Shopping guide

SHOPPING GUIDE

This shopping guide is applicable to the on-line shops in Spain (“Tatetitotu S.L.”), France (“Tatetitotu S.L.”), Portugal (“TATETUCTUC PORTUGAL UNIPESSOAL LDA”) and the United Kingdom (“Tatetitotu S.L.”) - henceforth "tuc tuc" for each language.

A selection of the FAQs:

In which countries can you shop?

In Spain, Portugal, France and the UK.

Countries and regions

Can a delivery be sent to another country?

The delivery must be to the same country in which the order is placed. You may change shops to another country (Spain, Portugal, France or the UK); should you wish to do so at any time, just click on the globe on the top left hand side of the screen.

Regions which are excluded from on-line shopping:

  • Spain: Ceuta, Melilla and the Canary Islands.

  • Portugal: Madeira and the Azores.

  • France: overseas territories excluded.

  • UK: delivery available to mainland UK only.

No delivery is available for the excluded regions.

What products can be bought from www.tuctuc.com?

Only TUC TUC brand products are available at www.tuctuc.com; the brand reserves the right to decide, at any time, which products are available at www.tuctuc.com. Specifically, tuc tuc may add or remove products from the on-line store at any time.

Are the prices the same on-line as they are in tuc tuc stores?

Yes, but you can find promotions on-line that are not available in-store and vice versa. During periods with either sales or offers, the prices may vary between tuc tuc stores and the on-line shop.

How can I pay?

The payment methods for TATETITOTU SL are:

- in Spain: credit card, Pay Pal and C.O.D.;

- in the UK: credit card, Pay Pal.

The payment methods for Tatetitotu S.L. are:

- credit card, Pay Pal.

The payment methods for TATETUCTUC PORTUGAL UNIPESSOAL LDA are:

- credit card, Pay Pal and C.O.D.

Can I change my order?

Once an order has been finalised, it can no longer be changed.

Can I find out the status of my order?

Yes. Access 'Your Orders' in the 'My Account' section for further information on the status of your order.

How do I make a return?

Returns are handled directly from your personal area. For changes of the same product the return is managed from your personal area but the change has to communicate in the message of the return. No changes are made to one product for another, in which case the money will be returned and you will have to request again. The maximum period to be able to perform the management is 30 days from the reception of the product, if the deadline is passed, it can not be processed.

What do I do if the product I receive does not seem the same as the one in the on-line shop?

The basic characteristics of the products are available on our website within the product info. While tuc tuc takes the greatest of care to provide accurate representations, the images and colours of the products may, however, differ from the product received due to the specific nature of the Internet browser or screen used by the user.

In any case, if you do not like the product, you can return it within 30 calendar days from the delivery date.

Do the prices shown in the shop include VAT and delivery costs?

The prices of products available at www.tuctuc.com are always shown in Euro (for Spain, France and Portugal) or sterling (for the UK) and include the corresponding IVA, TVA, IMI or VAT, respectively. The associated delivery costs are added to the prices. The user will be told the delivery costs prior to formalising the order and these need to be expressly accepted by the user when confirming the order.

More detailed information is available in the section in this document on deliveries.

Delivery costs - Spain: €4.95

Delivery costs - Portugal: €4.95

Delivery costs - France: €4.95

Delivery costs - the UK: £4.95

I have received an item I did not order: what should I do?

If you have received an item that is not in your order, let us know through the contact section in our on-line shop within 24/48 hours of receiving the item.

Our team will receive the request and contact you directly to instigate the returns process. You will be refunded the full value of the item via the same payment method used when making the order, or by cheque should you have paid C.O.D. We will meet all transport costs.

I have received a faulty item: what should I do?

If you have received a faulty item, let us know through the contact section in our on-line shop within 24/48 hours of receiving the item. You may return the item up to a maximum of 30 days following receipt of the order.

Our team will receive the request and contact you directly to instigate the returns process. When the item comes to our warehouse, we will conduct a quality control to ascertain the problem. Should you wish the item replaced and there is stock available to do so, we will contact you to establish a delivery date. Otherwise, we will refund the full cost of the item by the same payment method used to make the purchase. We will meet all transport costs.

Remember that the tuc tuc shop will accept returns up to 30 days following the date of receipt of the order. Once the 30 days have concluded, the item can no longer be returned.

How can I return an item which is not faulty or damaged?

If you have received an item that is not faulty or damaged but which you wish to return, let us know through the contact section in our on-line shop within 24/48 hours of receiving the item. You may return the item up to a maximum of 30 days following receipt of the order.

Our team will receive the request and contact you directly to instigate the returns process. When the item arrives in our warehouse, we will refund the cost of the articles less the service costs using the same payment method used to pay for the order. Service costs: if tuc tuc is asked to collect the returnable, this service has a cost of €4 for Spain, Portugal and France and £4 for the UK. There is no service charge if the customer sends the returnable.

Remember that the tuc tuc shop will accept returns up to 30 days following the date of receipt of the order. Once the 30 days have concluded, the item can no longer be returned.

How can I return an item which is the wrong size?

If you have received an item that is not the right size and you wish to exchange it for one that is the correct size, let us know through the contact section in our on-line shop within 24/48 hours of receiving the item. You may return the item up to a maximum of 30 days following receipt of the order.

Our team will receive the request and contact you directly to instigate the returns process.

If you wish to change it for another size, when the item arrives at our warehouse, we will send you the size as requested, stock permitting. If there is no stock of the size requested, you will be refunded the cost of the item upon reception at our warehouse, using the same payment method used to pay for the order.

Should you not wish to change it for a different size, when the item arrives at our warehouse, we will refund the cost of the articles less the service costs using the same payment method used to pay for the order. Service costs: if tuc tuc is asked to collect the returnable, this service has a cost of €4 for Spain, Portugal and France and £4 for the UK. No service is charged if the customer sends the returnable.

Remember that the tuc tuc shop will accept returns up to 30 days following the date of receipt of the order. Once the 30 days have concluded, the item can no longer be returned.

How is the cost of my purchase refunded?

The cost of your purchase is returned using the same payment method used in making the order. Refunds may take up to 7 days depending on your bank.

If payment is made using Pay Pal or C.O.D. (this latter is available in Spain and Portugal), then payment will be by cheque, sent to the customer's address, to be cashed at the relevant bank.

How to shop

Shopping at www.tuctuc.com is very easy.

Below are some steps to follow when shopping. See how easy it all is!

Find the product you want

In Fashion: choose the age range and sex for which you wish to shop and see the product categories in each section.

In Childcare: choose the category that is closest to your needs.

In both children's fashion and childcare, you can also consult the catalogue of our baby, boy and girl collections. In addition, we will help you by making suggestions. These change with each season.

Once you have chosen the category or collection, we will show you the corresponding garments. There are search filters to help you find the product you most want: price, size and colour. Once you are in your chosen category, you can order your search by: Lowest to highest price / Highest to lowest price / Name from A to Z / Name from Z to A / Reference: lowest first / Reference: highest first.

Examine the product

In the product details, you have all the information to help you make your choice: price, sizes available, colours, composition and other products which go with your purchase. Should you have any questions about the size required, check by using our size comparison tables.

Once you have chosen the size, add the item to your order by clicking the 'Add' button.

You can add as many products to your basket as you want.

Process your order

All of the products added to your basket are available in the 'Shopping Basket'. Click on it when you have finished choosing items. In the 'Shopping Basket', you can choose the number of units to be bought and by clicking on 'Complete Purchase', you begin the purchase process. We will ask for you address and favoured payment method. You will also receive an order confirmation e-mail.

If this is your first order, we will ask you to register. The time you take registering will be time you save in future purchases. Alternatively, you may shop as a guest.

Register

There are many advantages to registering in our on-line shop.

Once registered, you can shop quickly and easily, check previous orders or monitor orders awaiting delivery. You can also access your personal details if you wish to change them or unsubscribe at any time.

When you make your first order, we will ask you to complete a questionnaire with the information we require to provide you with the best possible service. This questionnaire will provide us with your user name and password. These will be used to identify you on our website when you access your account, order again, check previous orders or monitor your latest order.

If you are registered but have forgotten your password, you can recover it easily by clicking on 'Password forgotten', which appears each time your access information is requested.

Confidentiality

All personal details provided will only be used to process your orders, make shopping easier and simpler and to inform you about new products, special offers and news.

tuc tuc guarantees the details provided will not be shared with third parties or other companies. Your personal information will be processed as per Organic Law 15/99, dated 13 December, on Personal Data Protection.

You may access, rectify and cancel the information you provided at any time through the My Personal Details section in our shop, by e-mail info@tuctuc.com or by writing to the following address:

Tatetitotu, S.L.
Customer Service Dept.
C/ Monte la Pila, 5, Pol. Ind. La Variante
26140, Lardero
La Rioja (Spain)

Payment methods

Three different payment methods.

Credit card

In Spain, Portugal, France and the UK, you can pay for your order using the following credit or debit cards via our bank's secure on-line payment system. Should you use a debit card, you will be charged in real time.

  • 4B Card

  • 4B-Mastercard.

  • 4B-Maestro.

  • 4B-Smart Card

  • Visa.

  • Mastercard.

  • Maestro.

  • Eurocard.

  • V-Pay (except Portugal & France)

  • Visa Electrón.

  • Servired Card

  • 6.000 Card

  • American Express. (except France)

  • JCB Card (except Portugal & France)

  • Plus (Visa Internacional). (except France)

  • Tarjeta Cirrus (Mastercard Internacional). (except France)

C.O.D.

C.O.D. is available for orders made in Spain and Portugal at a rate of €3 for orders below €100 & 3% of the cost for order above €100.

PayPal

Pay Pal may be used in Spain, Portugal, France and the UK. This system allows you to make payments from your bank account or credit card without sharing your financial details with us. For more information: www.paypal.com.

Delivery

Your orders will be delivered in a maximum of 10 days.

The regions for sales via www.tuctuc.com comprise:

Spain: www.tuctuc.com/es

Portugal: www.tuctuc.com/pt

France: www.tuctuc.com/fr

UK: www.tuctuc.com/uk

Delivery costs:

Spain

€4.95 for orders below 50 Euro. Free for orders of 50 Euro or above.

For C.O.D., an additional charge of €3 is applicable to orders of less than €100 or 3% of the cost of orders over €100.

Portugal

€4.95 for orders below 50 Euro. Free for orders of 50 Euro or above.

For C.O.D., an additional charge of €3 is applicable to orders of less than €100 or 3% of the cost of orders over €100.

France

€4.95 for orders below 100 Euro.

Free for orders of 100 Euro or above.

UK

£4.95 for orders below £100

Free for orders of £100 or above.

3. tuc tuc is committed to delivering products in perfect conditions to the address provided by the user on the order form, which must lie within the previously indicated region. In order to optimise deliveries, we recommend the user provide an address for the delivery to be made during normal working hours.

4. tuc tuc is held harmless from any mistakes in deliveries arising from the delivery address given by the user on the order form being incorrect or not provided.

5. tuc tuc has established that deliveries will occur within 10 business days from departing our facilities. However, the normal delivery time for Spain and Portugal is 24 - 48 business hours from the order date; for France 48 - 72 business hours from the order date; and for the UK 72 - 96 business hours from the order date.

Should a delay occur for an y reason, tuc tuc will inform its customers of such via e-mail as soon as the company is aware of said delay.

Each delivery is considered complete when the transport company makes the product available to the user, which is effected through the control system used by the transport company.

With delays in the delivery of orders attributable to tuc tuc, the user may cancel the order in accordance with the procedure described in the 'Returns' section - as if it were a faulty order, i.e. without meeting the delivery or return costs.

Cases in which the order has been made available to the user by the transport company within the agreed upon period but not delivered for reasons attributable to the user are not considered to be delivery delays.

6. If the user is absent when delivery is attempted, the transporter will leave a delivery slip which indicates the procedure to follow to arrange a new delivery.

7. If delivery has not been arranged 10 days* after the departure of the order, the user should contact tuc tuc. Should the user not do so, then after the 10 business days have passed following the departure of the order, this latter will be returned to the tuc tuc warehouse, with the user meeting the costs for returning the goods to the sender.

* During promotional or official holiday periods, the lead time may increase to 15 days.

8. If delivery is impossible due to loss of the package, tuc tuc will contact the user so that this latter may decide whether to cancel the order - with the total cost being refunded (product costs + delivery costs) - or to have the order resent at no further cost to the user.

9. Upon delivery, the user must - in the presence of the transporter who is delivering the product on behalf of tuc tuc - check the package is in good conditions. Any anomaly in the packaging should be noted on the delivery slip. If, after having examined the product, the user later finds any incidents, such as dents, breakage or any other imperfection arising from the delivery, contact tuc tuc by e-mail as soon as possible (24-48 hours) to be able to instigate the returns process.

10. The user can monitor an order by visiting the "My account" section.

Returns and exchanges

How to proceed with returns or exchanges.

Returns

All products purchased through www.tuctuc.com can be returned and refunded, whenever the user contacts tuc tuc through the contact area in our on-line shop in the 24/48 hours following receipt and proceeds to return the goods within a maximum period of 30 calendar days following the date of receipt of the order.

If you have received a faulty item, let us know through the contact section in our on-line shop within 24/48 hours of receiving the item.

1. The user should contact tuc tuc via the e-mail address for Spain: tuctucstorees@tuctuc.com, for Portugal: tuctucstorept@tuctuc.com, for France: tuctucstorefr@tuctuc.com and for UK: tuctucstoreuk@tuctuc.com, or use the contact form available through our website, selecting 'Customer service' as the subject matter and expressing an intention to return the product/s purchased. Specific mention needs to be made of the order number, reference numbers for the products returned, the reason for said return, an address for pick up and a preference for a pick up time (morning or afternoon).

2. tuc tuc will contact the user to arrange collection of the product/s to be returned; the delivery and returns costs will be met by the user.

3. One product cannot be exchanged for another. If the user wishes to exchange a product, the original needs to be returned (with the user meeting the cost involved) with a new order to obtain the desired product being made simultaneously.

4. For the return to be accepted, the products being returned need to fulfil the following requirements:

  • The unwanted product must be in the same condition as when it was delivered and must retain the original labelling and packaging.

  • The unwanted product must be returned in the same cardboard container in which it was sent to protect the product or, where this is impossible, in a similar protective box so the product reaches our warehouse with the utmost guarantee.

  • A copy of the delivery slip should be included with the package; this should note the products returned and the reason for the same.

5. If the aforementioned requirements have been met, tuc tuc will send the user an e-mail to confirm acceptance of the return and will proceed to pay the cost of the returned products, less the cost of returning them. Order delivery costs are only refunded for faulty or incorrect products.

6. The user's account will be credited as a result of the return as soon as possible after tuc tuc receives the goods. Payment of the monies will be by the same payment method used for the purchase and will be available in 48 hours for debit cards and up to 30 days for credit cards. Should the recipient of the products and the payee not be the same person, the cost of the return will be paid by tuc tuc to the person who made the original payment.

7. Should the return be rejected through non-compliance with the aforementioned conditions, the user shall have no right to receive a refund for the products returned. However, the user may request the non-compliant products be returned to them, while meeting the new delivery costs for transport from the tuc tuc warehouse. Should the user reject this option, tuc tuc reserves the right to retain said products in addition to the cost corresponding to them.

Returning faulty products

All products purchased through www.tuctuc.com with flaws or faults can be returned and refunded, whenever the user contacts tuc tuc through the contact area in our on-line shop in the 24/48 hours following receipt and proceeds to return the goods within a maximum period of 30 business days following the date of receipt of the order.

The user should contact tuc tuc either via e-mail:

- in the case of the Spanish on-line shop: tuctucstorees@tuctuc.com;

- in the case of the French on-line shop: tuctucstorefr@tuctuc.com;

- in the case of the Portuguese on-line shop: tuctucstorept@tuctuc.com y;

- and in the case of the UK on-line shop: tuctucstoreuk@tuctuc.com;

or by using the contact form available through our website, selecting 'Customer service' as the subject matter and expressing an intention to return the product/s purchased. Specific mention needs to be made of the order number, reference numbers for the products returned, the reason for said return, an address for pick up and a preference for a pick up time (morning or afternoon).

2. tuc tuc will contact the user to arrange a date to collect the product to be returned and will meet all costs. If the customer so wishes, a new order will be created.

For the return to be accepted, the products being returned need to fulfil the following requirements:

  • The product must still have its original labelling and packaging.

  • A copy of the delivery slip should be included with the package; this should note the products returned and the reason for the same.

3. If the aforementioned requirements have been met, tuc tuc will send the user an e-mail to confirm acceptance of the return and will proceed to pay the cost of the returned products and the delivery.

4. The user's account will be credited as a result of the return as soon as possible after tuc tuc receives the goods. Payment of the monies will be by the same payment method used for the purchase and will be available in 48 hours for debit cards and up to 30 days for credit cards. Should the recipient of the products and the payee not be the same person, the cost of the return will be paid by tuc tuc to the person who made the original payment.

If payment is made using Pay Pal or C.O.D. (available in Spain and Portugal), then payment will be by cheque, sent to the customer's address, which may be cashed in the relevant bank.

5. Should the return be rejected through non-compliance with the aforementioned conditions, the user shall have no right to receive a refund for the products returned. However, the user may request the non-compliant products be returned to them, while meeting the new delivery costs for transport from the tuc tuc warehouse. Should the user reject this option, tuc tuc reserves the right to retain said products in addition to the cost corresponding to them.

Sizes

Our sizes correspond to the age of your child.

Babies (to 24 months)

Our sizes correspond to the age of the baby; so, if your baby is 6 months old, the correct size is a 6. If your baby is bigger or smaller than average for the age, these are the corresponding sizes.

CLOTHING

Age-size

Approximate height

1M (1 month old)

58 cm

3M (3 months old)

62 cm

6M (6 months old)

68 cm

9M (9 months old)

71 cm

1A (12 months old)

74 cm

18M (18 months old)

83 cm

2A (2 years)

92 cm

CAPS

Size

Age

Size of baby's head

44

1 month old

40.5 cm

3 months old

42 cm

6 months old

44 cm

46

9 months old

45 cm

12 months old

46 cm

48

18 months old

48 cm

2 years

50 cm

Boys and girls from 2 to 14

The age corresponds to the sizes in our collections; so, if your boy or girl is 6, the correct size is a 6. If your child is bigger or smaller than average for the age, these are the corresponding sizes.

CLOTHING

Age - size

Approximate height

2A (2 years)

92 cm

3A (3 years)

98 cm

4A (4 years)

104 cm

5A (5 years)

110 cm

6A (6 years)

116 cm

8A (8 years)

128 cm

10 (10 years)

136 cm

12 (12 years)

144 cm

14 (14 years)

152 cm

CAPS

Size

Age

Size of child's head

52

2 years

50 cm

3 years

50.5 cm

4 years

51 cm

5 years

51.5 cm

54

6 years

52 cm

8 years

53 cm

10 years

54 cm

56

12 years

54.5 cm

14 years

55.5 cm

STOCKINGS AND LEOTARDS

Age Size

0-6 months

S1

6-12 months

S2

12-24 months

S3

2-4 years

S4

4-6 years

S5

6-8 years

S6

8-10 years

S7

10-12 years

S8

12-14 years

S9

SOCKS

Size

18,19,20

C1

21,22,23

C2

24,25,26

C3

27,28,29

C4

Garment upkeep

Keep your clothes perfect.

Washing instructions

  • Before washing any garment, read the instructions printed on the product label.

  • We advise washing the garments inside out.

  • Wash colours and whites separately.

  • Garments that lose colour should be washed separately or with other similarly coloured items.

  • Do not overfill the washing machine.

  • Do not use too much detergent or softener: this may cause stains to appear.

  • We advise against using mechanical dryers.

  • High temperatures are bad for the fabrics.

  • Avoid direct sunlight when drying the garments outside.

Washing

DO NOT WASH

HAND WASH MAX. 30°C

MACHINE WASH MAXIMUM 30ºC

MACHINE WASH MAX. 30ºC. SHORT SPIN CYCLE

MACHINE WASH MAXIMUM 40ºC

Bleach

USE OF BLEACH ALLOWED

DO NOT USE BLEACH - DO NOT BLEACH

Drying

USE A DRYER. AVERAGE TEMPERATURE

USE A DRYER. LOW TEMPERATURE

DO NOT USE DRYER

Ironing

IRON AT MAX. 110ºC

DO NOT IRON

Dry Cleaning

CAN BE DRY CLEANED. PERCHLOROETHYLENE DRY CLEANING

HYDROCARBON DRY CLEANING

DO NOT DRY CLEAN

Security & Technology

We ensure the security of your purchases and personal details.

Technology

The tuc tuc website can be used by any operating system and browser combination. The best visual results are with the latest versions of Microsoft Internet Explorer, Mozilla Firefox, Google Chrome, Safari and Opera.

Adaptation to hand-held devices

The website makes use of an adaptable design (Responsive Web Design) which adapts to the extent possible to the user's device.

Security

You can shop without the slightest worry. We ensure your details and the transactions you make are secure. Your details are transmitted in a secure way using 256 bit SSL coding.

SET (Secure Electronic Transaction) is accepted for card payments. Having checked the card is part of the SET system, a connection is made to the issuing bank so the purchaser may authorise payment. Once there is bank confirmation, the card is charged for the transaction. Without confirmation, the order is cancelled.