Frequently Asked Questions
Answers to what we're asked most — shipping, returns, payment, and where each piece comes from. Anything else, our contact form reaches a real person on the team, usually within two business days.
Where does TUYYA ship?
We ship worldwide, with particular focus on the United States and Canada. Local orders around Montréal go out on our own delivery routes; everywhere else ships by carrier.
Can I pick up my order in Montréal?
Yes — by appointment, at 9600 Meilleur Street, Suite 545, Montréal, QC H2N 2E3. Reach out to schedule a time.
Can I change or cancel my order?
Contact our customer care as soon as possible — if the delivery process has already been initiated, the order can no longer be cancelled. See our Terms & Conditions for the full policy.
What is your return policy?
Items that are unsafe, significantly different from their description, or otherwise faulty are eligible for a return within the conditions set out on our Return Policy page — proof of purchase and a return authority are required.
A piece enters the register only if we have handled it in the workshop ourselves.
Where are TUYYA's pieces made?
Fès for silver-plated brass, Marrakech for palm leaf and leather, Essaouira for thuya root, Salé and Oued Laou for unglazed clay, and the Souss valley for argan. Read more on our Our story page.
Is each piece really handmade?
Yes — every piece is handled in our workshop before it enters the register, and carries its material and its town of origin. Antique pieces are listed as found and sold once.
What payment methods do you accept?
We accept all major credit cards and the secure payment options offered at checkout.
Is it safe to buy on tuyya.com?
Yes — checkout runs on Shopify's secure, encrypted infrastructure. We never see or store your card details.
Do you offer wholesale or trade pricing?
Yes — restaurants, grocers, markets, hotels and corporate gifting buy at trade pricing. See our Wholesale page to open an account.
How can I reach TUYYA directly?
By phone at (514) 384-1111, by email at love@tuyya.com, or through our contact form — we answer within two business days.