What courier do you use for deliveries?
We use DPD to send all of our domestic & international orders. We reserve the right to use discretion in any circumstance where it makes more sense to use an alternative delivery method.
Can I track my item?
Yes. You will be sent a dispatch confirmation email as soon as your order has been processed. This email will also contain your tracking number. Please visit www.dpd.ie for all orders shipped by DPD
How do I know if my item has been dispatched?
You will receive a dispatch confirmation email once your order has been shipped. This email will also contain your tracking information.
What if I'm not home when it's delivered?
Should DPD not be able to obtain a signature at your address they will return your parcel to the nearest depot. They will leave a card detailing how to proceed with regard to re-delivery or collection. They will usually re-attempt delivery up to 3 times before returning your parcel to End. Please note, DPD have different procedures for different countries.
Can someone else sign for my delivery?
Yes, it does not have to be the addressee. The signature is electronically logged for security reasons. Any signature at the address will be accepted as proof of delivery.
Do you deliver to my country?
We deliver to all countries in Europe.
Do I have to pay Customs & import charges if I live outside of the EU?
Customs and import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. Unfortunately, we have no control over these charges, and cannot tell you what the cost might be, as customs policies and import duties vary widely from country to country. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting. The customer must take full liability for any parcels returned to us due to unpaid customs charges. Postal charges, return shipment costs, customs charges and handling fees will all be deductable from any refund due.
Is it safe to order online?
Yes, we use industry standard SSL encryption to protect your details. Potentially sensitive information such as your name, address and card details are encoded so they can only be read on the secure server. This information is authenticated to ensure it only gets sent to this secure server and is checked to make sure it has not been tampered with during transfer. Security checks are also made on all transactions, to ensure the authenticity of each card payment.
Which credit cards do you accept?
We currently accept the following credit cards on www.tuffstuff.ie – Mastercard, VISA, Maestro & Visa Debit.
Can I use a different payment method?
Yes. You can use PayPal. We do not accept cheque or store cards.
Are all of your products genuine?
Yes, we are licensed stockists for all of the products you find on our website. All brands are 100% authentic.
Do you price match?
We operate a pricing process to ensure you are receiving the very best in quality workwear at the most competive pricing possible.
Can I get more information on a product?
We do try to give you as much information as possible on all of our products, however, if you require any additional information then please email, or call our customer service team on +353(0)21 4826277, they will try to provide you with all the information you require.
I'm new, how do I order?
At tuffstuff.ie we go to great lengths to ensure your shopping experience is as easy and secure as possible. Firstly you need to register an account with us. This process is very simple and will ensure you can quickly and safely make orders. Once you have created your account you can browse the site; either using the categories or departments listed down the side, our search function, or by looking at our most recently added products. Select your size and colour, and add the item to your cart. Once you have finished shopping simply go to the checkout, choose the method of shipping you would like and continue to payment. If you are happy with the order, confirm the payment and the item(s) will be dispatched to you.
Do you offer a VAT discount to non EU customers?
Customer’s ordering from outside the EU will receive a 20% VAT discount on their order. This is applied at checkout once your delivery details are complete. To work out the price with the VAT discount applied, divide the displayed price by 1.2. Simply reducing the price by 20% does not apply as the discount is only applicable to the VAT inclusive amount.
How do I check if an item is in stock?
If an item is available to order online then this means the item is in stock. However, from time to time and particularly with some of our more popular items, due to the high rate of sales both in store and online, there may be some discrepancies. We will inform you as soon as possible, via email, if a product is out of stock.
How do I know if my order was successful?
You will receive an automated email to confirm your order has been received, and is being processed. You will receive a further dispatch confirmation email once your order has been packed and is ready to leave our warehouse.
Can I change or cancel my order?
We are able to change or cancel orders in accordance with the Distance Selling regulations. If your order has been placed, but not dispatched, we will make the change or cancellation straight away wherever possible. Please email, or call Customer Service team +353(0)21 4826277 for assistance. Please note we can make no guarantees to change orders prior to shipping but we will try our best to do so. If you have already received your goods then we are happy to cancel or make changes in accordance with the Distance Selling Regulations, and our Returns Policy. Please see our returns section for more information.
Part of my order is missing or incorrect?
If an item is missing from your order please contact our customer services team via email or phone with your order number and the name of the missing item. We will do our best to resolve this issue as quickly as we can. From time to time mistakes do happen, however, we will do our best to rectify any errors we have made. Please contact our Customer Service team via email or phone on +353(0)21 4826277 and we will rectify any mistakes as quickly as we can.
What is your online returns policy?
If you are not fully happy with the goods you have received, you can return them to us within 14 days of receipt, providing they are in original resalable condition. Once returned you will be entitled to receive an exchange or a refund, which will not include the cost of the original postage and packaging. We are not able to refund or exchange items that appear to have been worn, washed, or are not in original condition. This does not affect and is in addition to your statuatory rights as a consumer. Please enclose the completed Returns Form with your goods, and make sure all returned items are well packaged, so as not to be damaged in the post. Please ensure all return packages are sent with a trackable, insured service, as we cannot take responsibility for items damaged or lost in the return transit. For further information please visit our Returns section.