Frequently Asked Questions

Orders are generally processed within 1–4 business days after successful payment confirmation. Business days are Monday through Friday, excluding weekends and public holidays.

Processing time is separate from estimated transit time. More information is available in our Shipping Policy.

We currently offer shipping to the United States, Europe, and other eligible international destinations.

Delivery availability may vary for remote locations, islands, overseas territories, or areas with limited carrier access. Customers may contact [email protected] for assistance before placing an order to a remote location.

Standard shipping to the United States is €5.99. Eligible orders of €110.00 or more qualify for free standard shipping. Estimated transit time is generally 3–7 business days after shipment.

European shipping is €8.99. Eligible orders of €139.00 or more qualify for free standard shipping. Estimated transit time is generally 5–10 business days.

Shipping to other international regions is €11.99 with an estimated transit time of approximately 7–15 business days. Free shipping is not generally available for these regions.

Once an order has been dispatched, tracking information is normally provided by email where available.

Customers may also visit our Track Order page. Tracking information may require approximately 48–72 hours after shipment confirmation to begin showing updated carrier activity.

Yes. Orders containing multiple items may occasionally be divided into separate shipments because of inventory locations, packaging requirements, or fulfillment arrangements.

Separate parcels may arrive on different dates and may have individual tracking information.

International orders may be subject to customs duties, import taxes, VAT, GST, clearance fees, or similar charges imposed by the destination country.

Unless these charges are specifically collected during checkout, they may remain the customer's responsibility. Please see our Shipping Policy for additional details.

We currently support Visa, iDEAL, American Express, PayPal, Mastercard, Google Pay, Discover, and Apple Pay .

Payment method availability may vary depending on the customer's country, device, browser, bank, or payment provider.

Orders placed through tovemrix.com are processed in EUR (€).

If a customer's payment account uses another currency, the applicable bank or payment provider may convert the transaction using its own exchange rate and may apply additional conversion or banking fees.

We use established payment providers, including Stripe-supported payment services and PayPal.

Security measures may include HTTPS, SSL/TLS encryption, encrypted payment transmission, tokenization, fraud monitoring, and 3D Secure authentication where supported or required.

Further information is available in our Payment Policy.

Payments may be declined or delayed because of incorrect payment information, insufficient funds, banking restrictions, authentication failure, fraud-prevention checks, or temporary technical issues.

Customers may try another available payment method or contact us at [email protected] for order-related assistance.

Eligible return requests may generally be submitted within 30 days from the date of delivery.

Requests submitted more than 30 days after delivery are generally not accepted unless otherwise required by applicable law. Please review our Refund & Returns Policy for full conditions.

Returned merchandise should generally remain unused, unwashed, unaltered, and free from stains, food residue, odors, chips, cracks, scratches, or other damage occurring after delivery.

Items should remain suitable for reasonable inspection and, where appropriate, resale. Original components and protective materials should be included where reasonably possible.

When a return results from a change of mind, ordering mistake, or another reason unrelated to an error on our part, the customer is generally responsible for return shipping costs, unless otherwise required by applicable law.

If an item arrives damaged, defective, materially different from the order, or incorrect because of our fulfillment, we will review the circumstances and, where appropriate, arrange or reimburse reasonable return shipping costs.

Customers are encouraged to contact us at [email protected] within 48 hours after delivery whenever reasonably possible if an item arrives damaged, defective, incorrect, or if merchandise is missing.

Providing the order number, a description of the issue, and clear photographs of the merchandise and packaging can help us review the matter efficiently.

Approved refunds are generally processed by us within 7 business days after the refund has been confirmed, including after an eligible return has been received and approved where a physical return is required.

Refunds are normally returned to the original payment method. After we issue a refund, the customer's bank, card issuer, PayPal, or other payment provider may require additional processing time before the funds appear in the account.

We use reasonable technical and organizational safeguards including HTTPS, SSL/TLS encryption, restricted administrative access, account authentication, security monitoring, software updates, and access controls.

Further information about privacy and data security is available in our Privacy Policy.

Personal information collected through our website is generally retained for no longer than 12 months from collection or completion of the relevant customer interaction, where appropriate.

Information may be retained longer where required by applicable law, tax or accounting obligations, a binding legal process, or an unresolved payment or legal dispute.

Customers may contact our support team at [email protected] or visit our Contact Us page for assistance with orders, shipping, payments, returns, refunds, or privacy questions.

Providing the relevant order number for an existing purchase can help us review the request more efficiently.