FAQs

How can I contact Tivanu?

You can email us at info@tivanu.com. Our customer service team is here to help and will gladly assist you with any questions you may have!

Do you ship worldwide?

Yes, we ship worldwide.

Where do you ship from?

All of our products are shipped from Hong Kong.

Can I change or cancel my order?

Since we aim to process orders as quickly as possible, we kindly ask that you request any changes or cancellations within 12 hours of placing your order.
Requests made after this timeframe can unfortunately no longer be processed. However, once you receive your order, you may return it for a full refund.

What payment methods do you accept?

We accept all major credit cards (VISA, Mastercard, AMEX, iDEAL) and PayPal.

When will my order be processed?

All orders are processed and shipped from our warehouse. Please allow additional processing time during holidays or sale periods.
We process orders Monday through Friday. Orders are handled within 1–3 business days and usually shipped the following day.
Please note that we do not ship on weekends.

How long will it take to receive my order?

Due to high demand, delivery may take 2 to 4 weeks.

What if I don’t receive my order?

If you haven’t received your order within 30 days after it was shipped, you are entitled to a full refund.

Will I have to pay customs duties or taxes?

The prices on our website are excluding VAT and import duties, and are displayed in euros.
Upon delivery, your local customs office may charge additional fees such as import taxes or customs duties. These charges are your responsibility and will not be covered by Tivanu.

We are also not responsible for any delays caused by your country’s customs office. For more information about these charges, please contact your local customs authority.

How do I return an item?

Please contact us at support@tivanu.com for return instructions. We're happy to assist you!

What if the item I received is defective, incorrect, or damaged?

If you received the wrong item, a damaged product, or something is missing from your order, please contact us immediately.
Include your order number, clear photos of the issue, and any relevant information so we can resolve your situation as quickly as possible.

When will I receive my refund?

Refunds are always processed via the original payment method.
If you paid by credit or debit card, the refunded amount will be sent to your bank within 7–10 business days after we receive your return or approve the cancellation.

Haven’t received your refund yet?
✔ Please contact your bank or credit card provider. Sometimes it may take a few days for the refund to appear in your account.