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Shipping & Returns

Shipping Service

All TUGACLOUDS merchandising products are shipped from Germany via the Deutsche Post DHL Group. To learn more about the delivery time please consult the DHL website.

Your Order

Order cut-off for delivery services is Monday to Friday until 1:30PM (CET). Orders will still be processed after this time but will not be sent until the following working day. If the product is not in stock it may take up to 10 days to ship.

Faulty Products and Exchanges

Any faulty products received please send an email to store@tugaclouds.com with the order number and the defective product still intact with photographic proof. We may ask you to send the product back to us to investigate the faults to that product to understand what went wrong. NOTE: The costs of this reshipment will be your responsibility.

Returns and Customs

Make sure the size and color of the product you want because we do not accept returns. We do not take any responsibility for any duties, taxes and customs charges or any parcels that have been seized, stopped or destroyed at customs, no refunds or exchanges will be made if this happens as it is your responsibility to resolve this issue. If an product is returned to us by your local customs office a refund minus the shipping & return costs will be issued.

Receiving Parcel

Please check the parcel upon receiving from courier. If there is an error in what you receive then return it to the courier and contact us immediately. Once the parcel has been signed for, it is then the responsibilty of the receiver to have made sure everything is correct before accepting the parcel.

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