SHIPPING / RETURN INFO
SHIPPING INFORMATION
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 care@tugstore.it 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): FREE - 3 to 5 working days from dispatch
INTERNATIONAL SHIPMENTS:
- Europe Area 1 : €12 - 2 to 7 working days from dispatch
Austria
Belgium
Denmark
Finland
France
Germany
Luxembourg
Netherlands
Poland
Portugal
Slovakia
Slovenia
Spain
Sweden
- Europe Area 2 : €18 - 4 to 8 working days from dispatch
Bulgaria
Croatia
Czechia
Estonia
Greece
Hungary
Ireland
Latvia
Lithuania
Malta
Monaco
Romania
FREE SHIPPING
For any orders to Italy above €150 (or to Europe Areas 1, above €250), 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 POLICY
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.
We include as many details as possible in every garment description.
Each return shipping adds further CO2 emissions. Please read the item description and measurements carefully before proceeding with your order.
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.
As return policy we accept exchanges: once the item is returned to us, we check it is in the same conditions as it was when shipped to you, and we will emit a voucher of the same value of the item, which is valid for 1 year on all our channels.
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 care@tugstore.it inserting the information below:
- Order number
- SKU number
- Reason for return
We will arrange the return shipping for you, by emailing the waybill for you to stick onto the package.
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. We will email you the waybill for you to stick onto the package.
Please note that shipping charges incurred due to exchange are the responsibility of the customer.
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.
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.
Once we receive your items at our warehouse, we will process the return within seven (7) business days.
You will be notified once your return has been received and processed.
Returns that fail to meet the conditions above may be rejected and refunds not granted.