Frequently asked questions

Where is my order?

Use the Track my order page with your order number and postcode. Your tracking link is also in your dispatch email.

How long is delivery?

5 to 7 working days, tracked, and included in the price. We show your delivery dates before you pay.

How do returns work?

You have 30 days, no quibble and no forms. Email support@tolv.co.uk or call 01730 555 012 with the order number and we send a prepaid label the same working day. Your refund lands within 3 working days of the parcel reaching us.

My item arrived damaged.

We send a replacement first and ask questions later. A photo helps, but we do not need it to act.

Can I cancel my order?

Yes. Call or email before dispatch and we cancel and refund the same day. After dispatch, the 30 day returns promise covers you instead.

How do I pay?

Visa, Mastercard, American Express, Apple Pay or Google Pay. The price you see is the price, delivery included.

Is my card safe?

Payments are handled by Stripe. Your card details are encrypted. We never see them.

Who is TOLV?

TOLV is part of Robert Scotts Commerce Ltd, a Hampshire retail business with over 100,000 orders shipped across our stores. The full list of what we hold ourselves to is on The TOLV Promise page.