SHIPPING
Hey, it's important for you to know that most of our amazing products are carefully handmade to order! That means we put a lot of love and effort into each and every one just for you. We always aim to have your order made and sent out within 2 weeks, but sometimes we're even faster than that! Keep in mind that we can't always guarantee a specific delivery date, but we promise to do our absolute best to get it to you as soon as possible.
We're a small, family-run business that prides ourselves on creating your order to your exact specifications. We appreciate your patience as we work hard to get your order just right.
If you're in a bit of a rush and need your order sooner, don't worry! You can easily upgrade your delivery service or add a Rush Fee at the checkout with RUSH postage. We're here to make sure you get your order exactly when you need it!
Delivery Estimates (once dispatched. Not including processing times)
We want to make sure you're aware that delivery estimates are determined by the shipping company, which means that once your order is dispatched, it's out of our hands. It's important to keep in mind that during busier periods, like Halloween or Christmas, or in the unlikely event of a Royal Mail strike, delivery times may be delayed. But don't worry, we'll do everything we can to get your order to you as quickly and efficiently as possible.
UK deliveries
Tracked 24 1-2 working days
Europe deliveries
INTERNATIONAL TRACKED 3-5 working days
Australia and USA
INTERNATIONAL TRACKED 5-9 working days
Rest of the World
INTERNATIONAL TRACKED 7-15 working days
Just a quick heads up: when we say "working days," we're talking Monday through Friday and excluding public holidays and weekends. Keep this in mind when placing your order and eagerly anticipating its arrival.
No sign of your order?
Uh Oh! This sucks!
All of our amazing items are shipped using a tracked service via the Royal Mail. You'll receive an email update from them when your delivery is on its way to your address. Once your order is shipped, we'll provide you with a tracking number so you can keep an eye on its progress. Just a heads up, sometimes your dispatch email might end up in your junk mail, so make sure to check there as well. With this awesome tracking system, you'll always be in the know about where your package is at!
We just wanted to let you know that once we've handed your parcel over to the shipping company, we only have access to the same tracking code and information that you do. Unfortunately, we don't have any further information beyond that. However, please know that we're doing everything we can to ensure that your order arrives safely and on time. Shipping delays can happen from time to time, but rest assured that we're keeping a close eye on things and are ready to help in any way we can. Thank you so much for your understanding and patience.
Taxes and Duties
We always want to make sure you're aware of some important information before placing your order with Tutu Factory UK! When your parcel arrives at the destination country, customs charges and/or import duties may be charged by the customs office there. It's important to note that the payment of these charges and taxes is solely the recipient's responsibility and won't be covered by us.
If you'd like to learn more about these charges, we recommend contacting your local customs office before placing your order. While it's rare, sometimes custom agents may delay the delivery of parcels and we want to emphasize that we cannot be held responsible for any such delays. However, we do make sure that all custom labels are filled out correctly before dispatch to minimize the chance of any issues.
Currency Conversions
Our website displays all prices in British Pounds, and that's the currency you'll be charged in. Don't worry if you see a different amount on your bank statement - it's just your local currency equivalent. The exchange rate is set by your bank and should be pretty close to the current rate. So no need to freak out and think we've charged you extra!
If you're curious about the current exchange rate and want to do a bit of math to figure out the exact cost of your tutu, just click the link below. It's easy-peasy, promise!
XE.com - Foreign Exchange Rate Calculator
'Lost' Orders
UK customers
Where an order has been dispatched to the customer by the Tutu Factory, it cannot be regarded as “lost in transit” until 14 working days have passed from point of dispatch. We always obtain proof of postage and if you have chosen a tracked service you will have the tracking code to use on the Royal Mail website.
The Tutu Factory will replace lost orders or offer a refund under these circumstances, but is not liable for providing any additional monetary refund in these circumstances.
Once this period has expired, written notification is required (as with cancellations) within 7 days. The Tutu Factory reserves the right to refuse any refund if notification of “missing” goods is not received within this time frame. Our email is thetutufactory@hotmail.co.uk, please get in touch if you do not receive a response from ourselves within 48 hours of sending a written notification (during opening hours)
Upon qualifying notification of an order not being received, the Tutu Factory team will process your refund, which will then be made within 14 days through your PayPal transaction.
Should missing goods turn up after your refund has been processed, these goods will remain the property of the Tutu Factory, and so should be returned within 7 days.
International Customers
For international customers it is one month's wait from point of dispatch must be given for due to the distance your order has to travel and any possible customs delays. We always obtain proof of postage and if you have chosen a tracked service you will have the tracking code to use on the Royal Mail website.
The Tutu Factory will replace lost orders or offer a refund under these circumstances, but is not liable for providing any additional monetary refund in these circumstances.
Once this period has expired, written notification is required (as with cancellations) within 7 days. The Tutu Factory reserves the right to refuse any refund if notification of “missing” goods is not received within this time frame. Our email is thetutufactory@hotmail.co.uk, please get in touch if you do not receive a response from ourselves within 48 hours of sending a written notification (during opening hours)
Upon qualifying notification of an order not being received, the Tutu Factory team will process your refund, which will then be made within 14 days through your PayPal transaction.
Should missing goods turn up after your refund has been processed, these goods will remain the property of the Tutu Factory, and so should be returned within 7 days.
Should any delivery exceed 45 working days from point of order, the Tutu Factory will offer a refund excluding postage costs, acceptance of which will effect cancellation of your order.
When you purchase from our website you are agreeing to all of the above conditions.
Returned to Sender
Oh no, has your order been sent back to us because it was unclaimed? Don't worry, we're here to help! If this happens, you do have the option to pay for the shipping to have it sent out again, or we can offer a refund (minus the postage costs, of course).
We always notify you when your order has been shipped out, so if it hasn't arrived within the expected timeframe, it's a good idea to check your tracking code or contact your local Post Office to see if they attempted delivery and forgot to leave a card. Remember, they only hold packages for a limited time, so it's best to act quickly if your parcel is waiting for you!
Please keep in mind that once an item is marked as shipped, it's out of our hands and in the care of the shipping company. We can't be held responsible for any shipping delays or if they forget to leave a delivery notification. But don't worry, we'll do everything we can to make sure you receive your order as quickly and smoothly as possible!
Packaging
Wondering how your orders will be packaged and delivered to you? Well, most of our awesome items are packed up in super light recycled mailbags or small boxes. If you're ordering a group of small tutus, they'll be able to fit in our larger mail bags.
Now, we're not perfect, but we do try our best to make a positive impact with the way we do things. That's why we also recycle old boxes for those larger or awkward-sized orders. So, if your package arrives in a less-than-perfect outer box, it's because we're doing our part to help the environment by reusing and recycling boxes whenever we can.
Shipping Policy
We just wanted to let you know that as the customer, you'll be responsible for the original shipping charges, any custom import fees, and the cost of return shipping back to our UK headquarters. This also includes any orders that are refused upon delivery.
But don't let that discourage you! We're always here to help and answer any questions you may have. So if you need assistance with shipping or anything else, just shoot us an email at thetutufactory@hotmail.co.uk and we'll get back to you as soon as possible. Let's make sure you get the perfect tutu, hassle-free!