Contact Us

Thank you for visiting tuaoru.shop.

We are committed to providing friendly, reliable, and professional customer support. For questions about our products, orders, payments, shipping, tracking, returns, refunds, or store policies, please contact our customer service team.

Customer Support

You can contact us using the following details:

Company: tuaoru.shop
Website: tuaoru.shop
Email: info@tuaoru.shop

Our customer service team generally responds within 1–2 business days.

Business days are Monday to Friday, excluding Australian public holidays. Enquiries received on weekends or public holidays will generally be reviewed on the next available business day.

Order Enquiries

For enquiries concerning an existing order, please include:

• Your full name

• Your order number

• The email address used to place the order

• A clear description of your enquiry

• Relevant photographs or documents, where applicable

Providing complete and accurate information will help us locate your order and respond more efficiently.

Product Enquiries

For additional information about a product before placing an order, please contact us at info@tuaoru.shop.

Please include:

• The product name

• A link to the product page

• The relevant size, colour, style, or variation

• Your specific question

We will make reasonable efforts to provide clear and accurate product information.

Shipping and Tracking Enquiries

For questions about order processing, shipping, tracking, or delivery, please include your order number.

Tracking information may take several business days to become active after a parcel has been dispatched.

Delivery may occasionally be affected by:

• Carrier delays

• Public holidays

• Severe weather

• Peak shopping periods

• Remote or regional delivery locations

• Customs or border processing

• Transportation disruptions

• Events outside our reasonable control

Please review our Shipping Policy for detailed information about delivery timeframes and shipping procedures.

Order Changes

Contact us as soon as possible if you need to change:

• Your delivery address

• Your email address

• Your telephone number

• A product

• A size or colour

• An order quantity

We will make reasonable efforts to accommodate your request. However, changes cannot be guaranteed after an order has entered processing, fulfilment, or shipping.

Order Cancellations

To request an order cancellation, contact us promptly at info@tuaoru.shop.

Please provide:

• Your full name

• Your order number

• The email address used to place the order

• A clear cancellation request

Cancellation cannot be guaranteed after processing or shipping has begun.

If your order has already been dispatched, you may need to wait until it is delivered and then request a return in accordance with our Return and Refund Policy.

Returns and Refunds

Before returning any product, please contact our customer service team for return instructions.

Your request should include:

• Your full name

• Your order number

• The product concerned

• The reason for the return

• Clear photographs or videos if the product is damaged, defective, incomplete, or incorrect

Do not return a product to the address shown on the original parcel or shipping label unless our customer service team has specifically instructed you to use that address.

Returns, refunds, replacements, and exchanges are handled in accordance with our Return and Refund Policy and applicable Australian consumer law.

Damaged or Defective Products

Please inspect your products as soon as reasonably possible after delivery.

If a product arrives damaged or defective, contact us promptly and provide:

• Your order number

• A description of the problem

• Photographs of the complete product

• Photographs or videos showing the damaged or defective area

• Photographs of the outer and internal packaging

• A photograph of the shipping label

Please keep the product and all packaging until we have reviewed your request and provided further instructions.

Incorrect Products

If you receive a product that is different from what you ordered, contact us at info@tuaoru.shop.

Please provide:

• Your order number

• The product you ordered

• The product you received

• Clear photographs of the received product

• Photographs of the packaging and shipping label

After reviewing the information, we will provide an appropriate solution.

Missing Products

Products from the same order may occasionally be shipped separately and arrive on different dates.

Before reporting a missing product, please check:

• Whether your order has multiple tracking numbers

• Whether another parcel is still in transit

• Whether the missing product appears in a separate shipping confirmation

If all parcels have arrived and a product is still missing, contact us with your order number and photographs of the parcel contents and packaging.

Delivered but Not Received

If tracking shows that your parcel has been delivered but you cannot locate it, please:

1. Check your mailbox, entrance, garage, reception area, and other safe locations.

2. Ask household members, neighbours, building staff, or reception personnel.

3. Confirm that the delivery address on your order is correct.

4. Check for a carrier delivery photograph or collection notice.

5. Contact the carrier using your tracking number.

If the parcel remains missing, contact us at info@tuaoru.shop so that we can review the matter and assist with an appropriate carrier investigation.

Payment Enquiries

For payment-related questions, please provide your order number and a clear description of the issue.

For your security, do not send the following information by email:

• Complete credit or debit card numbers

• Card security codes

• Banking passwords

• Customer account passwords

• Other highly sensitive financial information

Payments may be processed by Shopify, banks, card networks, digital-wallet providers, or other authorised payment service providers.

Privacy Enquiries

For information about how we collect, use, store, disclose, and protect personal information, please review our Privacy Policy.

Privacy-related enquiries, access requests, correction requests, and complaints may be sent to:

Email: info@tuaoru.shop

We may ask you to verify your identity before providing access to account-specific or personal information.

Complaints and Feedback

We value customer feedback and use it to improve our products, services, and website.

To submit a complaint, please include:

• Your full name

• Your order number, where applicable

• A clear description of the issue

• Relevant supporting photographs or documents

• The outcome you are seeking

We will review complaints fairly and in good faith and aim to respond within a reasonable period.

Australian Consumer Rights

Nothing on this Contact Us page or in our store policies excludes, restricts, or modifies any consumer guarantee, right, or remedy that cannot legally be excluded under the Australian Consumer Law.

If a product is faulty, unsafe, not of acceptable quality, does not match its description, or is not fit for its intended purpose, you may be entitled to an appropriate repair, replacement, refund, compensation, or another remedy under applicable law.

Contact Information

For all customer service enquiries, please contact:

Company: tuaoru.shop
Website: tuaoru.shop
Email: info@tuaoru.shop

When contacting us about an order, please include your full name, order number, and the email address used to place the order.

We appreciate your business and look forward to assisting you.