Frequently Asked Questions
Where is Bulola located?
Our warehouse is located in Ansbach, the capital of Middle Franconia, Germany. We are an online store. Picking up orders placed online is possible, you can choose this during online checkout.
Do you allow Returns and Exchanges?
Yes, we allow the return and exchange of unworn and unwashed items if we receive them within 14 days after it was delivered to you. For additional details on returns and exchanges, visit our RETURNS & EXCHANGES page.
Are your items true to size?
Yes, our items typically run true to size.
Do you do custom orders?
We do not currently do custom orders. We currently only sell ready-made clothing listed on our website.
Do you restock sold out items?
We are always updating our inventory with new styles and occasionally may restock sold out items. If you are interested in purchasing an item that's currently unavailable, please contact us at info@bulola.com and we will advise you if an item will be restocked or discontinued. If the item will be restocked, we'll provide you with the estimated arrival time frame.
Incorrect Shipping Address.
We are not responsible for incorrectly entered shipping addresses. Please make sure all shipping and billing information is accurate prior to placing the order.
How quickly will my order be processed?
All orders are packed and shipped by us within 2 business days. In many cases already within 1 business day. If your order cannot be processed due to, for example, a stock problem, we will always contact you via Whatsapp or Email.
Can I still cancel my order?
After you have placed an order, it can often still be cancelled if it has not yet been shipped by us. It is best to send us a message directly via Whatsapp with the cancellation request and the order number. After an order has already been shipped by us, cancellation is no longer possible, but you can then register it as a return after receiving the order. (Please check the return conditions first).
Why did I not receive a confirmation email after placing my order?
Our shop system always sends an e-mail containing the order confirmation. You often receive this within minutes after making the payment. Sometimes this e-mail ends up in your Spam folder. If you still have not received an order confirmation after 30 minutes, there is probably a typo in the e-mail address. Please contact our customer service.
Do I have to pay custom duties?
All the products that we ship from our own warehouse, are shipped from Germany(EU country).
Are you located inside the EU?
This means that if you are located in the EU, you will not pay any additional taxes or custom duties when receiving the package.
Are you located outside the EU?
If you are located outside the EU, it depends on your local policies and custom thresholds if you have to pay custom duties or not. For example in the USA, the threshold is pretty high, so in most cases you do not have to pay additional taxes or customs. For the UK there is a threshold af approximately 130 GBP per order, below that order amount there will be no additional custom duties most of the time. These are just examples and may not apply to your specific situation, please consult the customs website of your country to find out the exact rules and tarrifs for importing goods.
How long does shipping take?
You can find the estimated transit times on our shipping information page. But the most current transit times will always be displayed during checkout, where you choose your shipping option. Please note that these transit times are averages. These can not be guaranteed.
If you have any specific questions about the transit time to your destination, or if you have a deadline to meet, feel free to contact us first.
Can you also ship urgently?
Yes. It normally takes 1 to 2 business days to process an order. This is because we process orders from old to new, and cutting fabrics, for example, takes some extra time. If your order is urgent, please feel free to send us a message via E-mail or Whatsapp. We will then do our best to ship your order the same day with priority. Depending on the chosen shipping option, your order will arrive faster. For urgent orders, you can also use express shipping with DHL Express. Please inform us about the deadline.
Can I also pick up my order?
Yes, picking up orders placed online is possible at our warehouse in Ansbach, Germany. ( Coming to store or try on products in our warehouse without an order is only possible by appointment by whatsapp, phone or email).
How can I track my package?
After your order is shipped, you will receive an email from our webshop system with the track & trace code. This email contains a link to track your order.
What should I do if my package has not been delivered?
Always check the track & trace of your shipment first. Here you can often find details about the shipment. For example, sometimes a package is delayed, delivered to the neighbors, or delivered to the post office.
Is the shipment still on its way, but does it seem to have been 'stuck' on the track & trace for several days?
Please contact our customer service, we are happy to check with you.
Is the shipment status: delivered, but you have not received anything?
First check to make sure your address information was entered correctly.
Check the mailbox again.
Ask your immediate neighbors if they have received anything.
With letterbox packages, it sometimes happens that a shipment is already on 'Delivered', but it has not actually been delivered yet. Especially during busy periods. This is because not every mailman has a hand scanner with him. Mailbox parcels are then scanned before or after the delivery route, for example. In most cases the mailbox parcel is then delivered later that day, or in the days after. Is your package still not delivered after a few days? Please contact our customer service.
How can I return my purchase?
Many products have a trial period of up to 14 days. This is the period that you can view the product, or try it on briefly. These products are then often returnable within 14 days after delivery. First check the return policy to see if your purchase meets the return conditions. If so, contact us via Contact page. After reviewing your request we will send you the return instructions by email. You will receive these return instructions by email within 1-2 business days.
Can I also exchange products?
Exchanging products can be done quickly and efficiently by returning the product, and placing a new order for the desired product.
Please first check our return policy to see if the product is eligible for return. You will then receive the return instructions and send this product back to us. Once we have received and approved this product, the purchase amount will be refunded to your account. In the meantime, you can place a new order with the desired product so that we can ship the new order immediately.
How long does it take to process my return/refund?
If there are no particularities with the received return, we immediately issue the refund order. Depending on your chosen payment method, the refund will then be processed and visible in your account within 2-4 business days.
How do I contact customer service?
Bulola customer service can be reached Monday through Friday between 9:30 am and 5:30 pm (CET) via whatsapp +4917685954934. We will try to respond within minutes.
We can also be reached through the email form on the contact page, we strive to answer all emails within 48 hours. Most emails are answered the same day.
Is it cultural appropriation to wear BULOLA products if you’re not African or of African descent?
We welcome people of all backgrounds interested in celebrating the African diaspora to wear our products. Our goal is sharing Nigerian rich heritage with people who love bold African prints and appreciate its origin.