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Purchase Terms

1. ORDER

All of our products can be ordered online through our website www.tutete.com.
The order process is carried out following these steps (it is very simple; you just have to follow the instructions indicated in each step):

Shop->Select product ->Select quantity ->Cart ->Buy -> Confirm -> Payment method -> Delivery details ->Complete purchase

Once you have successfully completed your purchase, you will receive a confirmation e-mail with the reference number identifying your order and the summary of your purchase. Please check it and keep it as a receipt of your purchase for future communications.

2. PRICE

All of our prices are given in Euro and include VAT for purchases made within the European Union. The only applicable additional costs are shipping costs and gift wrapping. For special deliveries we reserve the right to invoice the actual transportation costs with your acceptance.

For orders placed outside of the EU, the Canary Islands, Ceuta, Melilla and Andorra, any import duties and taxes associated with the delivery will be at the customer's expense, in accordance with legislation currently in force. The goods will be declared at Customs for their invoiced value which is stated in Euro. Customs tax rates can vary from one country to another and shall be paid in cash upon receipt of the goods. Goods sent to countries outside of the EU, the Canary Islands, Ceuta, Melilla and Andorra will be invoiced without Value Added Tax (VAT).

3. PAYMENT

Goods will be delivered once the payment has been received and identified.

  • Credit card: VISA, MASTERCARD, AMERICAN EXPRESS. To ensure our clients' security, for orders amounting to more than €250, we will request copy of the client's ID card or passport to verify the ownership of the card.
  • Bank transfer or counter deposit at Banco Santander.

On the confirmation e-mail you will find useful information and all the necessary details to make payment.

4. DELIVERY POLICY

Tutete.com is able to deliver goods in Spain and in the rest of the world.

In continental Spain and Italy, deliveries are made according to the method requested by the client during the purchasing process. If you have selected ordinary shipping and your parcel only contains a pack of soothers, it will be sent via mail service; if you have bought other products or more than a pack of soothers, they will be sent via standard courier service. If you have selected EXPRESS SHIPPING, your order will be sent via express courier service.

When you select EXPRESS SHIPPING, you will be given the latest day of receipt, taking into account the following considerations:

  • The EXPRESS SHIPPING delivery date is calculated for credit card payments, EXPRESS SHIPPING delivery time for payments by bank transfer will be counted from the moment when the payment has been verified.
  • Express Service does not take into account public holidays at destination.
  • If goods cannot be delivered due to the recipient's absence, we will inform you via e-mail.
  • In case of stock-out, we will make the necessary arrangements to solve the incidence and meet the delivery dates.

In the case of very bulky parcels and/or heavier than 2kg, sent by registered mail, the mail service known as Paquete Azul will be used.

In the Canary Islands, Ceuta and Melilla, the European continent, countries both in and out of the EU, and for the rest of the world, goods are sent by registered mail.

Your specific SHIPPING COSTS can be consulted by clicking on the above text highlighted in pink, once you have added a product to your cart.

Delivery times refer to the days elapsing from the moment when an order is placed to the time when the client receives it.

Delivery times, except in cases of force majeure (reasons beyond our control), in Spain are: 3-6 working days via mail service, and in the case of 48-72 hours' express delivery, two working days if there are no problems with the address provided.

Delivery times in Europe vary from one country to another but, according to our experience, deliveries to the UK, Switzerland, Norway, Germany, Italy and Portugal usually take 4 to 10 days maximum. Deliveries to the rest of the world can vary from one country to another and depending on the destinations within the country, but according to our experience, in Argentina, Mexico, Chile and USA, deliveries usually take 15 to 25 days.

INCORRECT ADDRESSES. What happens if this occurs?

If the delivery address has not been correctly filled out by the customer, the items sent are automatically returned and Tutete.com will NOT be held accountable for the time it may take for the items to be returned nor the cost for resending the goods. The mail service in Spain usually takes 2 to 5 weeks to return goods, and in other countries it can take considerably longer. Please check the delivery address, making sure it is as complete and precise as possible. The surname on the parcel has to be the same one as on the recipient's letterbox or doorbell. If it is not a private home, use the field "company" to write the name of the shop, office or place where you wish to receive the order.

If you select the express delivery option, we kindly REQUEST you to write the address where you wish to receive the order, because if you change the address when contacted by the carrier, we will have to pay additional shipping costs at our own expense.

EXPIRED PARCELS OR UNREPORTED DELIVERY BY THE POST OFFICE WORKER:.

On many occasions, postal workers do not leave correct delivery notices, or clients are not aware of the fact that the notice received is from Tutete, so a long time goes by without claiming the parcel. Please do not wait for more than 8 days since you receive our e-mail notice to claim the order. The Post Office returns orders after 15 days and on many occasions they do not leave a delivery notice. Please make sure that the e-mail address you have given us is correct so that you can receive the order notice without fail.

By confirming these PURCHASE TERMS, the client is committing to paying the resending of the parcel in the case of returns owing to incomplete addresses, addresses not filled out by the client and deliveries that were not claimed in a timely manner.

Tutete.com will not be held accountable for orders that cannot be delivered due to circumstances beyond our control, such as DELAYS caused by our suppliers, fires, floods, strikes, electrical problems, etc.

5. RETURNS.

The products that are offered on our website are of the highest quality and are produced by leading manufacturers of child care goods. The goods undergo strict safety controls during the manufacturing process and the components and materials used are the most suitable to contribute to the correct development of children. All of the products comply and exceed the requirements set forth in standards EN 1400 and EN 14350, and many other safety regulations.

However, should you receive an order which is not to your satisfaction, you can exercise your right of withdrawal contained in the General Law for the Protection of Consumers and Users and request it be returned within 14 calendar days from the date you received the order preferably using the original packaging in which you received the order. If for some reason it is not possible to use the original packaging, you can also return the order without penalty, but then the amount returned will be subject to devaluation. Products to be delivered shall be in perfect conditions, without any restrictions to their use. Once compliance with these conditions has been verified, the total amount of the product or products concerned will be refunded (including shipping costs). The consumer shall bear the shipping costs of returning the goods.The returned goods should be sent to the following address:

PRODUCTOS INFANTILES TUTETE S.L.
C/Cieza 10
30007 Murcia
España (Spain)

WARNING! Returned goods will not be accepted in the following cases:

  1. When returned products are not in perfect condition or their subsequent use would be restricted.
  2. When the product is to undergo a PROCESS OR PERSONALISATION and this process has already been initiated. In the case of personalised products, the period for returns BEGINS when the order is confirmed at Tutete.com and ENDS once the product has begun the personalisation process. Therefore, you need to make sure that you have ordered what you actually want, carefully verifying the confirmation e-mail that we send a few seconds after you have successfully completed your purchase.

If the return is feasible, the full price of purchase will be reimbursed by bank transfer or to the credit card used for the original purchase. The refund will be carried out as soon as we receive the product and we have confirmed that it complies with our minimum requirements. The buyer will only pay for the shipping costs generated when returning the product.

You may use the withdrawal form model that you see below, although it is not mandatory to do so. Download withdrawal form.

You can also exercise your right of withdrawal by completing and submitting the following form, should you wish to do so:

(*) Name and surname:  
(*) Order reference:  
(*) Products to be returned:
Reason for return (Optional):
Reply e-mail (fill out only if different from the e-mail registered on the order):  

6. GUARANTEE.

Tutete.com offers a two-year guarantee which is valid from the moment the product is delivered to the client. Clients shall inform Tutete.com about any lack of conformity regarding the product within two months from the moment they become aware of it. The invoice serves as the guarantee so please be sure to keep it. The guarantee covers any manufacturing and material faults which may appear during the correct usage of the product in accordance with its instructions. The guarantee does not cover damage caused to the product as a result of misuse, lack of proper care or through modifications.

Once we have received the product and we have confirmed that there is a manufacturing fault, we will send a replacement in perfect condition or reimburse the total amount paid, should the customer prefer this option.

If the product is returned within the period covered by the guarantee, Tutete.com will pay for all transportation costs incurred, provided that they are reasonable.

Please do not return any goods before contacting us at tutete@tutete.com or via telephone on +34 968 22 22 06, and we will inform you about the correct way to proceed.

Complaints about incorrect orders shall be lodged within a maximum of 48-72 hours from receipt of goods.

7.PERSONALIZED NAMES.

Be very careful when entering a name into the web page: the text will appear on the product with the exact same spelling. Tutete.com will not be held accountable for any typing errors made by the customer. Tutete.com reserves the right not to issue any orders which contain language that is considered inappropriate for children's products.

8.COMPLAINTS.

Complaint forms are available for www.tutete.com web private users.

If you have made an online purchase through our website, you can also use this link to reach an out-of-court settlement, provided that you live in the EU:
https://webgate.ec.europa.eu/odr/main/?event=main.home.show&lng=EN

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