FAQ

• How much will it cost to deliver my order?

TUTU offers flat-rate shipping of $9.99 for anywhere in Australia based upon the weight of your parcel or parcels. Delivery costs are calculated and displayed in the shopping cart, except for large items that will need to be quoted for. TUTU offers flat-rate shipping from $19.99 to ship to 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 For more information please visit the shipping & returns page.

• How long will it take for my order to arrive?

How long shipping will take depends on where you live. A parcel can take from 7 to 14 days to arrive at your address, however most packages will arrive much sooner than this. Events such as COVID and Christmas time may cause longer than usual delays. These shipping times take into account the time it takes to pick, review, pack and send the item.

• 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.

• Can you call before delivery?

As the majority of orders are shipped with Australia Posts service drivers are not able to call prior to delivery. For large and bulky orders including some furniture orders, we utilise a number of national carriers for delivery. In these cases we can sometimes arrange for the driver to let you know when they are 'on approach'. If you need this service please make sure to let us know by putting the request in the 'special instructions' box during the checkout process.

• What is TUTU's return policy?

We love to know that you're happy, but in cases where you have a problem with an item we ask that you read our returns policy before getting in touch with us.

• What if I have a question about a particular item?

If you'd like to have more information about a particular product, please contact our customer service team via the contact us page.

• I need to speak to someone, how can I contact Tutu at home?

Please email tutu@hyperarchitects.com with your contact details, a quick description of your enquiry.

• I have a wholesale enquiry, who do I contact?

If you are or would like to become a stocklist of TUTU products, please contact us at poke@hyperarchitects.com for more details.

• I have a trade enquiry, who do I contact?

If you are a designer, stylist etc and would like to use TUTU's products, please contact us at tutu@hyperarchitects.com for more details.  

• Why do I have to give you my phone number?

Having your contact number can be very handy for our team should we need to get in touch regarding your order. It is also a requirement of some of our shipping partners, including Australia Post. In addition, your phone number is often the most efficient way for us to contact you. We understand that some shoppers do not like leaving a phone number, but you can rest assured that your telephone details will never be used for marketing purposes and absolutely never passed on to any third party.