SHIPPING & RETURNS
Unfortunately, returns are not free. When an item is returned to Indonesia, Indonesian customs charges import taxes and duties, even though the item was originally shipped from here. These charges are imposed by customs and are outside of our control, so return shipping and any applicable customs fees will be deducted from your refund.
Therefore, we recommend reviewing the product description and size chart before placing your order to help you feel confident in your choice and find the best fit from the beginning,
Thank you for shopping thoughtfully and supporting handmade, slow fashion. It truly means so much to us.
HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE?
Because each piece is handmade with care, please allow additional time for your order to be prepared before dispatch.
Once shipped, delivery is estimated to take approximately 5–8 working days. Please note that this timeframe is not guaranteed, as postal delays, public holidays, customs processing, and other factors outside our control may affect delivery.
As a small business committed to sustainable production, we truly appreciate your patience and support.
DO YOU ACCEPT RETURNS?
Changed your mind? No problem! We’re happy to refund eligible items, excluding swimwear, leather items, and items marked as final sale.
Please start your return within 14 days of receiving your order. Items must be returned in their original condition: unworn, undamaged, with all tags attached, and in their original packaging.
To get started, email us at customerservice@uhlalabyll.com with your order details. We’ll provide a return shipping label for you to send the item back to us in Indonesia. You will not need to pay for the label upfront. However, the return shipping cost will be deducted from your final refund amount.
All returns are subject to Indonesian import taxes, customs duties, and related fees. These charges will also be deducted from your refund.
Please note that customs clearance can take up to 10 days. Refunds will only be processed once we receive the returned item and confirm that it meets our return conditions.
Once your refund has been processed, you’ll receive a confirmation email showing the final refund amount. Depending on your bank or payment provider, it may take up to 10 business days for the funds to appear in your account.
WHO IS RESPONSIBLE FOR DUTY TAX & CUSTOMS?
Please note that duties, taxes, and customs fees are the responsibility of the customer and determined individually by each country’s customs authority and are unfortunately outside of our control. Some countries are stricter than others, while some may not apply additional charges at all, but ultimately these decisions are made by the destination country’s customs office.
Please expect to be contacted by customs or the shipping carrier with any duties or fees due before the package is released. Please review these charges carefully and decide whether you are willing to accept and pay them before proceeding with customs clearance.
If a shipment is refused, unclaimed, or disposed of by customs due to the customer’s failure to respond or complete required customs procedures, we are not responsible for the loss.
WHAT ITEMS ARE FINAL SALE?
All swim, leather, and sale purchases are final. We’re unable to offer returns, exchanges, or store credit on these items. This applies to anything bought during sitewide promotions (like Black Friday). Orders placed with a promo code (such as 10% off for newsletter sign-ups or free shipping) aren’t considered final sale and can still be returned under our standard return policy.
WHAT IS YOUR EXCHANGE POLICY?
Need a different size? No problem! We're happy to offer exchanges on eligible items within 14 days of receiving your order.
Items must be returned in their original condition — unworn, undamaged, with tags attached, and in the original packaging.
Please note that swimwear, leather, and sale items are final sale and not eligible for exchange.
To get started, email us with your order details at customerservice@uhlalabyll.com and we will generate a pre-paid shipping label for your return.
Once we receive and inspect your item, we'll process your exchange subject to product availability.
Any applicable duty, tax, customs fees, or price differences between exchanged items will be the responsibility of the customer.
HOW LONG DOES THE REFUND TAKE AFTER WE RECEIVE THE ITEM?
International refunds typically take 7-14 business days to arrive. While Xendiit initiates the refund in real time, the final processing time depends on the card network and your international issuing bank.
WHAT IF THE ITEM RECEIVED IS FAULTY?
If your order isn’t quite right, whether it arrives damaged or not as expected, just send us a note at customerservice@uhlalabyll.com. Please include photos showing the issue so we can review and resolve it. Please note that the review process may take up to 14 days, as we need to determine how the damage occurred and whether it happened during production or transit/shipping. Once confirmed, we’ll offer a replacement, store credit, partial refund, or a full refund depending on the situation.
DO YOU SHIP INTERNATIONALLY?
Yes, we ship worldwide!
Please note that duties, taxes, and customs fees are the responsibility of the customer and determined individually by each country’s customs authority and are unfortunately outside of our control. Some countries are stricter than others, while some may not apply additional charges at all, but ultimately these decisions are made by the destination country’s customs office.
WHAT SHIPPING METHODS ARE AVAILABLE?
ALL international orders are shipped using DHL Express..
For local Bali orders, we ship via Gojek or offer pickup available in store. Our store address can be found under Contact.