Below you will find the answers to our most frequently asked questions at URSULLA BRAND.

If you have not received any answer to your question, or you still have any doubts or concerns, please contact our Customer Service. We are committed to providing you with prompt and appropriate assistance. The email address to which you can send an inquiry can be found in the CONTACT section.

Question How do I find a product on the site?
AnswerIf you know the name of the product you can use the search box, or you can go to ‘Shop’ and filter the type of product you are looking for.
Question The product is out of stock, will it come back?
AnswerPlease contact us at for information on our stock levels.
Question Did my order go through successfully?
AnswerYou will receive an email confirmation with the details. The order confirmation will be sent to the email address you entered at checkout. If you have not received your order confirmation, please check your spam folder. Please note that it can take up to 24 hours before you receive the order confirmation.
Question Can I cancel the order?
AnswerWhen an order is completed the handling process starts immediately. If you wish to cancel your order contact us at and we will do our best to help you. Please note that cancellations are only possible for a very limited time after an order has been placed.
Question Can I change the delivery address?
AnswerWhen an order is completed the handling process starts immediately. If you would like to change your delivery address, please contact us at and we will do our best to help you. However, keep in mind that this is only possible for a very limited time.
Question What delivery options do you offer?
AnswerAt the moment, the only available form of shipping is courier delivery. We kindly inform you that we are working on expanding the delivery methods.
Question How long is the delivery time?
AnswerOur priority is to deliver your order as quickly as possible. After receiving the payment, the order will be shipped within 1-5 business days.

The estimated delivery date depends on the country to which the shipment is to be made. For Poland, the delivery time is 1-2 business days, and for Sweden it is about 5-7 business days.

Please note that the delivery time provided is an estimate and may vary due to external factors such as weather conditions, customs delays, etc., beyond our control.

Question I have received a damaged item, what do i do?
AnswerIf you have received a delivery containing a damaged item, we apologize for that!

Please contact us by sending us an email, and we will make sure to help you as fast as we can!

Include the following when contacting us:

  • photo of the damaged product;
  • your order number or the email address you used when you placed the order.

Question Do you ship internationally?
AnswerAt the moment, we offer international shipments only to Sweden. We would like to kindly inform you that we are working on expanding our shipping service also to other European Union countries.
Question Is my payment information safe?
AnswerYour transaction and payment information is handled directly by our payment providers with secure encryption under strict banking standards. URSULLA does not store any credit card data. If your payment fails, first try another card, and then another browser or device.
Question Did my payment go through?
AnswerIf your payment was successful, you will receive an order confirmation email within 24 hours. If you have not received your order confirmation, please check your junk mail. Otherwise contact us at and we will do our best to help you.
Question Which payment options do you accept?
AnswerAt the moment, the only possible payment method is a traditional bank transfer. We apologize for the inconvenience. Other payment methods will be available soon.
Question How long are promotions valid?
AnswerInformation about our offers and promotions is given on our website If you want to be up to date with our offers and be the first to receive information about new products and pre-release products, please subscribe to our Newsletter.
Question How can I return a product?
AnswerYou have the right to return product for a refund within 14 days of receiving your order. Please complete the return form available in the Store Regulations on our website. In order for your return to be approved, the following criteria must be met:

  • The product must be in the same condition as when it was received;
  • The product should be in its original packaging with intact labels and protective stickers.

Please note that you as a customer pay the return cost. The return can be made by sending the parcel to a courier.

Question Where can I find the return form?
AnswerThe form is available on the website of our Regulations as an attachment. However, if you cannot find it, please contact our Customer Service department at and we will send it to your e-mail address.
Question Have you received my return?
AnswerWe will contact you via e-mail as soon as we have processed your return. Please keep an eye on your junk mail as well. Depending on the country of dispatch and postal service, it usually takes 2-14 days for us to receive and handle your return.
Question How long does it take to get the refund?
AnswerYou will receive an email when your return is handled and approved. After we have approved the return, it usually takes 1-14 days for the money to be refunded to your account. However, if you do not receive a refund within that time, please contact our Customer Service by email at
Question How can I exchange a product?
AnswerIf you wish to exchange a product, simply follow the steps outlined in the “Product Returns” section and then place a new order at However, we kindly ask you to inform us in advance at the email address
Question How can I make a complaint about the product?
AnswerTo make a complaint, all you need to do is complete the complaint form available for download on our Regulations page, and then send it to indicating the reason for the complaint and attaching a photo and the content of the request, as well as the order number that you received when purchasing the goods. More information can be found in § 8 Complaints in our TERMS AND CONDITIONS.
Question What does the complaint cover?
AnswerThe complaint includes, among others all aspects related to the durability of the product, i.e. involving structural defects, such as those related to the strength of rivets and seams. However, the complaint does not cover the natural processes of changing the appearance of natural leather, its discoloration and natural aging, because these changes result from the properties of the raw material used. The complaint also does not cover defects that arise as a result of improper use of the product.
Question How to take care of the product?
AnswerTo make your leather product last for years, take care of it properly. Find out more in our CARE GUIDE.
Question What are the working hours of the Customer Service?
AnswerWe do our very best to answer any questions you might have as quickly as possible. We aim to answer within 24 hours on weekdays and within 48 hours on weekends.