Refund policy

Not satisfied with your order?
We would love to know how we can improve. You may return any unused item within 14 days of receipt or email us a photo that clearly shows a defect. Once the photo is approved, we can usually resolve the issue without asking you to post the item back. If a refund is necessary, we will credit the original payment method within five working days of receiving the returned item or confirming the photo evidence.

Returns by mail
You have up to 14 days from receiving your order to exchange a product for a different size / colour or to request a refund. Please follow these three simple steps:

1. Contact info@shoptuca.com
Email us first for the correct return address. We operate several distribution centres and need to confirm where your parcel originated.

2. Prepare the parcel
Pack the product securely in the original packaging and include a note with your order number. As the sender you are responsible for the return shipment, so always request a tracking code from the carrier. After dispatching the parcel, email the tracking number to info@shoptuca.com and state whether you prefer a refund or a replacement size / colour.

3. Ship the parcel
Take the package to your nearest postal or parcel service and send it back to the address we provided. Once the return arrives at our warehouse, we will process your exchange or refund promptly.

Please note
Products bought as part of a value or promotional bundle cannot be returned.
Because of their nature, creams, cosmetics, liquid or gel products, underwear, socks and similar personal items are non-returnable, as are semi-opened packages or items no longer in their original condition. Returns are also not accepted for hazardous materials, flammable liquids or gases.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Cancellations
To cancel an order, email us immediately at info@shoptuca.com. If you cancel within 12 hours we can issue a full refund without further steps. After that window the items must reach us as a return before we can refund.

Shipping costs
You are responsible for return shipping costs; these are non-refundable. If you receive a refund, the original outbound shipping fee (if any) will not be included. Transit times for exchanged items vary by destination. We strongly recommend using a traceable shipping service or purchasing shipping insurance.

Questions?
Our customer-service team is happy to help at info@shoptuca.com.

Tuca Brands LTD
71-75 Shelton Street
Covent Garden, London WC2H 9JQ, United Kingdom
Company Number: 16577074