Answering questions about your online order.
WHAT HAPPENS ONCE I HAVE SUBMITTED MY ORDER?
After submitting your order, you will receive a confirmation e-mail that your order has been received. This e-mail will contain information about the products selected, your billing and shipping address and the payment method as indicated in your order. Please review that information for accuracy.
Once your payment has been received, your order will be processed, and you will receive a second e-mail informing you that the ordering process was successful. The production of your learning tower will then commence; we aim to deliver it to you as soon as we possibly can. The next communication from us will be an e-mail confirming that your order has been shipped. Should we find that any of your details are incorrect (incorrect postal code or any other details), we will contact you.
I HAVE A QUESTION REGARDING THE PRODUCT, WHERE CAN I GET ANSWERS?
We will be happy to answer any questions you may have regarding the learning towers, toys, materials used to produce the towers, manufacturing, or delivery.
Should you have any questions or queries, please do not hesitate to contact our customer support at: email@example.com.
I HAVE SPECIFIC REQUIREMENTS; HOW MUCH CAN I CUSTOMISE THE LEARNING TOWER?
You may select a custom type of protective grab handles made of washable fabric (this serves as a protection from the usual wear and tear those curious little teeth and soiled hands can cause). You may also customise your tower by adding your child’s name.
Further customising includes:
- Adding an abacus or chalkboard to the side panels
- Adjusting the height of the Learning tower to suit your kitchen units
- Adding vertical rails to prevent your child from climbing out
HOW DO I KNOW THAT I HAVE SUBMITTED MY ORDER CORRECTLY?
Once you submit your order, you will receive a confirmation email. Please double-check the details in the email to ensure they are correct. If you notice any discrepancies, or if you fail to receive your email order confirmation, please contact the customer service at: firstname.lastname@example.org.
DELIVERY AND SHIPPING
TO WHICH COUNTRIES DO YOU DELIVER?
We deliver to any country within Europe. However, we also process orders from the USA and some Asian countries. If you wish to have your learning tower delivered outside of the United Kingdom, please contact us at: email@example.com prior to placing your order so that we can agree to all particulars. Please ensure to include the exact delivery address in your e-mail.
IF I PLACE MY ORDER TODAY, HOW LONG DO I HAVE TO WAIT FOR MY DELIVERY?
The delivery time consists of production time and delivery time; the latter is set by the courier company. We begin the manufacturing process as soon as we have received a cleared payment. The production process takes a maximum of three (3) business days.
Please note that personalising your learning tower with add-ons will extend the time of delivery. Add-ons are: abacus (+3 business days), hanging and built-it magnetic chalkboard (+3), safety bars & step colour selection (+2), name painting (+2) and height adjustment (increase +5, decrease +3).
Subsequently, our logistics partner will receive the goods and arrange for the delivery which may take between 7-10 working days.
Alternatively, should you wish to shorten the delivery time to a few days, we are able to arrange for an express production time and offer air shipping.
DO YOU HAVE ANY STOCK READY TO SHIP IMMEDIATELY?
We manufacture all our learning towers based on individual client’s needs; therefore, we only hold a limited amount of stock of our most popular products. These are available to be shipped quickly. To purchase one of these, please select quick shipping from our express delivery selection - single tower express delivery or twin tower express delivery.
WHAT IS THE COST OF DELIVERY?
At Tukataka, you only pay for the product. After all, what you would pay for shipping cost could be used much more effectively. So, the next scoop of ice cream is on us!
WHICH CARRIERS ARE USED FOR SHIPPING MY ORDER?
We partner with UK mail.
WHAT HAPPENS IF I AM NOT AVAILABLE FOR THE DELIVERY OF MY ORDER?
You will receive a text message, or e-mail allowing you to change your delivery time. You can contact the courier and reschedule your delivery time.
IS THE LEARNING TOWER ASSEMBLED OR FLAT PACKED?
All Tukataka learning towers are delivered assembled and ready to use. You can start using the tower as soon as you have unpacked it.
HOW DO YOU PACKAGE THE LEARNING TOWERS AND OTHER PRODUCTS?
All our products are carefully wrapped to ensure that they are not damaged during transit. We use quality boxes and several layers of polystyrene. Your goods are stabilised inside the box to prevent migration and are labelled “Fragile” to prevent any damage.
WILL I BE ABLE TO TRACK MY ORDER?
Yes, you may track your order at any time. Once your order has been processed, you will receive an e-mail or SMS from the Parcelforce Worldwide, providing you with a track ID number. This will enable you to track your parcel in real-time.
I HAVE NOT RECEIVED MY ORDER. WHAT CAN I DO?
Please contact us as soon as possible using the email address: firstname.lastname@example.org. We will contact the delivery company to locate your order. We will then inform you where your parcel is, and the reason for the delayed delivery.
HOW DO I PAY FOR MY ORDER?
We are currently accepting card payments using the Stripe payment platform.
IS THIS METHOD OF PAYMENT SAFE?
Stripe is a global online payment processor that is trusted by thousands of businesses across the globe. Stripe meets the strictest security criteria.
Security at Stripe Stripe has been audited by an independent PCI Qualified Security Assessor (QSA) and is certified as a PCI Level 1 Service Provider. All transactions are protected by SSL (Secure Socket Layer) and your personal details are not accessible by a third party. The merchant does not see personal data, they are all encrypted and stored in the datacentre of the payment gateway.
ARE THE PRICES STATED FINAL?
Yes, the price shown before completing the order is final.
DO I HAVE TO REGISTER TO MAKE AN ORDER?
No, you do not. Registering is not compulsory.
CAN BUSINESSES MAKE PAYMENTS, AS WELL AS INDIVIDUALS?
Yes, businesses can make payments, too. Please contact us at: email@example.com.
WHEN AND HOW WILL I RECEIVE MY INVOICE?
You will receive your invoice in your order confirmation e-mail immediately after completing your order.
REFUNDS AND EXCHANGES
THE PRODUCT I HAVE RECEIVED IS FAULTY; WHAT SHOULD I DO?
Upon receiving your delivery, you must unpack the order and examine your product for damage. If your product is damaged, you must contact us no later than 1-2 days after the receipt of your delivery. As an additional courtesy, we notify you by e-mail to advise you to check your shipment for any damage.
We ask that you take a photograph of the packaging box, the mailing label, fragile sticker, the damage to your product and send us these photos.
Please note that we are unable to accept claims for damaged goods one week after the delivery, as the shipping company will not accept such claims.
CAN I RETURN THE PRODUCT WITHOUT PROVIDING A REASON?
Yes, you can return the standard learning tower without providing a reason within 14 days of delivery. However, this period is subject to local legislation.
Custom production and tailor-made products are non-returnable. But we believe in constructive communication. Therefore, if you are not happy with your Learning tower, and you would like to return it, please contact us by email at: firstname.lastname@example.org.
Custom production is classed when we produce a learning tower with a specific height requirement. Protective grab handles made of washable fabric, vertical safety rails, chalkboards, abacus, colour combinations or other minor adjustments are not classed as custom production.
WHAT IS THE RETURNS PROCESS WHEN NOT STATING A REASON FOR A RETURN, AND WHEN WILL I RECEIVE MY REFUND?
To return a product without stating a reason, you must contact us in writing informing us of your intent to return a product and request your refund. We guarantee to refund any item you are not completely happy with when you return it to us by post, in a saleable condition within 14 days of receipt. Items should be returned new and unused to this address:
Tukataka, spol. s r.o.
Please keep proof postage as a reference. We will examine the returned product for any damages and will notify you of the status of your refund. Refunds are generally processed within 7 days and are payable into a designated UK bank account.
DO YOU OFFER GUARANTEE?
We believe in delivering products of the highest quality and longevity. We offer extended guarantee for three (3) years for our learning towers.
MY LEARNING TOWER GOT DAMAGED; HOW DO I RETURN FAULTY GOODS?
You can submit a claim at any time during the guarantee period. Please use the claims form or contact us by email at: email@example.com. Please be as descriptive as possible and add photographic evidence which shows the fault or damage.
We will contact you and arrange a courier company to collect the faulty product free of charge. We ask that you package the tower carefully to avoid any damage and include your purchase invoice with your claim.
HOW LONG DO YOU TAKE TO PROCESS CLAIMS?
We strive to deal with any claims swiftly. In general, claims can take up to two (2) weeks from the receipt of goods to be investigated and processed. However, on occasion, these things may take slightly longer. Nonetheless, the claim investigation will take no more than 30 days.