FAQ

All facts, information and prices are given with reservation for typing errors, price increases, warehouse issues, possibly incorrectly stated product descriptions / specifications and end of stock.

How do I exchange or return a product?

We are happy to take a return if there is a manufacturing defect of there is change in size require.

If you would like to return something to us and receive a refund, we need to have the product returned within 10 days after your order date. The postage to us is paid by you as well as the shipping cost, except when there is a manufacturing defect. Please keep in mind that we would like to have the product back in the same condition as it was upon receiving it with tags and original packaging.

For purposes of hygiene we cannot accept the following items:

  • Bottles and dummies
  • Tethers or other chewable products
  • Underwear
  • Swimwear
  • Earrings
  • Headbands and hairclips

We cannot accept returns if:

  • An item is returned without tags.
  • An item which has been washed.
  • An item is returned dirty, worn or shows sign of being used.
  • When returning shoes, bear in mind that the shoe box is part of the item itself.
  • Do not tape or write directly on the box and make sure it is safely packed.

Please use our contact form to approach us for return or exchange.

What do I do if I have received the wrong product?

In the event of a complaint of clothing, shoes, furniture, toys:
– Send the claim to us via our web form on the customer service page
– Always include your order number when making a complaint
– Describe the defect of the product
– Always attach a picture of the damaged product / goods so that we can see what the problem is
– We will then process your claim as soon as possible and will get back to you once we have been notified by the supplier.

Return package deals

If you have purchased several items in a so-called package deal or “take 3 pay for 2” then all items must be returned if you decide you need to make a return. You cannot return just one or two of the items as this “take 3 pay for 2” is a package deal.
However, change of size or color is acceptable if you first contact our Customer Service.

In case of complaint, please contact our Customer Service.

Has my order gone through?

If you are unsure if your order has gone through, there are several ways to check this: When you have placed your order you will see the text “Thank you for your order” on the screen. An order confirmation will be sent to your e-mail address. You can see your order under “Order Tracking” on our website.

When will my order be sent?

We process your order within 3 business days

Where is my order?

After you’ve received the confirmation that your order has been sent, it will take 1-30 days for the package to reach you depending on the destination. Delivery time may also vary depending on the size, value and weight of the package. For a better estimate, please consult your local Post Office website. If you have not received your package within a reasonable time period, please don’t hesitate to contact us at Customer Service vi our web form on the customer service page. We will answer you within 24 hours on working days.

 If you have received a tracking number in your final order confirmation via e-mail, you can of course track your order on your local post office’s website.

Can I change my delivery address after I have placed my order?

If we have not already sent your order, we always do our best to change the address. Please send an e-mail to our customer service using our web form on the customer service page and write “Wrong delivery address” in the subject line. Then write your order number and the correct address in the email. We will confirm your change when it is made.
Please bear in mind that we can never guarantee that we can change the address as we pick and pack orders around the clock.

Can I cancel my order after my order has gone through?

Please email us as soon as possible. As we work around the clock we can not guarantee that we can cancel an order in time. We will, however, always do our best to assist our customers with the cancellation of any order.

My order will not go through. Can you help me?

If you are having trouble ordering on the website it may, for example, be because you are trying to pay with a credit card or payment method that we currently do not provide, such as VISA Electron or American Express. If the above options do not apply to you, please, if possible, take a screenshot of what it looks like when the problem occurs and contact our customer service.

The item I brought is now on sale, can you refund me?

It is very difficult for us to know if and when something will go into sale. As a result we are unable to refund the difference if an item goes down in price after you have made a purchase.

Cash on Delivery Service

Cash on delivery service is only available in Pakistan. Once you have placed the order and the same has been delivered, you are under an obligation to pay to the delivery service. You cannot open the package prior to making payment to delivery service. If you have any concern, please use our website contact form and will respond to you within 24 hours on a business day.

 

Customer Service

Please use our website and we will reach out to you within 24 hours.

Why can I not log in with my e-mail and password?

First, make sure you are using the correct e-mail address. If you still can not log in, the easiest thing to do is to request a new password through the “Forgot Password” link. There you can fill in your e-mail address and receive an e-mail with a link. Just click the link to create a new password. If you still cannot log in, please contact our customer service and we will help you.

How much do I have to pay in tax and/or fee?

Whether you have to pay extra tax and/or fee is dependent on the order’s value and weight. For more information about this please.

Why can I not order the amount of a product that I would like?

You can only order products that are in stock. This is because we want to keep our deliveries fast. If you are trying to order a larger number of goods than is in stock, it will not be possible to place the order and the system will then automatically return to the number that is in stock.

A product is out of stock – Will it be back in stock again?

Should a product be out of stock in a certain size, or entirely, and you are interested in when we will have it back in stock again, please contact our customer service and tell us what product and size you are interested in and we will answer your question within 24 hours on working days.

What if the country or state that I would like to order to is missing in the menu on my website?

We currently only deliver in Pakistan and for other listed currency, we will soon share further details on our web page.

What are the conditions when there is a campaign?

When we have campaigns there can be some conditions and terms that you can read at the time of placement of order.

I am under 18 years old, am I allowed to place an order?

If you are under 18 years old, you always need approval from your guardian to be allowed to make a purchase at theliltutu.com.

What are the conditions when there is a campaign?

When we have campaigns there can be some conditions and terms that you can read at the time of placement of order.