FAQs

Online Enquiries

If you have any questions or require further assistance relating to an online purchase, please contact us on either one of the below: 



Email: customerservice@tuchuzy.com 



Phone: 1300 043 105, extension 2.

Our online customer care team is available business days – 9am – 5pm AST. Unfortunately our office is closed on weekends and public holidays. Please note due to the public holidays your enquiry may take longer than usual to respond to. Please allow up to 72 hours for a response while we work through enquiries from the long weekend. If there is anything urgent, please do not hesitate to call.

Size & Fit

Click on the ‘Size Guide, Fit & Measurements’ link on the product page for international size conversions and any specific notes. Please note that the sizing guide is a general conversion and changes may apply depending on brands. 
Please check the care instructions tab on the product page and follow the designers’ instructions on the garment label. 

Gift Vouchers & Credit Notes

Gift vouchers are valid for 12 months from the issue date. Credit notes are valid up to 6 months from the issue date. Online credit notes and gift vouchers can be used both online and instore. Please note that gift vouchers and credit notes are non-refundable and are not redeemable for cash. Any items purchased using a gift voucher will be refunded as a voucher. If you’d like an extension, please call or email us and we may be able to provide an extension.

Promotional Codes

From time to time, Tuchuzy offers Promotional Codes which can be applied at checkout. A promotional codes might not be redeemable on all items, conditions may apply. 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. In some cases we do not accept any returns on items purchased with a promotional code. If an exception has been made, the code cannot be applied to a new order. Codes and Gift Vouchers 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.

Payment Types

Visa, Mastercard, American Express, PayPal and Afterpay. We do our utmost to ensure that every credit card transaction is secure. We use Shopify payments for our gateway, which has extended validation SSL and level 1 PCI Compliance. This is a high-grade 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.

 All items are in AUD$. 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. 

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.

Out of Stock

Sometimes we have the ability to re-order hot sellers. Just contact us to find out, alternatively subscribe to the out of stock notification. If we receive the item back, you will be emailed once its available to purchase online.

My Account

If you are having issues login into your account, please reset your password or you can call us during business hours to confirm which email address you have registered with us. 

You can edit all your details in the My Account section.

Newsletters

If you would like to unsubscribe, 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?

Packaging

Orders over $500 or large items will be placed in one of our signature boxes. Orders under $500 or small items will be nicely wrapped in tissue paper and shipped securely in a bubblewrap packaging.

Online Issues

If your payment is not accepted, 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 you have any issues with placing an order, please call or email us and we will be happy to help get to the bottom of any issues for you. Any screenshots you can take of error messages help us a great deal!



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.

Stock Availability

Your order can be fulfil from multiple locations. All orders are subject to availability, and items in your cart are not reserved and may be purchased by other customers. During sale periods we may have some technical errors in our system causing stock discrepancies – if we are unable to fulfil your order we will process a refund for you.

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