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Returns Policy & Privacy Policy

NEED TO RETURN YOUR ITEM?

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 with a receipt or proof of purchase. For contactless items it must also be in the original gift box packaging.

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. Except in the case of faulty goods where the fault is on our part - in line with our warranty.

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 original method of payment.

SALE ITEMS

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 customercare@tovisorga.com if you have any concerns before you place your order.

EXCHANGES

We are always happy to exchange items if you need a different size or design, so long as the item being exchanged is unused and in the same condition that you received it. 

If you need to exchange an item, please send us an email at customercare@tovisorga.com and post your item to: Tovi Sorga Ltd, Bourne Mills, London Road, Stroud, GL5 2TA, UK.

DUTY

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.

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 card will be emailed 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 Ltd
Bourne Mills
London Road
Brimscombe
Stroud
GL5 2TA
United Kingdom

  

Privacy Policy

We value your privacy and take our responsibilities towards protecting your data very seriously. This Privacy Policy explains how we at Tovi Sorga collect and use your personal data through your use of our website and/or by signing up for our newsletter, competitions or other marketing activities. 

www.tovisorga.com is owned by Tovi Sorga Ltd. Tovi Sorga Ltd is the controller responsible for your personal data. If you have any questions about this Privacy Policy, the use of your personal information, or your dealings with our website, you can contact us at info@tovisorga.com.

Reg Co. No. 09965575
Registered Office: Tovi Sorga Ltd, Bourne Mills, London Road, Stroud, GL5 2TA, UK

This Privacy Policy describes how your personal information is collected, used, and shared when you visit or make a purchase from www.tovisorga.com (the “Site”).

 

PERSONAL INFORMATION WE COLLECT

When you visit the Site, we automatically collect certain information about your device, including information about your web browser, IP address, time zone, and some of the cookies that are installed on your device. Additionally, as you browse the Site, we collect information about the individual web pages or products that you view, what websites or search terms referred you to the Site, and information about how you interact with the Site. We refer to this automatically-collected information as “Device Information”.

We collect Device Information using the following technologies:

  • “Cookies” are data files that are placed on your device or computer and often include an anonymous unique identifier. For more information about cookies, and how to disable cookies, visit http://www.allaboutcookies.org.
  • “Log files” track actions occurring on the Site, and collect data including your IP address, browser type, Internet service provider, referring/exit pages, and date/time stamps.
  • “Web beacons”, “tags”, and “pixels” are electronic files used to record information about how you browse the Site. 

Additionally when you make a purchase or attempt to make a purchase through the Site, we collect certain information from you, including your name, billing address, shipping address, payment information (including credit card numbers), email address, and phone number. We refer to this information as “Order Information”.

We may also collect information about you when you:

  • Sign up or opt in to our newsletter;
  • Choose to complete our customer surveys, provide feedback or participate in competitions;
  • Contact Tovi Sorga by email, phone or post;
  • Complete any forms for transactions, employment or other purposes.

When we talk about “Personal Information” in this Privacy Policy, we are talking both about Device Information and Order Information.

By using our website, you (the visitor) agree to allow third parties to process your IP address, in order to determine your location for the purpose of currency conversion. You also agree to have that currency stored in a session cookie in your browser (a temporary cookie which gets automatically removed when you close your browser). We do this in order for the selected currency to remain selected and consistent when browsing our website so that the prices can convert to your (the visitor) local currency.

HOW DO WE USE YOUR PERSONAL INFORMATION?

We use the Order Information that we collect generally to fulfil any orders placed through the Site (including processing your payment information, arranging for shipping, and providing you with invoices and/or order confirmations). Additionally, we use this Order Information to:

  • Communicate with you;
  • Screen our orders for potential risk or fraud; and
  • When in line with the preferences you have shared with us, provide you with information or advertising relating to our products or services.

We use the Device Information that we collect to help us screen for potential risk and fraud (in particular, your IP address), and more generally to improve and optimize our Site (for example, by generating analytics about how our customers browse and interact with the Site, and to assess the success of our marketing and advertising campaigns).

With your permission, we may also retain your personal information, shopping preferences and details of your transactions to:

  • Keep you informed by email, post, social media, or other digital means, about products and services of relevance to you;
  • Maintain and update your account details, such as a change of address, order information or marketing preferences;
  • Maintain, improve and tailor our website, newsletters and market research to ensure that the most relevant content is presented to you;
  • Issue information about rewards, coupons, discounts or competitions to you.

SHARING YOUR PERSONAL INFORMATION

We share your Personal Information with third parties to help us use your Personal Information, as described above. For example, we use Shopify to power our online store:

We also use Google Analytics to help us understand how our customers use the Site :

We use delivery partners to help us ship your orders to you.

Where you have signed up or opted in to receive direct marketing, we use email providers to help send relevant emails to you.

Occasionally, we may run a joint competition or collaborative marketing activity where there might be an opportunity to put you in touch with other selected third parties. In such circumstances, we would ask you explicitly if you would like to take part in the joint communication and provide you with a link to that third party’s privacy policy to help you decide whether or not you wish to be contacted by them. If you do actively choose to opt in to this, that third party would be the data controller in respect of any activity by them that you have consented to.

Finally, we may also share your Personal Information to comply with applicable laws and regulations, to respond to a subpoena, search warrant or other lawful request for information we receive, or to otherwise protect our rights.

 

BEHAVIOURAL ADVERTISING

As described above, we use your Personal Information to provide you with targeted advertisements or marketing communications we believe may be of interest to you. For more information about how targeted advertising works, you can visit the Network Advertising Initiative’s (“NAI”) educational page at http://www.networkadvertising.org/understanding-online-advertising/how-does-it-work.

You can opt out of targeted advertising by using the links below:

and

Additionally, you can opt out of some of these services by visiting the Digital Advertising Alliance’s opt-out portal at: http://optout.aboutads.info/.

 

DO NOT TRACK

Please note that we do not alter our Site’s data collection and use practices when we see a Do Not Track signal from your browser.

YOUR RIGHTS

If you are a European resident, you have the right to access personal information we hold about you and to ask that your personal information be corrected, updated, or deleted. If you would like to exercise this right, please contact us through the contact information below.

Additionally, if you are a European resident we note that we are processing your information in order to fulfil contracts we might have with you (for example if you make an order through the Site), or otherwise to pursue our legitimate business interests listed above. Additionally, please note that your information will be transferred outside of Europe, including to Canada and the United States.

DATA RETENTION

When you place an order through the Site, we will maintain your Order Information for our records unless and until you ask us to delete this information. 

We will not retain your data for longer than necessary for the purposes set out in this policy. Please note that different retention periods apply for different types of data. Once data reaches its disposal date it will be deleted from our systems, physically destroyed or put beyond use if not permanently deleted.

KLARNA

Klarna Bank AB (publ) (“Klarna”) uses cookies to recognize the user’s device for the purpose of providing personalized advertising of Klarna products the next time the user will browse a merchant website offering Klarna products, and for analytics purposes.

Persistent marketing and analytics cookies

These cookies contain a unique user ID which will enable Klarna to recognize the user’s device the next time that user returns to a merchant using Klarna’s services. These are persistent cookies, stored on the device for a period of up to 540 days as of the last interaction with Klarna, or until they are deleted and allow Klarna (i) to show personalized marketing of Klarna products, including credit promotions to the user, and (ii) to perform analytics of the user behaviour.
By connecting the unique user ID stored in the cookie on the device to the information Klarna has about the user, Klarna will be able to recognize the user of that device. The information Klarna collects through the cookies is not shared with any third party.

The user’s consent and revocation of consent

Setting cookies for marketing purposes is subject to the user’s consent, which will have to be obtained before the cookies are set on the user’s device. In addition, the web browser or device often allows the user to change the settings for the use of cookies. More information on how to adjust the settings can be found in the browser of device reference information, and on aboutcookies.org.

About Klarna

Klarna Bank AB (publ) is subject to Swedish Data Protection legislation, and is the data controller for the purpose of processing the personal data as described above. Klarna has a data protection officer and a team consisting of personal data experts. Klarna also has a customer service team handling questions relating to personal data. You are welcome to contact Klarna at dataskydd@klarna.se. Please visit www.klarna.com for more information about Klarna, and how Klarna processes personal data.

CHANGES

We may update this privacy policy from time to time in order to reflect, for example, changes to our practices or for other operational, legal or regulatory reasons.

CONTACT US

For more information about our privacy practices, if you have questions, or if you would like to make a complaint, please contact us by e‑mail at info@tovisorga.com or by mail using the details provided below:

 

Tovi Sorga

[Re: Privacy Compliance Officer]

Bourne Mills, London Road, Stroud, GL5 2TA, UK

Last updated: 5th May 2021

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