Refund policy
We hope you love your TUAS shoes. But if something doesn't feel quite right, we've got you.
Because trying something made just for you should feel easy — not risky.
The Basics
You may request a return or exchange within 15 days of receiving your order.
To start, simply email orders@tuas-studio.com with your order number and your request (return or exchange). We'll guide you through the next steps within 1–2 business days.
Exchanges
We offer one free exchange per order within the European Union — we cover the return shipping and the shipping of your new pair.
For orders outside the EU (United Kingdom, Switzerland, Norway, Iceland), exchange shipping is charged at cost — we'll confirm the amount before we proceed.
If your new size is available, it ships within our usual timeframe. If it's currently being crafted or on pre-order, we'll confirm the estimated date before your exchange is confirmed.
Returns
Changed your mind? Returns are simple. If you return your order for a refund, the item must be unworn and in its original packaging, and a return shipping fee applies, deducted from your refund:
- Portugal & Spain — €5
- Germany, France, Italy, Austria, Belgium, Netherlands, Luxembourg — €12
- Rest of Europe & the United Kingdom — €20
We send you a return label so everything is tracked. Refunds are processed within 7 business days after we receive and inspect your return.
Conditions (Important!)
To be eligible, shoes must be tried on indoors on a soft surface, the protective film must remain intact, and items must be in perfect, resellable condition. Returns that don't meet these conditions may be refused.
Defects or Errors
If you receive a defective or wrong item, we take full responsibility — all shipping costs are covered by TUAS and we prioritise resolving it as quickly as possible.
A note on timing
Many sizes are ready to ship; others may be currently being crafted or on pre-order. If an exchange needs a size that isn't immediately available, additional production time may be needed. We'll always communicate the expected timing first.
Important Notes
- Returns and exchanges must be requested and approved before being sent back
- Items returned without prior contact may not be accepted
- We are not responsible for returns lost in transit without tracking
Need help?
Still have questions? Check our FAQ or email orders@tuas-studio.com. We're here for you every step of the way.
