Support & information

Contact us

tuavia is a service of Teleia Sàrl, Zwygartenstrasse 55, 3703 Aeschi bei Spiez, Switzerland.

[email protected]

Give your order reference and the e-mail used at purchase. For a damaged or faulty item, attach photos of the product and its packaging. Never send us your bank card number.

General terms and conditions of sale

1. Your creation, made to order

tuavia offers personalised garments made from your design. These terms apply to orders placed on the site; you accept them before moving on to payment. tuavia remains your contact for the sale and for after-sales service, even when manufacturing and delivery are entrusted to providers.

Check the text, the motif, the size, the colour and the address before confirming. The result on fabric may show slight variations in shade and placement compared with the preview, without this removing your rights in the event of a defect or non-conformity.

2. Prices and secure payment

Prices are in Swiss francs (CHF) or in euros (EUR), as chosen in the cart, for the same amount, taxes and delivery included. Options, in particular the print file, are itemised in the cart. The amount shown before payment, in the chosen currency, is the amount of your order.

Payment is handled by Stripe on its secure page, with the means offered there. tuavia neither receives nor stores your full card number or its security code. Production starts once payment is confirmed. Order information is sent to you by e-mail.

3. Changes or cancellation

Contact us immediately for any correction or cancellation. Once production has started, we can no longer guarantee a change or a cancellation.

4. Manufacturing and delivery

Delivery is possible to the countries offered in the cart. It is estimated at 7 to 10 days as a rule after payment is confirmed, manufacturing and transport included; at 2 to 3 weeks for Asia, the Middle East, New Zealand and Mexico, and at 3 to 6 weeks for Brazil. The estimate for the chosen country is shown in the cart. This is indicative and not guaranteed. Outside the European Union, customs duties or import taxes may be charged on delivery; they are borne by the recipient, and the cart says so for the countries where it applies. Tracking is communicated once available. In the event of a delay or a missing parcel, contact us for a check with the providers.

An incorrect address or an unclaimed parcel may require a new shipment at your expense; we inform you before any further payment.

5. Returns and defects

The items are personalised: we do not accept returns for a change of mind or a size wrongly chosen by the customer, subject to applicable mandatory rights.

Report a defect, damage or a manufacturing error within 30 days of receipt, with the reference and photos. After checking, we arrange a free replacement, or a refund if a replacement does not suit. Do not send anything back without our instructions. This reporting period does not limit your statutory warranties.

6. Your content and your print file

You must hold the necessary rights to the photos, texts and content you provide, and respect the rights of the people concerned. You authorise us to use them to prepare, manufacture and deliver your order. Your content does not become our property.

The print file can be bought as an option with a T-shirt, or on its own. Its download link is sent by e-mail as soon as payment is made. By ordering it, you ask for it to be supplied immediately and acknowledge that you lose your right of withdrawal for this digital content, where that right applies. The rights attached to third-party maps, fonts and graphic elements continue to apply.

When you add a photo to be printed on the garment, you warrant that you hold all necessary rights to that image, including the image rights of any people shown and the rights attached to any works, trademarks or logos it contains. You grant tuavia and its production partners a non-exclusive licence to reproduce the photo solely to prepare, manufacture and deliver your order. You indemnify tuavia against any third-party claim arising from a photo you have supplied. Added images undergo an automated check; tuavia may refuse, cancel or refund an order whose image is unlawful, infringing or contrary to our print partners’ content rules. This check does not make tuavia the author or approver of the content and does not relieve you of your responsibility.

7. Applicable law and complaints

Swiss law applies, subject to mandatory consumer protection rules and the competent courts. Write to us to seek an amicable solution; doing so deprives you of no legal remedy.

Privacy & personal data

Teleia Sàrl, at the address given above, is responsible for the processing carried out by tuavia. Contact: [email protected].

tuavia uses the information needed to create, pay for, deliver and track your order. We do not sell your data and do not use it for advertising targeting.

What stays on your device

Your design in progress and the details remembered to make your next visit easier (handle, e-mail, size, colour and address) are kept in your browser's local storage. These are not advertising cookies. You can clear this local copy by deleting this site's data in your browser settings. The country of your connection, as Cloudflare sees it, is kept in a cookie for the length of the visit: it is used to suggest the currency and the delivery country. To know where visits come from, we count the steps of the journey (home, atelier, cart, payment) per day, country and source (the site or link that brought you): totals only, with no cookie or identifier, and nothing stored on your device; an order keeps its source.

This deletion does not erase an order already sent. The map, generation and preview features may send the places, routes or content they need to function to the servers and services concerned.

What is recorded when you order

When you move on to payment, tuavia records the order, your delivery details, your e-mail, the design and its print file, together with the payment and delivery references and statuses. This recording happens before payment and may therefore cover an order that was never completed. It serves to process the purchase, provide tracking and answer support requests.

Technical data may also be processed to run the site and prevent abuse. Messages sent to support are processed in order to answer your request.

Your account

Your e-mail is your account: it is created at the first paid order and links your orders together. There is no password. To find your orders on another device, a sign-in link is sent to you by e-mail; it is valid for 15 minutes and works once. Once signed in, a strictly functional session cookie (no tracking, no advertising) recognises you on this device for 90 days. You can sign out at any time from the “My orders” page.

Photos

The photos you add to a design are sent to tuavia. The copy kept carries no metadata (location, device, date), and a reduced copy goes through an external automated analysis service that screens out prohibited content. Your photos are kept for 30 days after upload, the time to compose and order, then deleted; an order keeps its print file, which contains them. After that, they have to be added to the design again.

Payment and providers

• Stripe handles the payment and keeps the necessary information in its systems, under its privacy policy.
• Our manufacturing and transport partners receive the file to print and the information needed to fulfil and deliver.
• Our hosting, security and e-mail providers act to serve the site and send the order messages.
• The mapping services and, when you use them, the assisted generation services process the data those features need.

These providers may process data abroad. Contact us for details of the recipients and the transfers connected with your order. Payment and third-party services may use their own cookies, necessary for the security and operation of their services.

Retention and your rights

Local data stays on your device until it is deleted or replaced. For orders and support correspondence, retention depends on processing the order, after-sales service and the applicable legal obligations. We do not promise automatic deletion on delivery.

To request access to your data, its correction or its deletion, write to [email protected]. We will handle your request under the applicable rights; some information may have to be kept for a legal obligation or a dispute. You may also contact the competent data protection authority.