Frequently Asked Questions

• Shopping Online

  Styles available for purchase via our website are restricted to the Toula Collection. Various styles in the Toula Salon Z Collection are exclusively available for purchase at Saks Fifth Avenue. A store listing can be found on our Stores page.

  After placing your order online, a customer representative will review your order and contact you directly within 2 business days. Due to the nature of the line, we want to ensure you are familiar with the line and are happy with your purchase. The representative will review the order with you and discuss any necessary changes. Our customer service representatives would be happy to assist you in answering any questions about the line or your order.

  Please note that shopping online is done directly through Toula, and production time must be accounted for with each purchase. Your purchase will be made-to-order, unless otherwise noted. Styles shown do not reflect in-stock items. 
Available styles may vary with each season. Please read our Shipping Information section for more detailed info on delivery times.

  If you have any questions about purchasing Toula, please feel free to contact us at 1.800.535.8281. Our customer service representatives would be happy to assist you.

  Our hours of operation are Monday – Friday, 9am to 5pm CST.

• Shipping Information

  All orders placed online via the Toula website are made-to-order, unless otherwise specified by our customer service representatives. As such, please allow 4-6 weeks for production and standard delivery of your purchase. Dependent upon time of purchase, shipping times may vary. All orders are shipped from our Dallas warehouse via UPS Ground. Expedited shipping is not available at this time. Delivery time will be dependent upon your distance from Dallas, TX. You will receive notification when your order is ready to ship. Your order should arrive in approximately 5-7 business days after shipping.

  At this time, we cannot ship online orders to international destinations.

• International Destinations

  At this time, we cannot ship online orders to international destinations.

• Sales Tax

  Sales tax is automatically applied to your Toula order in accordance with state regulations if your shipping address is in the state of TX or NY.

• Returns, Exchanges, Cancellations

  RETURNS & EXCHANGES

  We want you to be completely happy with your order. Aside from producing garments we proudly stand behind, we strive to provide honest, reliable and accommodating customer service to all our customers. In an effort to do so, we authorize, at our discretion, certain returns for unused, unwashed, defective or mis-shipped items within 30 calendar days from receipt date, at no cost.

  If for any reason you are not satisfied with your purchase, please contact our customer service representatives for instructions on how to proceed. Please use your complimentary UPS return label along with the RMA# received from a customer service representative.

  Due to the nature of the line, exchanges will be handled in the same manner as new orders. Any merchandise that must be exchanged for style, color, or size will require production time unless otherwise noted. Please allow 4-6 weeks for production and standard delivery for your order exchange.

  Returned merchandise should include all vendor tags and be in the same condition as when it was received. Unfortunately, we cannot accept used merchandise returns. Requests to repair or replace defective merchandise may be honored at our discretion. We cannot accept returns or exchanges after 30 days of your receipt of the merchandise. No returns/exchanges will be accepted without our return authorization number (RMA #) clearly affixed to the outside of the package. Any merchandise returned to the warehouse without authorization will be refused.

  Please note: It is at the discretion of your credit card company as to how long it takes to process your credit. As a general rule, it can take 2 to 10 business days to receive your credit.

  CANCELLATIONS

  If for any reason you have changed your mind about your order, you may cancel at any time. Please contact the Toula customer service team at 1.800.535.8281 to cancel your order.

  Please note: It is at the discretion of your credit card company as to how long it takes to process your credit. As a general rule, it can take 2 to 10 business days to receive your credit.

• Repairs & Alterations

  Requests to repair or replace defective merchandise may be honored at our discretion. Please note that shipping charges may apply. Toula reserves the right to refuse any requests for repair. Please contact our customer service representatives at 1-800-535-8281 with your request.

  Unfortunately, Toula is unable to grant alteration requests at this time.

• Size Chart

  

• Garment Care

  Toula’s knits are designed with the customer in mind, and we hope each of our garments provide our customers a lifetime of use and satisfaction. In order to keep your knit looking like new, here are some recommendations on how to care for your garment.

  WEARING & HANDLING PRECAUTIONS

  - As a knit garment, it is very easy to inadvertently snag or tear on other objects. We suggest you remove all jewelry before putting on and taking off your Toula garments to avoid any mishaps.
  - Try not to leave your garments exposed to sunlight (or bright / flourescent lighting) for extended periods of time, as this may cause discoloring.

  CLEANING

  - Toula recommends professionally dry cleaning all garments. To ensure that the coloring is consistent throughout, it is recommended to dry clean your entire outfit instead of separate pieces.
  - Use experienced dry cleaners to safely and adequately clean the garments. They will be more attentive to the elaborate trim and other embellishments that are applied with a heat–activated process.
  - Ask your dry cleaning service to file garment measurements prior to cleaning so they are able to block accordingly after dry cleaning.
  - In case of spills, blot the spot with a clean cloth to absorb the moisture, and take the garment to a dry cleaner as soon as possible.

  IRONING

  - Wool/Rayon scorches with too much heat and should be ironed or pressed on the wrong side.
  - Some Toula garments have a silk lining along with its natural fibers. If you plan to expose extreme heat you must place a protective fabric (a linen or silk handkerchief is suggested) between the garment and the iron or steamer.
  - Do not iron/press the garment if it is dirty or has stains because the heat may set the stain permanently.
  - An alternative to ironing: Hang the garment in the bathroom while running a hot shower and the steam should clear any wrinkles.

  STORAGE

  - To help maintain the original shape of the garment, be sure to button or zip–up any openings, and properly align the shoulder pads on padded or shaped hangers. Refrain from using wire hangers.
  - Provide adequate spacing between hanging garments to allow the garments to hang naturally. This helps prevent wrinkles and garment distortion.
  - For long term storage, knits should be stored folded or flat to avoid mishaps and to keep their shape.
  - Always store your knits clean and in breathable garment bags to protect them from insects and mold.

  Toula would like to remind our customers that our garments are knits. As such, please treat the garments gently and with the care that you would treat any knit.

• Travel Tips

  - When packing for travel, fold your garments in half or roll them to avoid creasing.
  - Pack a full and tight suitcase to decrease the chance of any shifting in transit that can cause creases and wrinkles in your garments.
  - Unpack and hang your garments when you arrive at your destination. Any wrinkles sustained in transit should straighten out in a short period of time. If you have resilient creases, it is suggested to dampen a silk or linen handkerchief. Place it on the creased or wrinkled area and apply heat from an in–room iron or blow dryer. Hang the garment in the bathroom while running a hot shower and the steam should clear any remaining wrinkles.

• Customer Service

  If you are a retailer or buyer looking to sell the Toula line, please contact us at 212.852.4885 or at nyshowroom@toula.com.

  For general inquiries regarding Toula, please contact us at 1.800.535.8281 or at contact@toula.com. Our hours of operation are Monday – Friday 9am to 5pm CST (10am to 6pm EST).

  For media or press inquiries, please contact 212.571.2166 or kristi@industrypublicity.com.