Q. Have your opening hours changed?

A. We are open from 9am to 5.30pm Monday to Friday, 9am to 5pm on Sundays.

Q. Will you be getting new stock in?

A. Yes. Our buyers are working hard with suppliers to fulfil orders with new pieces arriving weekly, like usual. For example, this week, we have select pieces from the new Helmut Lang collection in store.

Q. Will you be honouring vouchers?

A. Yes.  We will be honouring our vouchers and store credit but like a lot of local businesses that are trying to keep their doors open, we ask that our customers consider paying with cash or credit for the next 3mths.  We will have new stock coming into store and online over the coming weeks.  We are sorry for any inconveniences caused during this difficult time as we get back to our usual rhythm. Thank you for your understanding, patience and support. 

Q. Will you be taking returns?

A. Customer satisfaction is really important to us.  We want to make sure you’re happy with your purchase so if you’re unhappy for whatever reason, for any sales made as of 27 June 2020, we will provide a credit note or refund of the item with proof of purchase if it hasn’t been worn and is in it’s original, saleable condition.  Sale or promotional items cannot be exchanged or refunded unless goods are faulty.

Read our refund terms & conditions here.

If you have any questions or require further assistance relating to an online purchase, please contact us on either one of the below:

Email: customerservice@tuchuzy.com

Phone: 1300 043 105, extension 2.

Our online customer support team is available 9am to 5pm AST Monday to Friday. Our office is closed on weekends and public holidays. Please note during public holidays your request will be responded to on the next business day.

Click on the ‘Size Guide, Fit & Measurements’ link on the product page for international size conversions and any specific notes. Please note that the sizing guide is a general conversion and changes may apply depending on brands. Please check the care instructions tab on the product page and follow the designers’ instructions on the garment label. 

Gift vouchers are valid for 12 months from the issue date. Credit notes are valid up to 6 months from the issue date. Online credit notes and gift vouchers can be used both online and instore. Please note that gift vouchers and credit notes are non-refundable and are not redeemable for cash. Any items purchased using a gift voucher will be refunded as a voucher.

From time to time, Tuchuzy offers Promotional Codes which can be applied at checkout. A promotional codes might not be redeemable on all items, conditions may apply. If you try and enter two coupon codes and it doesn’t work, that offer doesn’t accept any other offers in conjunction with it. In some cases we do not accept any returns on items purchased with a promotional code. If an exception has been made, the code cannot be applied to a new order. Codes and Gift Vouchers are case-sensitive. So, if we’ve promoted the code in capital letters, you’ll need to enter it in capital letters. Don’t add spaces to the code. Codes are often time sensitive – so if the offer is for 24 hours, we’ll include a time when it will deactivate. If you’re in a different time zone than AEST, this will affect the validity. Codes may not be able to be used more than once per customer. You may only be able to use one code at a time with that particular offer.  If you still have problems, please contact us.

From time to time, Tuchuzy will offer customers a Discount Code which can be applied at checkout.

Discount Codes will only be valid for 12 months once issued. If a customer enters the discount code after the 12 month period it will be invalid.

Visa, Mastercard, American Express, PayPal and Afterpay. We do our utmost to ensure that every credit card transaction is secure. We use Shopify payments for our gateway, which has extended validation SSL and level 1 PCI Compliance. This is a high-grade Encryption key that ensures your payment and person info remains secure during your payment. Your credit card info cannot be accessed by any third parties. All items are in AUD$. All successful order transactions will receive an order confirmation email within 30 minutes. If you have not received your order confirmation email, check your junk or spam folder. Alternatively, log in to your account to check your order summary. 

Generally we can, however there are a few conditions that we have to consider first (i.e. if it’s an international stockist and their currency is different). Just contact us and we can help you out.

Sometimes we have the ability to re-order hot sellers. Just contact us to find out, alternatively subscribe to the out of stock notification. If we receive the item back, you will be emailed once its available to purchase online.

If you are having issues login into your account, please reset your password or you can call us during business hours to confirm which email address you have registered with us. You can edit all your details in the My Account section.

If you would like to unsubscribe, you can do so from the bottom of any newsletter you have received from us.

Orders over $500 or large items will be placed in one of our signature boxes. Orders under $500 or small items will be nicely wrapped in tissue paper and shipped securely in a bubblewrap packaging.

If your payment is not accepted, please check that:

- Your billing address is the same address associated with your credit card

- Your name appears exactly the same as on the card

- There are no spaces in your credit card number

If you are still experiencing difficulties, please check with your bank or financial institution. If you have any issues with placing an order, please call or email us and we will be happy to help get to the bottom of any issues for you. Any screenshots you can take of error messages help us a great deal!

For the best shopping experience, we recommend using Google Chrome, Apple Safari or Mozilla Firefox. Many websites are no longer designed to cater to browsers such as Internet Explorer.

Your order can be fulfilled from multiple locations. All orders are subject to availability, and items in your cart are not reserved and may be purchased by other customers. During sale periods we may have some technical errors in our system causing stock discrepancies – if we are unable to fulfil your order we will process a refund for you.

Q. How do I know which products/brands are sustainable?

A. While we are just getting started on our own sustainability journey and recognise that we have a long way to go, we have made a conscious effort to house already established and new partners that strive for a more sustainable future by promoting environmentally-friendly practices and drive sustainable innovation.

Our sustainable and ethical brands are as follows:

Agolde
Bassike
Baum Und Pferdgarten
Miaou  
House of Sunny 
Leif
Nagnata 
Samsoe Samsoe
Veja

You can view all the brands/products that are ethical and sustainable from our sustainable edit here.

Q. What is Tuchuzy doing to become more sustainable?

A. Whilst we know that meaningful change does not happen overnight, we are making a conscious decision to look at our sustainability initiatives. Our own-label Chosen by Tuchuzy is undergoing production development to debut a number of organic cottons and more sustainable yarns. While made in China, the Australian team works closely with the offshore factory, refining the garments against new standards.