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Customer Service

"Perfect craftsmanship and customer service how it was invented to be."

Tovi Sorga customer from the Netherlands


We love our work and want you to be as happy with it as we are. 

We've covered some of the questions our customers sometimes ask us here, but if there's anything else you need to know just email, or call us on +44 (0)7904 097691.


Each product is expertly hand-crafted to order by Tovi, and we currently estimate a turn-around time of 3-4 weeks. This could be longer in busy periods. Please be patient, we promise our beautiful items are worth the wait!

If the product listing displays a certain number of 'items(s) left' your item is in stock and will be dispatched within 1-2 working days.


If you need a product sooner than this, you will find an option to purchase express make-to-order and shipping at checkout. The estimated time for express shipping is 1 week but please leave a note at checkout or get in touch via if you need an item sooner than this and we will do our utmost to meet your requirements.


You will find an option to mark your item as a gift next to every product listing. This will remove the price from the packaging slip. There is also an option to leave a personal message. All our products arrive in our beautiful signature packaging and make luxurious gifts.


We will accept returns up to 30 days from your receipt of purchase. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging with a receipt or proof of purchase.

In the event of an exchange being issued, only one exchange may be made per order. 


Personalised and bespoke items cannot be returned unless there is clear damage to the item.


You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

We cannot accept responsibility for returned items that are lost in the post. We recommend that if you are shipping an item over £50 you consider using a trackable shipping service or purchasing shipping insurance.


Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. 

If your item is approved for return then your refund will be processed, and the cost of the item will automatically be applied to your credit card or original method of payment.


Sale items can only be refunded at the price at which they were purchased. 

Discount codes cannot be added retrospectively to orders, either after a sale ends or if you forget to add your discount code during a sale.

It is also not possible to add retrospective discounts to orders placed before the sale starts. Contact us at if you have any concerns before you place your order.


We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at and post your item to: Tovi Sorga, Bourne Mills, London Road, Stroud, GL5 2TA, UK.


Shipping to Europe

We've made some changes to our tax settings, so when we ship from the United Kingdom to Europe, you won't have to pay any additional VAT or Duty. The delivery charge you see at checkout is all you'll ever pay.

Shipping outside the United Kingdom or Europe

When you order an item to be shipped to a country outside the United Kingdom or Europe, any duty tax added on a parcel will be your responsibility. Any duty tax added to a returned item will also be your responsibility, unless the item originally arrived damaged inside an undamaged box.


If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he/she will find out about your return.


Tovi Sorga Ltd
Bourne Mills
London Road
United Kingdom