FAQs – Tsukinouveau

Frequently Asked Questions

Have questions? We’re here to help.

How do I wash my Tsukinouveau products?

To enhance the lifespan of your clothes, it is advisable to wash them inside-out to prevent fading and overstretching. In general, you can machine wash your clothes using the gentle cycle at temperatures below 30C. However, we strongly advise against using the dryer, as it may lead to shrinking.

Are there any promotions or discounts available?

Stay informed about our frequent promotions, discounts, and exclusive offers by subscribing to our newsletter and following us on various social media platforms. Moreover, be on the lookout for limited-time sales events and holiday specials on our website to make the most of our latest deals.

What payment methods does Tsukinouveau accept?

During the checkout process, you have the flexibility to select the payment method that best suits your preferences. We accept a wide range of payment options, including credit/debit cards (Visa, Mastercard, American Express), PayPal, Apple Pay, and Google Pay. Feel free to choose the one that is most convenient for you.

How do I know my size for your products?

Our clothing brand is designed with an Asian fit, and as a general guideline, we usually recommend sizing up once for the intended fit. However, it's essential to note that each piece may vary. To discover your ideal fit, we encourage you to consult the size chart provided for all our products. This will help you find the perfect size that suits your preferences.

How do I change or cancel my order?

To request an order cancellation, kindly get in touch with us promptly by completing the contact form or sending an email to info@tsukinouveau.com. Please ensure that this is done within 48 hours of placing your order. Delaying beyond this timeframe may result in the inability to cancel your order, and a cancellation fee might be applicable. Once your order has been processed, we regret that it cannot be canceled.

Do you offer international shipping?

Indeed, we provide international shipping services to specific countries. To determine if we deliver to your location, simply input your shipping address during the checkout process. This will allow you to verify the availability of shipping to your country.

How much does shipping cost?

For standard shipping, there is a charge of $14 CAD, but it becomes free for orders over $200 CAD. Please note that our base prices are listed in Canadian dollars; however, during checkout, you have the option to pay in different currencies, and the final amount will be adjusted based on the current conversion rate.

If the shipping destination is outside of the major world countries, the shipping fee is $19 CAD. However, for orders surpassing $200 CAD, you will benefit from a discounted shipping rate.

How long does shipping take?

Typically, all orders are processed and shipped within 2-7 business days (excluding weekends), though we kindly request that you allow for up to 2 weeks. Rest assured, you will receive an email notification once your order has been dispatched. Shipping duration usually ranges from 7 to 21 days, depending on your destination, starting from the day the package is shipped out. However, please consider the possibility of customs delays, and we advise allowing up to 30 days before reaching out to us. Do note that during sales and peak seasons, these timeframes may be extended.

Should there be a shipping warning displayed on our website, shipping times may take longer than the standard estimates.

For additional information regarding shipping, we invite you to peruse our shipping policy at your convenience.

How can I track my order?

After your order has been shipped, we will provide you with a tracking number through email. This tracking number enables you to monitor the status and progress of your delivery either on our website or by utilizing the online tracking service of the shipping carrier.

What is Tsukinouveau's Return Policy?

Unfortunately, owing to the regulations set by our fulfillment center, we cannot accommodate returns or exchanges. We kindly request that you refrain from sending items back to our warehouse address, as they will be handled accordingly. While this policy might appear unusual, it aligns with the common practice among retailers in China, where exchanges are not typically permitted. For damaged, defective or any incorrect items, please refer to our Returns & Exchanges Policy for more information.