Delivery & Returns

  • Christmas cut-off dates
Whether you're sending gifts or spoiling yourself please place your orders by Sunday, 5 December 2021 for the best chance of your parcels arriving in time for Christmas.Our artisans are making and painting, our warehouse is picking and packing your order, as fast as we receive them, but delivery times are determined by Australia Post and the couriers we use.We will continue to dispatch after the 5th of December but your parcel may arrive after Christmas.
  • Shipping rates
TUTU offers flat-rate shipping of $9.99 AUD anywhere in Australia and $15 AUD for New Zealand. The delivery costs are calculated and displayed in the shopping cart. TUTU reserves the right to request extra freight contributions for remote/rural areas or for large/heavy orders.
  • Shipping times
How long shipping will take depends on where you live. On average it will take between 7 to 10 business days.  However, a parcel can take anywhere from 5 to 25 business days to arrive at your address.  All our products are either hand-made or hand painted, which means if we do not have the product in stock ready to be shipped, it will have to be made.  We will notify you if there is a longer than usual delay.  Please be respectful, as we do not rush our artisans, as we prioritise quality over speed.
  • Where does TUTU deliver to?
TUTU delivers to addresses within Australia and New Zealand.We expect to offer shipping to more international destinations in the very near future. If you're visiting us from outside these regions you can be notified of when we start shipping to your part of the world. Simply use our contact us form to let us know where you are and we'll make sure you find out when shipping becomes available or if it is possible.
  • Tracking
We will send you a tracking number upon shipping out your product. As mentioned earlier, our products are either handmade or hand painted, and so at times, your product might take a few days to make. Please allow for up to 5 business days before you may receive a tracking notification. The tracking number will be linked to our shipping partner. The partner will depend on the size and weight of your order. Use the directions on the email or notification to track your package. If you do not receive these notifications, please email us at
  • Returns & exchanges
If you need to request a refund, return or exchange we ask that you take the time to read this returns policy.We do not refund, return or exchange due to a change of mind or wrong order. If your order arrives and it is broken, we will send you a replacement, free of charge. Please notify us immediately and send us a clear high-resolution photo/video to TUTU outlining the situation and condition.We personally review each product before it is shipped to you.  Therefore, we know where to trace if problems occur.If the item is damaged or broken, please do not send the item back to TUTU without first contacting our online team. Contact TUTU customer service via: Included with your request must be the following information:1. a daytime and after-hours contact number. 2. transaction id (receipt number) or a copy of your invoice/receipt. 3. a brief description of the fault or issue. 4. high-resolution photos and/or video clearly showing the damage.Please do not return the items by post or courier until we have replied or spoken to you.
  • Important notes
If, by mistake, you made an error with your order and you would like to change or amend your order, you must email us within the first 6 hours upon purchase.TUTU reserves the right to assess the condition and age of the damaged goods prior to providing a replacement. This may result in a replacement or refund being refused.Refund, credit, and exchange values do not include the cost of shipping the goods to or from the purchaser.TUTU products come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage.