FAQ - Frequently Asked Questions

Shipping destinations:

• We ship both locally and worldwide.

Shipping times:

• Local orders take 3 business days to be delivered to you.
• International orders take 7-10 business days to be delivered and we ship within same 1-3 business days.
• Shipping time might vary depending on location, shipment method and other factors.

Payment

You can select your preferred payment method at checkout.

• We accept secure payments for both local & international customers via Credit Cards, Debit Cards & PayPal.

Note that additional exchange fee may apply if your currency is other than UK GBP.

Returns and Refunds

Your 100% satisfaction is important for us. We offer a 14-days Return & Exchange Policy:

• If a product gets damaged or was faulty upon a delivery - we offer 100% refund.
• Timing: we have a 14-days Return & Exchange Policy, since the day item was received.
• To be eligible for a return, goods must be unopened, unused, undamaged and accompanied by proof of purchase.
• For returns, please email info@tuwon.co.uk with the subject 'Returns' and include your order number, name and the reason for the return.
• We have a whatsapp number you can contact us on +447852792427
• Seller will provide the customer with instructions where to send returned goods. Customers are strongly recommended to get proof of postage when returning goods to avoid "lost packages" situations.
• Please note that customers are responsible for shipping costs of returned items.
• When returned item is received and inspected, customer receives a confirmation email, notifying about the status of the refund.
• If the refund is approved, then it will be processed and a credit will automatically be applied to customer's credit card or original payment method shortly after.

 Orders

Simply add as many items as you wish to your shopping cart while browsing our store. Once you want to proceed with the order - do so by going to the cart and clicking "checkout". Follow the instructions by providing us with delivery information and select payment method the for goods - we will ship your package within 1-3 business days.

Our support team is always happy to guide you at any step!

Where customers can track their orders?

• As soon as we have shipped your order, you will be notified along with tracking number for you to check the progress.

If customer received only part of the whole order, what should be done?

• get in contact via email or WhatsApp showing order number, photo evidence we will resolve the issue

When is the next promotion?

• Keep update by subscribing to our email or following us on Instagram

Can the seller send you product test samples?

• We work with influencers/content creators or special projects with anyone, please get in contact on either email or WhatsApp.

If an order is shipped, separately will there be double shipping charge? 

• most items that are shipped customers won't have to pay for shipping charge. Depending on the item we will highlight to inform if there are charges.

Any other issues that has not been covered then please contact us on WhatsApp for more information