Tu Cereza UK | Support Page

Need Help? We’ve Got You Covered

At Tu Cereza UK, we’re committed to providing the best customer experience. Whether you need help tracking an order, troubleshooting a technical issue, or have questions about returns, this page is your go-to resource.


Order & Shipping Support

📦 How to Track Your Order
Once your order is dispatched, you will receive an email with a tracking number. Use this number to track your package through our courier partner’s website.

If you did not receive a tracking number, check your spam folder or contact us at support@tucereza.com.

🚚 Shipping Times for UK & International Orders

  • Standard Shipping (UK): 3-4 business days
  • Express Shipping (UK): 2 business days
  • International Shipping: 7-10 business days (subject to customs regulations)

If your package is delayed, please allow an extra 48 hours before reaching out.


Returns & Refunds

How to Return a Product If you are not satisfied with your purchase, you can return it under the following conditions:

  • The item must be unopened and in its original packaging.
  • Returns must be requested within 14 days of receiving your order.
  • Customers are responsible for return shipping costs.

To start a return, email support@tucereza.com with your order number and reason for return.

Refund Policy

  • Refunds are processed 3-4 business days after receiving the returned item.
  • Shipping costs are non-refundable.
  • If the product is defective or damaged upon arrival, we will cover the return shipping costs and issue a full refund.

Technical Issues & Troubleshooting

Common Issues & Fixes Having trouble placing an order or navigating our website? Try these steps before contacting support:

  1. Clear your browser cache and refresh the page.
  2. Check your internet connection.
  3. Try a different browser (Chrome, Safari, Edge, or Firefox).
  4. If a payment issue occurs, verify if funds were deducted. If yes, send us a screenshot showing Tu Cereza as the recipient.
  5. Restart your device and attempt the process again.

If the issue persists, email support@tucereza.com with details of the problem.

Beauty in Every Step.

Live Chat & Customer Support

💬 Live Chat (Recommended for quick questions)

  • Available Monday – Friday: 6 AM – 4 PM GMT
  • Best for: Order status, product recommendations, and general inquiries.

📧 Email Support: support@tucereza.com

  • Best for: Returns, refunds, technical issues, and detailed product inquiries.
  • Response time: 12-24 hours.

For wholesale or business-related inquiries, please visit our Contact Page

Refund Policy

Refund Policy

Refunds are processed within 3-4 business days after we receive and inspect the returned item.

Shipping costs are non-refundable.

If the product is defective or incorrect, we will cover the return shipping costs and issue a full refund.

For any further questions, visit our Support Page or contact us via live chat during our support hours.