FAQ

Our Footprint

"Less, but better" — Dieter Rams

Where are your items designed?

Our items are thoughtfully designed in Australia.

Situated within the heart of Fitzroy, Melbourne, our studio houses a tight knit all female team who share an aligned vision on thoughtful Australian design. The studio proudly works alongside small family owned manufacturers as we aim to produce all items as responsibly as possible. Building on-going strong partnerships with our highly respected makers ensures ethical relationships are upheld and continue to be nurtured in safe, healthy and positive environments.

What are your processes?

We are passionate about crafting quality garments with awareness at every step.

PRODUCTION: Intentionally Small
Our production lines are thoughtfully small with focus on natural fabrications and seasonless Australian design for a greater sustainable future. We have built strong and on-going relationships with our makers for over a decade. From knitwear and mainline to footwear and accessories, our small family owned manufactures are a part of the búl family.

ORDERING: Quality Over Quantity
Our limited collections support conscious buying practices encouraging the wearer to focus on investment pieces made to last beyond the season. With slow focus we create 2 considered collections per year with ordering quantities ranging between 20 - 40 pieces per style. This further ensures our values and ethics are upheld and in turn reduces the impact of a fast-fashion lifestyle.

FABRICATIONS: Consciously Natural
Natural fabrications and biodegradable fibres over ride man-made fibres and dead stock (already made textiles) avoid the manufacture of new textiles. Our natural fabrications include: Cotton, Linen, Silk, Tencel and Wool and are carefully selected for their durability, ease of wear and environmental focus.

YOUR ORDER: Environmental Details
All búl items are sent to you with natural wood off-cut swing tags, contain limited printed materials on recyclable paper and are shipped in compostable zero-waste bags. Our sustainable packaging initiatives ensures a kinder footprint on the planet for future generations.

How do you give back?

We proudly partner with i=Change. When completing your purchase, you will have the opportunity to donate $1 from your sale to one of the three projects below. Now your choice = change.

RESTORE THE LAND
$50 = Plants enough trees and shrubs to store 1 tonne of carbon dioxide.

CLEAN THE SEA
$1 = Removes 1.2kg of plastic and debris from the sea.

FEED AUSSIES IN CRISIS
$1 = Provides 2 meals.

Learn more about i=Change HERE

Sizing

If you’re not quite sure which size is right for you, refer to our SIZE GUIDE

What size should I buy?

For all clothing items, measure your bust, waist and hip and find the size that best matches your measurements from our size guide, keeping in mind that 1cm or 2cm either side can be ok.

If an item is oversized or there are additional fit notes, these will be mentioned in the product description.

If you are still unsure please reach out to us on live chat or CONTACT US. We will ask your typical size and how you like to wear your items so we can suggest the best size for you.

Ordering

We're here to help. If you can't find your answer below, please reach out to us and we'd be happy to assist.

Can I speak to someone?

Yes, reach out to us via our live chat (bottom right of your screen) or CONTACT US with any questions, concerns, or feedback. We will be sure to get back to you within 48 hours. However, please note that inquiries sent on Fridays will receive a reply the following Monday, but possibly sooner.

Customer Service: customerservice@bul.com.au
General Enquiries: info@bul.com.au
Boutiques & Outlets: stores

Do you offer styling?

Yes, we understand you want to look and feel the very best you can, and we’re here to help all ages, shapes and sizes with varying budgets and lifestyles for any occasion.

Visit us in store for on the spot styling advice or if you would like to book a special one-on-one appointment simply click HERE

Can I cancel my order?

We understand. While we wish could, once an order is placed, we are unable to alter or cancel it at this time.

Should the item(s) not work out, make sure to visit our RETURNS PORTAL and follow the easy self-returns steps to ensure you are happy with your order.

Rewards

$1 spent = 1 point towards rewards.

How do I check my rewards?

To check your current rewards status please CLICK HERE

What are your current offers?

$25 VOUCHER
Collect 500 points to access a $25 voucher 

SOCIALS
Bonus 50 points for each connection made across our Facebook and Instagram channels for follow, likes and shares.

REFER A FRIEND
Bonus 100 points when your friend makes their 1st purchase + they will receive 10% off their 1st purchase

$20 BIRTHDAY VOUCHER
Bonus 10 points when you let us know your birthday + receive a $20 voucher leading up to your special day

10% SIGN-UP
Take 10% off your first order when you sign up to our newsletter

Conditions apply. See T&C's below for further information.

How do rewards work?

To join búl rewards, simply create a búl customer account HERE and you will automatically become part of our program.

Once your account has been created you will earn 1 point for every $1 you spend online or at one of our full-priced stores. To check your balance and rewards anytime, simply click the account link above and each time you shop you will receive an email with your updated loyalty points balance. From here, you can click through to your loyalty profile, where you can redeem rewards.

There are also bonus point opportunities under the 'EARN' tab of your loyalty profile. These include following us on social media, referring friends and adding your birthday. Use your loyalty points to redeem rewards, or save them up to unlock even more exciting rewards.

When you have enough points to unlock a reward, you'll be able to redeem it for a unique reward coupon.

Simply copy and paste your unique code into the discount bar at checkout and 'apply'. Note you can only use one coupon code per order, and if you would like to use your reward at one of our full-priced boutiques, simply let one of our friendly staff know.

Rewards T&C's

1. búl reserves the right to modify or cancel coupons at any time

2. Vouchers/codes valid for one purchase online or at full-priced boutique

3. If you redeem your coupon online for a purchase less than the full value of the coupon, the balance of the coupon is not redeemable on another purchase

4. If you return any of the items purchased with a coupon, the coupon discount or value may be subtracted from the return credit

4. Sign-up 10%: Applicable on all full-priced búl items. Excludes gift vouchers, Suru Studio, Brie Leon and all sale items.

6. Voucher rewards: Applicable on current season búl items only, including current season sale. Excludes select accessories, gift vouchers, Suru Studio, Brie Leon and previous season sale items.

7. Vouchers expire 30 days from active date

8. Points expire within 1 year

Still have questions? Simply reach out to us via our live chat or contact us at customerservice@bul.com.au for any further questions you have.

Shipping

Free Australian shipping on orders $100 and above + Click & Collect available.

What is your shipping policy?

Free shipping within Australia for any order over $100 aud. Orders below $100 will be processed at a flat rate of $10 aud. If you use a discount code and your new total is below $100 you will be charged shipping. Your order will be sent via DHL express or Australia post with an expected delivery of 2-4 business days from the time of shipment confirmation. For regional deliveries please allow an extra 3-4 business days.

Once your parcel has been dispatched a unique tracking number will be sent to your nominated email address. You can track your parcel clicking on the link provided in the email.

Please note, orders of multiple items may be shipped in more than one delivery. This will be indicated by multiple tracking numbers on your shipping confirmation email.

We recommend that you indicate your daytime address for delivery purposes. We cannot deliver to PO Box or parcel locker addresses. Orders to PO Box or parcel locker addresses will be receiving an email to confirm a valid delivery address.

búl will not be liable for any loss or damage suffered by you through any reasonable or unavoidable delay in delivery.

Do you ship overseas?

Yes, we ship all over the world. International orders will be charged according to destination at checkout. Your order will be sent via Australia post with an expected delivery timeframe of 7 – 14 business days. Once your parcel has been dispatched, you will receive a shipment confirmation email with your tracking number.

We recommend that you indicate your daytime address for delivery purposes, as all deliveries must be signed for.

Please note: For orders to countries outside of Australia, deliveries to most countries are shipped on a DAP (delivery at place) basis, which means duties and taxes will be payable upon arrival in your country. For these countries, we are unable to estimate the amount of duties and taxes your package will incur as these charges are imposed directly by your local customs. Payment of these is necessary to release your order from customs. for more information, please contact your local customs office.

Items we exchange will be re-sent at the cost of búl. Return postage costs, tax and duties are not refundable should you wish to return the item for a refund or exchange. Please contact your local custom office to obtain your tax refund.

What is the processing & dispatch time?

All orders received during usual business hours between Monday to Friday will be processed for shipment within 24 hours. 

Orders placed on weekends and public holidays will be processed the next business day.

During sale periods we will endeavour to commit to our normal dispatch times, however some deliveries may take 1-2 days longer.

In the case of any delay to processing times, you will be notified by email.

Please note, we partner with reliable couriers however under certain circumstances out of our control delivery time may fall outside of the specified window.

Can I pick up my item in store?

Yes, you may collect your item at your closest full-priced boutique. Simply select shipping option: 'Click & Collect (Store Name) and once your order is ready we will contact you to arrange the collection time.

Please note Click & Collect is not applicable from our outlet store or when our outlet store appears online.

Do you offer gift vouchers?

Yes, we offer búl GIFT VOUCHERS and store credit options where applicable.

Please note store credit expiry date is within 6 months of credit given. Gift vouchers expire within 3 years of purchase date.

Loyalty vouchers are different to búl vouchers/store credit. Please view our rewards section above for further details.

Returns & Exchanges

We thank you for shopping thoughtfully and are here to help if you do need to return an order.

Can I return my product?

We want you to be completely satisfied with your purchase and have partnered with Australia Post for an easy returns process: 

1. Visit our easy returns portal within 14 days of purchase: HERE

2. Enter the email address used to place your order and complete the fields to submit your return.

3. Once submitted you’ll be emailed your unique barcode.

4. Print your label at home and lodge your return in a Street Posting Box OR take your return and barcode to your nearest Australia Post Collect & Return location (those marked with a printer symbol on the map) and they’ll print it for you.

5. You’ll be emailed tracking details so you can check the progress of your return back to our warehouse.

6. Once items are received búl online we will assess and ship your exchange request free of charge. Allow up to 3 business days to process returns once delivered.

7. All returns are a standard flat rate charged by Australia Post unless specified.

Customers are responsible for shipping & handling charges for posting items back to to búl online orders unless your item is damaged/faulty.

Can I exchange for a different size/style?

Yes, we are here to help.

Please email customerservice@bul.com.au which items you would like to exchange and we will ensure they are put on hold for you.

Important: Do not re-purchase your item/s you wish to exchange, please wait to hear back from our customer service team. All exchanges are a standard flat rate charged by Australia Post unless specified. Customers are responsible for shipping & handling charges for posting items back to to búl online orders unless your item is damaged/faulty.

What's your return policy?

Australia return requests are to be submitted online via our returns portal: HERE

International orders cannot be submitted via the returns portal and must be returned at own expense. Please contact customerservice@bul.com.au for further instructions.

All return requests are to be submitted within 14 days of original purchase. Items received outside 14 day period are subject to being denied a return, please contact contact customerservice@bul.com.au for further instructions if your return is outside 14 day period of purchase.

Returns must be in their original, new condition, not damaged, worn or washed and must have original tags attached.

We offer a wide range of return options, please view your applicable category below before processing your return.

FULL-PRICED: You may exchange any full-priced order for a different size or item. Refunds/store-credit applicable on all full-priced items.

SALE: No refunds on sale items. Sale items include general sale and items with promotional codes (excludes loyalty rewards). You may exchange any sale order for a different size, item or store-credit.

OUTLET: Outlet items appear online for a limited time and are within a specific outlet section. All outlet items are final sale, no exchanges or refunds/store-credit.

LOYALTY REWARDS: If you use a loyalty code or voucher reward you may exchange for a different size or item. Refunds/store-credit applicable on all full-priced items only.

Where do I send my return?

Please send your return to the below address:

búl Online Orders
409 - 429 Gore Street
Fitzroy VIC 3065
Australia

Can I return in store?

Exchanges are accepted in store within 14 days of purchase.

Refunds are applicable if the item is faulty. You may exchange any sale order for a different size, item or store-credit. No returns or refunds on sale items. 

All exchanges must be in saleable condition, unworn with tags attached. Receipt of purchase is to be presented or proof of purchase must be in our system.

If you have any questions regarding your in-store purchase, please email customerservice@bul.com.au

What if I used a payment plan?

AFTERPAY RETURNS

Our returns policy & time-frames apply to all orders purchased with AfterPay. Full-priced items purchased with AfterPay are eligible for a refund if returned back to us within our returns time-frame. We are also happy to offer an exchange or online online credit for full priced items purchased with AfterPay, however your original agreement will still apply until payments are completed. Visit the AfterPay site here for their terms & conditions. 

LAYBY RETURNS

Total LayBy must be paid off within four weeks of deposit date. If a LayBy is cancelled before the four weeks, you will forfeit your 30% deposit paid. If the price of your item/s changes during the length of your LayBy, for example if the item/s are now on sale you are still required to pay the full original LayBy price as shown in the LayBy agreement.

Is my item faulty?

búl considers items as faulty if they are received damaged, or where a manufacturing fault occurs. Should you receive a faulty or damaged item, please contact our customer service team via customerservice@bul.com.au and they will instruct you on how to return the item. Items that are damaged as a result of wear and tear or improper care are not considered to be faulty.