FAQ
Frequently Asked Questions
Orders
How do I know my order went through?
You will receive an order confirmation email within a few minutes of checkout. If it hasn't arrived, check your spam folder and then email us at info@tutucagroup.com with the name and email you used.
Can I change or cancel my order?
Yes, at no cost, any time before it has been prepared for dispatch. Email us immediately with your order number. A change is only confirmed once an agent emails you back — sending the request does not by itself guarantee it. Once an order is packed we cannot modify it.
Can I change my shipping address?
Same as above — contact us straight away. We cannot change an address once the order is packed, so please check it carefully at checkout.
Shipping
Where do you ship?
The United States and the United Kingdom.
How much is shipping and how long does it take?
| Destination | Method | Cost | Estimated delivery |
|---|---|---|---|
| United States | Standard | $6.00 USD (free over $100) | 8–13 business days |
| United Kingdom | Standard | $8.00 USD (free over $100) | 5–8 business days |
| United Kingdom | Fast | $14.00 USD (free over $100) | 3–5 business days |
Delivery estimates include 1–3 business days of processing. The rate shown at checkout is always the rate that applies.
Will I pay customs or import duties?
Orders to the United Kingdom may attract import duties, import VAT and customs handling fees. These are not collected at checkout — the carrier will invoice you directly and they must be paid before delivery. They are set by UK customs, not by us, and we cannot refund them. Orders within the United States are not subject to import duties.
My tracking hasn't updated in days.
That's normal while a parcel moves between facilities or clears customs. If more than 10 business days have passed since dispatch with no movement at all, email us and we will open an investigation with the carrier.
Returns and exchanges
What is your return policy?
30 days from delivery, for any reason including change of mind. Items must be unworn, unwashed and unaltered with all original tags and hygiene liners attached.
What can't be returned?
Pierced jewellery, unsealed underwear, lingerie and swimwear, gift cards, and anything marked "Final Sale". Faulty items are always covered.
Who pays return shipping?
You do for change-of-mind returns. We do if the item is faulty, arrived damaged, or we sent the wrong thing.
How do I start a return?
Email info@tutucagroup.com with "Return Request" and your order number. We reply within 1–2 business days with authorisation and the correct return address. Please don't send anything back before you get that — unauthorised returns may not be traceable to your order.
Can I exchange for another size?
Yes, subject to availability, and we reship the replacement at our cost once per order.
When will I get my refund?
Within 3–5 business days of us receiving and inspecting the item, back to your original payment method. Your bank may take a further 5–10 business days to show it.
Sizing
How do I find my size?
Every product page shows the sizes available for that style. See our Size Guide for US, UK and EU conversions. Fit varies between styles, so check the guide before ordering — and remember you have 30 days to return if it isn't right.
How should I care for my garment?
Follow the care label on the item. Damage caused by washing contrary to the label isn't covered by our return policy.
Payment and security
What payment methods do you accept?
All methods shown at checkout, processed by Shopify Payments and our other listed providers.
Is my card safe?
Yes. The site runs over encrypted HTTPS and payments are handled by our payment providers. We never see or store your full card details.
What currency are prices in?
Prices are shown in the currency selected at checkout. The amount displayed at checkout is what you will be charged.
Contact
Email info@tutucagroup.com · Phone +1 (573) 260-2777
Monday to Friday, 9:00–18:00 EST. We reply within 1–2 business days.
TOTHEMOON LLC (d/b/a POPULARS CLOTHES) · 5118 N 56th Street, Ste 200, Tampa, FL 33610, United States