After you’ve placed an order you’ll be able to check its status at any time, to see whether it’s being prepared, if or when it was sent, etc. Simply log in to My Account, then click the order that you wish to check.
Most of our delivery services (Standard UK, Express UK, Standard Airmail) don’t come with postal tracking. However if you selected Premium Airmail, or if your package is worth over £50 there may be tracking available. Please note: In some cases we may split the delivery into multiple packages instead, due to the size.
The tracking number will be sent by email when your order is dispatched, or you can log in to My Account to see it. Royal Mail tracking is here (for Premium Airmail, you can use your local postal service’s website to track it once it arrives in your country), and if it was sent by courier we’ll let you know where to track it.
My order hasn’t arrived yet!
If your order hasn’t arrived in the expected time, please wait a couple of days to account for delays, then contact us for details on what to do next. In the majority of cases when an order is delayed it can usually be located at the local sorting office. If a redelivery request does not result in the order arriving and to determine that a parcel is definitely lost, we usually ask that customers allow 10 days (after dispatch) for orders sent via Standard UK delivery, and 4 weeks for Airmail, before we are able to take the next level of action.
Returns and exchanges
We’re confident you’ll be delighted with every purchase from Tofu Cute, however we’ll understand if you change your mind and would like a refund or exchange. Please contact us within 10 days of receiving your order. We’ll then advise you how to go about returning the item(s) to us, as long as they are still in their original and unused condition, with all packaging and tags. Please include a note of your order number.
It is the responsibility of the customer to ensure that items are returned safely, so please use a registered service and/or keep all posting receipts to allow you to make a postal claim for damage/loss if necessary.
Once we’ve received the item(s) back in their original condition, we’ll send out your replacement(s) ASAP, or initiate your refund within 48 hours, via the method you used to pay. Delivery and any gift wrap costs are non-refundable (except in the rare case of incorrect, faulty or damaged items being received). If you return an entire order which used free delivery, we’ll deduct our exact delivery cost from the refund amount.
If you requested an exchange and the cost of your new item(s) is different from the cost of your original item(s), we’ll refund or charge you the difference appropriately.
My order arrived broken or damaged
On very rare occasions, delivery services can be a little rough which may result in damage to your order ><
If any of your items arrive with damage or are broken, please email us photos of the item and the outer box to email@example.com and we we will do our best to resolve the issue.
Please note we cannot take any responsibility without photographic evidence.
Feedback and customer pics
We really value any feedback you may have, and we love hearing from our customers. If you have anything to say about the items you received or service you experienced here, please contact us. We’d also really appreciate you leaving us a review on Facebook, Google or Trustpilot. We take a lot of pride in our positive reviews, it means a lot to us! If for any reason you weren’t 100% happy with your experience, please get in touch with us before leaving a review, as we’re confident we can make it right with you *_*
The only thing we love more than customer feedback is kawaii photos! Please use our hashtags #tofucute, #tofucuteamuse or #tofucuteluckybag on social media, or email your fun snaps of your Tofu Cute goodies to firstname.lastname@example.org.