Frequently asked questions
My account
To create an account, click the "LOG IN" icon in the top right corner of the website. Below the login form, you’ll find a "CREATE AN ACCOUNT" button. In the window that appears, enter your email address — we’ll send you an activation link. Make sure to check the required consents. After logging into your email, you’ll find a message from our brand. Follow the instructions in the email to access a page where you can provide all the necessary details.
Creating an account comes with a range of benefits that make shopping at TATUUM even more convenient and enjoyable. With an account, you can:
-access your transaction history and completed orders,
-save delivery addresses and invoice details to speed up future purchases,
-track your orders,
-create a wishlist (adding a product does not reserve it),
-send private inquiries to our Customer Service,
-easily request returns for your orders.
If you join the TATUUM TUUGETHER loyalty program, you’ll also be able to check the validity of your gift vouchers and view your loyalty points balance.
Most of your details can be added or updated after logging in to the "MY ACCOUNT" section. You can also send any updates or changes by email to [email protected]. Please note that it's not possible to change the email address linked to your account. If you’re no longer able to access that email for any reason, please contact our Customer Service team.
If you’ve forgotten your account password, click the "LOG IN" icon in the top right corner of the website. There, you’ll see a "Forgot your password?" message — click the link to enter the email address you used when registering. We’ll send you an email with a link that will allow you to create a new password.
Our online store is compatible with the most popular web browsers, including Microsoft Edge, Google Chrome, and Mozilla Firefox — no additional software is required.
The most common reason for login issues is entering an incorrect login (email address used during registration) or password. If resetting your password using the "Forgot your password?" option doesn’t solve the problem, please contact our Customer Service team for assistance.
To delete your account, please contact our Customer Service at [email protected].
Payment
To ensure your shopping experience is completely secure, we encourage caution and attentiveness during transactions. We have received reports of fake websites impersonating the TATUUM store. The only official online store of our brand is www.tatuum.com. Our products are also available at www.zalando.pl and www.aboutyou.pl. Please avoid using websites that misuse our brand name, product photos, or try to impersonate TATUUM. If you come across a suspicious site, please report it to us at [email protected].
Gift cards can only be used for purchases made in physical TATUUM stores.
The payment method is selected during checkout. If you wish to pay upon delivery, we recommend choosing the "cash on delivery" option. In this case, you can pay the courier either in cash or by card.
You have 24 hours to complete the payment. Otherwise, your order will be automatically canceled by our system. To make the payment, please use the link provided in the order confirmation email.
If you choose InPost Parcel Locker (Paczkomat®) as your delivery method, please note that online prepayment is required to complete your order.
You can pay for your order using Blik, Przelewy24, PayU, PayPo, or by cash on delivery (available only for home delivery). Online payments are processed through the provider’s website — during checkout, you’ll be redirected to a secure payment page. PayPo also offers the option of deferred payment.
If you choose in-store pickup as your delivery method, online prepayment is required to complete your order.
You can pay for your order using one of the following methods:
Cash on delivery
BLIK
PayU
Przelewy24
PayPo
Przelewy24 offers several payment options:
BLIK
Payment card (debit/credit)
Online banking services (e.g. PKO, Millennium, Alior Bank), where you can log in to your account to complete the payment
Please note that it’s not possible to pay for the order at the in-store checkout — this applies to both cash and card transactions. If you choose the "cash on delivery" option, your order will be processed immediately. For other payment methods, you have 24 hours to complete the payment via the link sent to your email address.
Orders
To ensure your shopping experience is completely secure, we encourage caution and attentiveness during transactions. We have received reports of fake websites impersonating the TATUUM store. The only official online store of our brand is www.tatuum.com. Our products are also available at www.zalando.pl and www.aboutyou.pl. Please avoid using websites that misuse our brand name, product photos, or try to impersonate TATUUM. If you come across a suspicious site, please report it to us at [email protected].
To place an order, add the products you wish to buy to your cart — you can do this by selecting a size directly from the category view or by opening the product page, choosing your size, and clicking "Add to cart." Once you've added all desired items, click the cart icon in the top right corner of the website. On the next page, you can review your cart, enter discount or gift codes, and view the total order cost. If everything is correct, click "KEEP GOING." You’ll then enter your details, choose the delivery method, select a payment option, and confirm your order. If you encounter any difficulties during the ordering process, our Customer Service team will be happy to assist you. You can contact our consultants by phone from Monday to Friday, between 8:00 AM and 5:00 PM, at +48 42 237 21 91.
Adding items to your cart does not reserve them. A product is only reserved once an order is placed and successfully registered in our system. There is no other way to reserve a product.
If the product you're interested in is unavailable in your preferred size or color during your visit to a TATUUM store, simply ask one of our Sales Assistants — we’ll be happy to place an online order for you! You can choose to have the product delivered to the store of your choice or directly to your specified address.
Yes, you can place an order without registering an account in our online store. However, not creating an account means missing out on several benefits, such as viewing your order history, saving delivery details, and accessing special offers for regular customers.
You will receive an order confirmation email once the checkout process is complete.
You can complete the payment within 24 hours by clicking the payment link included in the confirmation email you received after placing your order.
If you have a customer account, you can check the current status of your order in the "My Account" section. Additionally, on the day your order is shipped, you will receive an email with the sales documents and the tracking number.
You can cancel your order only before the items are prepared for shipment in our warehouse. Once the order has been processed, cancellation is no longer possible. To cancel an order, please send a request via the contact form or email us at [email protected], including your order number. You can also contact our Customer Service team by phone.
You can modify your order only before the items are prepared for shipment in our warehouse. Please contact our Customer Service team — they will check the current status of your order and confirm whether changes, such as updating the delivery address or product size, are still possible. Once an order has been placed, it is not possible to:
change the payment method,
add more items to the order,
exchange the ordered product for a different model.
Order processing takes up to 7 business days from the moment the order is confirmed. In some cases, this period may be extended to 10 days.
If your order does not match the details confirmed during purchase — for example, you receive a damaged or incorrect item, or the order is incomplete — please contact our Customer Service team immediately. You can reach us via the contact form at the bottom of the homepage in the “Contact – Write to us” section, or by phone at +48 42 237 21 91.
If you wish to cancel the in-store pickup of your order, please inform our Customer Service team or contact the specific store directly. The refund will be issued to the same account or card used for payment. You will receive the funds within 14 days from the date of cancellation.
An invoice is issued for every order and will be sent to you by email. If you would like to receive a paper version, please let us know while placing your order by leaving a note in the "Order comment" field.
Yes, each time you place an order, you can provide a different shipping address, as long as it is valid for the selected delivery country. If you wish to edit your saved delivery addresses, log in to your account and make the changes in the "Shipping Addresses" section.
You have 24 hours to complete the payment. Otherwise, your order will be automatically canceled by our system. To make the payment, please use the link provided in the order confirmation email.
Delivery
All available delivery methods and their prices are displayed in the cart during the checkout process. If you’d like to check them in advance, please visit the Delivery section at the bottom of our website.
Yes. You can select the delivery country from the menu at the bottom of the website. Clicking on the country name will open a special window displaying the full list of countries we ship to.
If the package is damaged or its contents do not match your order, there are two ways to handle the issue: you can refuse to accept the shipment and fill out a damage report in the presence of the courier, or — if the damage is discovered after delivery — contact our Customer Service team immediately.
Couriers are not required to call the recipient before delivery, although many of them choose to do so. If it is particularly important for you to contact the courier, we recommend reaching out to the courier company's helpline. Once your package has been dispatched from our warehouse, you will receive an email with the shipment tracking number.
Yes. Once your order leaves the warehouse, the tracking function is activated. You will receive an email with a link that allows you to check the current location of your package. Important: The tracking feature is not active immediately. It usually takes about 12 hours after dispatch for the tracking link to become functional.
Yes. While placing your order, select the "in-store pickup" option and choose the store where you’d like to collect your package. Please note that this option requires you to complete the payment during checkout on our website.
Once your order is delivered to the store, the system will generate a notification with a pickup PIN code. This will be sent to you via SMS or email.
Your order will be held at the TATUUM store for 10 days from the moment it is delivered. After this period, the package will be returned to the online store's warehouse, the order will be canceled, and the payment will be refunded to you in accordance with the order cancellation procedure.
Returns and exchange
You can return your order within 30 days from the date you received the shipment.
You can exchange the purchased item for a different size at any TATUUM store in Poland. Please note that the online store does not offer exchanges. To complete the exchange, you’ll need to present the invoice (a digital version is acceptable).
Regardless of the return method you choose, please start by registering your return. If you have an account in our online store, you can register the return in the "My Orders" section by clicking "See details." If you made your purchase as a guest, click HERE.
You can return the products at your own expense to the following warehouse address:
KAN Sp. o.o.,
Panattoni Appliance Park
ul. Jędrzejowska 85
93-636 Łódź.
You can also return your parcel using the Wygodne Zwroty service by clicking HERE. Be sure to include the ORDER NUMBER related to the return in your package.
Alternatively, you can return items free of charge to any TATUUM store in Poland. Please have your ORDER NUMBER ready for the return. You can find a list of stores HERE.
The refund will be issued promptly, no later than 14 calendar days from the day we receive your statement of withdrawal from the contract.
We may withhold the refund until we receive the returned product or proof of its shipment — whichever occurs first.
The refund will be issued using the same payment method that was used when placing the order.
Whether you plan to return your order in-store or send it back to the warehouse, please start by registering your return.
If you have an account in our online store, you can register the return in the "My Orders" section by clicking "See details."
If you made your purchase as a guest, click HERE and fill in the required information. After completing the form, you’ll receive a return confirmation at the email address you provided.
Yes. You can return your parcel at a favorable price through the Wygodne Zwroty service by clicking HERE.
You can also return your order directly via InPost. To do so, go to inpost.pl/SzybkieNadania, select the option PARCEL LOCKER > HOME, and enter the address of the TATUUM warehouse.
Yes, you can. Please pack each return separately — for example, in paper bags — and attach a note with the corresponding order number to each one. Place all returns into a single parcel. If you’re using our original packaging, remember to remove the old shipping label.
Complaints
All products purchased in the store are covered by a 2-year warranty for defects that make the item non-compliant with the purchase agreement, starting from the date of purchase.
You can file a complaint in person at any TATUUM store or send it to the following warehouse address:
KAN Sp. z o.o.
Panattoni Appliance Park
ul. Jędrzejowska 85
93-636 Łódź
Your complaint should include: the order number (or other details that allow us to identify it), your contact information so we can respond to the complaint, a description of the issue that is the basis for the complaint.
Complaint form
Complaints are typically reviewed within 14 days.
Once your complaint has been reviewed, you will be notified of the outcome by email.
Discount Codes
Promotional discount codes cannot be combined. When placing an order, please choose the code that offers you the best deal.
If your discount code isn’t working, make sure it hasn’t expired and that it applies to the items in your cart. Personalized discount codes and vouchers require you to be logged into your customer account. If the problem persists, check that the code was entered correctly — ensure there are no missing spaces, special characters, or letters. If the code still doesn’t work, please contact our Customer Service team for assistance.
You can check the expiration date of your personal discount code by logging into your customer account and going to the "Discount Codes" section. The validity period of promotional codes is specified in the promotion terms and conditions available on our website.
To use your individual voucher, log in to the customer account it is assigned to, then enter the voucher code in the "coupon code" field in the cart. The terms and conditions for using the voucher are available in the Tatuum Tuugether program regulations.
Gift cards can only be used for purchases made in physical TATUUM stores.
TATUUM TUUGETHER Club
Membership in the Tatuum Tuugether Club comes with a range of privileges for our loyal customers. Upon joining, you’ll receive a welcome voucher worth 50 PLN. Every purchase earns you points that bring you closer to receiving a loyalty voucher. On your birthday, you’ll receive a special 15% discount voucher. Additionally, club members are the first to receive information about current promotions — including exclusive offers available only to members.
Before using your discount voucher, please make sure that:
you are logged into your account on the online store when placing the order,
you are eligible for the membership discount in the Tatuum Tuugether loyalty program,
the voucher is still valid,
the items in your cart meet the conditions assigned to the voucher, as stated in the promotion's terms and conditions.
To join the Tatuum Tuugether Club, simply ask a sales assistant at any Tatuum store for a registration form. You’ll be able to start enjoying the benefits right from your first purchase. If you prefer to sign up online, log in to your customer profile and go to the "Account Information" section. There, check the option "I want to join the TATUUM TUUGETHER Club and I accept its Regulations". From that moment, you’ll be a member of the program and can start using its benefits.
You can update your card details during a visit to any TATUUM store or by sending a request via email to [email protected].
To use discount vouchers generated on your Tatuum Tuugether Club card, your card must be linked to your online store account. Our Customer Service team will be happy to assist you with linking your card to your account.
To have points from online purchases credited to your Tatuum Tuugether Club card, the card must be linked to your online store account.
To link your loyalty card to your online store account, make sure that both the card and the account are registered under the same email address. When you select the option to join the loyalty program in your customer profile, the points you’ve already collected will automatically be assigned to your online account.
All points for purchases made in Tatuum stores using a Tatuum Tuugether Club card are credited within 35 days from the purchase date. Points for online store purchases (with proper login) are added automatically but may take up to 35 days to appear in your account. If you still don’t see your points after 35 days, please contact our online store Customer Service team.
Each Tatuum Tuugether Club account must be registered with a unique email address and phone number. Loyalty program cards are valid only in the country in which they were originally issued.
Product
Prices in the online store and regular Tatuum stores are the same. However, temporary promotions available online and in physical stores may vary.
Each product page includes a size chart — just click on the "product measurements" option. When choosing a model, refer to the measurements provided there. To determine the correct size, measure yourself and compare your measurements with the size chart. If you’d like to know the exact measurements of a specific product, use the "ask about the product" option. A consultant will measure the item and send the information to the email address you provide.
If you’d like to save products you like, create an account and enjoy access to your wishlist. Please note that adding a product to your wishlist does not reserve it.
Yes, a product may become available again on the website — it could be restocked or returned by another customer. If you're interested in purchasing an item that is currently unavailable, you can use the "Notify about availability" option. Select the size and enter your email address, and we’ll notify you as soon as the item is back in stock. This notification option is only available for sizes that are currently out of stock (marked in gray).
Yes. To check product availability in a store, select your desired size and then click the "check availability in the store" option. A window will appear showing all locations where the item is currently available.
Yes. On each product page, you’ll find a "product measurements" button that opens a chart with flat measurements of the item. If you need precise measurements for a specific model, you can use the "ask about the product" option located below the product description.
If you’d like detailed information about a product’s measurements, use the "ask about the product" option or contact our Customer Service team. Our consultants will be happy to help you choose the perfect fit.
Gift cards can only be purchased in our physical stores. They can also only be redeemed in-store.
Physical stores
Yes. When placing your order, select the "in-store pickup" option and choose the store where you would like to collect your package. To use this option, you must complete the payment during checkout on the website.
No. If you choose in-store pickup as your delivery method, online prepayment is required to complete your order.
Once your order is delivered to the store, the system will generate a notification with a pickup PIN code. This will be sent to you via SMS or email.
If you wish to cancel the in-store pickup of your order, please inform our Customer Service team or contact the specific store directly. The refund will be issued to the same account or card used for the original payment. You will receive the funds within 14 days from the date of cancellation.
Yes, you can return ordered products free of charge at any TATUUM store in Poland.
Technical Issues
You can complete the payment within 24 hours by clicking the payment link included in the confirmation email you received after placing your order.
The most common reason for login issues is entering an incorrect login (the email address used during registration) or password. If resetting your password using the "Forgot your password?" option doesn’t resolve the issue, please contact our Customer Service team for further assistance.
Our online store is compatible with the most popular web browsers: Microsoft Edge, Microsoft Internet Explorer 10 and later, Google Chrome 23 and later, and Mozilla Firefox 16 and later — no additional software is required.
To use discount vouchers generated on your Tatuum Tuugether card, your card must be linked to your online store account. Our Customer Service team can assist you with linking your card to your account.
To earn points for online purchases on your Tatuum Tuugether card, the card must be linked to your online store account.
If your discount code isn’t working, make sure it hasn’t expired and that it applies to the items you’ve selected. Personalized discount codes and vouchers require you to be logged into your customer account. If the problem persists, check that the code was entered correctly — ensure there are no missing spaces, special characters, or incorrect letters. If the code still doesn’t work, please contact our Customer Service team for assistance.
Customer Service
Our Customer Service team is available Monday to Friday, from 8:00 AM to 5:00 PM.
Our Customer Service consultants are happy to assist you, no matter which contact method you choose. During business hours, you can reach us via live chat on the website or by phone at +48 42 237 21 91. You can also contact us at any time by: sending an email to [email protected], using the "ask about product" option, filling out the contact form on our website, or sending a private message through the official TATUUM profile on Facebook.
If you're having trouble placing an order through our website, we’re here to help! Contact us during Customer Service working hours at +48 42 237 21 91. Have a list of the products you wish to order ready, and we’ll assist you with completing your purchase. To use this option, you will need to provide your contact details (email address and phone number).
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