Contact Us

Thank you for visiting touco.shop. We are always happy to assist you with questions about our products, orders, payments, shipping, returns, refunds, or any other matters relating to your shopping experience.

Customer Support

For assistance, please contact us by email:

Email: info@touco.shop
Website: https://touco.shop

To help us respond efficiently, please include your full name, order number, and a clear description of your enquiry. If your enquiry concerns a damaged, defective, or incorrect item, please also attach clear photographs of the product and its packaging.

Support Hours

Our customer support team is available:

Monday to Friday: 9:00 a.m.–5:00 p.m.
Time zone: Australian Eastern Standard Time (AEST)
Closed: Weekends and Australian public holidays

We aim to respond to enquiries within 1–2 business days. Response times may be longer during public holidays, promotional periods, or periods of unusually high demand.

Order Changes and Cancellations

If you need to change or cancel an order, please contact us as soon as possible. We will make reasonable efforts to assist you, but changes or cancellations cannot be guaranteed once an order has been processed or dispatched.

Returns and Refunds

Before returning any item, please contact info@touco.shop for instructions. Please do not send a return without prior authorisation, as unauthorised returns may not be accepted or processed.

Complaints

If you are dissatisfied with a product or service, please email us with the relevant details. We will review your complaint fairly and work with you to find an appropriate solution in accordance with our store policies and applicable Australian Consumer Law.

We appreciate your interest in touco.shop and look forward to assisting you.