DELIVERY
Where do you ship from?
All on-line shop orders are despatched from either our Australia or U.K. office. However, if we are out of stock and the item is available from our Sri Lanka office, we will ship directly from there at no extra cost.
All bespoke orders are shipped direct from Sri Lanka.
What type of delivery service do you use?
We use a courier service when shipping from UK or Sri Lanka. They are a registered courier service with on-line tracking capabilities. Once your order is despatched, you will receive an e-mail with your tracking number. Delivery time is approximately 7-10 working days.
What are your delivery charges?
Delivery charges are dependent on the weight of the item(s) bought, delivery method, and your location. When checking out you will be quoted the best price for each available service.
Bespoke orders are sent via a courier service from Sri Lanka. The cost will vary dependent on your location and weight of the parcel. We have sourced the best value courier company in Sri Lanka whose rates we feel are second to none.
All delivery charges are quoted when checking out.
Has my order been shipped?
We will send you a dispatch e-mail once your order has been sent.
Will I incur any customs and import charges?
We regret that this is totally out of our control. All customs and import duties are charged once the parcel reaches its destination country. The recipient is solely responsible for paying these charges.
We recommend that you contact your local customs office if you are concerned by the charges you may incur. However import taxes are not applicable for orders less than $1000AUD
RETURNS
What is your returns policy?
If you would like to cancel/return your order you have the right to do so within 28 days. The items must be in their original condition, with packaging, and/or all tickets and tags still attached. We will issue a full refund minus the delivery charges.
Under the DSR (Distance Selling Regulations), you must cancel the order within 7 working days (after the day you have received the goods). Please let us know that you wish to cancel the order by sending an e-mail to sales (at) wearetuktuk (dot) com (dot) au , making sure that you quote your order number. Once we receive the items back in their original condition, with packaging, and/or all tickets and tags still attached, we will issue a full refund including the delivery charges.
If you are returning an item due to an error/fault on our part, we are happy to pay for the costs incurred in sending the item back. In all other circumstances this is the customer’s responsibility.
If items are lost or damaged in transit, we will be unable to give a refund.
*Not applicable to bespoke shirts. Please see below.
What is your returns policy on bespoke shirts?
A bespoke shirt is personal to your requirements; we will only issue a refund/exchange if either of the following situations occurs:
1. The shirt measurements and/or specifications are different to those requested by the customer.
2. There is a quality or fault issue.
What is the return address?
Please contact us for the returns address.
SHOPPING
I want a product, but it is out of stock?
We may still be able to get the product for you. Send a quick message with the item in question and we will try and source it for you.
How do I purchase a gift voucher/certificate?
We do offer this service, payment is made to Paypal & the gift voucher receiver can then use this paypal voucher to purchase or items. A link to gift certificates is available at the bottom of the webpage.
What methods of payment can I use?
All of our payments are done through PayPal. PayPal uses the highest level of data encryption, industry leading technology and fraud prevention tools to offer an advanced level of security to all their users and customers.
The good news is you don’t even have to have a registered PayPal account to use it. You can use any standard debit or credit card to pay for your items.
Do you have a size guide?
You can view the size guide here. If you have any questions regards our sizing, please don’t hesitate to contact us.
GENERAL
How do I sign up to the tuktuk newsletter?
Sign up (or un-subscribe) via our homepage by entering your e-mail address.
Where are your products manufactured?
All our products are manufactured in Sri Lanka.
Our shirts are manufactured at one of the most respected shirting factories on the island. As well as being a “garments without guilt” certified factory, they also manufacture for many other big name European brands.
Our Bespoke shirts are made in-house by a small team of highly skilled tailors.
Our leather and canvas products are manufactured at a very reputable leather company who’ve been in the trade for almost 40 years. They also manufacture for some big European brands.
We have a close relationship with all the factories we use, and often pay the factories visits to check everything is in order.
Where do you source your fabrics?
As well as sourcing from well-recognised factories and markets, we also import from some of the leading fabric mills across Asia.
