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  • 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.  Please add us to your email address contacts to receive future email updates. Thank you.

  • Christmas cut-off dates 

Whether you're sending gifts or spoiling yourself please place your orders by the 12th of December for the best chance of your parcels arriving in time for Christmas.  Our artisans are making and painting, our warehouse is picking and packing your order, as fast as we receive them, but delivery times are determined by Australia Post and the couriers we use.  We will continue to dispatch after the 12th of December but your parcel may arrive after Christmas. 

  • Shipping rates 

TUTU offers flat-rate shipping of $9.99 AUD for anywhere in Australia, $16 NZD for New Zealand, £13 GBP for United Kingdom and ₹820 for India. Delivery costs are calculated and displayed in the shopping cart. TUTU reserves the right to request extra freight contributions for remote/rural areas or for large/heavy orders.

  • Shipping times

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 tutu@hyperarchitects.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.

  • Where does TUTU deliver to?

TUTU delivers to addresses within Australia, New Zealand, India and United Kingdom.

We expect to offer shipping to more international destinations in the very near future. If you're visiting us from outside these regions you can be notified of when we start shipping to your part of the world. Simply contact us, to let us know where you are and we'll make sure you find out when shipping becomes available or if it is possible.

  • Tracking

We will send you a tracking number upon shipping out your product. Please check your junk or spam folders for the confirmation and tracking emails.  As mentioned earlier, our products are either handmade or hand painted, and so at times, your product might take a few days to make. Please allow up to 5 business days before you may receive a tracking notification. The tracking number will be linked to our shipping partner. The partner will depend on the size and weight of your order. Use the directions on the email or notification to track your package. If you do not receive these notifications, please email us at tutu@hyperarchitects.com

  • Returns & exchanges

If you need to request a refund, return or exchange we ask that you take the time to read this returns policy.  We do not refund, return or exchange due to a change of mind or wrong order. If your order arrives and it is broken, we will send you a replacement, free of charge. Please notify us immediately and send us a clear high-resolution photo/video to TUTU outlining the situation and condition.  We personally review each product before it is shipped to you.  Therefore, we know where to trace if problems occur.  If the item is damaged or broken, please do not send the item back to TUTU without first contacting our online team. Contact TUTU customer service via email: tutu@hyperarchitects.com

Included with your request must be the following information:

1. a daytime and after-hours contact number.
2. transaction id (receipt number) or a copy of your invoice/receipt.
3. a brief description of the fault or issue.
4. high-resolution photos and/or video clearly showing the damage.

Please do not return the items by post or courier until we have replied or spoken to you.

  • Important notes

If, by mistake, you made an error with your order and you would like to change or amend your order, you must email us tutu@hyperarchitects.com within the first 6 hours upon purchase.  TUTU reserves the right to assess the condition and age of the damaged goods prior to providing a replacement. This may result in a replacement or refund being refused.  Refund, credit, and exchange values do not include the cost of shipping the goods to or from the purchaser.  TUTU products come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage.