Frequently Asked Questions

Yes — we offer free shipping on all orders within the United Kingdom, with no minimum spend.

We currently ship exclusively within the United Kingdom.

Orders are processed within 1 to 3 business days (Monday through Friday), excluding weekends and public holidays. After dispatch, delivery takes an estimated 3 to 8 business days — a total of approximately 4 to 11 business days.

You'll receive a tracking number by email once your order has shipped. Please allow up to 24 hours for the tracking information to activate.

If your order hasn't arrived within the estimated delivery window, we'll open an investigation with the carrier 3 business days beyond that window (14+ business days in total). Please contact us at support@tivmy.com and we'll help resolve it.

Please make sure your delivery address is accurate at checkout. Tivmy is not liable for misdeliveries caused by an incorrect address, and any re-shipping costs would be the customer's responsibility. For more detail, see our Shipping Policy.

You may cancel your order within two (2) hours of purchase by contacting our customer service team at support@tivmy.com. If your order has already been shipped, please follow our return process instead.

Your order becomes binding only upon our shipping confirmation. You'll receive an email once your order is on its way.

In the rare event your order arrives defective or damaged, please contact us within 48 hours of delivery with your order number and clear photographic evidence of the defect or damage. We will cover the return shipping costs and offer a full refund or a replacement at no extra charge.

If you receive an item different from what you ordered (e.g. incorrect size, colour, or product), please contact us immediately at support@tivmy.com. We will arrange for the correct item to be shipped to you and cover all associated return shipping costs for the incorrect item.

Items can be returned within 30 calendar days from the date of delivery. All returned items must be in their original, unused, and resalable condition, with all original tags attached and in their original packaging. A valid receipt or proof of purchase is required, and Tivmy does not charge any restocking fees.

To initiate a return, please follow these steps:

• Email support@tivmy.com with your order number, the reason for your return, and any supporting photos if the item is defective or damaged.
• Our team will review your request and, if approved, provide a Return Merchandise Authorisation (RMA) number and detailed return shipping instructions.
• Securely package the item(s) in their original packaging with all tags and accessories, and clearly mark the RMA number on the outside.
• Ship the item back to our Returns & Fulfilment Centre at Duxford Business Park, Hurdles Way, CB22, Duxford, Cambridge CB22 4PA, United Kingdom. We recommend using a trackable shipping service and purchasing shipping insurance.

The cost of return shipping is covered by the customer, except in cases where the item is defective, damaged, or incorrect — in those cases, we cover the return shipping costs.

Once your return is received and inspected, we will send you an email notification. If approved, your refund will be processed to your original method of payment within 5 business days. Please note it may take additional time for your bank or credit card company to post the refund to your account.

If you have not yet received your refund, first check your bank account again. Then contact your credit card company, as it may take some time before your refund is officially posted. Next, contact your bank, as there is often some processing time before a refund is posted. If you have done all of this and still have not received your refund, please contact us at support@tivmy.com.

We do not offer direct exchanges. If you wish to exchange an item for a different size, colour, or product, please follow the return process for the original item and place a new order for the desired item through our website.

Nothing in our Refund Policy affects your statutory rights under UK consumer law, including your rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Under these regulations, you have the right to cancel your order within 14 days of receiving your goods without giving any reason. Full details are in our Refund Policy.

We accept major credit and debit cards. When placing an order, you confirm that you have the legal right to use your chosen payment method and that the payment details you provide are accurate.

Yes. All payments are processed securely, and your card details are handled in line with our Privacy Policy.

Yes — all prices include VAT. Our VAT number is GB 482 9912 43.

All descriptions of products or product pricing are subject to change at any time without notice. We also reserve the right to refuse or cancel any order for an item that has been mispriced.

We do our best to display colours accurately, but exact colour accuracy cannot be guaranteed, as this can vary between screens and monitors.

Our terms operate under the laws of England and Wales, with any disputes resolved exclusively in the English courts. See our Terms of Service for full details.

We collect contact details (name, address, phone number, and email address), payment and financial information, account information, transaction history, device and usage data, and any communications you send us.

We use your information to process your payments and fulfil your orders, manage your account, provide customer support, send marketing communications where permitted, detect and prevent fraud, and comply with our legal obligations.

We share information with Shopify, vendors, and other third parties who perform services on our behalf, as well as business and marketing partners, and with law enforcement where legally required.

Yes. In line with UK regulations, we request your consent before placing non-essential cookies. You can disable cookies in your browser, though this may limit some functionality.

Account and transaction data is retained for seven (7) years after your last interaction with us. Marketing data is retained for approximately three years unless you opt out.

Under UK GDPR, you have the right to access, rectify, and erase your personal information, the right to data portability, to restrict or object to processing, and to withdraw consent. You may also file a complaint with the Information Commissioner's Office. To exercise any of these rights, email support@tivmy.com. See our Privacy Policy for details.

You can reach us at support@tivmy.com or by phone at +44 20 3769 1241. We typically respond within 24 hours.

Business hours:
Monday – Friday: 8:00 AM – 6:00 PM
Saturday – Sunday: 10:00 AM – 4:00 PM

Our company address is 43 French's Rd, Arbury, Cambridge CB4 3JZ, United Kingdom. Our Returns & Fulfilment Centre is located at Duxford Business Park, Hurdles Way, CB22, Duxford, Cambridge CB22 4PA, United Kingdom.

Tivmy LLC · Company Registration Number 14837998 · VAT number GB 482 9912 43.