Frecuently Asked Questions

PAGOS

What payment methods do we have?

Visa, Paypal, Mastercard and Bizum.

ORDERS

How do I place an order on the website?
  • First you will need to find the products you wish to order. Use the navigation to navigate to the correct category.
  • Once you are in the correct category, you can click on the product you want to get to the product page.
  • On the product page you will find the product name, description, price and images of the product. You will also find a link to a size guide. Choose your preferred colour and size and click on add to basket.
  • Once you click on add to basket, a mini pop-up window will appear telling you what you have added to your basket. In the mini pop-up window you can also choose whether you want to continue shopping or go to the checkout. If you want to buy more products close the cart tab. If you want to proceed to checkout and purchase the products, click on "Checkout".
  • In the checkout process you must fill in your name, your address, your preferred payment and shipping method. You can create a user account and become a member of the Tuxe Lover Member Club and get many optional benefits and offers. If you do not wish to create an account, you can continue shopping as a guest. Once you have completed all the steps you can finalise your order. You have now completed your order and will receive an order confirmation email. 
Do discounts and prices vary on the website and in-store?

Do discounts and prices vary on the website and in-store?

Can two orders be combined together?

Can two orders be combined together?

How can I apply a discount code to my order?

Discount codes can be applied in the "Promotional Code" section of the shopping cart when placing your order. Some coupons cannot be combined with other coupons or other discounts.

To which countries are orders shipped?

We ship orders worldwide.

Can I change my order after I have placed it?

Can I change my order after I have placed it?

What can I do if I have placed an order with the wrong delivery address?

If the order has not yet been shipped, we can still change the delivery address. Please contact customer service via e-mail at pedidos@tuxelife.com. NOTE: We aim to prepare all orders as soon as possible, so we recommend that you contact customer service as soon as possible.

What size should I order?

For most products there is a size guide. You will find the link to the size guide on the product page. If you are still unsure, please do not hesitate to contact us.

SHIPMENTS

Can I pick up my online order at the physical shop?

Yes, the "Pick up in shop" option will be enabled for orders placed from the peninsula.

Can I receive my order by next week?

It depends on when you place your order and what products you have in your shopping basket. The estimated delivery date is always shown in the checkout process and on the product page. Many brands have a longer lead time, which makes delivery a little slower, while some products are in stock at our facilities so they can be delivered very quickly. Feel free to check the estimated time of availability of each product and combination on the product page.

What is the difference between "In stock" and "Available in X days"?

Within our website we have two product behaviours:

  • In stock: those products that are available in our warehouses ready to be shipped.
  • Available in X days: those products that are not in our facilities, referring to the waiting time to receive those products in our facilities.

The transport time must be added to the estimated time to receive the shipment. Example: order placed for 1 item, which will be available in 15 days. If we have chosen a 24-48h transport, we must add the whole process together. The 15 days to receive it in our facilities and 1-2 days of transport to the shipping address indicated in the order, estimated delivery time 16-18 days.

What is the estimated delivery time of the transport?

The delivery time will depend on the transport company chosen and the availability of the products in the order at our facilities. You will be informed of waiting times at all times, both on the product page and in the basket. Products subject to embroidery personalisation will have a lead time of 10-15 days.

SHIPPING PRICES AND FREE SHIPPING

Shipping Spain and Portugal
  • Spain + Portugal: 5€ for orders under 50€. For orders over 50€ the shipping will be free up to a maximum weight of 5kg or volumetric (if the weight exceeds 5kg we will ask the customer to pay the difference before proceeding with the shipment of the order).
  • Balearic Islands + Canary Islands: 10€ for orders under 150€. For orders over 150 € will be free up to a maximum of 2kg weight or volumetric (if the weight exceeds 2kg we will ask the customer to pay the difference before proceeding with the shipment of the order)
International Shipments
  • Zone A: €18 for orders under €200. For orders over 200€ it will be free up to a maximum of 3kg weight or volumetric (if the weight exceeds 3kg we will ask the customer to pay the difference before proceeding with the shipment of the order).
  • Zone B: €18 for orders under €200. For orders over 200€ it will be free up to a maximum of 3kg weight or volumetric (if the weight exceeds 3kg we will ask the customer to pay the difference before proceeding with the shipment of the order).
  • Zone C: €39 for orders under €350. For orders over 350€ it will be free up to a maximum of 2kg weight or volumetric (if the weight exceeds 2kg we will ask the customer to pay the difference before shipping the order).
  • Zone D: €39 for orders under €350. For orders over 350€ it will be free up to a maximum of 2kg weight or volumetric (if the weight exceeds 2kg we will ask the customer to pay the difference before shipping the order).
  • Zone E: €39 for orders under €350. For orders over 350€ it will be free up to a maximum of 2kg weight or volumetric (if the weight exceeds 2kg we will ask the customer to pay the difference before shipping the order).

WEBSITE RETURNS

How do I return my order or part of my order?

You have a period of 4 weeks from the delivery of the order to request the return of products. You can send your order to the following delivery address:

CONTACT: Tuxe Life S.L..

ADDRESS: Plaza Santa Gema nº1 Bajo. PC: 15174. CITY: Fonteculler – Culleredo (A Coruña). COUNTRY: SPAIN

If you want to return an item, please follow these steps:

1. Fill in the form on the back of the invoice.

2. Prepare the package and choose the method of transport:

- Tuxe Life: will send your usual carrier to make the return (in this case, the difference of the amount to be returned minus the cost of transport will be paid), the costs of the return are: 5 € Peninsula and Rest of destination (cost to consult). Send an email to pedidos@tuxelife.com to request the collection of the package indicating:

  • Invoice no., Order no.
  • Contact person
  • Collection address
  • Postal Code
  • Contact telephone number

- The customer can ship the package at their own risk with a different method or carrier. Be sure to request a tracking number for your return package to ensure that it arrives safely at our facility.

3. Send the article

4. Once we have received the items we will check their condition and proceed to pay the amount. The payment period is 10-15 days. The payment will be made by the same payment method used to purchase the order.

Any product whose variations do not fall within the standard will not be returned. Products not subject to return will be indicated in the product description.

Tuxe Life reserves the right to refuse returns sent or communicated after the deadline, or items that are not in the same condition in which they were delivered.

What do I do if the items I have received are incorrect or damaged?

You must contact Tuxe Life by sending an email to pedidos@tuxelife.com.

If the product sent is not correct due to an error on our part or is damaged, Tuxe Life will bear the cost of transport arising from the return or exchange of the product.

Can I return or exchange the products of my web order in the physical shop?

No, orders placed on the website cannot be returned to the physical shop.

I have returned products from my online order. How do I get my money back?

The money is refunded by the same payment method used for the purchase within 10-15 days.

SALE CONDITIONS

Progressive Sales

The Tuxe Life sales are applied with 20%, 30% and 50% discount in a progressive way, that is to say, the product with the highest price has 20%, the second 30% and the product with the lowest price has 50%. So on and so forth with all discounted products.

SALES FROM 1 TO 31 JULY.

THE MINIMUM ORDER TO GET FREE SHIPPING MAY BE SUBJECT TO CHANGE.

Excepcions

*Promotion not valid on New Season, Horse Feeds & Suplements, Outlet, Hit-Air, Alfako, Kentucky, Fair Play, DeNiro, Kingsland Classic, selected products from Cavalleria Toscana, Tuxe Clubs and Embroidery.

*Flex-On and Prestige at 10%.

*Samshield, KASK, Freejump, Cleaning & Healthy Care and Stable & Paddock at 20%.

*Applies to products in stock (in physical shop).

*Cannot be combined with other discounts or already discounted items.

Returns

During the Progressive Sales period, returns will be made in the following way; once we have checked that the product to be returned is in perfect condition, we will proceed to return it. To do so, the original ticket will be cancelled and the new ticket will be recalculated, the difference between the two tickets will be the amount to be returned.

Shipping preices and free shipping in Sale

Shipping Spain and Portugal

  • Spain + Portugal: 5€ for orders under 100€. For orders over 100€ the shipping will be free up to a maximum weight of 5kg or volumetric (if the weight exceeds 5kg we will ask the customer to pay the difference before proceeding with the shipment of the order).
  • Balearic Islands + Canary Islands: 10€ for orders under 250€. For orders over 250 € will be free up to a maximum of 2kg weight or volumetric (if the weight exceeds 2kg we will ask the customer to pay the difference before proceeding with the shipment of the order)

International Shipments

  • Zone A: €18 for orders under €350. For orders over 350€ it will be free up to a maximum of 3kg weight or volumetric (if the weight exceeds 3kg we will ask the customer to pay the difference before proceeding with the shipment of the order).
  • Zone B: €18 for orders under €350. For orders over 350€ it will be free up to a maximum of 3kg weight or volumetric (if the weight exceeds 3kg we will ask the customer to pay the difference before proceeding with the shipment of the order).
  • Zone C: €39 for orders under €450. For orders over 450€ it will be free up to a maximum of 2kg weight or volumetric (if the weight exceeds 2kg we will ask the customer to pay the difference before shipping the order).
  • Zone D: €39 for orders under €450. For orders over 450€ it will be free up to a maximum of 2kg weight or volumetric (if the weight exceeds 2kg we will ask the customer to pay the difference before shipping the order).
  • Zone E: €39 for orders under €450. For orders over 450€ it will be free up to a maximum of 2kg weight or volumetric (if the weight exceeds 2kg we will ask the customer to pay the difference before shipping the order).

TUXE LOVER MEMBER CLUB

What is the Tuxe Lover Member Club?

It is a points programme in which you will have access to discounts, benefits and exclusive gifts. Each customer has a points history which reflects the purchases made during the last twelve months. The points will be accumulated and can be exchanged for multiple rewards. All these rewards will be assigned according to the number of points earned.

What is the Tuxe Lover Member Card?

This is the card you create when you register for an account. This card will be linked to a totally unique email address and associated with a points history.

What are the Tuxe Points?

Tuxe Points are the points you earn in your loyalty programme as you make purchases.

1€=1 Tuxe Points.

These points can be redeemed for multiple offers, discounts, surprises, gifts or amazing experiences.

How do I accumulate Tuxe Points?

You will earn Tuxe Points by:

  • Shopping at Tuxe Life
  • Social Media Interactions
  • Birthday Celebrations
  • Registering for the Tuxe Lover Member Club programme
  • Sharing Referrals

In the control panel at the bottom left of your computer or mobile device screen you will find different ways to accumulate and earn Tuxe Points.

Do the Tuxe Points have an expiry date?

Please note that points generated from purchases expire 12 months from the date of purchase. After 12 months, Tuxe Life reserves the right to remove these points from the customer's account.

Example: if I have made a purchase where I have earned 100 Tuxe Points, those 100 Tuxe Points will expire after 12 months if they have not been redeemed before.

Where can I see the rewards for redeeming my Tuxe Points?

In the control panel at the bottom left of your computer or mobile device screen you will find in the "My Rewards" and "Ways to Redeem" sections the different ways to redeem your Tuxe Points. Each reward will have a certain value of Tuxe Points which will be automatically deducted from the points counter when it is redeemed.

Can I redeem my points on a purchase in the physical shop?

All the advantages of the card are applicable to purchases in the physical shop Tuxe Life, not being cumulative with other promotions unless so indicated at the time of validity of the same. They can never be exchanged for cash.

Where can I find more information about the card?

To find out all about the Tuxe Lover Member Club click aquí.

Where can I register for the Tuxe Lover Member Club?

You can register here

How do I cancel my subscription?

To cancel your subscription, please contact Customer Services.

EMBROIDERY AND CUSTOMISATION

Can I embroider items from my orders?

Yes, in our "Equestrian Embroidery" section you can find the various items that can be personalised. 

How can I personalise an item?

On the product page you will find a button that says "Customisation".

Click on it and you will be redirected to the customisation section. You can choose to personalise your product with:

  • A logo: attach the image
  • A sentence: write what you want to embroider, choose the colour and the font you would like to use.

Once you have selected what you want to embroider, it will indicate the area in which each product can be personalised and embroidered.

Fill in all the steps indicated and save your changes - that's it! Your personalisation is ready to embroider

What is the delivery time for personalisation products?

Those products with personalisation have a delivery time of 10-15 days, as long as the product is in stock at our facilities.

Can I only customise products that are on the website?

No.

If you want to personalise and embroider your equipment or articles, please contact our embroidery workshop via:

  • E-mail: tuxe.bordado@gmail.com

We will be happy to realise your ideas! 

CONTACT

¿Cómo puedes contactar con nosotros?

If you have any questions during the purchase process or about these terms and conditions of sale, please contact Tuxe Life :

  • Opening hours: Monday-Friday from 10:30 a.m-01:30 p.m and 05:00 p.m-08:30 p.m and Saturday from 10:30-13:30 in our shop located in Plaza Santa Gema n1 Bajo Fonteculer-Culleredo, A Coruña CP:15174.
  • Customer service telephone number: +34 981 110 541
  • E-mail: pedidos@tuxelife.com

You can also contact us through the Whatsapp platform that is available on our website

DATA MANAGEMENT

Data Protection Policy

You can consult our data protection policy and see how your data will be handled here 

INFORMACIÓN Y DUDAS

Para cualquier duda que surja durante su proceso de compra o sobre estos términos y condiciones de venta, puede ponerse en contacto con Tuxe Life :

  • Horario de atención al público: Lunes-Viernes de 10:30-13:30 y de 17:00-20:30 y Sábados de 10:30-13:30.
  • Teléfono de atención al público: +34 981 110 541
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