- I didn't receive any order confirmation or tracking email?
It happens. Sometimes it is a technical error, however most of the time both emails have found there place in your junk mail.
Please check your junk mail before contacting us. Thank you.
- How much will it cost to deliver my order?
TUTU offers flat-rate shipping of $9.99 AUD for anywhere in Australia, $16 NZD for New Zealand, £13 GBP for UK, and ₹820 for India. Delivery costs are calculated and displayed in the shopping cart.
TUTU offers shipping to other countries. For more information please visit the shipping & returns page.
- What currency is the TUTU shop in?
All prices are calculated in Australian Dollars (AUD) or New Zealand Dollars (NZD) or Pounds Sterling (GBP) or Indian Rupees (INR) depending on your location, otherwise you may choose the currency from the menu.
- How long will it take for my order to arrive?
Australia / New Zealand: 5-20 days. United Kingdom: 10-20 days. India: 7-25 days.
Events such as COVID, issues with the couriers and shipping containers may cause longer than usual delays. We have had the occasional order arriving up to one month. If this is you, we are deeply sorry, however it is out of our hands. Please contact us at email@example.com for how we can help you.
All our products are either hand-made or hand painted, which means if we do not have the product in stock ready to be shipped, it will have to be made. We will notify you if there is a longer than usual delay. Please be respectful, as we do not rush our artisans, as we prioritise quality over speed.
- Can you call before delivery?
Service drivers are not able to call prior to delivery. For large and bulky orders, including some furniture orders, we utilise a number of national carriers for delivery. In these cases we can sometimes arrange for the driver to let you know when they are 'on approach'. If you need this service please make sure to let us know by putting the request in the 'special instructions' box during the checkout process.
- What is TUTU's return policy?
If there are any issues with the item, we ask that you read our returns policy before getting in touch with us.
- What if I have a question about a particular item?
If you'd like to have more information about a particular product, please contact our customer service team via the contact us page.
- I need to speak to someone, how can I contact TUTU Home?
Please email firstname.lastname@example.org with your contact details, and a brief description of your enquiry.
- I have a wholesale enquiry, who do I contact?
If you would like to have our products in your store, please contact us at email@example.com for more details.
- I have a trade enquiry, who do I contact?
If you are a designer, stylist etc and would like to use TUTU's products, please contact us at firstname.lastname@example.org for more details.
- Why do I have to give you my phone number?
Having your contact number can be very handy for our team should we need to get in touch regarding your order. It is also a requirement of some of our shipping partners, including Australia Post. In addition, your phone number is often the most efficient way for us to contact you. We understand that some shoppers do not like leaving a phone number, but you can rest assured that your telephone details will never be used for marketing purposes and absolutely never passed on to any third party.
- What are the size measurements for the TUTU clothing?
We do not accept returns for wrong sizes. Please double check the size below before purchasing.