Customer Service
FAQs
You asked, we answered.
Are there requirements to use Klarna?
Yes, you will need:
• A US-issued debit or credit card
• To be 18+ years old
• A US billing address
• An SMS-capable phone number
• A US-issued debit or credit card
• To be 18+ years old
• A US billing address
• An SMS-capable phone number
How do I sign up?
If your basket is eligible for 4 interest-free payments with, the option will be presented at checkout. After confirming your phone number, you’ll be sent an SMS message to confirm your identity. You’ll then set up your payment method with Klarna and accept the terms of your payment plan. Visit Klarna Support for more information.
Are there late fees?
There are no late fees when you pay on time. A late fee of $7 or 25% of the monthly payment amount, whichever is lower, may be charged if an automatic payment cannot be collected. See Klarna Terms for full details.
What if I make a return?
To ensure your complete satisfaction, we readily accept returns and exchanges. Please see Shipping & Returns for more information. Refunds will be processed to your Klarna account.
Do you offer coupons or discounts?
You don’t need to worry about coupon codes to take advantage of our promotions, they will automatically apply in your cart. Most promotions are only available on full-price items. For promotions with a minimum purchase requirement, you must meet the minimum amount before taxes or shipping to qualify.
Can I get free shipping if I spend a certain amount?
We offer free shipping with a minimum purchase during special times of the year. Sign up for our emails and watch our social media channels for announcements.
What size should I buy?
Click here to view our size guides. All sizing is approximate and may vary based on the cut of a garment. For example, a flowier item will fit differently than a more fitted item.
What payments do you accept?
We currently accept Visa, Mastercard, American Express, Discover, PayPal, Klarna, and Arula gift cards on the website. We cannot accept more than one credit card per order, including gift cards not issued by Arula as those are processed as credit cards.
Can I order online and pick up in store?
Arula currently offers in-store pick up of online orders where items are available. Choose an item, then see if it's available for pick-up in your area. Next, select the store of your choice, then click "Add to Bag." Then go through the regular checkout process. Once your order is ready to be picked up, we'll send you an email letting you know! You'll have four days to pick up your order after you've received the ready for pickup notification. Orders not picked up within four days will be automatically canceled.
Does Arula do price adjustments if an item goes on sale?
We do not offer price adjustments to reflect any past or future sales or promotions.
How much does shipping cost?
Shipping is a flat rate based on when you would like your package to arrive. You choose the method of shipping at check out:
Cost
Cost
| Standard | $9.95 |
| 2 Day | $19.95 |
| Next Day | $24.95 |
All shipping is based on business days and does not include weekends or holidays.
Altardstate.com cannot be held responsible for delayed deliveries due to conditions beyond our control (such as severe weather or carrier service interruptions).
Altardstate.com cannot be held responsible for delayed deliveries due to conditions beyond our control (such as severe weather or carrier service interruptions).
When should I expect my package?
Orders placed after 2:00pm ET will be processed the following business day. Delivery does not occur on weekends or holidays.
Estimated Arrival
Estimated Arrival
| Standard | 2-7 business days |
| 2 Day | 2 business days |
| Next Day | 1 business day |
Can you ship to a PO Box?
For shipment to a PO Box, including APOs, please choose Standard. FedEx cannot deliver to PO Boxes. 2 Day and Next Day Shipping require a street address.
Does Altar’d State ship internationally?
We can ship to the United States and Canada, as well as to US military APO boxes. Canadian shipments require the purchaser to pay any import duties or fees associated with the shipment.
How are perfumes shipped?
Perfumes containing alcohol may not be shipped internationally or mailed domestically using air transportation. Orders including perfume(s) and requesting air delivery (2 Day, Next Day) will be downgraded or split-shipped (with non-perfume products shipping air). We cannot ship perfume items in Canadian orders and will process item refunds as needed. We apologize for any inconvenience this may cause.
How will I track my order?
Once your order is shipped, you will receive a shipment notification email with the tracking number. Package tracking is usually active about 12 hours after shipping at this link. If you created an account before placing your order (and were signed in to the account), your tracking information will also be available in your account on the website. Still haven’t found your tracking information? Contact us at 1-844-70-ARULA or guestservices@arula.com. Guest services is available Monday-Friday, 9am-9pm ET and Saturday/Sunday 9am-5:30pm ET.
What if my order doesn't arrive?
Contact us so we can work with you. Guest services is available Monday-Friday, 9am-9pm ET and Saturday/Sunday 9am-5:30pm ET at 1-844-70-ARULA or guestservices@arula.com
How do I make a return?
We will gladly accept returns. If the item was purchased on our website, request a return label here or through your Arula account under Purchase History. Please reference the Ecomm Order ID on your packing slip when requesting a return label. If the item was purchased in-store or through Instagram/Facebook, request a return label using this link.
Are returns free?
There is a $8.95 return shipping fee charged for use of a label provided by Arula. The cost of return shipping will be deducted from the refund price for mailed returns using our return label. Even exchanges will not incur the return shipping fee.
Where can I send a return?
If you want to use your own shipping label, please send returns to: Arula, Attn: Returns, 235 Partnership Parkway Maryville, TN 37801.
Can I return items purchased online to an Arula or Altar'd State store?
Yes, we will gladly accept returns of online orders at your local Arula or Altar’d State location.
Where can I purchase Arula gift cards?
You can purchase gift cards here. Gift cards are also available in all Arula locations.
Can I choose a specific date and time for my gift card to email?
Absolutely! When you add a gift card to your bag, you will have the option to send the gift card instantly or schedule when it will deliver.
What if my emailed gift card is not received?
First, please ask the recipient to check their spam filter. If the gift card is still not found, please contact guest services. We can re-send the gift card or try to send to an alternate email address. Guest services is available Monday-Friday, 9am-9pm ET and Saturday/Sunday 9am-5:30pm ET at 1-844-70-ARULA or guestservices@arula.com
How do I check the balance of my gift card?
Click here to check the balance of your Arula gift card.
What size clothing does Arula carry?
We offer an especially curated selection ranging from sizes 10-24. Everything is tailored to our guest & sized in person on real-life models to ensure the best fit.
Are all the items on the website available in my local store?
We stock all stores with the same selection of products during the season. Items may sell out on the website or in a store location, so let us know if you are looking for a specific item. Our guest services team will be glad to check your store’s inventory. Guest services is available Monday-Friday, 9am-9pm ET and Saturday/Sunday 9am-5:30pm ET at 1-844-70-ARULA or guestservices@arula.com
Can I check my store’s inventory on the website?
Arula currently offers in-store pick up of online orders where items are available. Choose an item, then see if it's available for pick-up in your area. Next select the store of your choice, then click "Add to Bag." Then go through the regular checkout process. Once your order is ready to be picked up, we'll send you an email letting you know!
Does Arula guarantee their products are manufactured with fair-trade practices?
We are passionate about standing out for good and want to partner with those who hold our same values. For anything with the Arula label, we ask the manufacturers about work conditions and practices before doing business with them.
Can I buy Arula products at wholesale?
We do not currently operate as a wholesale business.
How do I get my products in Arula stores?
Our buying team is always working to choose the best products for our guests. If you feel your product(s) would be a good fit, please send your catalog to arulamerchandising@arula.com. We will get be in touch with you if there is interest in carrying your products..
What does Stand Out. For Good mean?
Altar'd State, a sister brand of Arula, started with a mission to fill a gap in the retail industry and change the world for the better. We want to stand out for good in our local communities and around the world by partnering with non-profit organizations helping those in need. We support these organizations with donations (made possible by your Arula purchases) and volunteering.
How does Arula choose the non-profit organizations/How does my organization become a recipient?
We wish we could partner with all charitable and/or fundraising efforts, but unfortunately, we cannot, though we are always looking at requests. The best way to work with us would be to contact your local store. You can find a store listing here.
What organizations you support?
We focus our give back in three primary areas of need:
- Mission Monday: In this program, Altar’d State partners on a local level with 501c(3) approved organizations that feed the hungry, assist service men and women, boost self-esteem, love on those undergoing treatment, house the homeless, and more. These partnerships are determined by each individual Altar’d State, Arula and Tullabee Store in our local communities as they know best the need in that marketplace. 10% of that store's net profits from each Monday during the season are donated to the selected organization. The beneficiary organizations change on a monthly based on an overarching theme chosen by Altar'd State (such as Children & Education). Each store then chooses an organization that fits the seasonal theme.
- Coprodeli USA: Our home office partners with Coprodeli on serving the disadvantaged in the countries of Peru and Ecuador, particularly children.
- Special circumstances: We jump in when a catastrophic event or need arises such as a tornado, hurricane, wildfire or earthquake and also look at other philanthropic/charitable efforts on a case-by-case basis. Examples of current or past involvement are Habitat for Humanity, Big Brothers Big Sister Organizations and Lifewater International and many more.
Am I old enough to work for Arula?
We have a minimum hiring age of 18 years old.
How do I know if there are openings in my area and how do I apply?
Please visit our Careers page here to see available positions and to fill out an application.
How do I follow up on my application?
If you applied for a store position please contact that store, as each location is responsible for hiring. For home office positions or those with stores still under construction, you may email peopledevelopment@altardstate.com.
How do I become a model for Arula?
Website photography is produced at our home office in Knoxville, TN. We work with agencies to find regionally-based models who are able to work within our photography schedule. If you are in this area and signed with an agency, please contact your agency and ask about working with us. On-location models are also agency based.
Where are Arula stores located?
You can find a store locator here.
I need a store in my town – how can I make that happen?
Our real estate team is always working to identify the best locations for our Altar’d State/Arula brands. Please send any location suggestions you have to our guest services team at guestservices@arula.com
Does Arula offer franchises?
We are a privately-owned company and do not currently offer franchise opportunities.
I'm a developer. How do I contact Arula about my location(s)?
Please send an email to guest services. We will forward the information to our real estate team for consideration at guestservices@arula.com
