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For any other questions, you can consult our frequently asked questions here

1. PURCHASES +

Buying at Tutete.com

In Tutete you can make your purchase as a guest or as a registered customer. Registering is very simple and will help you streamline your purchases and track your orders.

If you want to send an order to a different address than your usual one or you want to send it to another person, you can modify the data for that specific order. In the shopping cart, while placing the order and before executing the payment, you can view the content. There you can modify or delete the number of units in your order.

Once the payment is confirmed, you will receive a confirmation email with the assigned order number. Tutete.com reserves the right to reject new orders for a user or client when it deems it appropriate, and no concept can be claimed for orders not formalized and confirmed by Tutete.com through the purchase system of its website with the pertinent order number.

Modify an order

When an order has been placed and confirmed with payment, it cannot be extended by adding more products or modifying those that have been selected due to production logistics. If you wish, the order can be canceled, as long as it has not gone into production, to do it again with the changes that are needed, this will not involve any additional costs.

Tutete Family

Tutete Family is a platform created to offer numerous advantages to our clients. Being a member of Tutete Family means getting points on every purchase, taking part in pre-sales, raffles and exclusive gifts ... and many more surprises! To be a member of Tutete Family you must create your profile on our website.


2. PAYMENT +

Payment methods

In Tutete you can formalize your order with two payment methods. Payment by card (VISA, MASTERCARD, AMERICAN EXPRESS.) Or payment by bank transfer.

If you pay via bank transfer, once the payment has been verified in Tutete, you will receive an automatic notification sent to the email address from which you have placed the order so that you know that we have received it and that we have begun to prepare your purchase.

Safe shopping

All payments made in Tutete are processed in secure environments. For Tutete, security in online purchases is essential, that is why all transactions are carried out through secure payment systems and confidential payment data is transmitted directly and in an encrypted form (SSL) to the entity.

Invoice for businesses

To request an invoice as a private customer, you must contact us at tutete@tutete.com. Usually orders in Tutete do not include invoice or prices, except for international shipments or to the Islands.

If you are a professional client, you can download your invoice from your Tutete account.


3. SHIPPING +

Shipping methods and cost

Shipping options may vary based on delivery address, product type, or availability.

Deliveries are made only on business days. Tutete has its physical headquarters in the Region of Murcia, Spain, therefore we are governed by the work calendar that marks national (Spain), regional (Murcia) and local (Murcia) holidays.

When placing an order in Tutete, you can select three different types of shipments: ordinary, premium and delivery at a pick-up point. Once your order is confirmed, you will be able to choose between the different types of shipping available. As well as confirming the delivery address.

Ordinary shipments include a shipping cost of 3.99 euros, being free on purchases over 60 euros. The delivery in this type of orders is contemplated from 3 to 6 working days. Not applicable to orders that contain products with extra production days (mostly custom products).

Premium shipments involve a shipping cost of 5.95 euros and the delivery of this type of order is contemplated from 24 to 48 hours.

Shipments made to a pick-up point are available throughout Spain and in France, Germany, Belgium, the Netherlands and Luxembourg. In Spain the price of the collection service is 2.99 euros and they have a delivery time of 3 to 6 business days. Once the order is delivered at the point selected by the client, the agency will notify via email and SMS, the possibility of its withdrawal.

In the rest of the countries, the client will be able to select a pick-up point according to their location and it will be in the purchase process where the price of this service is calculated based on the weight of the package and the selected delivery address.

Orders made by bank transfer will begin to count their delivery time from the moment the payment is confirmed.

The terms indicated above will be extended for the Balearic Islands, the Canary Islands, Ceuta, Melilla and remote areas, as well as for reasons of force majeure beyond our competence.

In case of wrong address indicated by the customer, the shipment will be processed again, paying this cost himself.

Store pick-up

Currently, and due to the company protocols adopted by COVID-19, it is not possible to pick up an order at our facilities. By not having a physical store and being a logistics center, we must protect the safety of workers and our customers.

Order status

When you place an order you will receive updated information on the entire process until it leaves our facilities. If you want to see what state it is in, you can check it in the 'my orders' section thanks to the order number that was sent to you by email when making the purchase.

You can check the status of your order by accessing your Tutete account in 'My Orders'.

Orders for Islands

Orders placed in Tutete that must be sent to the Canary Islands have a supplement, foreign to us, established by the Canary Islands Government.

Upon receiving the package, the courier will charge the customer what is established according to the regulations applied directly in the island territory, that is, the Customs and IGIC expenses.

Delivery times will be extended in the case of the Balearic Islands, the Canary Islands, Ceuta and Melilla.


4. EXCHANGES AND RETURNS +

How to make a return

Once the order is received, the return period is 14 business days.

The product must be sent in perfect condition with the labels, brochures and original packaging, and with the reference number written in a visible area.

We can organise its collection in the Peninsula with a service cost of 5 euros that will be deducted from the total amount of the return. To request it you must write to tutete@tutete.com providing your data and order number.

The customer can also return the product by his own means.

How to change a product

You can not make returns of personalized products or changes in sizes or items. If you want to make an exchange, you will have to proceed with a return and reorder.

Once an order has been confirmed, it is not possible to modify or extend it. To make a change, you must cancel the order and make it again. Personalized products do not accept exchanges or returns.

Defective or wrong product

If one of the products that you have received in your order is defective or does not correspond to what was selected when making your purchase, you should contact customer service at tutete@tutete.com. Send us a photo or video so that we can correct the error as soon as possible.


5. WARRANTY CLAIMS +

The contractual guarantee offered is the one established in the Royal Legislative Decree 1/2007, of November 16, which approves the Consolidated Text of the General Law for the Defense of Clients and Users.

In the event of a defective product, the seller must proceed, as appropriate, to repair, replace, lower the price or terminate the contract, steps that will be free for the consumer and user.

Tutete.com will be liable for any lack of conformity that appears within two years from delivery, as long as the client has informed us of said lack of conformity within two months of becoming aware of it.


6. COMPLAINTS +

There are complaint forms available to private users of the website www.tutete.com.

If you have made an online purchase on our website, you can also use this link to try to reach an out-of-court solution, as long as you reside in the EU: https://webgate.ec.europa.eu/odr/main/?event=main.home.show&lng=ES

Each of the orders placed through this portal will be subject to a claim. The object of said claim will be limited to the specific order for which the cause is caused, but in no way may they be accumulated, nor extended to other orders, nor may they base actions that exceed the object of the specific request for which they cause, nor generate any expectation of the right to face to future non-formalized orders.


7. FREQUENTLY ASKED QUESTIONS ABOUT OUR PRODUCTS +

Soothers

How long can I use a soother?
The shelf life of a soother is 2 months. We recommend renewing them after that time in order to guarantee the safety of the child.

What to do if water gets into the teat of the soother?
All the soothers available on the Tutete website have a ventilation system that guarantees the air escape through a valve when the child presses the teat with the gums.

If water or saliva enters this small hole, we recommend pressing immediately after sterilization to expel it completely. The humidity that may remain inside does not affect the teat nor does it pose any risk to the health of the child.

Does the latex teat change due to use?
Being a 100% natural material, latex teats gain volume and expand with use, losing their original shape over time. This does not occur with silicone teats.

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