TUUGLOW Help Center
Find quick answers about orders, shipping, returns, jewelry care, gifting, and everyday wear. Free shipping is included on every order, with no minimum purchase. Available delivery destinations and estimated timing are confirmed at checkout. Eligible items have a 30-day return window, and support is available at contact@tuuglow.com.
Account & Login
Questions about accounts, passwords, and customer details.
Do I need to have an account to order?+
No, you can also place an order as a guest. However, having an account allows you to:
- Enjoy a faster checkout process
- Track order status and view order history
- Receive updates on new releases and promotions
What if I forgot my password?+
On the login page, click “Lost password?” to create a new password.
What if I typed the wrong email address?+
Email contact@tuuglow.com as soon as possible with your order number and the correct details. Once an order has been processed or shipped, we may not be able to change it.
Payment & Security
Information about accepted payment methods, exchange rates, and secure checkout.
Are there any exchange rates?+
All transactions are processed in US Dollars. If your card is based in another currency, your total will be calculated based on your card issuer’s daily exchange rate.
What payment methods do you accept?+
TUUGLOW accepts major credit cards, PayPal, and other payment options shown at checkout.
Available payment methods can vary by market, card issuer, and checkout settings.
How secure is my online order?+
All transactions are SSL-encrypted. TUUGLOW does not store your credit card information on our servers.
Orders & Changes
Help with order updates, cancellations, discount codes, and missing items.
How do I change or cancel my order?+
Email contact@tuuglow.com as soon as possible if you need to change or cancel an order. If the order has not been processed or shipped, we will help update it where possible. Once packed or shipped, it cannot be changed.
Can I use multiple discount codes in one order?+
No, only one code can be used per order unless stated otherwise.
What if I have missing items in my order?+
Email contact@tuuglow.com immediately with your order number and a photo of the package contents if any items are missing.
When will my order be processed?+
Orders are processed Monday to Friday, excluding weekends and holidays, and usually ship within 1-2 business days.
Shipping & Delivery
Details about shipping address, tracking, delivery timing, customs, and taxes.
How do I set or change my shipping address?+
Please make sure your shipping information is complete and accurate before checkout. Once an order is processed or shipped, the address may not be changed.
When will my order arrive?+
Free shipping is included on every order, with no minimum purchase. Orders are normally processed in 1–2 business days; available destinations and estimated delivery timing are confirmed at checkout. Tracking will be emailed after dispatch.
How do I track my order?+
Tracking information will be emailed after shipment. Typically, you’ll receive it one day after dispatch.
Will I be charged customs or taxes?+
Taxes, duties, or import charges may be assessed according to the destination and the amounts shown at checkout. Customers are responsible for charges not collected at checkout unless the order page states otherwise.
Returns & Refunds
Return requests, one-year warranty support, damaged items, processing, and refunds.
How do I return an item?+
Contact contact@tuuglow.com within 30 days of delivery with your order number, the item, and the reason for your request. We review each case and confirm the available options and any return instructions before anything is sent back. Please do not send an item without prior confirmation.
What if the item(s) I received are defective, incorrect, or damaged?+
Email contact@tuuglow.com as soon as possible and within 30 days of delivery with your order number, item photos, and details. We will help resolve the issue promptly.
How long is the returns process?+
After a returned item is received and inspected, approved refunds are issued to the original payment method within 7–10 business days. TUUGLOW will email confirmation once processed.
When will I receive my refund?+
After an approved return is received and inspected, the refund is issued to the original payment method within 7–10 business days. Banks and payment providers may need additional time to post the funds.
What is the warranty period?+
The warranty period is one year from delivery. Contact contact@tuuglow.com with your order number, a description of the issue, and clear photos. We will review the circumstances and confirm the available resolution and any instructions for the specific case.
Jewelry Care & Materials
Clear answers about product-specific materials, finishes, and item-specific care.
What does 18K gold plating mean?+
Some TUUGLOW pieces have an 18K gold-plated finish over the base material identified on the product page. Materials and finishes vary by design, so please review each product's Materials & Details section before ordering.
Do you publish testing or compliance certificates?+
Our manufacturing partners maintain their own testing or specification documents for applicable materials and processes. Those documents are not issued to TUUGLOW, so we do not present or publish them as TUUGLOW certifications. Our public claims are limited to the item-specific materials, finishes, and care information shown on each product page. Contact us if you need clarification before ordering.
What materials does TUUGLOW use?+
All brooches and four copper-alloy earring styles—Lehti (ER-001-A), Hohto (ER-002-A), Tähti (ER-003-A), and Virta (ER-004-A)—use a copper-alloy base. All other jewelry uses stainless steel. Product pages identify the finish and any component-specific materials separately.
How should I protect TUUGLOW jewelry from moisture?+
Except for brooches, TUUGLOW jewelry is suitable for showering, swimming, and workouts. After exposure to water, sweat, chlorine, or salt water, dry it thoroughly with a soft cloth. Brooches should be removed first because their intricate recessed details are difficult to dry completely.
Are TUUGLOW materials skin-friendly?+
Materials vary by product and individual sensitivity varies by person. Review the exact material details on each product page before ordering, particularly if you have known metal sensitivities. TUUGLOW does not make a universal allergy-proof claim.
How should I care for TUUGLOW jewelry?+
Except for brooches, TUUGLOW jewelry may be worn while showering, swimming, or exercising. Dry it thoroughly after exposure to water or sweat, avoid harsh chemicals and abrasive cleaners, and store it separately when dry. Remove brooches first.
Still have questions?
Email contact@tuuglow.com with your order number, email address, and a brief description of your issue. We will do our best to help as quickly as possible.