Frequently Asked Questions

Purchase: These are pieces available for immediate ordering on the e-commerce platform. These premium pieces include artisanal adaptations made through co-creative design between Tuux and the artisans. Each piece is unique because, despite being a "fixed model" (base of the piece, colors, and defined design area), the iconography of the decoration varies in each piece, allowing for slight variations.
 
Collaboration: These are exclusive and personalized collaborations for specific project execution by linking expert artisans in the suitable technique that meets the client's needs. Examples include customized gifts, exclusive collections, etc.

The most important aspect is that by purchasing a piece, you contribute to the homage and preservation of Mexican artisanal techniques, recognizing the talent of the creators' hands and promoting fair trade. Therefore, the purchase of a piece is primarily represented by support and recognition for artisan communities in a socially responsible environment.
 
Furthermore, upon receiving a piece, it includes: 1) The physical piece; 2) a certificate of authenticity signed by the artisan with a QR code containing general information about the community and technique; and 3) an informational card.
 
The images displayed on the website show the exact piece (base), colors, and design area to remember. However, the iconography of the decorated area may vary as it is at the discretion and artistic expression of the artisan. Therefore, the figures, symbols, and other iconography will be different from the piece shown on the website. This uniqueness makes each piece distinct despite being part of the same model.

It is a card that recognizes the artisan as the creator of the piece and provides relevant information about the technique and community. The creator artisan signs the card, which contains a QR code with additional information.

All our shipments are managed by UPS. You can confirm their terms and conditions on their website.
 
The packaging fully protects the piece. At Tuux, we prioritize the empowerment of artisans and promote environmental care. Therefore, the packaging of each piece may vary depending on the resources available to the artisans at the time of shipment. The pieces travel from the artisan's home to their final destination, thus avoiding unnecessary shipments that would increase the carbon footprint.

The piece is 100% protected through UPS shipping insurance. In case of any inconvenience, it is necessary to contact us. The insurance is subject to these terms and conditions.
 
The piece has shipping insurance directly contracted with the transport company (UPS). If the piece arrives damaged, it is the customer's responsibility to follow the following steps to validate the insurance: 1) keep the piece exactly as it was received (including the packaging); 2) within a period of no more than 5 business days, send the following to hola@tuuxmexikoo.com:
1.      Purchase order;
2.     Five photographs of the piece indicating the damage;
3.     Two photographs of the packaging;
4.     One photograph of the guide.
 
Once this information is received, it is the customer's responsibility to keep the piece with the packaging, so that UPS (and/or its partners) can conduct an inspection at the delivery address.
 
After UPS validates the insurance claim, Tuux will take care of repairing or replacing the piece, for which the customer will be notified of the steps to follow.
 
It is at Tuux's discretion whether the piece will be repaired or replaced, and all communication is handled through email.

We ship to all countries. These dates are subject to any contrary indications in the product description.

A more exact date can be consulted at https://www.ups.com/mx/es/Home.page with the shipping tracking number.
*There may be delays due to carrier-related issues and/or unforeseen circumstances. Tuux is not responsible for delays caused by the carrier. https://www.ups.com/mx/es/Home.page

If the piece is subject to import taxes, the customer will be responsible for paying them at the time of delivery by the courier.
There are various factors that determine whether a piece is subject to import taxes imposed by the destination country.

It is the customer's responsibility to track the progress of the shipment, as well as address correction requests in case the courier requires it.
The courier will make 2 delivery attempts, and if unsuccessful, the piece will be returned to Tuux. In such cases, no exchanges or refunds apply. However, it is possible for the customer to request a new shipment at an additional cost, and the piece will be sent for a second time. This request must be made within a period of no more than 10 business days from the day the parcel indicates that the piece is returned (tracked on their platform) days by emailing hola@tuuxmexikoo.com. .

Returns are not accepted, only repairs or replacements in the event that the piece arrives damaged. Tuux reserves the right to decide whether the piece will be repaired or replaced.

We do not have a fixed exhibition establishment. However, we collaborate with certain brands and/or hotels to showcase exclusive pieces.
Some of these locations include Hyatt Regency CDMX, Rosewood San Miguel de Allende, The Cape Los Cabos, Villas Premier Puerto Vallart, etc. For more information, please send an email to   hola@tuuxmexikoo.com

Within the Projects section, fill out the contact form or email us at hola@tuuxmexikoo.com

Through 4 social pillars. For detailed information, please visit the Impact section. These pillars include ethical and fair businesses

• Ethical and fair businesses (promoting fair trade)
• Overcoming socio-cultural barriers (promoting recognition)
• Capacity strengthening (supporting empowerment projects)
• (promoting the preservation of techniques).

Artisans have freedom of association among themselves and with Tuux, therefore we do not have an exclusivity clause regarding their work.

They are part of our artisan community freely and independently.
We have direct contact with artisans from different techniques across Mexico. Through horizontal relationships, we co-create projects based on Tuux's 4 social pillars:

• Ethical and fair businesses (promoting fair trade)
• Overcoming socio-cultural barriers (promoting recognition)
• Capacity strengthening (supporting empowerment projects)
• Fostering a culture of cooperation (promoting the preservation of techniques)
  
  Our goal is to strengthen their business units so they can access better opportunities and create more fair trade alliances.
   
  We have the legal necessary collaboration authorizations from the artisans. All rights related to the meanings and iconography of the technique belong to the artisans of the respective community
  

You can reach us via WhatsApp at +52 55-7345-3291 or by email at hola@tuuxmexikoo.com