Shipping policy

1. Order Processing

  • Orders are packed Monday - Friday, 09:00 - 17:00 CET (excluding Dutch public holidays).
  • Handling time is 1 - 3 working days after payment confirmation.

2. Delivery Area and Transit Times*

  • Netherlands: 1 - 3 working days via PostNL or DHL Parcel
  • Belgium and Germany: 2 - 5 working days via PostNL or DPD
  • France, Luxembourg, Austria, Denmark: 3 - 6 working days via DHL Parcel or DPD Classic
  • Rest of EU and EEA: 3 - 8 working days via DPD Classic or DHL Parcel

*Transit times begin once the parcel has been handed to the carrier and may be extended by events beyond our control (weather, strikes, etc.).

3. Shipping Costs

  • Live rates are calculated at checkout according to destination, weight and service level.
  • Free Standard Shipping applies automatically to carts over €40 (after discounts).
  • All mandatory charges are shown before you complete payment, in line with EU consumer law.

4. Customs and VAT

  • All orders ship from our EU fulfilment hub, so no customs duties apply within the EU or EEA.
  • Product prices include the destination country’s VAT under the EU One-Stop Shop (OSS) scheme; your invoice shows a full VAT breakdown.

5. Tracking and Notifications

  • An Order Confirmation email is sent immediately after checkout.
  • A Shipping Confirmation email with a Track-and-Trace link is sent when your parcel leaves the warehouse.
  • Optional SMS updates are available where supported by the carrier.

6. Delivery Guarantee

Under Directive 2011/83/EU your goods must reach you within 30 days of purchase unless we have agreed otherwise. If we fail to deliver within that period and after you grant us a reasonable additional period, you may cancel the contract for a full refund.

7. Lost, Damaged or Missing Parcels

  • Parcels are insured until signed for.
  • If tracking shows “delivered” but you have not received the parcel, contact us within 7 calendar days.
  • For transit damage, email photos of the packaging and product within 48 hours so we can arrange a replacement or refund in line with your statutory EU warranty rights.

8. Address Accuracy and Undeliverable Parcels

  • You are responsible for providing a complete and correct delivery address.
  • Parcels returned as undeliverable can NOT be reshipped

9. Shipping Restrictions and Equal Access

  • We currently deliver only to addresses in EU and EEA member states. We do not ship to PO boxes, parcel lockers, freight-forwarders or sanctioned destinations.
  • In accordance with the EU Geo-blocking Regulation 2018/302, all EU customers receive identical prices, payment options and shipping services regardless of their member-state of residence.

10. Changes to This Policy

We may update this Shipping Policy to reflect changes in our logistics network or legal obligations. Revisions take effect once posted here.

Need help with your shipment?
Email us at info@shoptuca.com - we aim to reply within one working day.

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

email us at: info@shoptuca.com