DAMAGE & WARRANTY

Sorry to hear that. We'll sort it out. Stop wearing the piece so you don't lose it, and keep everything, including the stone if you found it. Then email us at service@tovessentials.com with:

• Your order number
• Clear photos or a short video of the defect. Necklace or bracelet? Lay it next to a ruler for the photo.
• What happened, in as much detail as possible

Earrings? Keep the complete pair, we'll need both. We aim to get back to you within 5 working days with personal instructions. Please get in touch before taking any action yourself.

Let us know straight away at service@tovessentials.com, with your order number and photos of the piece and the packaging. We'll sort it out free of charge.

Your TOV is made to last. Every piece comes with the statutory warranty: what you can reasonably expect from a piece of jewellery. On top of that, you get our manufacturer's warranty.

Stone settings and clasps get 1 year, because they wear with daily use. The warranty starts on your date of purchase.

✓ Covered

• Manufacturing defects in the jewellery (2 years)
• Material or finishing flaws (2 years)
• Loose stones due to a setting fault (1 year)
• Clasps that don't work properly due to a production fault (1 year)

✗ Not covered

• Breakage or loss
• Damage from careless use
• A stretched necklace or bracelet, for example from catching on something
• Repair or alteration by a third party
• Water, fire or wear-and-tear damage (such as scratches)
• Loose stones or malfunctioning clasps outside the manufacturer's warranty (1 year)

These periods apply to our own manufacturer's warranty. Your statutory rights as a consumer are separate from this and may run longer, depending on what you can reasonably expect from a piece of jewellery.

1. Email us at service@tovessentials.com.
2. Tell us what happened. Add your order number and clear photos or a short video. Necklace or bracelet? Lay it next to a ruler.
3. We'll discuss which option suits you best and explain the next steps.

We aim to reply within 5 working days. Please get in touch first, before taking any action yourself. That saves you unnecessary steps.

Then you have three options:

1. Repair by a local jeweller, at our cost
2. A voucher for the full purchase amount
3. A new, identical piece

None of these feel right? Then we'll think along with you to find another solution.

1. Email us at service@tovessentials.com with your order number and clear photos or a short video of the defect.
2. Ask a jeweller of your choice for an official quote, with the jeweller's name and address, the repair and the price.
3. Send us the quote before the repair. We'll review it and let you know if we can approve it.
4. Approved? Then have your piece repaired and send us the final invoice and your bank account details (IBAN). We'll reimburse the approved amount.

Good to know: once a piece has been repaired by a third party, our warranty on that piece ends and the jeweller's warranty applies.

Then it's no longer covered by our warranty. After the first year, we can't tell whether it was caused in production or by use. The good news: a local jeweller can usually fix a loose stone or a sticking clasp quickly and at a low cost.

No, but it's perfectly normal and easy to fix. It doesn't mean the quality is poor or the gold isn't real. Solid gold is an alloy: gold mixed with other metals to make it strong. These metals can react with your skin's acidity, sweat, perfume, soap, lotion, hairspray or cleaning products. That can make your piece look duller or slightly discoloured. A local jeweller can polish it and bring back its shine. Want to prevent it? Check our Love & Care tips.

Accessories, such as the jewellery box and cleaning kit, have a 3-month manufacturer's warranty from your date of purchase. It covers manufacturing and material defects, such as a faulty clasp or packaging that leaks during normal use. Normal wear, signs of use and careless damage aren't covered. This period is separate from your statutory rights.

Yes. Then we'll think along with you. Tell us what's going on and we'll point you to the best route. A local jeweller can often take care of small repairs and polishing.

We don't resize rings. Ordered the wrong size? Exchange it for another size within 30 days via our returns portal, as long as your ring is unworn.

Of course. We'll need the order number and the name and address details of the person who placed the order. Ask them for these details, or have them get in touch with us.

Let us know as soon as possible at service@tovessentials.com, with your order number and a photo of what you received, including the packaging. We'll sort it out free of charge, including any return shipping.