ORDERS & PAYMENTS
What can I do if I entered the wrong delivery address?
When you just realize you entered the wrong shipping address, contact us as soon as possible. We will update your address right away before your order is processed.
In situations where your order has already been processed or dispatched, we kindly ask you to contact the courier provider directly. Depending on the courier policies, you may be able to redirect your package to the correct address often with an additional fee.
If you are unable to amend your shipping address, your package will be delivered to the stated address and you are responsible for retrieving it.
For some reasons due to a failed delivery, the package got returned to us, we will reship the package to you. We will charge the delivery cost according to our price list, as for the cheapest possible package to the destination country. If the return was not the result of address confusion on our part, you will be charged a return fee of 5 euros per package.
Can I cancel or change my order?
Unfortunately, alterations to your order cannot be made after order placement.
Please double-check your order details at checkout before making your payment.
If the item(s) are not to your liking you can always contact us within 48 hours and return them within 7 working days
from the date of informing us, provided that they are in the original condition. Please refer to our return policy here.
Where is my order confirmation email?
You will received an order confirmation email by us immediately after payment.
Try the following methods if you are unable to find the order confirmation email:
- Check your spam/junk folders.
- Search for: info@tuskerswear.com, your order number, or name of item/s purchased.
If non of the methods didn't work and after you have waited for some time, please don't hesitate to contact us. Provide us with your order details such as your full name, ordered product and we will assist you to verify your order. If needed, we will resend the order confirmation mail.
Why my order was cancelled?
There can be several reasons why your order was cancelled. Follow the instructions below to fix them:
- Make sure there are sufficient funds in the account associated with the card that you are using.
- Make sure there is a steady internet connection.
- Make sure the card information, billing address is correct.
In case if it doesn't work at all, we would recommend to use another card, or contact the bank.
RETURNS & REFUNDS
I received a faulty item. What should I do?
We are fully committed to provide quality products, ensuring your satisfaction every step of the way.
Before collecting the parcel, please check whether the packaging has not been damaged during the transport. In particular, pay attention to the condition of tapes or seals affixed to the shipment. If the package is damaged or the seals (tapes) are broken, do not accept the parcel and make a damage report in the presence of the courier and contact us as soon as possible to clarify the matter.
If you have received a product that is faulty or defective upon opening the package, please send an email to info@tuskerswear.com with a picture of the faulty product, your order number and a brief description of the issue within 48 hours upon receiving for an exchange of the same product. We will then send you further instructions. You are responsible for sending the defective product within 7 working days from the date of informing us about the issue. Please refer to our return policy here.
Unfortunately, there will be no refunds.
What is your return & refund policy?
Return period
You can report to us within 48 hours upon receiving the package, that you would like to return the item(s), stating the reason. You are responsible for sending the item(s) within 7 working days from the date of informing us.
Return condition
You will be refunded for items purchased directly from us given the items are in the original condition in an unworn and unwashed condition with tags attached and packed in original ,undamaged packaging.
If you wish to return, please contact our support team and we will provide all the necessary information.
Please note that shipping costs are non refundable and customers are fully liable for any returns made at their own expenses.
If anything is damaged from your return, you are not entitled to a refund.
For more information, please refer to our return & refund policy here.
Can I make an exchange?
Unfortunately, we do not offer exchanges.
How do I make my return?
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@tuskerswaer.com, stating the reason, and then we will send you return instructions.
If your return is accepted, we’ll send you a return form, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Please note that the shipping costs are non-refundable.
If anything is damaged from your return, you are not entitled to a refund.
You can always contact us for any return question at info@tuskerswear.com.
How long will it take to receive a refund?
We will notify you once we’ve received and inspected your return at our warehouse, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 7 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@tuskerswear.com.
What are the return costs?
Shipping costs and custom duties are non-refundable. The cost depends on the courier and the country you return your package from.
SHIPPING
Do you ship to my country?
Currently we deliver to customers in the Netherlands, Germany and Italy only.
How much does shipping cost and how long does it take?
Please allow us 1-5 business days to process your order.
We strive to deliver your parcel safely and swiftly by the best couriers available to your country from our warehouse.
You can find more information on our website here.
Where is my order? Has it been dispatched?
You will receive a dispatch confirmation email once the item(s) leave our warehouse.
Try the following methods if you are unable to find the dispatch confirmation email:
- Check your spam/junk folders.
- Search for: info@tuskerswear.com, your order number, or name of item(s) purchased.
If you cannot find the email, It is likely that your order has not been dispatched yet.
Check your email again after few hours, or the next day.
How can I track my order?
As soon as your order has been dispatched, you will receive a dispatch confirmation email with the tracking number. Simply use the provided tracking number to track the status of your parcel through our courier partner's website.
Try the following methods if you are unable to find your dispatch confirmation email:
- Check your spam/junk folders.
- Search for: info@tuskers.com, your order number, or name of items purchased.
Why my order is taking longer than specified?
Issues that arise during delivery is beyond our control. There is a slight chance that your delivery is taking a little longer than specified due to busy courier services at depots, the distance from the depot to your location, and delays at customs for international orders.
If you have waited for a couple of days after the estimated delivery date, please don't hesitate to contact us and we will investigate with the courier.
My order tracking is not updating
Once you have received your tracking code, but the courier's online tracking has not updated within 24 hours, it is most likely that their tracking system is taking longer to update. In this case, it is best to contact the courier directly.
In case, if you are unable to contact the courier, and you have not got an update on your parcel for the last 24 hours, please don't hesitate to contact us directly, we will investigate with our partner courier.
My tracking says my order has been delivered, but I haven't received it?
If it says your parcel has been delivered, but not arrived, try the followings:
- Double check the delivery address you placed at checkout.
- Look for missed delivery notices from the courier.
- If they are unable to deliver the package safely to you, sometimes they leave packages in secure locations. Therefore, check with your neighbors, your local post office/depot.
- Call the courier service. Explain the situation and provide them your tracking number.
- If above steps didn't work, contact our help center. We will do our utmost best to locate your parcel and deliver to you as soon as possible.
My package says 'pending'?
Tracking numbers are dealt by the courier company. Try the following steps if the problem persists:
- Please double check the tracking number you entered earlier.
- If the tracking number has just been generated, chances are that the courier company has not picked your parcel. In this case, you need to retry after one or two days.
- Please contact the courier company.
My package says 'cancelled'?
Any failed deliveries will be cancelled. In the event of a failed delivery such as recipient not found after various delivery attempts or rejection of the goods by the recipient, the cost of the item(s) will be refunded to you once the parcel is sent back to our warehouse.
However, the cost of returned goods and custom duties applied will be charged from you.
Any claims for non-delivery of the order must be made no later than 20 days from the date of shipment.
TUSKERS PRODUCTS
How do I find the right size?
You can find this by clicking on the 'Size Guide' which is located below the size selector.
PAYMENTS
Which methods of payments do you accept?
We accept VISA, Mastercard, American Express, IDEAL, Klarna and Google pay.
Please note that the payment methods varies depending upon the country. If you have any questions regarding the payment methods, please don't hesitate to contact us.
Coudn't find your answer?
We're here to assist you. If you couldn't find information you were looking for, please reach out to us directly. Our team is eager to assist you.