Frequently Asked questions
TuDuGu, short for "To Do Good", is a marketplace where buyers around the world can shop for handcrafted products directly from artisans and vendors. We are guided by six pillars: Technique, Technology, Traceability, Transparency, Transaction and Togetherness.
Artisans and vendors sell directly on our platform, with no middlemen in between. We verify each seller's identity and link their profile to every product they list.
Every product carries a Digital Product Passport with a unique ID recorded on the blockchain. Scan its QR code to see who made it, where the materials came from and the technique used.
Selling directly through us means more of each sale goes to our sellers. We also offer skill-building courses through the TuDuGu Skill Lab, along with mentorship programmes that help pass endangered crafts on to the next generation.
Artisans ship orders within 2 business days of order confirmation, subject to the time needed to prepare the product.
Yes. TuDuGu delivers worldwide through third-party courier partners.
Delivery times depend on the courier partner handling your order. You will be told the expected delivery date when you place your order.
You will see the expected delivery date when you place your order. If there are any delays, you will be notified.
Yes. Once your order ships, the tracking number is added to the platform, and you will receive shipment updates by email and SMS.
If delivery fails because of an incorrect address, your address will be verified and the order will be shipped again.
Yes, if the product is defective, damaged or misrepresented. Returns for a change of mind are not accepted unless the artisan has stated otherwise.
Returned items are inspected by the artisan. Depending on the condition of the item, you will receive a full or partial refund.
You can request a return within 7 to 14 calendar days of delivery. The exact window is shown on each product listing. If no window is given, the default is 7 days.
Log in to your account, select the order and click "Request Return". Upload photos and a description of the problem. You will receive an acknowledgement email within 24 hours. Customer support will then review your request, and if it is approved, you will receive a prepaid return label.
Within 3 days of receiving the return label.
The item will be sent back to you with an explanation.
Once the seller approves your return, we will issue your refund within 5 business days.
We will refund you through the payment method you used for the original purchase.
Not always. Depending on the condition of the returned item, you will receive a full or partial refund.
Your order status will change to "Returned/Refunded" once we have processed your refund.
You can call us on +971 55 770 7969 or email us at info@tudugu.com. You can also send us a message through the contact form on our Contact Us page.