We deliver to most European countries and offer different shipping options depending on where you are located (please scroll down to check the fees that apply to your country. If your country is not on the list below, please contact us at email@example.com and we’ll work out together the best solution for your needs).
During sales periods and national holidays, deliveries may take 2 to 3 days longer than expected. We’ll do our best to reduce these delays to the minimum.
SHIPPING METHODS AND COSTS
Shipping rates vary based on shipment type, destination (please see table below) and your rate will be automatically calculated at checkout.
We aim to dispatch all orders within the next working day. Estimated delivery times are to be used only as a reference, will commence from the date of dispatch and we are not responsible for any delays caused by destination customs clearance processes.
NATIONAL SHIPMENTS (Italy, San Marino, Vatican City): €8 - 2 to 3 working days from dispatch
Europe (Area 1)
€12 - 2 to 7 working days from dispatch
Europe (Area 2)
€18 - 4 to 8 working days from dispatch
For any orders above €150, you won’t have to worry about delivery charges: they are on us.
IMPORTANT DELIVERY INFORMATION
We recommend that you consider the following information:
- We are unable to redirect orders once items have been dispatched, so please ensure there is someone who can collect and sign for your order at the specified shipping address,
- If the courier does not find anyone at the indicated address, it will try again to deliver the package, leaving a card with instructions
- Our couriers deliver Monday to Friday, not on festive or pre-festive days.
TRACKING YOUR ORDER
On our dispatch confirmation email, we will state which courier we are using and your tracking number. Please access the online tracking service of the relevant courier and use the tracking number we provided to check your shipment.
RETURN TIME FRAME: 14 days
Please consider that every vintage piece is quality checked before it’s dispatched to customers. The beauty of vintage is sometimes in its flaws.
To return a purchase, your items must meet the following conditions:
- Be in their original, unused, unaltered and unwashed condition
- Be returned with all original tags still attached and intact
- Be returned with their original packaging in an undamaged TUG box
- Be returned from the same country where the order was delivered
Please note that swimwear items and lingerie are final sale and are not eligible for return.
HOW TO PROCESS A RETURN
In accordance with consumer protection legislation, you may exercise your right to return purchased products without incurring any penalty and without the need to provide any reason, by informing TUG within fourteen (14) days from the date on which you received them from TUGstore.it.
If for whatever reason you are unsatisfied with your purchase, make sure you request your return within 14 days of receiving your order. You can process this request by contacting us at firstname.lastname@example.org inserting the information below:
- Order number
- SKU number
- Reason for return
Our customer care team will come back to you with the return confirmation. From that moment we will book a courier to pick up the goods from your original delivery address (unless stated differently) within 3 working days from your request date.
Items must be returned from the same country to which the order was delivered and must be in their original condition with the original TUG packaging, as outlined above.
Return shipping is free for orders placed within the EU.
Please note, if you choose to use a different courier or postage method for your return, you will have to pay for the return shipping cost up front and at your own expense.
Once we receive your items at our warehouse, we will process the return within seven (7) business days. You will be notified by email once your return has been received and processed.
Returns that fail to meet the conditions above may be rejected and returned to the shipper.
3. RECEIVING A REFUND
Once your return has been accepted, your refund will be credited to the original payment method used for the purchase.
Shipping costs will not be refunded for items returned.
Without prejudice to the above, the time period for refunding the amount you paid for purchasing the returned products depends on the form of payment used:
- payments by credit/debit card: Please note credit card refunds may take up to ten (10) business days for your bank to complete, depending on their processing time. This can vary greatly between card issuers, and unfortunately, we are unable to control this.
- payments via PayPal: Refunds will be credited to your PayPal account. The actual reimbursement to the credit card associated with your PayPal account depends on the company that issued the card.
We are currently unable to support exchanges through TUGstore.it. You can return your original order for a refund and place a new order. Your original order will be refunded once received and you may place your reorder at any time.