Frequently Asked Questions
As soon as you order something from us, an order confirmation will
automatically be sent to the e-mail address you provided. Please also check your spam folder, as automated e-mails are sometimes mistakenly marked as spam. If there is nothing in your spam folder either, please contact us via the contact form.
As soon as we have transferred your parcel to our logistics partner, we will e-mail you confirmation of shipping with a tracking number and tracking link. Please also check your spam folder. If you have not received confirmation of shipping, you can contact us via the contact form and we will resend it. Important information: Please note that, due to the current situation, it may take 3-14 working days to deliver your parcel.
To ensure the fastest possible shipment, your order will be sent to our dispatch center and processed as soon as it is completed. A subsequent change or cancellation of the order is therefore no longer possible. Please simply send your order back to us as a return after receipt.
Unfortunately, we do not offer the option of ordering by phone. However, you can place your order with our online shop at any time.
Unfortunately, not. All orders placed through our online store are sent directly to the delivery address you provide.
PayPal is an online payment service that allows you to pay online quickly, simply, and securely. How it works: You save your data to a PayPal account. Once you have submitted your order to Tuuli, you will automatically be redirected to PayPal. You then enter your e-mail address and password and confirm the payment.
Credit card (MasterCard, VISA, American Express)
You can pay simply and securely with your credit card (3D Secure Code required). We use secure and encrypted transfer to send credit card information to our credit card provider Adyen, which meets all applicable security requirements with PCI DSS Level 1 certification.
Apple Pay operates simply and easily with the Apple devices you use every day. You can use Apple Pay to shop and pay securely at Tuuli and you can save your various cards in the Apple wallet, too. Transaction data is not transferred or stored and remains confidential and secure. Apple Pay is only available in Safari.
Google Pay is a simple and rapid payment method for Tuuli. Google Pay protects your payment details with multiple layers of security: your account is always secure.
Amazon Pay is an online payment service that makes checkout on your site fast and secure for hundreds of millions of Amazon customers around the world. Amazon Pay simply uses the information and payment methods stored in your Amazon account.
An automatic payment reminder is sent if no payment has been received in our system after 2 days. Sometimes, payment is received or cleared after the reminder is sent out. If you have already paid, please simply ignore this e-mail.
Do you have a voucher code for the Tuuli Shop? Lucky you! Simply select “Enter a discount code” at the checkout, and a field will appear in which you can enter the code. The discount will automatically be deducted from your order total. Discount codes generally cannot be combined, and exclusions may apply. If the order is canceled for any reason, we will refund the full amount you actually paid. If part of the order is canceled, we will refund the discounted price for the canceled items. As discount codes can only be used once, you will not be able to use the same code again.
The security of your data is our top priority. Data are SSL-encrypted for transfer. If you pay with your Visa or Mastercard, only transactions that are connected to the secure e-commerce system will be accepted. After verification that the card is connected to the secure e-commerce system, the system contacts the bank that issued the card and the buyer must then approve the purchase. The card is charged if authentication by the bank is successful. Otherwise, the order is deleted.
Shipping & Delivery
Please bear with us if we need to spend extra time checking/perfecting your items, especially during the peak season near the end of the year. Weekends and holidays are not included.
We will dispatch your order within 3 business days.
Delivery times with regular post:
Europe: 3-10 daysUSA and Canada: 7-14 daysRest of the world: 10-20 days
Delivery times with DHL Express:
Europe: 1-2 daysUSA and Canada: 2-3 daysRest of the world: 3-6 days
Delivery times are informative and non-binding.
The transfer deadline does not include:
- Delivery days, Saturdays, Sundays, and holidays
- The time when the shipment is in the customs procedure
Customs and import taxes:
Buyers are responsible for any customs and import taxes that may apply. We are not responsible for any delays caused by customs procedures.
Thank you for your patience.
Enjoy Free Shipping on all orders - Worldwide.
As soon as we have transferred your parcel to our logistics partner, we will e-mail your confirmation of shipping with your tracking number and tracking link. If you do not receive an e-mail, please check your spam folder, as automated e-mails are sometimes mistakenly marked as spam.
Don't panic if your parcel has not yet been delivered. Increased order volumes globally may result in delays at the carrier, leading to a backlog of parcels at the relevant centers and therefore a few days’ delay in delivery. If your parcel has not moved for several days, you can contact our support via contact form. Please note, however, that we can only start investigating if your parcel status has remained unchanged for approximately 10 working days.
Sometimes, a parcel unfortunately cannot be delivered, and there are various possible reasons for this. In such cases, the parcel is returned to us. Your order will be treated as a return and we will refund your payment using the payment method you used.
Returns / Exchange / Complaints
We are sorry that you are not satisfied with the product you purchased from us. You have of course the right to return it. Please send returns to the following address:
Am Bubenberg 21/4
8472 Spielfeld Straß in Steiermark, Austria
The costs of returns are to be covered by the buyer. Please note that we can only take back goods that are in their unworn, original condition. We will check the return as soon as we receive it and if applicable initiate the refund. We make every effort to process all returns as quickly as possible. Please allow up to 5 working days (from our receipt of the goods) for processing.
You will be notified by e-mail and if applicable your refund will be initiated as soon as we have checked your return. Refunds can take a further 3-7 working days depending on the payment method. We will contact you if we have any questions about your return.
Refunds are usually made within approximately 3-7 working days after the return is processed. For some payment methods and banks, it may take a little longer. Refunds are made using the same payment method that you used when you placed the order.
Unfortunately, the item does not seem to have been returned to us in its original condition. Our returns department thoroughly inspects the condition of all returns and checks for defects and odors. We are unfortunately unable to accept returns with defects as we would be unable to resell the items in question. If you are unhappy with our decision, you can respond to the returns rejection e-mail to provide an explanation.
We are sorry to hear that you have received a damaged item. This delivery does not reflect Tuuli standards. Please e-mail our service team. We will also need pictures of the damaged item, including the outer packaging. Once we have received your e-mail, we will discuss the matter with our complaints department and get back to you as soon as possible. Please also retain the outer packaging until you receive our response, as the damage may have been caused by the carrier and we need the outer packaging for our damage report.
Investigation / Notification of Damage
If after 14 working days your parcel has still not been delivered or there has been no change in its tracking status, please e-mail support at firstname.lastname@example.org so that we can submit an inquiry to the carrier. Ideally, the parcel’s status will progress and the parcel will be delivered to the specified delivery address within a few days.
Unfortunately, it can take up to 30 days for us to receive a response from the carrier on what has happened to your parcel. We would ask for your patience as we cannot send you another replacement item or refund money during this period. We are only able to take the appropriate action once we receive a definitive response from the carrier.
If your parcel is shown as delivered but you have not received it, it may have been delivered to someone else. Please click on the carrier’s tracking link to see who the parcel was delivered to. If you are shown as the recipient of the delivery but the parcel has not yet arrived, please contact our support team via the contact form.
Our support team will then contact the carrier to establish what has happened. We would ask for your patience, as this may take some time. We will contact you as soon as we receive a response.