Frequently Asked Questions

Let's FAQ, babe.

General FAQS

How do I return an item?

Any item can be returned and refunded if it’s part of the workout essentials categories
within 30 days of purchase. To be eligible for a return, your item must be
unused and in the same condition that you received it. It must also be in the
original packaging. Unfortunately, we don’t offer a refund on used products and
do not offer exchanges online.
 

For the apparel refunds are only offered to customers that received wrong or damaged
items. If any of these apply, please contact us at support@ulamovement.com with
the following information:
 

  1. A full description of the fault 
  2. Photographic evidence attached 

Please note issues of this nature need to be reported to us within 30 days.

Can I exchange an item?

If you've bought any of our products in the shop you're eligible for returning the item. Did you buy through Amazon? Please follow the instructions on returning the item through the Amazon portal. Once the item is received and not damaged, the return is approved and a full refund is transferred to your bank account. For any other issues we will get into contact with you. 


For US orders made on www.ulamovement.com you can return the item to the following address:

  • Üla Movement
  • Suite #12521
  • 3422 SW 15 Street
  • Deerfield Beach, FL 33442

For EU orders made on www.ulamovement.com you can return the item to the following address: 

  • Üla Movement
  • Knokerdweg 6
  • 5406NR, UDEN
  • Noord-Brabant
  • The Netherlands

Through rate, it is possible that an item you ordered was mislabeled. If that’s the case, please let us know at support@ulamovement.com within a week after receiving your order. Include your order number and photos of the mislabeled item and we will send you a new one. 

The costs for the return are not covered by Üla Movement and should be paid by the customer.

In the event of your requested item(s) being out of stock, we will be unable to process an exchange and you will be notified and refunded.  

Can I return items bought with a gift voucher?

Yes, you can return items bought with a gift voucher, however you will be refunded onto a Üla Movement gift card.  

Can I get a refund if the price has changed since I ordered it?

As a business we’re constantly changing our prices due to ever changing trends, sales demand and other various reasons. This does unfortunately mean that if the price has changed since you’ve ordered, we are unable to refund the price difference.  

What should I do if my refund is incorrect?

Please contact us at support@ulamovement.com.
Will my original postage costs be refunded?

Postage costs will only be refunded if your product is damaged or faulty.  

I've purchased a product and now it's in the sale, can I get a refund?

Unfortunately, we are unable to refund the difference between the original price and the sale price.  

Where is my order? 

Before getting in touch with us, please help us out by doing the following: 

  1. Check your shipping confirmation email for any mistakes in the delivery address; 
  2. Ask your local post office if they have your package; 
  3. Stop by your neighbors in case the courier left the package with them; 

Pro tip: Package theft is on the rise – if you’re expecting a home delivery and you know you won’t be home to accept it, use and address where you know you’ll be!

If the shipping address was correct, and the package wasn’t left at the post office or at your neighbor’s house, please get in touch with us at support@ulamovement.com with your order number.  

If you did find a mistake in your delivery address, we can send you a replacement order, but shipping will be at your own cost.  

Pro tip: The zip code is the most important part of the address. Use a simple tool like USPS ZIP code lookup to make sure you get it right!  

Can I cancel my order?

Once you have placed an order with us our team work hard to make sure we are promptly starting to pack and process your order, therefore once you are charged, we are unable to interfere with this process. If you are unhappy with your item(s) or no longer require them, you are welcome to send them back to us using our free returns service and get a full refund within 30 days of receipt. Please check our return policy here. 

What can I do if my order is going to the wrong address?

Please contact us at support@ulamovement.com where one of our customer service representatives will assist you further.  

Where is my order confirmation?

Once you’ve placed an order with us, you’ll receive an email to the address provided. If you did you not receive an email, please check your spam/ junk folder and double check you entered your email address correctly. If you still haven’t received one after 36 hours, please contact us where we’ll be able to advise you further.  

How do I track my order?

If your shipping method includes tracking, you’ll receive a tracking link via email when your order is dispatched. If you have any questions about your tracking email or shipment, please contact us at support@ulamovement.com.  

My order tracking is not working/ updating

No need to worry if your tracking number does not update within the first day or two after receiving it, it is likely your parcel has not yet reached the courier company or they have not yet updated their systems. 

If you still haven’t received your tracking number after the first or the second day, please contact us at support@ulamovement.com and ask us to investigate further.  

Why is my order taking longer than specified?

If you have ordered anything from Ula Movement during the Coronavirus outbreak, unfortunately delays may occur.
Courier drivers do the best they can, however, due to the Coronavirus outbreak
it may affect the estimated delivery time.  

What should I do if my order is missing?

If you have not received your order within the allotted delivery time frame, please notify us by email at support@ulamovement.com within 21 days of the date on which you ordered the products. After this time has elapsed, Ula Movement reserves the right to decide whether to send our replacement item(s) for you.

I've received a wrong/ damaged product, what should I do?

We’re sorry if the product you ordered arrived damaged or you’ve received the wrong item in your order. If you want to replace the item, please contact our support team at
support@ulamovement.com with the following information: 

  1. A full description of the fault 
  2. Photographic evidence attached 

Please note issues of this nature need to be reported to us within 30 days.   

How long does it take for my order to arrive?

For workout essentials such as bands, jump ropes and Üla box it takes approximately 2 days to fulfill the order and the shipping time is approximately 4 to 14 business
days.  

For apparel it takes approximately 3-7 days to fulfill an order, after which the product is dispatched. The shipping time depends on your location, but can be estimated as follows:  

USA: 5-8 business days 

International: 10-20 business days  

*Please note: While we do our best to meet these time frames, during busy periods there may be some changes and deliveries may take longer. There may also be situations, (including but not exclusive to poor weather conditions, custom delays, local postal delays and tech updates) which result in a longer delivery. For changes and updates please make sure to check your tracking and our delivery page here. (link).  

Are you guys shipping as normal due to the Covid outbreak?

We’re trying to keep on top of order send outs as much as possible following the necessary safety measures and guidelines. We’re working with external fulfillment partners to ensure they’re taking all the correct and necessary safety precautions.  

How much does shipping cost?

Our shipping cost is 3.99$ for standard orders, and for Üla Essentials it goes up to 5.99$. Your shipment is free if you order for over 75$.

Do you ship internationally?

Right now, we ship to United States, United Kingdom and Netherlands. 

Can I change my shipping address?

Shipping addresses cannot be changed. We will only ship to the shipping address entered when the order was originally placed.  

Where will my order ship from?

For our workout essentials we work with Amazon warehouses where we store our products.  

For apparel we work with an on-demand order fulfillment company with facilities worldwide.  

Can I track the status of my order?

If your shipping method includes tracking, you’ll receive a tracking link via email when your order is dispatched. If you have any questions about your tracking email or shipment, please contact us at support@ulamovement.com.  

Will my parcel be charged additional custom and import charges?

Custom and Import charges are charged once and item has arrived in its destination country.
Unfortunately, we have no control over what these charges are, as Custom and Import policies vary from country to country. We would advise that you find out what these charges may be before you place your order.   

Which payment methods are accepted?

We accept payment from debit or credit cards – American Express, VISA, Mastercard, Maestro, as well as payments made by PayPal, Amazon Payments, Apple Pay and Payoneer.  

Happy Shopping.  

I have not received my confirmation email

If you have not received your order confirmation email, please be sure to check your junk/ spam folder as our domain may not be on your safe sender list. Be sure to add us as a safe sender once you have located your email.  

You can also try searching for ‘Ula Movement’ or the name of the product you ordered in your email folders to bring up all related emails.  

If you still haven’t received anything even after 24 hours please send our support team a
message at support@ulamovement.com.

My card keeps getting declined

Please make sure to double-check all your card information, including zip/post code of your billing address, is correct. In addition, double-check that the card you are
trying to use has not expired. 

In most cases, if all the information you are providing is correct but your card is still being declined, this would be due to your bank rejecting the payment.  

This might be because they do not recognize our domain and/ or are not sure whether you are the person trying to complete the transaction. 

If you find yourself in this situation, we would recommend trying to use another card or
ringing your bank to tell them that you are making this transaction before you
try again. 

Do you sell e-gift cards?

Yes, we do! To buy one of our e-gift cards, please click here. (link) Please note. If you buy
one of our e-gift cards, this is only valid to use online and will be sent to
you electronically via email.  

How do I purchase a gift card?

Our gift cards can be purchased online. To purchase one online you simply add it into your basket like you would a normal product. Once you’ve completed at checkout you will receive an order confirmation with your gift card confirmation within 24 hours. To buy one of our gift cards please click here. (link) 

Why haven't I received my gift card?

Your gift card should appear in your emails within 24 hours of purchasing. If you have still not received it, please email us at support@ulamovement.com.  

I've lost my gift card, can I get a replacement?

Yes, you can, if you give us an email at support@ulamovement.com we’ll be able to advise you further on this.

Can I return a gift card?  

No, our gift cards are non-refundable.  

How long do I have to use my gift card?

Your gift card is valid for 3 months from the date of purchase.  

Do you offer student discount?

Yes, we do. If you’re a US customer, we offer 25% student discount and if you’re a UK customer we offer 20% student discount.  

My discount code didn't work

Firstly, check that you’re entering the discount code exactly as it appears (case sensitive) and check that the code is still in date and has not expired. Secondly, check the terms and conditions of your code, if the item is in sale or in a certain category the discount may not be valid on this product. If it’s still not working, please email us at support@ulamovement.com and our team will be able to advise you further.  

Can I use more than one promotional code on my order?

No, you can only use one promotional discount in each individual order.  

Experiencing problems paying?

Oh no! Please try an alternative payment method or contact us at support@ulamovement.com and one of our customer service representatives will help you as soon as they can!   

Can you tell me more information about your products?

We work hard to include as much information about our products in our product descriptions on the product page, but if there’s something more specific you’d like to know please contact us at support@ulamovement.com.  

How are your products made?

For workout essentials we collaborate with a high-quality manufacturer with over two decades of experience in developing products for fitness and workout. 

For apparel we collaborate with a reliable, high-quality print-on-demand drop shipper. They have locations worldwide, so depending on where you are located, your orders are printed and shipped from the nearest facility.  

How can I find out if you’ll be getting in more stock of a product I want?

Due to high demand, some of the items on our website do sell out very quickly! However, it’s worth checking back as the site is regularly updated. You can also sign up to receive a product notification when your favorite items are available again!
We include the option to sign up for back in stock email notifications on all of our sold out products.
 

Can I get access to the Masterclass if I haven’t bought the Ula Movement workout essentials?

No, our Ula Movement Masterclass is only accessible to customers who purchased our workout essentials items.  

How to get access to the Masterclass after I bought the Ula Movement workout essentials?  

In order to get access to the Ula Movement Masterclass you need to sign up to our website and create an account. After signing up we will send you an exclusive email
with the Masterclass in it.
  

Do I need to set up an account to make an order?

No, if you do not want to set up an account with us, we have the option to checkout as a guest. All you’ll need is your contact and shipping information!  

I’m having trouble signing in to my account, what should I do?

Oh no! Please try resetting your password initially. If this still doesn’t work please
contact us at support@ulamovement.com and we’ll try our best to help!
 

How do I reset my password?

If you can’t remember your password, we’ll need to reset that for you. Simply click here to change it.  

Is my personal information kept private?

Yes, in accordance with the new and updated data protection act we promise to keep your information private and secure. To read more about our privacy policy please
see here.
 

How do I unsubscribe from your newsletter?

Click unsubscribe at the bottom of any newsletter or email you receive from us,
alternatively email us at support@ulamovement.com and we can remove your
information from our database completely.
  

Do you have an affiliate program?

If you are interested in participating in the Ula Movement affiliate program, please
contact us at ana@ulamovement.com.
 

Can I become an Üla Brand Ambassador?

Yes! You can. We love women of all sizes, shapes and from all parts of the world.  

If you want to apply as a Brand Ambassador, please send an email to ana@ulamovement.com with links to your social profiles and how you can help us with our mission to get every girl of every size fit at home.  

Do you accept guest blogs?

Yes, we do! No, we LOVE them!  

Do you have a personal fitness-journey-story to share, lessons you learned other women should know, dirty secrets you’d like to share, or anything else? 

Please send an email to ana@ulamovement.com, with a Google Docs document with the following info: Title of article, the article, a photo of yourself, a short description and some keywords that describe your article, any links you want us to refer to in the article.  

We will try to get back you as soon as possible and let you know if your article is ‘fit’for publishing on our articles page.  

My proposal is not in any of the questions above, where can I send my proposal?

Send your proposal to ana@ulamovement.com and she will get back to you as soon as
possible.