Questions, answered

We currently ship to the United Kingdom and the United States. Standard delivery is free on every order, with no minimum spend.

Orders are processed within 1 to 2 working days, and delivery takes 7 to 10 working days from the day you order. You will receive a tracking number by email once your order has been dispatched.

Once your order is dispatched you will receive an email with a tracking link. You can also follow it on our order tracking page with your order number and email address, or on your account page.

You can change or cancel your order within 1 hour of placing it. After that we begin processing and changes may not be possible, so contact us as soon as you can.

Returns are free within 30 days of delivery for items in their original condition. Sale items are returned and refunded on the same terms as full-price items. The full wording is in our returns policy.

Visit our returns portal, or contact us with your order number.

Refunds are processed within 5 to 7 working days after we receive your return, back to your original payment method.

We do not offer exchanges. If you need a different size or tone, return the piece for a refund within 30 days and place a new order.

We accept Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay, Klarna, Clearpay and Revolut Pay. Payments are processed securely by Stripe.

Yes. Payments are encrypted and processed by Stripe, and we never store your card details on our servers.

Klarna and Clearpay are available at checkout, so you can split the cost of your order. Choose either one on the payment step.

New clients receive 15% off a first order with the code WELCOME15, entered at checkout.

Our jewellery is stainless steel, finished in gold or silver tone. For clothing, shoes and bags, each product page gives the fabric and materials as the maker describes them, with the care instructions.

Store pieces apart so they do not rub against each other, and wipe them with a soft, dry cloth.

Where a piece comes in more than one option, the product page lists them before you add it to your bag: clothing and shoe sizes, chain lengths in centimetres and inches, ring sizes by number and widths in millimetres.

Return it free within 30 days of delivery for a refund, then order the size you need.

Ask Thiva, use the form on our contact page or email support@shopthiva.com. We reply within 24 hours.