purchase? In this case, we will need your IBAN code to make the refund.
SHOPPING IN ULANKA STORES VIA IPAD
Exchanges and/or Returns
You have 30 days after receiving your order to make an exchange and/or return.
We offer you two options:
1. Free exchange/return in store
Visit any of our stores to make an exchange and/or return. To do so, you'll need to present the purchase receipt and/or the purchase confirmation email containing your order number and return code.
- If the order was paid for by card: the cardholder must return it along with their ID. The refund will be credited to the same card.
- If the order was paid for with PayPal, your refund will be issued in cash.
- If the order was paid in cash: The refund will be issued to you in cash.
2. Exchange/Return by mail
If you'd like to send us your order so we can return it to you from our central office, you can take advantage of our flat rate return of €4.50. For international orders, the rate is €12. In this case, we'll deduct the shipping cost from your return payment.
Click this link , enter your order number, and email address to pick up your order.
Cancellations
Can I cancel my order?
You can cancel your order as long as it hasn't shipped yet. If you wish to cancel your order, please contact us by phone at (+34) 961 259 700 or through any of our customer service channels.
If it has already been processed in one of our warehouses or shipped, it cannot be cancelled, but once received, you can return it.
Can ulanka cancel my order?
Yes. Ulanka will cancel your order whenever the product is out of stock, is in poor condition or when it detects a problem with the payment or delivery address. Most often, your size is not available at the time of processing the order.
If your order (or part of it) is cancelled, we will issue a refund to the same account you used at the time of purchase.
Remember that the refund always depends on your bank or PayPal. This process may take a few days depending on the communication between the banking entities.
Additionally, if there is any typographical error (in price, size...) on the Website, we will also cancel your order, always notifying you of the incident.