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常问问题

什么形式的支付你接受吗?
我们接受Visa和万事达信用卡支付和我们现在能够接受国际信用卡。你们知道我们也接受通过PayPal账户付款与确认地址。你们知道所有的付款都必须以美元。你们知道我们不接受个人支票业务检查或付款。

How will my order ship and how much will shipping cost?
You have 3 shipping options offered in your shopping cart- UPS, Fed Ex and USPS (Priority) if shipping to a U.S. address.  There is a shipping estimate calculator in your shopping cart.  Your shipping costs depend on the size/weight of your shipment and what shipping method you choose, your shipping cost will be included in your final charge once you make your shipping choice during check out.

When will my order ship?
We are open Monday – Friday 8am – 4:30pm (PST).  Orders are processed within 48 hours of our receiving; please keep in mind if you placed your order after 12:00pm (PST) on a Friday your order will not be processed until Monday as we are not open on the weekend.  Orders ship from Poway, CA.  Shipping time depends on method paid for.  Domestic ground shipping usually takes 3-5 business days.  See below regarding orders shipping outside of the U.S.

Will a signature be required when my package is delivered?
All tukshoes.com orders are set up as NO signature required.  If you do want a signature to be required upon delivery please make a note telling us this in the ‘order notes’ box during check out.  This box is located below the shipping method box.  Tukshoes.com will not be responsible for packages delivered without signature required and then lost or stolen from delivery location.

Do you accept orders from outside the U.S.?
Yes!  We have a 3 pair maximum per order for international orders.  We now accept credit card payment for international orders (Visa and MasterCard).  You can also pay via PayPal with a confirmed address.  All payments are required in US$.

Please be aware delays in Customs are becoming very common.  We cannot be responsible for Customs delays.  Also, you may be responsible for import taxes or other Customs fees for your package.  We do our best to minimize the cost of importing for our customers; however we cannot provide inaccurate information to Customs Officials.

Shipments to Russia and Lithuania using USPS Priority shipping will not receive a shipment tracking number as USPS does not provide one to us.  This may be the case for some other countries as well and we will advise as we learn of more. 

Please be aware all of our shoes are listed in U.S. sizes.  If you are unsure of your U.S. size please refer to our size chart for conversions.  We cannot be responsible to know your shoe size, but we are happy to help you with any questions about sizing.  If you need help, just contact us!  info@tukshoes.com or 1 866 885 7463 ext. 216

If you would like to find a shop near you who carry T.U.K. shoes check out our store locator section (STORE LOCATOR PAGE).  If you would like to contact the T.U.K. distributor for your country with inquiries check out our International Contacts page (CONTACT US PAGE).  If you live in the UK visit www.tukshoes.co.uk, if you live in Japan visit www.tukshoes.jp, if you live in Russia visit www.tukshop.ru; these sites offer online T.U.K. shopping for your respective and neighboring countries without high shipping or Customs costs or issues like shopping on our U.S. site can bring about.

What do I do if I need to return an item(s) and receive a refund?
tukshoes.com accepts returns for products purchased on the tukshoes.com website only.  If you purchased T.U.K. shoes at a retail shop or from a different website we cannot arrange a return for you, you need to work with the shop or site you made your original purchase with and adhere to their policies.  If you purchased products on the tukshoes.com website your return can only be arranged through tukshoes.com, do not try to return or exchange at a retail shop or via another website.

We are always happy to discuss our sizing with you and will do our best to put you in the right pair of shoes, however we make no guarantees as to how our recommendations fit as everyone's feet and tolerance of fit is different.  We are not responsible for knowing what size shoe you need.

We will happily accept returns of UNWORN MERCHANDISE within 30 days of receipt of your order.  Your return must be made within 30 days of when your order was delivered and we must receive the merchandise back at our warehouse within 45 days of when the Return Request was issued.  Acceptable returns will receive a refund, minus any original shipping and handling charges you originally paid.  Refunds will be made in the original form of payment only.  No returns for non-defective goods after 30 days.

All shoes being returned must be in new, unworn condition.

To initiate a return or exchange follow these steps:

  1. Repack the item(s) in the exact product packaging you received it in (i.e. the shoe box w/ tissue, heel tips, etc.)
  2. Pack the return item(s) into a shipping carton (best to reuse the shipping carton you received your order in, save a tree).  DO NOT USE THE SHOE BOX AS YOUR SHIPPING CARTON!  Shoe boxes with postage or writing on them are considered WORN MERCHANDISE and are non-refundable.
  3. Write your original Order # (found on the paperwork that came with your purchase) clearly, in black marker on the outside of the shipping carton.
  4. Ship your return back to us.  We do not pay for or reimburse for return shipping.  We recommend using a shipping method that provides tracking information or delivery confirmation as tukshoes.com will not be responsible for packages lost or damaged in transit.  All return shipping charges must be prepaid.
  5. In order to receive your refund for your return, after shipping log into your account your original order was placed under.  Once in your account, click on CUSTOMER ORDERS.  Find the order with the item(s) you have shipped for return, click on RETURN ITEM(S).  Pick the quantity per style/size for your return.  When finished click SUBMIT.
  6. Once we receive your returned merchandise, check in the return and inspect the product we will process your refund.  Returns/refunds are processed within 2 weeks of our receiving your returned merchandise.
  7. For tracking your return/refund status log back into your account on tukshoes.com/store and select RETURN REQUESTS when in MY ACCOUNT.  Status changes will be noted and any special notes from us will be visible as well.
  8. We are unable to offer exchanges, if you would like something different or a different size, simply place a new order.  Our product availability changes rapidly, if you send back the item you want to exchange, we cannot guarantee we will have what you want at the time.
  9. If a mis-ship/mistake by tukshoes.com was made resulting in your need to return your item(s) received please do not ship the return yourself; please either call us 1-866-885-7463 ext. 216, email info@tukshoes.com or initiate a Return Request via your account on tukshoes.com (#5 above) and explain the problem in the comment box- we will arrange to send you a pre-paid return label and either send you the correct item(s) or issue a refund if you desire. 

Packages returned without a clear Order # on the shipping carton can be refused or are subject to a 25% restocking fee deducted from your refund amount.  Returns sent past the 30 day cut off will be refused and sent back.  Shoes returned with postage stickers on the original shoe box will be considered worn and will not be refunded.  Please make sure to place your shoes in their original box inside a bigger box before shipping back to us.

Please allow at least 2 weeks from the time you ship us your return for us to receive and process your return or exchange.  All returns are processed on Fridays regardless of what day the package is received at tukshoes.com.  Please check your ‘Return Requests’ section in your account on tukshoes.com/store for status changes, you will receive an email advising you if your Return Request status changes as well. 

How will my tukshoes.com E-Gift Certificate be received by my recipient?
The lucky receiver of a tukshoes.com E-Gift Certificate will receive an email to the email address you provide when purchasing the E-Gift Certificate telling them you bought them an E-Gift Certificate.  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: online_sales@tukshoes.com or 1 866 885 7463 ext. 216.  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.

If you have a Gift Certificate from our old tukshoes.com website please contact us and we will walk you through how to use your Gift Certificate on our new tukshoes.com website.

Returns on items purchased with an E-Gift Certificate will be issued a Reward Points credit.

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.