Orders + Shipping + Care

 

QUALITY AND CARE:

  • All TUYO items are handmade and retain the artisans' individual touch. We celebrate subtle variations in texture, sizes, and finish. Every piece is carefully inspected to make sure it is unique but not flawed and has superior durability.
  • We recommend all our porcelain products to be hand washed.

 

ORDERS:

  • TUYO is working hard to offer beautifully handcrafted products. We aim to keep retail costs as low as possible. We can achieve this by selling directly to our customers. As such, TUYO products never go “on sale”. Discounts are offered occasionally in conjunction with selected limited promotions, collaborations with retailers and other brands, and limited pre-orders.
  • Pre-Orders are limited and offered on a first-come-first-served basis.
  • We make every effort to supply as much product as we can. Generally, items marked as out of stock are products that will be made to the same specifications and can be restocked. This can take a few weeks or several months depending on the item. Please reach out to us if there is an item you are interested in that is currently unavailable.

 

PAYMENTS:

  • TUYO accepts Visa, Mastercard, American Express, Discover (US only) and Paypal as forms of payment.

 

SHIPPING :

  • Free domestic shipping on orders over $120. We ship USPS Priority. Orders should arrive within 3-5 business days.
  • It typically takes us 1-2 business days to prepare orders for shipping. As soon as your order is shipped, you will receive a confirmation email with tracking. We ship USPS First Class. If you need expedited shipping please contact us so we can make it happen. Expedited shipping IS NOT included in the free shipping promo.
  • Collections that are made-to-order need to be fabricated especially for you. Once your order is placed we will send an email with estimated ship date, which will include production time.
  • We are not responsible for packages lost or damaged in transit. Please make sure to confirm your billing address before placing your order as we are unable to reroute packages. Standard shipping does not include insurance, if you need it please let us know.

 

RETURNS:

  • If you need to change your order after it has been submitted please contact us so we can help resolve the problem. Note: changing an order after it has been submitted or processed may result in surcharges.
  • If you are unhappy with your purchase you may request a return within 14 days from the purchase date. Once the return authorization is complete we will email a prepaid return label to you. All items must be returned in their original condition, unused and in their original packaging. When we have received the returned item you will be refunded for the cost of goods, in your original form of payment. We do not offer refunds on shipping charges. Note: Discounted items are non-returnable.
  • We understand that sometimes an item is damaged in the shipping process.(Such a bummer!) It is the customer’s responsibility to inspect all packages before accepting and opening them. If there is damage to the outside packaging we ask that the customer take photos of the damaged box UNOPENED then proceed to inspect the inside contents. If there is damage to the items themselves please take pictures of the damaged item/s and contact us so we can replace or refund your order.

 

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