HOW DO I PLACE AN ORDER?

Once you have added the item(s) you wish to purchase to your cart you may proceed to checkout. Here, you may review all items in your basket, update quantities, remove items or return to the product detail page. Once you have reviewed the items in your basket, you may either continue shopping or proceed to check out and place your order. Our checkout process is quick and straightforward. We ship worldwide (selected countries only) and to the EU via DHL and UPS and via Post Denmark and Bring within Denmark. You will now proceed to payment and select your payment method. We accept all major credit cards. Once your order has been placed you will receive an order confirmation by email. The purchase amount will be withdrawn as soon as your payment has been approved and the items have been selected from our stock and we are ready to ship your order.
Your order will be shipped directly from our shop in Copenhagen, Denmark and you will receive a shipment confirmation with your personal tracking number, which makes it possible to track your parcel from our doorstep to yours. Please allow 1-2 business days to receive your shipment confirmation email after placing your order. After that we just hope you will enjoy your new purchase.

HOW DO I KNOW MY ORDER HAS BEEN RECEIVED?

After your purchase has been made, you will receive an order confirmation e-mail. This does not mean that your order has been accepted. Your order will be accepted and dispatched once your credit card and address details have been verified.

WHERE IS MY ORDER CONFIRMATION?

If for some reason, you did not receive an e-mail after placing an order, please firstly check your spam folder. You are otherwise welcome to contact our shop on phone +45 4110 8060 or email us at webshop@tuatu.dk

CAN I CANCEL MY ORDER?

Unfortunately, we are currently unable to cancel your order, once it is confirmed. Instead please return your item asap upon receipt.

WHEN WILL MY ORDER BE SHIPPED?

We dispatch parcels Monday, Wednesday and Friday, therefore delivery time is between 1-4 business days for Denmark depending on your location. Delivery time for orders shipped to the EU/World is 1-10 business days depending on your location. Orders submitted before 12pm on Monday, Wednesday and Friday are usually shipped on the same day. Orders placed later are dispatched on the first coming shipment day. This applies only to business days, which are Monday to Friday excluding Danish public holidays. Delivery times are estimates and should be used as a guide. We send all orders as packages, which makes it possible to track them in the event of any problems. In the circumstance of delays caused by any of our carrier companies, tuatu.dk cannot be held responsible.

WHEN AND HOW CAN I USE MY TRACKING NUMBER?

As soon as your order is ready for shipment you will receive a shipment confirmation email with your personal tracking number and a link where you can follow your shipment. The link is active when the carrier has picked up and scanned your shipment, which is why the link may not work the minute you receive it in the shipping confirmation.

I RECEIVED MY ORDER BUT IT IS EITHER FAULTY, INCOMPLETE OR CONTAINING A WRONG PRODUCT. WHAT SHOULD I DO?

Please contact us on email webshop@tuatu.dk as soon as you discover that your order is not as you expected.

HOW DO I RETURN AN ITEM?

If you wish to return your purchase, please refer to our Returns and Refunds section and follow the easy steps listed here.

HAVE YOU RECEIVED MY RETURN?

As soon as your return has reached our shop we will send you an email notifying you. If it has been more than 10 days since you sent it back and you still have not heard from us, please contact us on webshop@tuatu.dk

Can I return my item in your shop?

If you wish to return the item(s) in our shop in Jægersborggade you are welcome to drop in during our opening hours. Please return the item(s) to the staff in our shop and they will provide you with a written acknowledgment that you have returned the item(s). Please notice that you also, when returning in our shop, need to enclose a completed Return Form.

When will I receive my refund?

When your return has been received, we will process it as soon as possible. When processing is complete and the refund has been issued, it may take up to 10 business days before the amount is in your account, depending on your bank or credit card issuer. We will issue the refund in the same form of payment originally used for the purchase.

When I was about to pay for an item in my cart, it had disappeared - why?

Since a number of items on this web-shop are secondhand items, we usually do not have more than one of each item in stock, unless stated otherwise. If an item disappeared from your cart it might be that someone else also wished to purchase the item and proceeded to payment faster than you. Please notice that the item(s) in your cart is not yours until paid for. It is not enough to just add the item to your shopping cart. If several customers add the same item to their cart, it is the customer that firstly goes to the payment page and completes the purchase that gets the item.

Is there any way I can sign up for 'SOLD OUT' items?

Yes! If you see something you like, that unfortunately is sold out, please do not hesitate to email us on webshop@tuatu.dk and let us know that you wish to sign up on the waiting list if the item should be returned to us and ready for sale again. If this occurs and your item will be available again, you will receive an email notifying you. Please specify the item you wish to sign up for with name, size and ID.NUMBER found on the product detail page.

Which payment methods do you offer?

We currently accept the following means of payment:

  • VISA
  • VISA/DANKORT
  • MASTERCARD
  • MAESTRO