Deliveries & Shipping

What are your delivery options?

1. Standard Australian delivery, 2-5 business days, $7.95 

2. Express Australian delivery, 1-2 business days, $9.95 

3. Free Shipping for orders over $150, available on orders within Australia only. Orders will be shipped via Standard delivery.

4. New Zealand delivery, 4-7 business days, $17.95 (Australia Post)

5. International delivery, 7-10 business days, $30 (Australia Post)

What is your order cut-off time?
Please allow up to 24 hours for us to process your order after it is placed as we often fulfill our online orders from multiple locations. Generally, if you place an order before 10am, it will be sent that afternoon. During sale periods, processing time is closer to 24 hours.

If you urgently need an order, please call or email us ASAP and we’ll see what we can do!

Do you deliver to PO boxes?
Yes

How can I track my order?
If you’re a customer with a login, you can track your order in the ‘My Account’ section of the Tuchuzy website. Alternatively, you can track your order directly using the tracking code that was sent in your shipping confirmation email.

If you can’t find your tracking code, please call or email us.

Where is my order? It should have arrived by now.
Please use the links above to track your order.

If you’re not home when a driver attempts delivery, they will take it to your closest post office. If they’ve done so, there will be a note in your mailbox letting you know which post office location they’ve taken it to.

Bear in mind that extreme weather conditions such as flooding and bushfires can often affect the postal service and in turn, receiving your parcel in our quoted time frame.

Tuchuzy will not take responsibility of loss or damaged items during transit. Please email us for any enquiries sales@tuchuzy.com

I’m probably not going to be home when my parcel is delivered. What should I do?
If there is a safe place for the driver to leave the parcel without a signature, just leave a comment when you check out to give your authority to leave it somewhere safe (you can be specific) without signing for it.

You may also want to have it delivered to your work instead.

Otherwise, it will go to your nearest post office if you’re not around.

The delivery option I want isn’t showing up. Why is that?
Be sure to refer to the delivery option explanations above to ensure your shipping address is eligible for that delivery option.
 

International Delivery

What countries do you ship to?
(Australia), Austria, Belgium, China, Denmark, Finland, France, Germany, Hong Kong, Hungary, Italy, Japan, Netherlands, Norway, Portugal, Ireland, Singapore, South Africa, South Korea, Sweden, Switzerland, United Arab Emirates, United Kingdom, United States of America.

If you do not live in one of these countries, please contact us and we may be able to make delivery arrangements for you at an extra cost.

How much is international delivery and how is it sent?
Delivery is a flat $30 ($17.95 for New Zealand).

We use a DDU (Delivery Duty Unpaid) service, which means you simply pay an ex-tax price at the checkout and are subject to any relevant local duties and taxes once the parcel arrives at your country. 

Delivery can take anywhere between 7-10 business days. If you’d like it faster, please call or email us and we may be able to provide a quote for a faster service. 

Generally speaking, the closer your are to Australia and to a capital city, you closer you can expect the item to arrive in the quicker end of that delivery estimate.

How can I track my order?
If you’re a customer with a login, you can track your order in the ‘My Account’ section of the Tuchuzy website. Alternatively, you can track your order directly using the tracking code that was sent in your shipping confirmation email.

Do you accept returns on international orders?
Yes, we do. If you’d like to return something, please contact us first for your RA (Return Authorisation) number, let us know what you’re returning, if you would like an exchange, credit or refund, then fill out the returns form enclosed in your parcel.

If you would like an exchange, just place a new order online for the item you would like, send the unwanted item back and we will refund you. 

Pack it up securely ad send it back to us within 21 days using a traceable post service.

We do not accept returns on sale items. 

Christmas Delivery

The last day for guaranteed delivery: 

-        Standard (interstate): Monday 14 December

-        Standard (Sydney): Friday 18 December 

-        Express: Monday 21 December

Extended Christmas returns - Items purchased between the 11 December - 21 December can be returned to Tuchuzy HQ by 8 January 2018. For items purchased after this date, the normal 14 days returns policy of 14 days applies. 

Returns

What is your returns policy?
Customer satisfaction is important to us! If you are unhappy with the merchandise you received for any reason, simply return it to us and we will happily provide a credit note or refund under the following conditions:

-        Merchandise must be returned within 14 days of dispatch for Australian and New Zealand customers and 21 days for other countries.

-        Merchandise must be in saleable condition with all tags attached

-        Merchandise must not be worn, damaged, altered or washed

-        You must contact us before returning the item to receive an RA number

-        At this stage we do not offer exchanges on any items. If you would like a different size or item, you will need to follow the returns process for a refund and repurchase the new item.

-        Sorry - sale items cannot be returned or exchanged unless deemed faulty.

For hygiene reasons, lingerie and earrings cannot be returned unless deemed faulty.

This policy does not affect your statutory rights.

How do I make a return?
1. Contact us to let us know what you would like to return, why and if you would like a credit note or refund. We will then provide you with an RA number.

2. Fill out your returns form

3. Ensure the garment is in original condition with tags attached

4. Package up your item securely and send back within 14 days using a traceable service

Do you cover the cost of returns?
Items are to be sent back to Tuchuzy at the cost of the customer.

Have you received my return?
Please allow up to 3 working days upon us receiving your parcel to process your return. We recommend you send your item back using a traceable service so you know when we’ve received it. Your can always contact us to double check.

Unfortunately Tuchuzy cannot be held responsible for parcels without tracking that have not been received back.

When should I expect my refund to clear?
Please allow up to 3 business days from the date we receive the package to process your refund. From there, the funds can take between 24-72 hours to clear.

PayPal refunds are instant once processed.

How long do credit notes last?

Credit notes will be valid up to 6 months from the issue date. If you’d like an extension, please call or email us.

Can items I buy online be returned in store?

Sorry, unfortunately all online orders will need to be returned to the head office.

 

Payments

How long do credit notes last?
Credit notes will be valid up to 6 months from the issue date. Gift vouchers are valid for 12 months from the issue date. If you’d like an extension, please call or email us.

What payment types do you accept?
Visa, Mastercard, American Express, PayPal and Afterpay.

What currency are all the prices in?
All items are in AUD$. All payments are processed in AUD$.

My credit card details aren’t being accepted. Why is that?
Please check that:

-        Your billing address is the same address associated with your credit card

-        Your name appears exactly the same as on the card

-        There are no spaces in your credit card number

If you are still experiencing difficulties, please check with your bank or financial institution. If problems continue, please call or email us.

Can I still order online if I don’t have a credit card?
Tuchuzy accepts PayPal, which allows you to pay by instant bank transfer.

Can I use two coupon codes?
It depends on the offer. Please see the fine print on the offer banner or email. If you try and enter two coupon codes and it doesn’t work, that offer doesn’t accept any other offers in conjunction with it.


If I find an item cheaper elsewhere, will you price match?
Generally we can, however there are a few conditions that we have to consider first (i.e. if it’s an international stockist and their currency is different). Just contact us and we can help you out.

Is it safe to use my credit card on this website?
We do our utmost to ensure that every credit card transaction is secure. We use a RapidSSL CA SSL certificate for extra security. This is a high-grade Encryption key (Camellia-256, 256 bit encryption key) that ensures your payment and person info remains secure during your payment. Your credit card info cannot be accessed by any third parties.


Are credit notes and gift vouchers redeemable both in store and online?
Online credit notes and gift vouchers are not valid in store, and can only be used online. Please note all online gift vouchers are non-refundable and are not redeemable for cash. Any items purchased using a gift voucher will be refunded as a voucher. 

 

Troubleshooting

I’m having issues with your website. What do I do?
Please call or email us, or use our live chat during business hours and we will be happy to help get to the bottom of any issues for you.

For the best shopping experience, we recommend using Google Chrome, Apple Safari or Mozilla Firefox. Many websites are no longer designed to cater to browsers such as Internet Explorer.

Any screenshots you can take of error messages help us a great deal!

Why won’t my login work?
Try a few different combinations and if you still have trouble, please reset your password or you can call us during business hours to confirm which email address you have registered with us.

My details have changed. How can I update them?
You can edit your details in the My Account section.

How do I know if my order has gone through?
All successful order transactions will receive an order confirmation email within 30 minutes. If you have not received your order confirmation email, check your junk or spam folder. Alternatively, log in to your account to check your order summary.

I think I made a mistake on my order. Can I update my delivery information?
Please contact us ASAP and we’ll see if we can intercept it!

Why doesn’t my coupon code work?
- Coupon codes are case-sensitive. So, if we’ve promoted the code in capital letters, you’ll need to enter it in capital letters.

- Don’t add spaces to the code

- Codes are often time sensitive – so if the offer is for 24 hours, we’ll include a time when it will deactivate. If you’re in a different time zone than AEST, this will affect the validity.

- Codes may not be able to be used more than once per customer

- You may only be able to use one code at a time with that particular offer.

If you still have problems, please contact us.

 

How can I unsubscribe from the newsletter?

You can do so from the bottom of any newsletter you have received from us. Would you like to follow us on Instagram, Facebook or Pinterest instead?

 

Other

How should I launder my garment?
Please check the care instructions tab on the product page and follow the designers’ instructions on the garment label. 

The item I want is out of stock. Will you be getting it back?
Sometimes we have the ability to re-order hot sellers. Just contact us to find out.

Can I send something as a gift and can it be gift-wrapped?
You can make a note at the shopping cart to let us know it’s a gift. We can include a special message, as we’ll be sure to make it look special for you.

What is your mailing address?
Tuchuzy HQ / Online & Buying Office is located at:
Suite 1, G1, 292 Coward Street
Mascot, Sydney NSW 2020 
1300 043 105

Tuchuzy Bondi Store is located at:

Shop 11, The Beach House
178 Campbell Pde, Bondi Beach, Sydney NSW 2026

1300 043 105

Can I send my resume to you?
We’re always on the hunt for new talent. Please visit our Careers page to see our current vacancies or to send a general job enquiry.

I’m not sure what size to choose - help!

Just click on the ‘size chart’ link on the product page for international size conversions, or view the ‘size & fit’ tab to view product specific fit details. If you’re still stuck, just contact us