FAQ/ORDERS
How do I place my order?
You can shop at Tuilik without creating an account.
- Use the SHOP menu on top and choose the product category to find what you’re looking for
- Once you have found an item you wish to purchase, choose, where available, size and color, then click on Add to Cart and continue with your purchases.
- Review the items in your cart by clicking the cart icon at the top right-hand side of the page.
- Once you are in your cart you can edit the items before proceeding with the order.
- If you are happy with the items in your shopping bag, select a shipping method and click on Checkout.
- Enter the billing, shipping and, if you choose this type of payment method, credit card details. You always have to include all details, as Tuilik can only issue invoices.
- Click the checkbox to agree to the Terms and Conditions. Then click the on Place Order to complete your purchase.
We are currently unable to deliver kayaks, but these can be picked up from our premises, along with all the other products. Any kayak delivery will be at the expense of the recipient: please contact us in case you wish to have more information on this topic.
Can I make changes to an order that I’ve already issued?
We’re unable to make any changes to an order already issued. If you change your mind on your order, you can return it and you’ll be refunded. See further information on returns.
Do the prices include VAT?
If the buyer is a private individual, VAT at 22% is included in the price for orders despatched to addresses in Italy and the European Union. If the buyer is a company, the VAT will be transferred at the time of payment in the case of orders despatched to addresses in the European Union.
I’ve noticed that a price has changed. Why is this?
Prices of all items on sale may be subject to change without notice due to currency fluctuations or other unforeseeable factors.
Are customs duties or charges applied to orders from abroad?
Any customs duties or charges or other handling costs that might be payable in the country of destination are outside the control of Tuilik.
Can I cancel my order?
Unfortunately, it isn’t possible to cancel an order. If you change your mind after you have placed your order, you may return any goods to us for a refund. We will refund the price paid for the goods, with the exception of transport costs, to the original payment method used.
How can I purchase a custom-made item?
Some items are available custom-made or on-order only (ex. tailor-made drysuits or special sizes). To purchase these products:
- Proceed as with any other product: close to the price you find all details.
- Once the order is placed and payment is ok, Tuilik sends you a notice about the time required to receive and ship your items. It may take up to 20 working days or more for some items (for ex. kayaks).
