Delivery & Tracking
Can I track my order?
We only offer trackable shipping options. You will receive an email or text message with delivery information as soon as the package has been shipped from our warehouse in Gothenburg.
How and when will my order be delivered?
Our delivery terms are up to 5 working days. - Unless otherwise stated on our homepage.
To see more detailed information about your delivery choice, please find below:
Your package will be delivered either directly to your home or to a postal agent. As soon as your order has been shipped, you will receive a confirmation email with a tracking link, so you can easily follow the package's journey all the way.
I have entered the wrong delivery address on my order.
We cannot guarantee the ability to change the delivery address on an order that has already been placed.
Please contact our support here as soon as you can and we will do our best to help you. For the fastest handling, please provide your correct and complete shipping address in the contact form and we will see if it is possible to change.
I have received a damaged package, what do I do?
Always check your package when you receive it. If the packaging is damaged, do not pick it up, but report the problem directly to the carrier.
After that, please contact our customer service along with a picture that clearly shows how the package has been damaged and we will be happy to assist you further. Contact our customer service here .
What do I do if I receive a damaged item upon delivery?
A broken item is never fun, we're sorry!
Please contact our customer service via the contact form here and we will help you further. In order for us to be able to help you further, we ask that you send us pictures where we can clearly see the damage.
I have received my order but I am missing a product.
Oh no! That doesn't sound good at all 😬
Please contact our customer service here , and we will take this up with our warehouse and help you further. Please note that we weigh all our packages, which allows us to check afterwards whether everything is actually included.
What happens if I don't pick up my package?
If you do not pick up your order, the package will be sent back to us. 😞 You will then be charged SEK 350 for all costs incurred by an uncollected package.
This is industry standard and is charged to cover postage and handling costs, just as MQ and Lyko apply, for example.
See our terms and conditions here .
Order & Payment
I have received my products, but no invoice?
You will receive the invoice from Klarna when your package has been shipped from our warehouse. If you have not received it, you can also log in to the Klarna app or contact our customer service here .
I ordered the wrong product. Can I change my order?
We cannot guarantee that it will be possible to change your order before it has been shipped. Please contact our customer service via the contact form here as soon as possible, and we will see if it is possible.
Can I complete my order?
Unfortunately, it is not possible to add products to an existing order. If you would like more products, please place a new order.
Has my order been processed?
Please check your trash if it has ended up there. During launches and higher traffic on the website, the order confirmation may also take a while to arrive.
If you have not received your order confirmation the day after a purchase, please contact us here and we will send it to you.
I want to cancel my order.
Unfortunately, we cannot guarantee that your order can be cancelled, as it may have already been shipped. If this is the case, it is of course possible to return the products, provided that the packaging is unbroken.
Please contact our customer service here and we will investigate the possibility of helping you further.
I have received the wrong product.
Oh no! 😒 We are sorry that you have received the wrong product in your order. Our customer service will be happy to assist you further.
Contact us via the contact form on the website and attach pictures where the product name is visible on the faulty item, and we will solve it for you. Of course, we will cover all costs.
Return (I have regretted it)
I regret my order, what should I do?
We at Tilva want you to be 100% satisfied with your jewelry! Here you will find everything you need to know about how to make a return or exchange.
Right of withdrawal
By law, you have a 14-day right of withdrawal from the date you receive your goods.
Please note: Returns, exchanges or refunds do not apply to personally stamped jewelry, as these are made specifically for you.
Conditions for returns
For a return to be approved, the following must be met:
- The item is in original condition (unused and unchanged).
- The item is sent back in its original packaging .
- Any labels and tags remain.
- The product is well packaged so that it is not damaged in transit (you as the customer are responsible for the condition of the product until it reaches our warehouse).
How to make a return or exchange
When returning or exchanging, you pay for the shipping yourself. In order for us to process your request, we need the following information:
- Notify us: Send us a clear message by post or email that you have regretted your purchase.
- Attach information: Include name, contact information, order number, and quantity and name of the products in question.
- When exchanging: Include a note in the package where you write what you want to exchange for (size/color) and a stamped envelope with your address on it for return shipping.
Return address:
Tilva Steel Jewelry
Fringshultsvägen 150
43963 Frillesås
Refund
We will refund you via the same payment method you used for the purchase as soon as we have received and approved your return.
- Klarna: If you paid via Klarna, they will process your refund as soon as we have registered the return.
- Important: Remember to report your return yourself in the Klarna app to pause your invoice and avoid any reminder fees.
We always follow the recommendations of the Swedish Consumer Agency.
Can I exchange a product?
When returning or exchanging, you pay for the shipping yourself. In order for us to process your request, we need the following information:
- Notify us: Send us a clear message by post or email that you have regretted your purchase.
- Attach information: Include name, contact information, order number, and quantity and name of the products in question.
- When exchanging: Include a note in the package where you write what you want to exchange for (size/color) and a stamped envelope with your address on it for return shipping.
Return address:
Tilva Steel Jewelry
Fringshultsvägen 150
43963 Frillesås
How long does the return process take?
We try to refund returned products as soon as possible, usually within a week and no later than 30 days.
Once your return has been registered, it will take:
Card payment: approx. 2-5 banking days
Klarna invoice: corrected immediately
Partial payment: updated on your next invoice
Paid invoice: If the invoice has already been paid, you will receive an email from Klarna with instructions for receiving the refund to your bank account.
I haven't received a returns label. What do I do?
We do not include return labels with your order out of consideration for the environment. You are responsible for your own return costs according to our terms and conditions.
Do I have to return my free gift?
If you are returning an order that included a free gift, the following applies:
The gift and product must be returned in unused and undamaged condition.
Tilva products and gifts are sealed. If this label is broken or the product is opened, the right of return does not apply.
If your product is returned without the included gift(s), your return will be denied.
You are responsible for return shipping. Read our terms and conditions here .
Complaints (Broken product)
How do I complain about a broken product?
If the product is damaged upon arrival, please contact our customer service as soon as possible.
- We are responsible for the shipping: If the complaint is approved, we will of course pay the return postage.
- Solution: We will primarily offer a new, similar product. If the product is out of stock, we will replace it with an equivalent product.
Warranty and Right of Complaints
We want you to feel secure with your purchase at Tilva:
- 1-year warranty: Covers manufacturing and material defects. The warranty does not cover normal wear and tear, accidents or careless handling.
- 3-year right of complaint: According to the Consumer Sales Act, you have the right to complain about original defects for up to three years . After the one-year warranty period has expired, it is you as the customer who needs to prove that the defect was there from the beginning.
How to make a complaint
Contact us as soon as you discover the error:
- Email: info@tilva.se
- Phone: 0735-031827
Tilva follows the guidelines of the Swedish General Complaints Board (ARN) and reserves the right to deny a complaint if the product is not deemed to be defective according to applicable legislation.
I am dissatisfied with the product, can I complain about it?
We do not offer a satisfaction guarantee. If the jewelry/product is unused, please return it according to the instructions under Returns (I have changed my mind)
My complaint has been approved – when will I receive my refund?
We try to refund returned products as soon as possible, usually within a week and no later than 30 days. Once your return has been registered, it takes:
Card payment: approximately 2-5 banking days.
Klarna invoice: Corrected immediately.
Partial payment: Updated on your next invoice
Paid invoice: If the invoice has already been paid, you will receive an email from Klarna with instructions for getting the refund to your account.
Get support
Didn't find the answer to your question? Please contact us via email at info@tilva.se and we will help you.