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Shipping

Please be aware that the majority of our products are hand made to order. Processing times are stated in the product descriptions for customers to be aware of the approximate waiting times. Most processing times are around 1-2 weeks. This may increase for larger orders, busy periods and if we are waiting on special fabrics such as the sparkle net. We will always aim to get your order out as soon as possible. We are a small, family run business where your order is made to your specifications, and we thank you for your patience in awaiting your order.

If you are in a rush for your order you can always upgrade your delivery service or add the Rush Fee.

Large orders over a certain amount may need their postage costs calculating manually. If the website does not allow you to complete your order please email us so we can calculate a final shipping price for you . Please include all information of your order to enable us to give you an accurate price as quickly as possible.

After your payment is authorized and verified your item will be dispatched as soon as possible.

Your order will be sent to the address that is on your Tutu Factory UK account or PayPal account.

Please make sure that this address is complete with a house number, street and post code and that it is the correct delivery address.

Should your order be sent to an address that is incorrect on PayPal, this is the sole responsibility of the customer and no refund or extra item will be sent. Even if a further email with the correct address has been sent following the order, the initial error lies with the customer (should the email with the correct address not be received by us or be seen in time for example) and no refunds or replacements will be sent. Please note that if you request an alternative postal address you will not be insured for missing items through PayPal.

 

Delivery Estimates (once dispatched. Not including processing times)

Delivery estimates are set by the shipping company. We have no further control over items once it has been dispatched. Please note that delivery times may be delayed in busy periods such as Halloween or Christmas.

UK deliveries 

STANDARD 2ND CLASS                               2-3 working days

STANDARD 1ST CLASS                               1-2 working days

1ST CLASS SIGNED                                     1-2 working days

NEXT DAY DELIVERY                                   next day (does not mean your order will be                                                                                                                posted the next day)

 

Europe deliveries

STANDARD AIRMAIL                                      1-2 weeks

INTERNATIONAL TRACKED                          2-5 working days

 

Australia and USA 

STANDARD AIRMAIL                                      2-3 weeks

INTERNATIONAL TRACKED                         5-9 working days

 

Rest of the World

STANDARD AIRMAIL                                      2-3 weeks

INTERNATIONAL TRACKED                         7-15 working days

 

Working days indicates Monday - Friday and does not include Public Holidays or weekends. Please take this into consideration when ordering and waiting for an order.

 

No sign of your order?

If you are still to receive an item after the estimated delivery date please be patient and give it a few of days, just in case there has been a delay at the Post Office.

Still no sign and in a panic? Have a look at our check list to see if you can find it. 

  • Is the delivery address correct? Sometimes PayPal may have put your old address even if you have moved several years ago. 

  • Have you checked the tracking code? Use it on the Track and Trace section of the Royal Mail website.

  • Double check you haven't had a card left to say that someone has tried to deliver or see if it's been left in a random 'safe' place or with a neighbour that has forgotten to let you know. (It happens!)

  • ALSO check at your Post Office to see if they're forgotten to leave a card in the first place. Believe us, we get several customers a week with this problem. We get it, the posties are very busy and it's easy to forget!

  • Done all this and still no sign? Then please send us a message and we will do our best to try and solve the situation.

Please be aware that we have exactly the same information as you once we have dropped an order with the Post Office.

International buyers please be aware that we have no control over local delivery services. Once our Royal Mail service has delivered to your country it is then handed over to your local delivery service. Delays may sometimes be due to customs checks, slow local delivery services or busy periods of the year i.e. Christmas, Halloween, etc.

Shipping Discounts (Multiple tutus)

We do of course, offer shipping discounts for multiple items. The discount will be calculated based on the tutu sizes and lengths, etc. as some take up more room than others as well as where you are based. (UK or international)

If you would like to take advantage of our combined postage (Who wouldn't?) please email us your order and we can calculate a final shipping price for you to make sure you don't have to pay out more than you need to!

Taxes and Duties

Please be advised that customs charges and/or import duties are determined by the customs office of the regarding destination and where applicable, may be levied once the parcel arrives at the destination country.

The payment of these charges and taxes is the sole responsibility of the recipient and will not be covered by ourselves, Tutu Factory UK. For further details of charges, please contact your local customs office before placing your order.

Please note that in rare occasions custom agents may delay the delivery of some parcels and we cannot be held responsible for this. We ensure all custom labels are filled out correctly before dispatch.

 

Currency Conversions

All of our prices listed on our website are in British Pounds, and you will be charged in British Pounds.The bank that has issued your credit card determines the exact exchange rate that you will pay, but in general it will match very closely with the going exchange rates.

So please don't panic and think that we have overcharged your account, it will just be that the funds have come out in your local currency instead of the GBP listed on the website,

If you'd like to get an idea of approximately what the exchange rate currently is and work out tutu prices just click the below link: 

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.

 

Packaging 

Most of our items are either packed in light weight mailbags or small boxes. Group orders will be boxed up unless they are small tutus and can fit into our larger mail bags. Whilst we do have two sizes of boxes that are new and made up to fit the Royal Mail packaging specifications we do also recycle old boxes for large orders or awkward sized items. So if your order arrives in a less than perfect outer box, it’s because we always try to use recycled boxes to post out in. It hurts our feelings to see boxes sent to be recycled when we are always ready to use them. Whilst they may not look as 'pretty' as when you order from Topshop or New Look it is a little bit towards helping the environment as well as keeping our postage costs down purchasing lots and lots of boxes! We aren’t perfect, by any means, but we are trying to have a positive impact with the way we do things.

Light up tutus will usually be boxed up when possible. Some international light up tutu orders may be packed in our mailbags as not to delay delivery but 90% of light up tutus will be boxed. Batteries are not included with our light up tutus due to the strict packaging guidelines about sealed batteries in parcels.

If you choose to post your veil by standard 1st Class it may have to be packed to fit the postage guidelines so, the comb slide of the tiara will be removed to ensure your tiara is not damaged during postage and to keep postage costs down for you. You can simply slot the comb slide back on to your tiara at the back of the tiara where there is a slot each side.

 

Shipping Policy 

By placing an order with us at the Tutu Factory, you are responsible for all original shipping charges, all applicable custom import fees and the cost of return shipping back to the Tutu Factory UK.  This also applies to any shipments that are refused by you at delivery.

If you are in a rush for your order and add 2nd Class postage please do not complain if your order does not arrive in time. It is the customers responsibility to use the correct postage to ensure their order arrives in time.

If you have any questions regarding shipping or any question in general please don't hesitate to email us at: thetutufactory@hotmail.co.uk and we will get back to you as soon as we can within our opening hours.

 

Opening Times

Monday 09:00-11:30

Wednesday 09:00-11:30

Friday 09:00-11:30

Emails, calls and our Facebook page are not monitored out of these hours. We thank you for your patience in waiting for a response.