FAQ

What payment methods do you accept?
We accept most major credit cards such as Visa and Mastercard.

My order status says “Processing.” What does that mean?
“Processing” simply means we have received your order. Once the order is completed and shipped, you will receive a tracking number and the status will change to “Completed.”

How can I return a product?
You can return your order within 14 days of receiving it. As a customer, you are responsible for the return shipping costs, and we recommend using a trackable shipping method. We are not responsible for any lost returns.

Note – For hygienic reasons, underwear, swimwear, and cosmetic products cannot be returned.

Why can’t underwear, masks, or hygienic and cosmetic products be returned?
Underwear, masks, and cosmetic items are considered hygiene products. We take hygiene and public safety very seriously, so we do not accept returns for these items in order to protect all of our customers. We are not the only ones — other suppliers of similar products follow the same policy.

Do you cover return shipping costs?
No, all customers are responsible for return shipping costs. We recommend using a tracked delivery service, as we cannot be held responsible for lost packages.

What should I do if I received an incorrect, defective, damaged, or missing item?
If you received an incorrect, defective, damaged, or missing item, please contact us within 7 days of receiving your order. To speed up the process, provide your order number and attach a clear photo showing the issue. We will do our best to resolve the situation as quickly as possible.

How long does the return process take, and when will I receive my refund?
Processing a return can take up to 5 business days after we receive the package. You will receive a confirmation email once your return has been processed.

All refunds will be made to the original payment method. If you paid by credit or debit card, the refund will be credited to your bank within 5–7 business days after the return is received or the cancellation request is processed.

How long will it take to receive my order?
After placing your order and confirming payment, shipment will occur within 1–3 business days. The average delivery time is 3–7 business days.

Will my order be shipped in one package?
For logistical reasons, products may sometimes be shipped in separate packages. Please keep this in mind when receiving your order. For any questions, you can contact us at info@tuva-maison.com.

I need to modify my order. What can I do?
If you wish to change the size or color of your order, please contact us immediately. We cannot make changes after 24 hours from the time the order was placed or once it has been processed.

How can I contact you?
You can contact us via email at info@tuva-maison.com. We guarantee a response within 24–48 hours and will be happy to assist you.

Company Name: THE CURATED STORE LTD
Company Address: 106 Church Street, Highbridge, England, TA9 3HW
Company Registration Number: 13354261
Email: info@tuva-maison.com
Contact Number: +447400724069