Holiday returns - TOV Essentials

HOLIDAY RETURNS

Not quite right? You can send your order back.

You send your return yourself · Store credit has no expiry date · Refund within 5 working days

Extended returns for the holidays

Ordered in November? Return by 31 December.

More time to choose the right gift. From 1 December, the usual 30 days after delivery apply again.

Ordered on 10 NovemberReturn by 31 December

Ordered on 5 DecemberWithin 30 days of delivery

Send your parcel with a tracked service by this date.

What would you like to do?

Exchange

For a different size

Ship it yourself

New size sent free of charge once your return is received and checked

Store credit

For something new

Ship it yourself

Credit with no expiry date, you get a code as soon as we’ve received your return

Can’t be changed to a refund later. Unsure? Choose a refund instead.

Refund

Back in your bank account within 5 working days

Ship it yourself

We charge £2 for each extra item.

Start your return

From the UK you send your return yourself and pay the postage. We don’t charge anything on top for an exchange or store credit. No account? Use the return portal with your order number and email address.

How it works

Log into your TOV account or open the return portal

Choose your orderand click ‘Initiate return’

Choose your optionexchange, store credit or refund, then ‘Ship it yourself’

Send it yourselfin the original packaging, with a tracked service, to the address on your return label

What happens next?

Your parcel is on its wayKeep your tracking number and proof of postage. We can only process returns that reach us.

We receive and check your returnWe’ll email you as soon as your parcel arrives.

DoneYou receive your new size, your store credit code or, within 5 working days, your refund.

Good to know

Conditions

✓ Within 30 days of delivery, or by 31 December for orders placed in November

✓ Undamaged and unused

✓ Complete and in the original packaging

✓ Clean, especially earrings and piercings

If your return doesn’t meet these conditions, we’ll contact you about the options.

Return costs

United Kingdom

Exchange, store credit and refundShip it yourself

Choosing a refund and returning several items? We charge £2 for each extra item.

There’s no prepaid return label from the UK. Register your return in the portal, choose ‘Ship it yourself’ and send your parcel with a tracked service to the address on your return label. We can only process returns that reach us, so keep the tracking number.

Can I return all jewellery?

Yes. Please make sure it is clean, especially earrings and piercings.

Do I pay customs duties on my return?

The United Kingdom is outside the EU, so customs duties or import charges may apply to your return. These are paid by you. We don’t deduct them from your refund.

My order arrived damaged

Let us know straight away via our contact page. We’ll reimburse your return postage and sort it out for you.

My jewellery broke after 30 days

Then it’s covered by our warranty rather than our return policy. See Warranty & Repairs.

My new size is out of stock

If your new size sells out after you’ve registered your exchange, we’ll send it as soon as it’s back in stock. We’ll let you know within a few days when to expect it.

I received it as a gift

Returns are registered with the order number and the email address used for the order. Please ask the person who ordered the gift to register the return for you.

How long is my store credit valid?

Store credit has no expiry date.

The product is now on sale. Do I get the difference back?

Is the price difference due to a promotion? Then you receive the difference as store credit.

Where’s my order?Delivery times, shipping costs and tracking

Go to shipping →