Tu Cereza UK | Support Page
Need Help? We’ve Got You Covered
At Tu Cereza UK, we’re committed to providing the best customer experience. Whether you need help tracking an order, troubleshooting a technical issue, or have questions about returns, this page is your go-to resource.
Order & Shipping Support
📦 How to Track Your Order
Once your order is dispatched, you will receive an email with a tracking number. Use this number to track your package through our courier partner’s website.
If you did not receive a tracking number, check your spam folder or contact us at support@tucereza.com.
🚚 Shipping Times for UK & International Orders
- Standard Shipping (UK): 3-4 business days
- Express Shipping (UK): 2 business days
- International Shipping: 7-10 business days (subject to customs regulations)
If your package is delayed, please allow an extra 48 hours before reaching out.
Returns & Refunds
How to Return a Product If you are not satisfied with your purchase, you can return it under the following conditions:
- The item must be unopened and in its original packaging.
- Returns must be requested within 14 days of receiving your order.
- Customers are responsible for return shipping costs.
To start a return, email support@tucereza.com with your order number and reason for return.
Refund Policy
- Refunds are processed 3-4 business days after receiving the returned item.
- Shipping costs are non-refundable.
- If the product is defective or damaged upon arrival, we will cover the return shipping costs and issue a full refund.
Technical Issues & Troubleshooting
Common Issues & Fixes Having trouble placing an order or navigating our website? Try these steps before contacting support:
- Clear your browser cache and refresh the page.
- Check your internet connection.
- Try a different browser (Chrome, Safari, Edge, or Firefox).
- If a payment issue occurs, verify if funds were deducted. If yes, send us a screenshot showing Tu Cereza as the recipient.
- Restart your device and attempt the process again.
If the issue persists, email support@tucereza.com with details of the problem.
Live Chat & Customer Support
💬 Live Chat (Recommended for quick questions)
- Available Monday – Friday: 6 AM – 4 PM GMT
- Best for: Order status, product recommendations, and general inquiries.
📧 Email Support: support@tucereza.com
- Best for: Returns, refunds, technical issues, and detailed product inquiries.
- Response time: 12-24 hours.
For wholesale or business-related inquiries, please visit our Contact Page