FAQ
SHIPPING
Is There A Shipping Cost?
Tuuli offers free standard shipping to NL above €40, below we take a shipping fee of €3,45 in Netherlands and €4,95 to the EU. In the Netherlands most packages are sent as letterbox packages with PostNL.
When Will My Order Be Shipped?
We make sure your order is handled within 24 hours of receiving your order confirmation on business days.
How Is Shipping Affected During Peak Periods?
During holidays, sale, peak seasons and new releases, we roll up our sleeves and make sure everyone gets their goodies fast. Processing your order may take longer than usual, but rest assured we will process as soon as possible.
PAYMENT
What Are The Accepted Payment Methods?
Tuuli accepts payments with iDeal, PayPal, Klarna and most major credit cards.
When Will I Be Charged For My Order?
If you pay by credit card, the total amount will be reserved on your account directly when the order is placed. The money is charged when your order is registered for delivery from our warehouse. You will receive a confirmation containing a receipt of the completed purchase.
Do I Have To Pay International Taxes And Duties?
When ordering within the European Union (EU), all additional charges such as VAT/tax and duties are included in the presented price. When ordering outside the EU, all prices exclude VAT/tax and duties. Price also excludes costs for physical inspection at customs in countries where this is required. Please note that we cannot undervalue orders, or mark them as a gift. Customs policies vary for different countries. We recommend contacting your local customs office for further information. Note that sometimes custom agents may delay delivery of some packages.
ORDERS
When Do I Receive My Order?
Your order will be shipped within 24 hours of receiving your order confirmation on business days. You will receive an email containing your tracking number once your order has been shipped.
Shipping time estimate:
Netherlands: 1-4 working days
European Union: 2-7 working days
Can I Make Any Changes To My Order?
We start taking care of your order immediately. Therefore, the time-frame in which you can amend or cancel it is within a limited time frame. Please contact us as soon as possible and we’ll do our best, hello@tuulistones.com. If your order has already been dispatched from our warehouse before you cancel or change it, return it to us for a refund when you receive it and place a new order.
Can I Change My Address?
If you would like to change your address once you have received your shipping confirmation, please contact DHL/PostNL as soon as possible.
Can I Track My Order?
Yes, you will receive a tracking link from DHL/PostNL on your shipping confirmation email. If you have not received your tracking link, contact us.
My Tracking Link Does Not Work.
It can take a day for the DHL/PostNL link to be activated and updated. Contact us if your link does not work within 24 hours.
I Did Not Receive An Order Confirmation.
Directly when your order is placed, an order confirmation is sent to the email address you entered in the checkout. First, make sure you have provided the correct email address. Second, double check your email spam folder. Still missing? Contact us at hello@tuulistones.com.
RETURNS
How Do I Return An Item?
Our returns guarantee entitles you to return the product for any reason within 14 days of having received it. You have the right to open the package and check the contents but the product must be returned unused. All original packaging, price labels, etc. shall be returned with the product without having been tampered with.
To start a return, click here:
https://tuulistones.myparcel.me/returns/create
Returns are made at customers expense.
When Will I Receive My Refund?
We process returns within 5 working days of receiving them, unless we need more information from you. During holidays, sale and new releases your return may be affected. The second we have handled your return, we will refund you by the same method you used to pay. Your refund will show on your bank account within 5 working days. If you haven’t received your refund within 10 working days, please contact your bank for more information. Please note we do not refund return costs.
My Product Has A Defect.
In the event of a defect, please send an image of the defect to hello@tuulistones.com. We guarantee that the goods you have ordered are free from defects when delivered. Should you receive faulty goods or an incorrect delivery make sure you contact our customer service team as soon as possible and no later than 14 days after delivery.
If the product has been in contact with water, you are not entitled to any form of compensation.
Will You Refund The Taxes And Duties I Was Charged On My Order Upon Delivery?
Unfortunately we can’t refund you these charges. Please contact your local customs office to request for a refund (taxes and duties are only charged for non-EU orders).
The address for returns is:
KN Group
Koningin Wilhelminalaan 3
1191BR Ouderkerk aan de Amstel
Netherlands
