Serpentine

We respond to emails and process returns from Monday to Friday 9am -5pm EST. Any requests received on the weekend will be replied to on the following Monday.

We hope that you are completely satisfied with your TOVA purchase. However, if for any reason you are unsatisfied with your purchase, please feel free to return for an exchange or refund within 10 days of your delivery confirmation date. 

If you fail to contact us to begin the return process within 10 days of your delivery confirmation date, your return will not be eligible for a refund or exchange. Any return requests received AFTER the initial 10 days but WITHIN 20 days from the delivery confirmation date will be eligible for a STORE CREDIT ONLY. Unfortunately any return requests received after 20 days from delivery confirmation date will not be eligible for any type of refund, exchange or store credit.

This does not apply to any items purchased from the "SALE" section. Those items are FINAL SALE and are not eligible for any exchange, refund or store credit.

Original shipping costs are non-refundable. Customers are responsible for the return shipping costs on all returns and/or exchanges. 

If we made a mistake and sent you the wrong item (yes, we are only human and sometimes do make a mistake), we will send you a new replacement item with a return label in box for the unwanted item. 

*All returns and/or exchanges must be approved first*

*Merchandise must be unworn and include all of the original packaging*

In order to return or exchange your purchase, please follow these easy steps:

1. Email info@tovastore.com within 10 days of your delivery confirmation with your name, order number and reason for the return. We will issue you a Return Authorization number. 
2. Please carefully package the item(s) to be returned.
3. When returning the item, please add the RA# (Return Authorization number) to the reference field on the shipping label.  
4. Make sure to include all of the necessary paperwork.
5. Please email the tracking number to info@tovastore.com
6. Address the box to: 

If you fail to ship your return within 5 days from the return confirmation email date, your return request will be voided. Shipping charges are non-refundable.

Please indicate in the required international paperwork (commercial invoice) that this shipment is a RETURN OF IMITATION JEWELRY MADE IN CANADA.

TOVA is not responsible for any duties and taxes incurred on any return. Any costs incurred on a return shipment will be deducted from the refund amount. Please label your return properly.

We recommend that you ship the item(s) using a carrier that can provide you with a tracking number to ensure delivery. 

You will receive an email confirmation once your package has been received, inspected and processed for a refund or credit. The refund will be issued via the original payment method used at the time of purchase.

*For your convenience, we offer easy and hassle free UPS electronic international return labels for $20.00 (includes shipping, customs brokerage & entry prep fees). It's really simple. During the return process just mention in your email that you would like to purchase a return label. Within 1-2 days you will receive an email where you can print the label. Simply place the label on the box and drop it off at any of the many UPS stores or drop off locations. It's that easy! 

If any TOVA jewelry items purchased break within 30 days of your original purchase, TOVA will repair the piece free of charge or replace the piece. We hope to be able to repair your piece, but please be aware that some of our supplies are limited in quantity and repairs are not always possible. Warranty does not cover damages caused by improper care, accidents or natural breakdown of materials over extended use and time. All defective or damaged products should be returned to us for examination and evaluation

WE OFFER FREE SHIPPING ON ORDERS OF $100 & OVER TO CANADA AND $150 & OVER TO CONTINENTAL USA & PUERTO RICO. (Excluding handbags due to their size and weight. They have fixed rate shipping)

FREE SHIPPING PROMOTION IS UPGRADED TO NEXT DAY AIR UNTIL DECEMBER 22nd. That does not guarantee delivery before Christmas.

All orders ship from Montreal, Quebec, Canada via UPS, DHL or Canada Post/USPS. Shipping charges are calculated at checkout. Please allow 1-3 business days for us to process and ship your order.

**We have been experiencing issues with DHL shipping. Until further notice, all orders requesting DHL shipping will be upgraded to UPS Express Saver which is the equivalent service speed of 1 business day. This change has been made with our customers best interests in mind**  

TOVA does not ship on Saturdays, Sundays or Canadian holidays

TOVA is not responsible for any UPS, DHL or Canada Post/USPS delays. We’re sorry but they are completely out of our control. Especially during this global pandemic.

***UPS & DHL DO NOT SHIP TO P.O. BOXES***

It is the responsibility of the customer to ensure that the shipping address associated with their purchase order or PayPal account is correct at checkout. TOVA is not responsible for deliveries to incorrectly entered addresses once an order has been placed. If an order be returned to sender, the entire shipping costs including any applicable duties, taxes and brokerage fees will be deducted from the customer’s refund amount.

INTERNATIONAL SHIPPING

TOVA JEWELRY ORDERS ONLY that are destined for continental USA & Mexico arrive duty free under the new USMCA/CUSMA agreement. There will be no additional duties or taxes to pay upon delivery.

All other international shipments are calculated at checkout and shipped via UPS, DHL or Canada Post/USPS.

Duties and taxes are not included in the total at checkout. TOVA is unable to supply estimated duties and taxes as they are determined by the customs agency within the destination country. Duties and taxes are based on the value of the order of the goods imported. Through changes are not always incurred, the recipient is responsible for paying the duties and taxes due on their package. TOVA cannot adjust the value of your order, as we are required by law to disclose the full value of the contents. The international shipping cost paid at checkout is non-refundable. UPS, DHL or Canada Post/USPS determines a package “abandoned” when the delivery is ignored or refused by the recipient. If the package is “abandoned” and returned to sender (TOVA), any applicable duties, taxes and brokerage fees will be deducted from the customer’s refund amount.

*JEWELRY WITH PATINA FINISH SHOULD NEVER GET WET OR WASHED. WATER IS IT'S ENEMY AND WILL SURELY RUIN THE PATINA FINISH*

To Keep Your Fashion Jewelry Dry and Tarnish Free

Don't Wash Dishes or do Laundry with Your Jewelry on

Many cleaning products that come in contact with your beautiful jewelry that can take off the finish. Why? Because of the harsh chemicals.

Don't Wear Jewelry In Pool or at the Spa

Chlorinated water can react with the metals found in jewelry causing your awesome bangle or necklace to change color.

Don't Use Jewelry Cleaner

Cleaner made for silver, gold, or platinum is way too harsh for fashion jewelry which is usually plated with these precious metals. 

Don't Put on Lotion or Perfume with your Jewelry on

For the same reasons listed above, lotions and perfumes that are not 100% natural can react unfavorably with your jewelry. 

Basically, keep your jewelry away from the following:

• water
• dish-washing soap
• lotion
• perfume
• silver cleaner
• other harsh chemicals

Last On, First Off

Put Your Jewelry on After You Put Your Clothes on and Before Your Take Your Clothes Off

Doing this will ensure that your clothing doesn't get caught on your sweater or t-shirt during the clothing removal process. An accidental pull of your necklace while taking off your shirt can cause a chain or string to break!

Remove Your Jewelry During Activities 

When performing mundane and fun tasks, such as laundry, cooking, or gardening, remove your jewelry to prevent physical damage or exposure to cleaning chemicals or cleaning fluids.

Put Jewelry On After Applying Hairspray and Makeup 

This goes back to keeping your jewelry dry. Perfumes, hairspray, lotion, and makeup usually contains harsh chemicals that can damage your beautiful jewelry. By waiting until you are all done your beauty routine you can avoid potential damage.

Store Your Fashion Jewelry Properly to Keep it Looking Great for years!

Keep Your Jewelry Secure

Store your jewelry in a jewelry box or other secure container that will prevent your baubles from moving around. You can also store your jewelry in a silk or velvet pouch and put each pouch in a decorative shoe box. 

Use Anti-tarnish Paper

When storing your fashion jewelry try wrapping each piece in anti-tarnish paper. If you don't have anti-tarnish paper use an eyeglass cloth instead!

Avoid Air! 

The air around us is what makes metal tarnish. We recommend using a Ziploc or sandwich bag with the air squeezed out to prevent oxidization.