Customer Service - Tovi Sorga

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 info@tovisorga.com, or call us on +44 (0)7904 097691.

DISPATCH TIME

Each product is expertly hand-crafted to order by Tovi, and we currently estimate a turn-around time of 14-21 days. 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.

EXPRESS SHIPPING

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 info@tovisorga.com if you need an item sooner than this and we will do our utmost to meet your requirements.

GIFTS

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.

RETURNS*

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. 

*EXCEPTIONS - PERSONALISED AND BESPOKE

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

RETURNS - SHIPPING COSTS

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.

REFUNDS

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

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

EXCHANGES

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 info@tovisorga.com and post your item to: Tovi Sorga, 3 York Court, Upper York Street, Bristol, BS2 8QF, UK.

DUTY

Any duty tax added on a parcel is the buyer's responsibility. Any duty tax added to a returned item will also be the buyers responsibility, unless the item arrived damaged inside an undamaged box.

RETURNING GIFTS

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.

RETURN ADDRESS

Tovi Sorga
3 York Court
Upper York Street
Bristol
BS2 8QF
UK