FAQ

How do I create an account?
In order to create a new account please go to tikkishoes.com and select "My Account > Sign up".

How do I place an order?
Orders can be placed in our online store or by sending an email to info@tikki.ro.
Verba volant, scripta manent - in order to avoid any communication errors we do not take orders by telephone.

Can I place an order without having an account?
Yes, orders can be placed without having an account on tikkishoes.com.
When you place an order without being logged in, a new account is created for you with the data that submitted by you.
Attention! The new account has no password! Setting a password is optional, but if you choose not to set one, the next time you must log in solely with your email address. You can set or change a password under "My account > Change password".

How can I pay for my order?
The payment method is chosen during checkout when placing an order:
- by card, at the time the order is placed
- "cash on delivery", at the time of delivery of your parcel by the courier
- bank transfer
Wholesale orders must be paid in advance, by bank transfer, before we can ship the goods to you.

How do I receive my order?
You can select the following shipping methods for deliveries in Romania:
- by courier, within the Urgent-Cargus courier network;
- by Romanian Postal Service, for addresses that are not part of the Urgent-Cargus courier network;
- by courier, with additional costs, for addresses that are not part of the Urgent-Cargus courier network.
For deliveries outside of Romania:
- by GLS courier
- by Romanian Postal Service

What are the shipping costs and delivery times?
The shipping costs are automatically calculated on our webpage and depend on the destination address and the weight of your parcel.
For orders with a value under 250 RON to Romanian addresses the shipping costs are 10 RON.
Orders with a value exceeding 250 RON are delivered to Romanian addresses free of charge.
Orders with a value exceeding 1.000 RON are delivered free of charge to international addresses.

How can I return a product or request the exchange of a product?
In order to request a return or exchange for a product, please use the Return Form template linked in the footer of the main page. Please also carefully read our Return policy before submitting a filled in Return Form.
For any questions or concerns with regard to our Return policy please send us an email to our email address retur@tikki.ro.

Is there a time limit for requesting the return / exchange of a product?
By law, products may be returned within 14 days from the day that you or a third party designated by you has taken physical possession of the products.
Aside from the 14 days period granted by law, we are offering an extension of the return period to 30 days, but only in accordance with our Return policy.

How and when do I receive a reimbursement for the returned products?
The reimbursement is fulfilled by bank transfer within 14 days of receipt of the returned products. Please refer to our Return policy for more information.
We typically refund you the money within 1-2 working days from receipt of the returned products by means of a bank transfer to the bank account specified by you in the submitted Return Form.

How do I proceed if a specific product or size is not available?
When a specific product or size you want is not available, you will see an "Out of Stock" message in the product description. In this case you may register your email address to be notified when the product or size gets back in stock.

How do I ship an order to a different / new address?
During the checkout process of your order you can select or add a shipping address that is different from the billing address.

How can I cancel an order?
If the status of your order is in a "New" status, you can still cancel it online by going to "My Account > Orders History". The "Cancel" button becomes inactive once the order has been cancelled.
Orders that already have an "In Progress" status can be cancelled by calling the telephone number listed under "About Tikki > Contact".

What footwear should I choose for a child's first steps?
The "Choose the Right Shoes" banner and the "Choose Shoes" link in the page footer allows you to navigate to a chart that compares our products. The chart is preceded by a guide that describes what products are best suited for each age.

What are the differences between the product types?
If you have reviewed the information under "Choose the Right Shoes" or "Choose Shoes" and would like to receive additional details, please see the detailed description available for each product.

How do I choose the right shoe size?
In order to correctly measure your child's foot and to select the right size of shoe, please refer to the "Size guide" linked in the page footer.

Can I choose to customize the shoes? If so, under what conditions?
Yes, it is possible to customize the shoes at an additional cost of 20% to 40%, depending on the complexity of the requested modifications. However, please note that advance payment is required, and that customised shoes cannot be returned, therefore, please make sure you determine the shoe size correctly!
We can fulfil your order within 5 working days.

How do I care for my Tikki shoes?
The "Maintenance" link in the page footer allows you to navigate to a page that describes how you can clean and care for our products.

What materials are used in Tikki shoes?
We take pride in using top quality materials for our footwear. That is why the "Materials" link in the page footer takes leads you to acquaint yourself with the characteristics of the materials we use.

Can I get a volume discount?
For large orders the price can be negotiated. For more details please contact us at info@tikki.ro.
Please note that the volume discounts cannot be combined with other discounts.

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