FAQ - Frequently Asked Questions
Last Updated: 01 November 2025
We’ve gathered answers to the most common questions about shopping with Tuiso.store.
1. Where do you ship from?
All orders are processed and shipped directly from our UK facility. We currently deliver only within the United Kingdom — international delivery isn’t available at this time.
2. How long will my order take to arrive?
Once processed, your order will typically arrive within 5–10 business days (Monday to Friday).
You’ll receive a tracking link by email once your order has been dispatched.
3. Do you offer free shipping?
Yes. All UK orders include free standard shipping, with no minimum spend required.
4. What time is your order cut-off?
Orders placed before 05:00 PM (GMT) are processed the same business day.
Orders made after that time, or on weekends and public holidays, are handled the next working day.
5. Can I return an item if it doesn’t fit?
Yes. You can return eligible items within 30 days of delivery, as long as they’re unused, unwashed, and in original condition with all tags attached.
To start a return, email hello@tuiso.store with your order number.
6. Do you offer exchanges?
Yes. You can request an exchange for a different size or colour — subject to stock availability.
7. How do I request a refund?
Once your return is received and approved, your refund will be issued to your original payment method within 7 business days.
8. What should I do if I receive a damaged or incorrect item?
Please contact us within 7 days of receiving your order with photos of the issue.
We’ll arrange a replacement or full refund at no additional cost.
9. What payment methods do you accept?
We accept:
- Visa, Mastercard, American Express, Maestro
- PayPal, Apple Pay, and Google Pay
All transactions are processed securely in GBP (£).
10. Can I change my shipping address after placing an order?
If your order hasn’t shipped yet, contact us immediately at hello@tuiso.store.
Once dispatched, we’re unable to modify delivery details.
11. Are your products true to size?
Yes. Our shirts and jackets follow UK standard sizing. We recommend checking our size guide on each product page before ordering.
12. How do I contact customer support?
Our support team is available:
📞 Phone: +44 020 8947 1859
📧 Email: hello@tuiso.store
🏠 Address: 56 Brushfield Street, London E1 6AA, United Kingdom
🕓 Customer Support Hours: Monday – Friday, 09:00 AM – 05:00 PM