FAQ | tutaleta

Frequently Asked Questions

Can't find what you're looking for? Email us at support@tutaleta.africa and we'll get back to you within 2 business days.

Orders & Payments

What payment methods do you accept?
We accept a range of payment methods including EFT, card payments, and other options available at checkout. Payment options may vary depending on your country.

Can I change or cancel my order after placing it?
Orders can be amended or cancelled within 12 hours of placement. After that, the order may already be in processing. Contact us immediately at support@tutaleta.africa if you need to make changes.

Will I receive an order confirmation?
Yes — a confirmation email is sent automatically after your order is placed. Please check your spam/junk folder if you don't see it within a few minutes.

Shipping & Delivery

Which countries do you ship to?
We currently ship to South Africa and the Democratic Republic of Congo (DRC), with plans to expand to more African markets soon.

How long does delivery take?
Delivery times vary by destination:
- South Africa: 3–7 business days
- DRC: 7–14 business days depending on the destination city and courier availability.

How do I track my order?
Once your order is shipped, you'll receive a tracking number via email. Use it on the courier's website to follow your delivery.

Are there customs duties for DRC orders?
Cross-border shipments to the DRC may be subject to import duties and taxes levied by local authorities. These charges are the responsibility of the customer and are not included in the product price or shipping fee.

Returns & Refunds

What is your return policy?
We accept returns within 14 days of delivery for unused items in original packaging. Please visit our Return & Refund Policy page for full details.

How do I return an item if I'm in the DRC?
DRC customers must contact us first to get the details of our nearest local outlet or partner drop-off point. Do not ship items internationally without prior authorisation. See our Return Policy for step-by-step instructions.

When will I receive my refund?
Refunds are processed within 7–10 business days after we receive and inspect the returned item.

Products

Are your products genuine/authentic?
Yes. We only source and sell authentic products. If you ever receive something that appears counterfeit or not as described, contact us immediately.

Do your electronics come with warranties?
Warranty terms vary by brand and product. Any applicable manufacturer warranty information will be noted on the product page. Contact us if you need clarification before purchasing.

Are beauty products safe and certified?
We only list beauty and personal care products that meet safety standards. Product details and ingredients are listed on each product page.

Account & Privacy

Do I need an account to place an order?
No — you can check out as a guest. However, creating an account lets you track orders and manage your purchase history more easily.

How is my personal data used?
Your data is used solely to process and fulfil your orders. We do not sell your information to third parties. See our Privacy Policy for full details.