Return and Exchange Policy
We are pleased to offer free returns on exchanges for items purchased within the United States, provided that the return is within 30 days of the original purchase date. Please note that we do not offer free returns for international purchases at this time.
Please use the link HERE to use our return portal. *We will only accept returned item(s) that have been booked using our returns portal.
We want you to be happy with every item you purchase from Tucann.
If for any reason you are not happy with your item(s) or simply need to exchange your item(s) for another size, please start the return / exchange process here: Tucann Exchange & Returns Portal
Styles returned are subject to rejection if they do not satisfy the following requirements:
- Goods must be returned within 30 days of delivery receipt.
- The item is unworn and in original condition with all the tags still attached
- The item has absolutely no marks or stains
- The item has hygiene stickers still in place (Bikini Bottoms)
- The item does not have any odour (including deodorant, perfume, body odour or washing powder)
- A receipt and proof of purchase is available.
FINAL SALE
All items marked as 'FINAL SALE' are non-returnable and cannot be exchanged.
Tucann reserves the right to reject returns beyond the return period limit, or items which are not in the original condition in which they were received. If this is the case, the package will be simply returned back to the customer and any shipping costs involved will not be covered by Tucann.
Goods will ONLY be accepted if original swing tags and labels are attached and in the original zip lock plastic sleeve. Goods will be rejected if the above conditions are not met.
For Australia Returns/Exchanges:
If you have purchased items through our USA site and are located in Australia, please note that your return or exchange items will be sent/received at our Australia warehouse. This will ensure the quickest and most efficient process.
Return Process:
- Return Portal: Please use our return portal HERE to initiate your exchange or return.
- Packaging: Make sure the item is in its original condition, unworn, with all tags attached. Pack it securely to prevent damage during transit.
- Shipping: If returning for a refund, you are responsible for the return shipping costs. We recommend using a trackable shipping service to ensure your return is safely received. Free returns apply only to exchanges.
- Processing Time: Once your return is received at our Australia warehouse, please allow 3-5 business days for us to inspect and process your refund or exchange.
Important Notes:
- Items must be returned within 30 days from the date of purchase.
- Returns without prior authorization through our Return Portal may not be accepted.
- We do not cover the cost of return shipping for items sent to the incorrect return location.
Need Help? If you have any questions or require assistance, please reach out to our customer service team at support@tucann.com. We're always here to help!
Faulty Item Returns:
We work hard to ensure every piece from Tucann arrives to you in perfect condition.
However, in the unlikely case of an item being delivered as faulty, we request that we are notified via lodging a return within 14 days of delivery receipt and we will be happy to provide you with a full refund.
We are able to do this on the proviso that when lodging your return you select 'Arrived defective', a description of the fault, and upload an image.
*Please note: All Tucann trunks are hand stitched. While we maintain a strict quality control process, slight cosmetic differences can occur. Trunks that have minor variances cannot be returned as faulty.
This will then be assessed by our customer service team and a free returns label will be provided.
If the fault is noticed after wearing the item, please include this information when describing the fault in the portal.
*Faulty goods must be returned within a 14 day period of delivery receipt. If you do not return the product within 14 days, you will not be entitled to a refund of the purchase price.
Faulty refunds will be processed within 5 - 7 business days back to the original payment method once the return has been received by our warehouse.
*Please note: If requesting a refund, the cost of return postage and a restocking fee will be at your expense. The goods are your responsibility until they reach our warehouse. Please ensure to use a trackable service