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Free shipping on orders over $99. Buy 2 Get 10% off, buy 4 get 20% off.

Shipping & Returns


Shipping


Shipping time frame

Australia & New Zealand: 3-12 days

International: 7-15 days 

 

We cannot control natural disasters, and issues with the couriers, in this situation, delays may occur.  We will always try our very best to make sure your order arrives to you as soon as possible.  If by some unfortunate circumstances, your order is arriving later than expected, we are deeply sorry, however it is out of our hands.  Please contact us 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.

Shipping rates

We deliver and offer flat-rate shipping to the following countries:  Australia (AUD 9.99), New Zealand (NZD 16), United States (USD 9), United Kingdom (GBP 9), Canada (CAD 14), Switzerland (CHF 9), Czech Republic (CZK 199), Denmark (DKK 69), Hungary (HUF 3599), Iceland (ISK 1399), Japan (JPY 1399), Sweden (SEK 99), Israel (ILS 39), India (INR 820), and the following countries: France, Austria, Belgium, Germany, Spain, Finland, Ireland, and Italy (EUR 9).

Delivery costs are calculated and displayed in the shopping cart.  If your country isn't listed and would love to shop with us, please get in touch with us here and we will try our best to make it work. 

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.

Tracking

We will send you a tracking number upon shipping out your product. Please check your junk mail 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.

My tracking number is not working?

The tracking might also say 'Item not found'.  In this case, you're receiving this message because the item hasn't been scanned yet, and a number has just been created. Please allow 1-2 days for it to change.  If it is taking longer, please get in contact with us and we can look into it for you.

My order was only partially sent?

We want to apologize for the inconvenience.  We send out separate tracking emails for each parcel, however this may have found its way into your junk folder.  Please add us to your contacts to make sure you receive all our important emails.  We want to make sure you are receiving our products as soon as possible, which is the reason why we may separate your order.

Returns & exchanges


Easy returns

Shopping for your home should be fun, so don’t be afraid to mix things up! If an item isn’t the perfect match, return it for a refund within 7 days of delivery in the original condition and packaging. Furniture refunds are entitled exclusively to store credit. Please contact us to initiate a return before returning the item, otherwise we will not refund.  There is a 5% cancellation fee to cover transaction processing costs that are not refunded to us by the payment provider if we process a cancellation.  You can choose between a refund in store credit or a refund to your original payment method.

 

TUTU Home does not cover the cost for return shipping. As soon as we receive the return from you to our warehouse, and if it is in original condition, we will begin to process the refund which will take 2-3 business days. 

Damaged or defective items

We know how frustrating this situation can be. We will issue you a brand new item once we confirm the item was defective. If the item is to be returned, shipping costs are to be covered by us. If you would like a refund, we will happily provide you with the full amount in store credit.

 

We’ll provide return instructions for the damaged or defective item. Be sure to complete this process within 7 days of the delivery date.

 

We apologize for your less than perfect experience.

 

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.

Can I cancel my order?

As long as your product has not been submitted for fulfillment by us, we can cancel the order. There is a 5% cancellation fee to cover transaction processing costs. These charges are not refunded to us by the payment provider if we process a cancellation. Once production has started, it is not possible to cancel items that are made to order. We often submit items for fulfillment within a few hours, so the faster you can let us know about the cancellation, the more likely we'll be able to do it.  If your order has been shipped, then you must follow our return policy in order to get refund once you receive your product. Our customer service team is on standby to help you out.

Wholesale orders

Shopping for your business should be fun and worry free. If there are any issues with your items, change of mind or simply not selling, we offer full store credit less the transational fees, when returned within 6 months of the order date.  Items must be delivered in the original condition and packaging. Please contact us to initiate a return before returning the item, otherwise we will not refund.  There is a 5% cancellation fee to cover transaction processing costs that are not refunded to us by the payment provider if we process a cancellation. We do not cover the cost for return shipping. As soon as we receive the return from you to our warehouse, and if it is in original condition, we will process the store credit.