What is your online returns policy?
If you are not completely happy with the goods that you have received, you can return them to us within 14 days of receipt, providing they are in original resalable condition.
If you wish to return the ordered goods we kindly ask you to follow these steps:
- Access the "Orders History" section of your account.
- Select the order from which you want to return an item.
- Select the product(s) that you wish to return by checking the box next to its name(s).
- Add an explanation, in order for the shop team to better understand why you want to return this product.
Once the form is complete, click on "Make an RMA ( Return Merchandise Authorization) slip"
After you have completed the RWA process, pack all items in a bag/box and enclose the original invoice. Make sure that all returned items are well packaged, so as not to be damaged in the post.
Please consider that we can only accept your return shipment if sufficient postage has been paid. For your safety, you should keep the shipping receipt of your chosen carrier on a secure place.
We are not able to refund items that appear to have been worn, washed, or are not in original condition.
Please send your returns to our Tuffi Store in Madrid:
C/ San Mateo, 2
Once returned you are entitled to receive a refund.
I have ordered as a Guest (Instant Checkout), how does a return works for me?
Please click on "Guest Orders" in the black footer of our Onlineshop. On the website GUEST TRACKING you have to fulfill the text boxes "Order reference" and the "Email" you have used for the order.
After you have completed both text boxes please click on "SEND" and follow the instructions to transfer your Guest account into a standard account.
As soon as you have confirmed your account please access the "Orders History" section of your account and follow the standard return steps as explained below.
Can you confirm you have received my return?
We aim to process returns within 2 working days of receiving them. You will be notified by email once the return is arrived and will inform you when the refund process is complete.
Can I return my orders at Tuffishop Madrid?
Yes. Please pack all items in a bag/box and enclose the original invoice. Our stuff will control your return and you will get a confirmation by email.
Please notice that it won’t be possible to get your refund in cash because we can only pay back your money the way you have ordered (Paypal, Credit Card).
What courier do you use for deliveries?
We work with Enviala to send all of our orders.
How long does delivery take?
According to our Shipping partner Enviala it takes max 3 days.
Do you deliver to my country?
We currently ship to the following countries: Spain, Portugal.
Our plan is to expand very soon that we can offer to ship to other countries.
How much is delivery?
We offer FREE Delivery on all orders over €80.
Can I track my item?
Yes. You will be sent a confirmation email as soon as your order has been processed. This email will also contain your tracking number.
I live in Madrid, can I ship my orders to your local Store?
Yes. You can choose Tuffi Shop Pick-Up at the Shipping section of the Checkout process. Just click on the right option, confirm the Terms of Service and Proceed to Checkout. We will inform you within 1 day by email when your order is ready to pick up at the Store.
Which payment methods do you offer?
We currently offer Paypal, bank wire and all relevant credit cards including Visa, MasterCard.
Please make sure all your credit card info is entered correctly. Your order will be shipped
immediately after it is processed and your payment has been submitted and accepted.