FAQ

Quick answers to the questions we hear most. Can't find yours? Email customer-care@shoptovi.com — we respond within 24–48 business hours.

Orders

How do I know my order went through?
You'll receive an order confirmation email within minutes. If it hasn't arrived, check your spam folder, then contact us.

Can I change or cancel my order?
Yes — before dispatch. Contact us immediately at customer-care@shoptovi.com; orders cancelled before dispatch are refunded in full. Once dispatched, our 30-day return policy applies.

Can I change my delivery address?
Only before dispatch — contact us immediately if you spot an error.

When does my order become final?
Our confirmation email acknowledges your order; acceptance happens when we dispatch it. Until then, we may cancel and fully refund if needed (for example, a stock or pricing error).

Shipping

How long until my order arrives?
Processing takes 1–3 business days, then transit: typically 5–8 business days (express) or 10–20 (standard) to the US and UK; 5–12 express or 10–25 standard for Europe; 7–12 express or 12–25 standard for Canada, Australia, and New Zealand; and 7–15 express or 15–30 standard elsewhere.

Do you ship to my country?
We ship worldwide. Options and costs appear at checkout; if we can't reach your location, we'll refund you in full.

How does tracking work?
You'll receive a tracking number by email once your order is dispatched. Allow 2–5 days for tracking to activate as your parcel enters the delivery network.

Why did my items arrive in separate parcels?
Multi-item orders may ship separately for speed. There's no extra charge.

Will I pay customs or duties?
Possibly — import duties and local taxes are set by your country's authorities and are the customer's responsibility.

Returns

How long do I have to return an item?
30 days from delivery. Email refund@shoptovi.com with your order number to start — please wait for confirmation before sending anything back.

My item arrived damaged — do I have to post it back?
No. Send clear photos or a short video within 30 days and we'll send a free replacement or full refund — no return needed.

Can I return an opened skincare or makeup product?
For hygiene reasons, no — unless it's faulty. Unopened items in original packaging with seals intact can be returned within 30 days.

Who pays return shipping?
We do for faulty, wrong, or damaged items (usually no return needed). For change-of-mind returns, the customer covers return shipping.

Refunds

How long does a refund take?
We review within 1–2 business days, process within 2 more, and your bank posts it within 2–10 business days.

Will I be refunded to my card or as store credit?
To your original payment method by default — or store credit if you prefer a faster resolution.

My refund hasn't shown up — what should I do?
Check your bank statement and contact your card provider first, as posting times vary. Still missing? Email refund@shoptovi.com and we'll follow up.

Payments

Which payment methods do you accept?
All major cards and the express payment options shown at checkout. Prices are in US Dollars (USD).

Is my payment information safe?
Yes. Payments are processed by secure, PCI-DSS-compliant providers — Shoptovi never sees or stores your full card number.

What if I see a charge I don't recognise?
Contact customer-care@shoptovi.com first — we resolve billing questions faster than a bank dispute.

Products

Are your product descriptions accurate?
We describe and photograph products as accurately as possible. Minor variations in colour, scent, or packaging can occur and are not defects.

How do I know which product is right for me?
Every listing explains what the product does, how to use it, and who it suits. Still unsure? Email us — we're happy to advise.

Are products safe for sensitive skin?
Check each product's description and ingredient notes. We recommend a patch test with any new skincare product.

Accounts

Do I need an account to order?
No — guest checkout is available. An account lets you track orders, view history, and reorder faster.

How do I sign in?
Shoptovi uses secure, passwordless sign-in: enter your email and we send you a one-time code. No password to remember or lose.

How do I see my order status?
Sign in via the account icon to view live order status and tracking.

Security

Is shopping on Shoptovi secure?
Yes — the entire site runs on encrypted (SSL/TLS) connections and checkout is PCI-DSS compliant.

Do you sell my personal data?
Never. We share information only with the trusted service providers needed to fulfil your order. See our Privacy Policy.

How do I delete my data?
Email info@shoptovi.com from your account email and we'll process your request within the timeframe required by law.