Delivery & Returns

TUTU offers flat-rate shipping anywhere in Australia based upon the weight and volume of your order and 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. A parcel can take from 5 to 20 days to arrive at your address.  Some products are hand made, which means if we do not have the product in stock it will have to be made.  We will notify you if there is a delay.

• Where does TUTU deliver to?

TUTU delivers to addresses within Australia, New Zealand, Singapore, UK, US, Canada, Japan, Belgium, Islas Canarias, Ceuta, Denmark, France, Finland, Germany, Italy, Ireland, Luxembourg, Norway, Portugal, Russia, Spain, Sweden, Switzerland and Turkey. 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

You should receive your tracking number from 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 emails us at tutu@hyperarchitects.com.

• 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 only refund, return or exchange if the product is broken or damaged upon arrival.  We do not refund, return or exchange due to change of mind or wrong order. 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 item back to TUTU without first contacting our online team. Contact TUTU customer service via:

• email: tutu@hyperarchitects.com

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. Please do not return the items by post or courier until we have replied or spoken to you. We have return options that may be easier and more secure than standard return post services.  

• Returns for damaged items

If your goods have arrived damaged please let us know as soon as possible. We personally review each product before it is shipped to you.  Therefore, we know where to trace if problems occur. Damaged goods returns must be requested within 7 days of receiving your purchase. In the case of damaged or faulty goods, a photograph of the item can help us determine the best way we can assist you. Please include a photograph with your email.  

• Returns for change of mind

We do not offer returns for change of mind.  Please select carefully upon purchase. If, by mistake, you made an error with your order and you would like to change or amend your order, you must email us tutu@hyperarchitects.com within the first 24 hours upon purchase.

• Other returns

At TUTU's discretion, we will accept product returns and provide you with an exchange voucher, refund or repair where:

• the product is faulty;  or
• the product is broken or damaged; or
• the product is significantly different from the published sample or description; and
• you can present your TUTU tax invoice or other adequate proof of purchase.

TUTU may elect to return the product to the manufacturer's repair agent to determine the nature of the problem. TUTU reserves the right not to offer an exchange voucher, refund or repair where the item fault is a result of misuse, poor storage or neglect.  

• 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 tutu@hyperarchitects.com within the first 24 hours upon purchase. TUTU reserves the right to assess the condition and age of returned goods prior to providing a repair, exchange or refund. This may result in a repair, exchange or refund being refused. Goods presented for repair may be replaced by new or refurbished goods of the same type rather than being repaired. New and/or refurbished parts may be used to repair goods. Claims for compensation or reasonable expenses incurred in returning your purchase should be addressed to our customer service team at the address on our contact page and need to be accompanied with supporting evidence. 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. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.