FAQ's

WHAT IF THERE IS A PROBLEM WITH MY SHOES?

If there is a mistake with your order, or if your shoes arrive damaged, please do NOT mail the shoes back to us until we can chat and we can determine the best way to resolve the specific problem as efficiently as possible. No stress, we will DEFINITELY look after you, just need to know the story ok.

You can contact us by email at info@tukshoes.com.au 

HOW DO I RETURN AN ORDER FOR AN EXCHANGE?

Not exactly what you wanted? Doesn't quite fit? Hey it happens. Just click on the Returns link at the bottom left of our website under the socials icons.

DO I NEED TO SET UP AN ACCOUNT TO PLACE AN ORDER?

Nope, we hate that, you can checkout as a guest and stay anonymous no worries. However as a registered user you will have the advantage of being able to easily see all of your previous orders, and see any current order information quickly online. And if you join our mailing list, you will also get updates on specials and events. Don't worry, we wont be bombarding you with e mails, (we hate that too). Registration is simple and free.

IS MY PERSONAL INFORMATION KEPT PRIVATE?

Rock solid. Your personal information is kept private and confidential and at no point will we share it with a third party. EVER. For more information please read our Privacy Policy in full.

DOH! I’VE FORGOTTEN MY PASSWORD- WHAT SHOULD I DO?

To re-set your password, follow the "Doh! Forgot my Password" instructions on the SIGN IN page.

WHAT FORMS OF PAYMENT DO YOU ACCEPT?

T.U.K. Currently accepts Visa, Mastercard, American Express, AfterPay and Paypal. All currencies are in AUD Dollars. International Credit Cards may incur international processing fees by your banking institution.

COME ON GUYS WHEN WILL MY ORDER SHIP?

Orders are currently processed Monday – Friday 8:00am – 4:30pm (EST). Orders are processed the same, or next business day. Please keep in mind if you place your order after 11:59am (EST) on a Friday, that's almost beer o'clock and it will not be processed until Monday morning. The first update you will receive will be your tracking number via email, tracking numbers should be emailed within 2 business days after you place your order which is normally after your shoes have shipped. For Australia, to most metro areas in Sydney, Brisbane and Melbourne, you should get your shoes within 3 business days. For Adelaide it may be 4 to 5 days and Perth, over there on the beautiful west coast, it can take a week which is a bit of a bummer. For those of us lucky enough to live in the "country" areas of Australia, shipping times vary and can be over a week in some places. We know you guys are used to this though.

T.U.K. Shoes recognizes all of our national holidays. These holidays are NOT considered business days as Aust Post does not deliver on these days; 

T.U.K. Australia will be closed on the following holidays; Christmas Day, New Year's Day, Australia Day, Anzac Day, Good Friday and Easter Monday as well as the Queens Birthday Monday (NSW).


WILL A SIGNATURE BE REQUIRED WHEN MY PACKAGE IS DELIVERED?

All our orders are shipped with Australia Post e parcel with a tracking number and signature requested. We can say on the package "Authority to Leave" and the delivery driver MIGHT leave the package at your front door or in a safe place out of the weather. This saves you the hassle of having to go to the post office and collect your shoes, BUT it negates any claim you may have if someone nics your shoes while your not there. Otherwise the driver will leave a card and you will have to go to the PO with ID and collect your parcel.


HOW WILL MY T.U.K. E-GIFT CERTIFICATE BE RECEIVED BY MY RECIPIENT?

The lucky receiver of an E-Gift Certificate will receive an email (to the e mail address you gave us). Be very careful when entering the receiver’s email address as soon as you finish your E-Gift Certificate purchase that email is sent to the receiver. The email will provide the receiver with a unique Gift Certificate code they will enter in their shopping cart. 

Please contact us if there is a problem with your E-Gift Certificate purchase by e mail to sales@tukshoes.com. If for some strange reason you need to request a return for an E-Gift Certificate purchase you will not be able to do so via our normal Return Request process on our site, you will need to contact us to discuss. 


CAN I APPLY MORE THAN ONE E-GIFT CERTIFICATE OR COUPON CODE FOR MY ORDER?

You can use multiple E-Gift Certificates for an order, but you can use only one Coupon Code. However, you can apply both E-Gift Certificates code AND a Coupon Code to the same order.


DO WE HAVE SPECIAL SALES?

Sure do! TUK Australia have regular sales and promotions for our registered customers, which is a good reason to sign up for our mailing list. As well, twice a year we have proper sales with mega specials and some amazing bargains, again our mail list  customers will be notified of these about 3 or 4 days in advance.