Frequently Asked Questions
We want your shopping experience with Tetuf to be simple and enjoyable. Below you'll find answers to the questions we receive most often.
If you cannot find the information you're looking for, our customer support team is always happy to help.
Email: info@tetuf.com
Phone: +44 208 075 9406
Customer Service Hours (GMT)
Monday – Friday: 09:00 – 17:00
Saturday – Sunday: Closed
Orders
How do I place an order?
Simply browse our collection, select your preferred size and quantity, add the item to your cart, and proceed to checkout. Follow the checkout steps to complete your purchase securely using PayPal.
Can I change my order after placing it?
If your order has not yet entered the processing stage, we may be able to make changes.
Please contact us as soon as possible after placing your order.
Once an order has been prepared for shipment, changes may no longer be possible.
Can I cancel my order?
Yes, provided your order has not already been processed or dispatched.
Please contact our customer support team immediately if you wish to cancel your order.
If your order has already shipped, you may return it under our 30-day return policy.
Will I receive an order confirmation?
Yes.
After your purchase is completed, you will receive an order confirmation email containing your order details.
If you do not receive this email, please check your spam or junk folder before contacting us.
Shipping
Do you offer Free Shipping?
Yes.
We offer Free Shipping on eligible orders delivered within the United Kingdom.
How long does order processing take?
Orders are typically prepared within:
1–3 business days
This includes payment verification, quality inspection, packing, and dispatch preparation.
How long does shipping take?
Once dispatched, shipping generally takes:
4–9 business days
When should I expect my order?
Most orders arrive within:
5–12 business days
Delivery times depend on the destination city, courier operations, and other logistical factors.
Will I receive tracking information?
Yes.
Once your order has been dispatched, you will receive a shipping confirmation email with tracking information whenever tracking is available.
Tracking may take up to 48 hours to become active.
My tracking hasn't updated. What should I do?
Tracking updates can sometimes take up to 48 hours after dispatch.
If your tracking has not updated after this period, please contact our customer support team and we will be happy to assist.
Do you deliver on weekends?
Delivery schedules depend on the shipping carrier and your local delivery area.
Some carriers may deliver on Saturdays, while others only deliver on business days.
What happens if my package is delayed?
While we work hard to meet our estimated delivery times, occasional delays can occur due to weather, public holidays, high shipping volumes, or courier operational issues.
We appreciate your patience if unexpected delays occur.
What should I do if my package appears lost?
Please contact us as soon as possible.
We will work with the shipping carrier to investigate your shipment and keep you informed throughout the process.
Returns & Refunds
What is your return policy?
We offer a 30-day return policy.
You may request a return within 30 days of receiving your order, provided the item meets our return eligibility requirements.
Are returns free?
Yes.
Eligible returns are accepted at no cost to the customer.
Please contact us before returning any item so we can provide the correct return instructions.
How long do refunds take?
Once your returned item has been received and approved, refunds are processed within 10 business days.
Your bank or PayPal may require additional time before the funds appear in your account.
What condition must returned items be in?
Returned items should be:
-
Unworn
-
Unwashed
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In their original condition
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Free from stains, perfumes, or damage
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Returned with original tags where applicable
Can I exchange an item?
We currently do not offer direct exchanges.
If you would like a different size or style, you may return your eligible item and place a new order.
What if I receive a damaged item?
Please contact us within 48 hours of delivery.
Include your order number along with clear photographs showing the damage so we can review the issue and assist you promptly.
What if I receive the wrong item?
If an incorrect product is delivered, please notify us within 48 hours of receiving your order.
We will review the situation and provide the appropriate resolution.
Payments
Which payment methods do you accept?
We currently accept secure payments through:
-
PayPal
Is my payment secure?
Yes.
All payments are processed through PayPal using secure encryption technology.
Tetuf does not store your complete payment information.
Why was my payment declined?
Payments may be declined for reasons such as:
-
Insufficient funds
-
Incorrect payment information
-
Bank security checks
-
PayPal account restrictions
-
Temporary technical issues
If the issue continues, please contact PayPal or your financial institution.
Products
How do I choose the correct size?
We recommend reviewing the size information provided on each product page before placing your order.
If you need additional sizing assistance, our customer support team will be happy to help.
Will the colour look exactly like the photos?
We make every effort to display our products accurately.
However, colours may appear slightly different depending on your monitor, phone screen, or display settings.
Will an item be restocked?
Some popular products may return, while others may only be available for a limited time.
Availability varies depending on demand and supplier inventory.
Account
Do I need an account to place an order?
No.
You may place an order without creating an account if guest checkout is available.
Creating an account simply makes it easier to view your order history and manage future purchases.
I entered the wrong shipping address. What should I do?
Please contact us immediately.
If your order has not yet been dispatched, we will do our best to update the shipping address.
Once an order has shipped, address changes are generally no longer possible.
Customer Support
How can I contact Tetuf?
Email:
Phone:
+44 208 075 9406
What are your customer service hours?
Monday – Friday
09:00 – 17:00 GMT
Saturday – Sunday
Closed
How quickly will I receive a reply?
We aim to respond to all enquiries as quickly as possible during our business hours.
Response times may be slightly longer during holidays or periods of high demand.
Privacy & Security
Is my personal information protected?
Yes.
Protecting your privacy is important to us.
Your personal information is handled in accordance with our Privacy Policy and applicable UK data protection laws.
Do you share my information with other companies?
We do not sell your personal information.
Information is only shared with trusted service providers where necessary to process payments, deliver orders, or operate our website.
Still Need Help?
If your question has not been answered above, please contact us and we will be happy to assist.
Tetuf
Warehouse & Returns Address
188-196 Regent St
London W1B 5BT
United Kingdom
Email:
Phone:
+44 208 075 9406
Customer Service Hours (GMT)
Monday – Friday: 09:00 – 17:00
Saturday – Sunday: Closed
We appreciate your trust in Tetuf and look forward to assisting you.