What forms of payment do you accept?
We accept Visa and MasterCard credit card payments and we are now able to accept international credit cards. We also accept payment via a PayPal account with a confirmed address. Cashiers Check or money orders for payment are also accepted, however longer processing time is a result of this payment method. All payments are required to be in US$. We do not accept business checks or personal checks as payment.
How will my order ship and how much will shipping cost?
You have 3 shipping options offered in your shopping cart- UPS, Fed Ex and USPS (Priority). There is a shipping estimate calculator in your shopping cart. Your shipping costs depend on the size/weight of your shipment and what shipping method you choose, your shipping cost will be included in your final charge once you make your shipping choice during check out.
When will my order ship?
We are open Monday – Friday 8am – 4:30pm (PST). Orders are processed within 48 hours of our receiving; please keep in mind if you placed your order after 12:00pm (PST) on a Friday your order will not be processed until Monday as we are not open on the weekend. Orders ship from Poway, CA. Shipping time depends on method paid for. Domestic ground shipping usually takes 3-5 business days. See below regarding orders shipping outside of the U.S.
Will a signature be required when my package is delivered?
All tukshoes.com orders are set up as NO signature required. If you do want a signature to be required upon delivery please make a note telling us this in the ‘order notes’ box during check out. This box is located below the shipping method box. Tukshoes.com will not be responsible for packages delivered without signature required and then lost or stolen from delivery location.
Do you accept orders from outside the U.S.?
Yes! We have a 3 pair maximum per order for international orders. We now accept credit card payment for international orders (Visa and MasterCard). You can also pay via PayPal with a confirmed address. Cashiers Check or money orders for payment are also accepted, however longer processing time is a result of this payment method. All payments are required in US$.
Please be aware delays in Customs are becoming very common. We cannot be responsible for Customs delays. Also, you may be responsible for import taxes or other Customs fees for your package. We do our best to minimize the cost of importing for our customers; however we cannot provide inaccurate information to Customs Officials.
Shipments to Russia and Lithuania using USPS Priority shipping will not receive a shipment tracking number as USPS does not provide one to us. This may be the case for some other countries as well and we will advise as we learn of more.
Please be aware all of our shoes are listed in U.S. sizes. If you are unsure of your U.S. size please refer to our size chart for conversions. We cannot be responsible to know your shoe size, but we are happy to help you with any questions about sizing. If you need help, just contact us! Online_sales@tukshoes.com or 1 866 885 7463 ext. 216
If you would like to find a shop near you who carry T.U.K. shoes check out our store locator section (STORE LOCATOR PAGE). If you would like to contact the T.U.K. distributor for your country with inquiries check out our International Contacts page (CONTACT US PAGE). If you live in the UK visit www.tukshoes.co.uk, if you live in Japan visit www.tukshoes.jp, if you live in Russia visit www.tukshop.ru; these sites offer online T.U.K. shopping for your respective and neighboring countries without high shipping or Customs costs or issues like shopping on our U.S. site can bring about.
What do I do if I need to make an exchange or return?
tukshoes.com accepts returns and exchanges for products purchased on the tukshoes.com website only. If you purchased T.U.K. shoes at a retail shop or from a different website we cannot arrange an exchange or return for you, you need to work with the shop or site you made your original purchase with and adhere to their policies. If you purchased products on the tukshoes.com website your exchange or return can only be arranged through tukshoes.com, do not try to return or exchange at a retail shop or via another website.
We are not responsible for knowing what size shoe you need. We are always happy to discuss our sizing with you and will do our best to put you in the right pair of shoes.
Any returns made within 30 days of receiving your order will be given an exchange, Rewards Points credit or full refund, minus any original shipping and handling charges you originally paid. Refunds will be made in the original form of payment only. No returns for non-defective goods after 30 days.
All shoes being returned or exchanged must be in new, unworn condition.
To initiate a return or exchange follow these steps:
- Log into your account on tukshoes.com/store and locate the order with the shoes you wish to return or exchange in your Customer Orders section.
- Click the ‘Return Item(s)’ box within the particular order you wish to make the return/exchange request.
- Please note, please submit Return Requests individually per item if you have more than one Return Request per order. Choose quantity per item you wish to return, choose return reason, choose return action you wish to have happen and enter any details regarding the particular return/exchange you want us to know. If you want to exchange for a different size or style from original order please tell us what new size/style you wish to receive in the comment box. Click ‘Submit Return Request’ button and you will then see a message that says your Return Request was successful.
- Your account now has a ‘Return Requests’ section where your return requests are listed with a Return # per style requested for return. This Return # is your RA# (Return Authorization #).
- Repack the item(s) in the exact product packaging that you received it in (i.e. the shoe box with tissue). Pack the return item(s) into a shipping carton, do not use the shoe box as a shipping carton (if you are returning all your shoes ordered best to reuse the shipping carton you received your order in, save a tree).
- Write your RA# clearly, in black marker on the outside of the shipping carton. If you have more than one RA# please write each RA# on the outside of the box for the shoes being returned (i.e. RA# 2, RA#3)
- Ship your return back to us- T.U.K. 12300 Crosthwaite Circle, Poway, CA 92064. We recommend shipping using a carrier that provides tracking information or delivery confirmation and insurance as tukshoes.com will not be responsible for packages lost or damaged in transit. Return shipping is at your own expense. All return shipping charges must be prepaid.
- If you are returning your shoes to exchange for a new pair, tukshoes.com will pay for the shipping costs to send you your new pair for the first exchange only if shipped within the 48 contiguous United States.
- If a mis-ship/mistake by tukshoes.com was made resulting in your need to return/exchange your shoes received please wait to ship your return until you hear from a tukshoes.com customer service representative as there maybe various return shipping options offered by tukshoes.com.
Packages returned without a clear RA# on the shipping carton can be refused or are subject to a 25% restocking fee. Shoes returned with postage stickers on the original shoe box will be considered worn and will not be refunded. Please make sure to place your shoes in their original box inside a bigger box before shipping back to us.
If you made your purchase using our old tukshoes.com website you will not be able to initiate your return or exchange on the new website, please contact our website customer service representative at 1-866-885-7463 ext. 216 to initiate your return and receive an RA#, then start at step 5 above.
Please allow at least 2 weeks from the time you ship us your return for us to receive and process your return or exchange. All returns are processed on Fridays regardless of what day the package is received at tukshoes.com. Please check your ‘Return Requests’ section in your account on tukshoes.com/store for status changes, you will receive an email advising you if your Return Request status changes as well. If you had to phone in your Return Request you will be contacted directly by our customer service representative by phone or email.
How will my tukshoes.com E-Gift Certificate be received by my recipient?
The lucky receiver of a tukshoes.com E-Gift Certificate will receive an email to the email address you provide when purchasing the E-Gift Certificate telling them you bought them an E-Gift Certificate. Be very careful when entering the receiver’s email address as soon as you finish your E-Gift Certificate purchase that email is sent to the receiver. The email will provide the receiver with a unique Gift Certificate code they will enter in their shopping cart.
Please contact us if there is a problem with your E-Gift Certificate purchase: online_sales@tukshoes.com or 1 866 885 7463 ext. 216. If for some strange reason you need to request a return for an E-Gift Certificate purchase you will not be able to do so via our normal Return Request process on our site, you will need to contact us to discuss.
If you have a Gift Certificate from our old tukshoes.com website please contact us and we will walk you through how to use your Gift Certificate on our new tukshoes.com website.
Returns on items purchased with an E-Gift Certificate will be issued a Reward Points credit.
Can I apply more than one E-Gift Certificate or Coupon Code for my order?
You can use multiple E-Gift Certificates for an order, but you can use only one Coupon Code. However, you can apply both E-Gift Certificates code AND a Coupon Code to the same order.