Refund policy
Return Policy Overview
Effective Date: August 2026
At TOVELLA, we want you to feel confident with every purchase.
If your item is not the right fit or you are not completely satisfied with your order, we offer a simple return process.
Return Window
You may request a return within 14 days of receiving your order.
To be eligible for a return:
- Items must be unused and unworn.
- Items must be in their original condition.
- Original packaging and tags should remain intact where applicable.
Return Conditions
Returned items must meet our return requirements.
We cannot accept returns for items that have been worn, washed, damaged, or altered after delivery.
Return Delivery Costs
Damaged, Defective, or Incorrect Items
If you receive a damaged item, defective product, or incorrect order, please contact our customer support team.
We will review the issue and provide the appropriate solution.
Change of Mind or Incorrect Size
If you return an item because you changed your mind, selected the wrong size, or no longer want the product, return delivery costs are the responsibility of the customer.
Original delivery costs are non-refundable.
How To Return An Item
1. Contact Us
To request a return, please contact:
Email: support@tovella.co.uk
Please include:
- Order number;
- Reason for return;
- Photos of the item if applicable.
2. Receive Return Instructions
Once your request has been reviewed, we will provide the return instructions.
Please do not send items back before receiving confirmation from our support team.
3. Prepare Your Return
Please securely package your item and ensure it is returned in its original condition.
4. Return The Item
The return address and further instructions will be provided after your return request has been approved.
Refund Process
Once we receive and inspect your returned item, your refund will be processed.
Approved 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.
Exchanges
If you require a different size or colour, please contact our customer support team.
We will review your request based on product availability.
Non-Returnable Items
For hygiene and safety reasons, certain items may not be eligible for return.
Any applicable exclusions will be clearly stated on the relevant product page.