Help · Returns
Exchanges & Returns
We want you to be happy with every item you purchase from Tucann. If you need to exchange your item(s) for another size or return it, please use our Tucann Exchange & Returns Portal.
How it works
Start a return or exchange
- Book it in the portalUse the Tucann Exchange & Returns Portal. We will only accept returned item(s) that have been booked using our returns portal.
- Check the requirementsMake sure your item meets the return requirements below, with all original labels and packaging included.
- Send it backWe recommend using a trackable shipping service to ensure your return is safely received. The goods remain your responsibility until they reach our warehouse.
Eligibility
Return requirements
Styles returned are subject to rejection if they do not satisfy the following requirements:
Condition
- Items must be returned within 30 days of the delivery date.
- The item must be in new, unused, original condition with all tags still attached.
- The item must have hygiene stickers still in place (Bikini Bottoms).
- The item must not have any odors (including deodorant, perfume, body odor, or washing powder).
What to include
- All original labels and packaging must be included with the returned items.
- A receipt and proof of purchase must be available.
- Goods will only be accepted if the original swing tags and labels are attached and placed in the original zip-lock plastic sleeve.
- This policy excludes items that have been worn, washed, used, soiled, stained, or damaged by the customer.
Refunds, exchanges & credit
What you get back
Changed your mind or ordered the wrong size? Refunds are honoured for change of mind and wrong size on US & Canada orders; international returns receive store credit. There is no restocking fee.
USA & Canada
We are pleased to offer free returns on exchanges for items purchased within the United States and Canada, provided that the return is within 30 days of delivery.
Refunds are available for change of mind and wrong size. If requesting a refund, the cost of return postage will be at your expense.
International
We do not offer free returns for international purchases at this time. For international orders, we offer store credit for all returns or exchanges.
- Store credit will be issued as soon as a tracking number is created for the return shipment.
- The customer is responsible for return shipping costs.
- Store credits expire within 12 months and can be used on any item(s) on our website.
Faulty items
We work hard to ensure every item from Tucann arrives in perfect condition. However, in the unlikely event that an item is delivered faulty, you must notify us by lodging a return within 14 days of delivery receipt.
Faulty refunds will be processed within 5-7 business days back to the original payment method once the return is received by our warehouse.
Final Sale & Black Friday
All items marked as ‘FINAL SALE’ are non-returnable and cannot be exchanged.
Orders placed during our Black Friday sale can be returned for an exchange or store credit only. Please note that we do not offer refunds to the original payment method for any Black Friday promotional orders.
The details
Return policy in full
International returns: important notes
- We recommend using a trackable shipping service to ensure your return is safely received.
- If you purchased your items using a discount code, your store credit will reflect the final amount paid after the discount was applied.
- Store credit is non-refundable and cannot be converted to cash.
Faulty item returns: how to lodge
- Lodge your return through our portal and select “Arrived Defective”.
- Provide a detailed description of the fault and upload clear images.
- Our customer service team will assess the claim. If approved, we will provide a free returns label.
Please note:
- If the fault is noticed after wearing the item, include this information in your return request.
- Faulty items must be returned within 14 days of delivery receipt. Items returned outside this period will not be eligible for a refund.
- Faulty refunds will be processed within 5-7 business days back to the original payment method once the return is received by our warehouse.
- Tucann trunks are hand-stitched, and minor cosmetic differences are expected. Trunks with slight variances cannot be returned as faulty.
Final sale & rejected returns
- All items marked as ‘FINAL SALE’ are non-returnable and cannot be exchanged.
- Tucann reserves the right to reject returns beyond the return period limit or items that are not in their original condition. If an item does not meet the return requirements, it will be sent back to the customer, and any shipping costs involved will not be covered by Tucann.
- Goods will only be accepted if the original swing tags and labels are attached and placed in the original zip-lock plastic sleeve.
Additional return & refund information
Refunds are available for change of mind and wrong size on US & Canada orders; international returns receive store credit. There is no restocking fee. If requesting a refund, the cost of return postage will be at your expense. The goods remain your responsibility until they reach our warehouse, so please use a trackable shipping service.
