TOVELLA FAQ

Effective Date: August 2026

Welcome to the TOVELLA FAQ.

We’re here to help answer your questions about orders, delivery, returns, payments, and your shopping experience.

If you need any further assistance, please contact our customer support team.

How long will it take to receive my order?

At TOVELLA, orders are processed carefully to ensure a smooth shopping experience.

Our estimated delivery times are:

Processing time: 1–3 business days

Delivery time: 7–15 business days

Once your order has been dispatched, you will receive a confirmation email with tracking information.

Please note that delivery times may vary during busy periods, holidays, or due to unexpected courier delays.

Do you offer free delivery?

Yes, TOVELLA offers free delivery on all orders within the United Kingdom.

There are no additional delivery charges added at checkout.

Where is TOVELLA located?

TOVELLA is an online fashion retailer serving customers in the United Kingdom.

We carefully select fashion pieces designed to combine elegance, comfort, and effortless style for everyday moments.

What payment methods do you accept?

We accept secure payments through Shopify Payments.

Available payment methods include:

• Visa
• Mastercard
• American Express

All payments are processed securely through trusted payment providers to help protect your personal information.

What if I receive a damaged or incorrect item?

If your order arrives damaged, defective, or you receive an incorrect item, please contact our customer support team as soon as possible.

Please include:

• Your order number;
• Photos of the item;
• A description of the issue.

We will review your request and provide the appropriate solution.

Can I cancel my order after placing it?

If you wish to cancel your order, please contact us as soon as possible.

Orders can only be cancelled before they enter the processing or dispatch stage.

Once an order has been processed or dispatched, it cannot be cancelled.

However, you may request a return according to our Return & Refund Policy.

What is your return policy?

We offer a 14-day return period after receiving your order.

To be eligible for a return:

• Items must be unused and unworn;
• Items must be in their original condition;
• Tags and original packaging should remain intact where applicable.

Please contact our customer support team before sending any return.

For full details, please visit our Return & Refund Policy page.

When will I receive my refund?

Once your returned item has been received and inspected, your refund will be processed.

Refunds will be issued to the original payment method.

Please allow up to 7 business days for the refund to appear, depending on your bank or payment provider.

Do you offer exchanges?

If you need a different size or replacement item, please contact our customer support team.

We will review your request based on product availability and return conditions.

How can I track my order?

Once your order has been dispatched, you will receive an email containing your tracking information.

You can use this information to follow your order’s delivery progress.

Do you ship internationally?

Currently, TOVELLA focuses on serving customers in the United Kingdom.

Additional delivery destinations may be introduced in the future.

Do you have a physical store?

TOVELLA is an online-only fashion retailer.

Our online model allows us to offer a carefully selected collection while providing a convenient shopping experience.

How can I contact customer support?

For questions about orders, products, delivery, or returns, please contact us:

Email: support@tovella.co.uk

Phone: +44 7480 285386

We aim to respond within 1–2 business days.

Customer Service Hours

Monday – Friday

9:00 AM – 6:00 PM (UK Time)