Returns & Refunds

In short: you have 30 days from delivery to return unworn pieces with their tags. Email us to start a return. Refunds go back to your original payment method within 14 days of us receiving the return. Faulty or incorrect items are always on us.

Our 30-day return policy

You can return any item within 30 days of the date you receive it, for any reason, as long as it is:

unworn, unwashed and unaltered (trying it on at home is fine);
returned with its original tags attached and in its original packaging where possible;
free from make-up, perfume, deodorant, pet hair or smoke odour.

This applies to every product on the site, including discounted items. Sets (for example a belt with a pouch) must be returned complete.

How to start a return

Email support@tovelia.shop with your order number, the items you want to return and, if you like, the reason. You can also use our contact form.
Within one business day we reply with a return authorisation and the return address. Please do not send items to any other address, including our company’s registered office, as they cannot be processed there.
Pack the items securely and send them with a tracked service. Keep your proof of postage until your refund arrives.

Return shipping costs

For change-of-mind returns, the cost of sending the items back to us is paid by you. We recommend a tracked service, because we cannot refund a parcel that does not reach us.

If an item is faulty, damaged in transit or not what you ordered, we pay for the return. We send you a prepaid label or refund your reasonable return postage.

Refunds

We inspect returns within 3 business days of receiving them and email you when your refund is issued.
Refunds are made to your original payment method, in the currency you paid, within 14 days of us receiving the items.
If you return a whole order within 14 days of delivery, we also refund the original standard delivery cost. For partial returns, or returns after 14 days, the original delivery cost is not refunded.
Your bank or card issuer may take a few extra business days to show the refund. If you paid in a currency different from your card’s currency, your bank’s exchange rate may differ between purchase and refund; we cannot control this.
If an item comes back worn, washed, damaged or without its tags, we may reduce the refund to reflect the loss in value, or return the item to you. We will always email you first to explain.

Exchanges

The quickest way to get a different size or colour is to return the item for a refund and place a new order. That way the piece you want is not held up while your return travels back to us.

Faulty or incorrect items

If something arrives faulty, damaged or different from what you ordered, email us within 30 days of delivery with your order number and photos. We will arrange a replacement or a full refund, including delivery costs, at your choice. Outside that period your statutory rights still apply: see below.

Cancelling an order

You can cancel an order at any time before it is dispatched by emailing support@tovelia.shop with your order number. If the order has not left us, we cancel it and refund the full amount, including delivery, within 5 business days. Once an order has been dispatched, it can no longer be cancelled, but you can return it under this policy.

We do not sell subscriptions, memberships or pre-orders, so there are no recurring payments to cancel.

Your legal right to cancel (UK and EU customers)

If you live in the United Kingdom or the European Union, you also have a legal right to withdraw from your purchase within 14 days of the day you (or someone you name) receive the goods, without giving a reason. This right sits alongside our 30-day policy and is not reduced by it.

To exercise it, tell us clearly that you want to cancel, by email to support@tovelia.shop or using the model form below (you do not have to use the form). You must then send the goods back within 14 days of telling us. We refund the price of the goods and the original standard delivery cost within 14 days of receiving the goods back, or of receiving proof that you have sent them, whichever is earlier. You pay the direct cost of returning the goods, and you are responsible for any loss in value caused by handling them beyond what is needed to establish their nature, characteristics and fit.

Model cancellation form

To: UNIVERSAL WORKS LIMITED, trading as TOVELIA
(registered office as shown on our Legal Information page)
Email: support@tovelia.shop

I/We hereby give notice that I/we cancel my/our contract of sale of the following goods:
Ordered on / received on:
Order number:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is sent on paper):
Date:

Your statutory rights

Nothing in this policy affects your statutory rights. In the UK, goods must be as described, fit for purpose and of satisfactory quality under the Consumer Rights Act 2015. In the EU, you have at least a two-year legal guarantee of conformity. In other countries, the consumer laws of your place of residence apply where they give you more protection.

Before opening a payment dispute

If something has gone wrong with an order, please contact us first. Most problems are solved within a day or two by email, and it is faster than a chargeback or payment dispute for everyone.

Contact

Email support@tovelia.shop or call +44 7681 285514, Monday to Friday, 9:00–17:00 UK time.