Shipping & Returns
At Tuilus we want you to be 100% happy with your purchase. And if something doesn't fit, we make it easy: you have 15 days to exchange or return it, and we'll help you every step of the way.
At a glance
|
Mainland Spain |
Balearic Islands |
International |
|
|---|---|---|---|
|
Shipping |
Free from €100 · Express €3.50 (€5 on orders under €50) |
€3.50 |
Calculated at checkout |
|
Exchange/return period |
15 calendar days |
15 calendar days |
15 calendar days |
|
Size exchange |
Free over €100 |
Via return + new order |
At the customer's expense |
|
Return |
€3.50 (label) or free if you send it yourself |
€3.50 |
At the customer's expense |
Time limit
You have 15 calendar days from the day you receive your order to request an exchange or a return.
Black Friday: for orders placed from 23 to 30 November, the period is extended until 10 January.
Product condition
To exchange or return an item, it must be:
-
Unworn and in perfect condition.
-
In its original packaging.
After 15 days from delivery, exchanges and returns are no longer accepted.
Exchanges
You can request an exchange using our contact form or at our store in Valencia (Calle Conde de Altea nº 1).
Mainland Spain
✓ Free size exchanges on orders over €100.
✓ We send you the new size and, on delivery, collect the previous item at no extra cost.
For orders under €100, you can choose:
-
Send the item back yourself and, as soon as we receive it, we'll ship your exchange.
-
For €3.50, we send you the new size and collect the previous one in the same delivery.
Balearic Islands
✓ Shipping costs €3.50.
✓ Exchanges are handled by returning the item and placing a new order.
Canary Islands, Ceuta and Melilla
We don't currently ship directly to these areas. You can still receive your order through an external parcel-forwarding service (for example, Banango): you book the forwarding and they deliver it to you.
International
✓ Exchanges are at the customer's expense, including return shipping costs.
Returns
Request your return using our contact form.
Mainland Spain
✓ Returns at our store in Valencia: always free, no minimum order.
✓ Return with our label: €3.50, deducted from your refund.
✓ If you prefer to avoid this cost, you can send the parcel back yourself. In that case we refund the full price of the items, excluding the original shipping costs, if any.
International
✓ Returns are at the customer's expense.
Refunds
✓ Refunds are made to the original payment method.
✓ Within 7 business days at most from when we receive and check the item at our warehouse.
Order cancellation
Orders cannot be cancelled once they are being prepared or have been shipped.
Tuilus reserves the right to cancel orders in the event of IT errors, technical issues or any circumstance affecting price, availability or stock.
Questions?
Email us at hola@tuilus.com or call +34 627 04 59 89, Monday to Friday from 11:00 to 20:00 (CET).