FAQ

Frequently Asked Questions

Welcome to our FAQ page! We’ve gathered the most common questions to make your shopping experience with Tula & Roo as smooth as possible. If you still need help, feel free to reach out at hello@tulaandroo.com.

✨ Ordering & Payment

Q: How can I place an order?
A: Simply browse our store, add your favourite items to the cart, and follow the checkout process. It’s quick, secure, and easy!

Q: What payment methods do you accept?
A: We accept all major credit cards, PayPal, Apple Pay, Google Pay, and Shop Pay.

Q: Can I make changes to my order after placing it?
A: We process orders quickly, but email us at hello@tulaandroo.com as soon as possible and we’ll do our best to help.

🚚 Shipping & Delivery

Q: How long does shipping take?
A: Orders typically ship within 1–12 business days. Standard delivery within Australia usually takes 3–12 business days. For more details, see our Shipping Policy.

Q: Do you offer international shipping?
A: Yes we do

Q: How can I track my order?
A: Once your order ships, you’ll receive a tracking link via email. You can also track it anytime using our Order Tracker.

🎁 Products & Custom Orders

Q: Are your products eco-friendly or safe for kids?
A: Absolutely! We carefully select every product with safety, sustainability, and style in mind.

Q: Do you offer custom or personalised items?
A: Some of our digital invitations and templates can be personalised. Check product descriptions for details.

Q: Will my digital files be editable?
A: Yes! All digital downloads come with easy-to-edit templates using Canva – no software required.

💬 Returns & Issues

Q: What’s your return policy?
A: We accept returns on faulty items within 30 days of delivery. Please refer to our Returns & Faulty Products Policy for full details.

Q: What if I receive a damaged item?
A: Oh no! Please email us within 48 hours of receiving your item, including a photo of the damage, and we’ll replace or refund it.

Q: Can I return a digital product?
A: Due to the nature of digital downloads, we do not accept returns or offer refunds on them unless the file is faulty.

🧸 General

Q: Where are you based?
A: We’re proudly based in Australia, and all of our products are lovingly curated with your family in mind.