Returns

Returns/Exchanges
To be eligible for a return, your item must be unused and in the same condition that you received it. We will gladly accept your return or exchange request within 14 days of receipt. Once we have notified you that we have accepted the return request, the item must be posted within 5 working days of the notification.

If we do not receive the return within that period, we will assume you are happy to keep the item.

You will be responsible for any shipping costs incurred for returns and exchanges. We accept no responsibility for return items lost in transit and therefore advise that return items are sent recorded delivery which has insurance cover to £50.  Any items returned which are over this amount should be returned special delivery.

Please complete the form below with the following details:

  • Order number
  • Reason for returning
  • If you would like an exchange, please provide details of the replacement item you require

Damaged Items and Exchanges
All our items are inspected upon despatch. However, in the unlikely event that you receive a damaged item, it must be reported to us within 4 days of receipt. We are happy to replace an item if it is defective or damaged upon your receipt of it.

Should you receive a damaged item, please complete the form below with the details of the damage. Upon request, we will exchange the item but please note that this is subject to availability. Alternatively, you have the option to select another item or opt for a refund if the replacement item is out of stock.

Tivello will refund postage costs (2nd class recorded delivery only) incurred for the faulty item being returned.  If a replacement is requested, this would be despatched free of charge.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you accordingly. If it qualifies for a refund, a credit will automatically be applied to your original method of payment, within 3-5 working days.

Shipping
Please only ship items back to us once we have confirmed your return via email. Any items sent back without our confirmation will only lead to delays in refunds or exchanges.

To return your product, please address to:

PO Box 477
Ruislip
Middlesex
HA4 4JL

If you are shipping an item over £50, you should consider using a trackable shipping service or consider purchasing shipping insurance.