Delivery policy

We currently deliver only to addresses in Romania, to any location served by the couriers we work with.

We deliver through partner courier companies. We choose the courier for each order based on the destination and the delivery option you pick.

Courier to your address

The parcel is delivered to the address you give in your order: your home, your office or another address. The courier may contact you by phone or text before delivery, so please give us a phone number where you can be reached.

To deliver the parcel, the courier receives your name, delivery address, phone number and, where needed, email address from us, plus the amount to collect for cash on delivery. You can read more about this in our Privacy policy.

Delivery within Romania is currently free for every order.

You see the exact delivery cost in your cart and in the order summary before you place the order. The cost shown when you place the order does not change afterwards, and there is no extra fee for cash on delivery.

Delivery costs and the free delivery threshold may change over time. Each order is charged at the rates shown when it was placed.

For deliveries within Romania you can pay the courier for your order when you receive the parcel. The payment methods accepted at the door (cash or card) depend on the courier.

• Cash on delivery is not available for orders with a total above 5,000 lei.
• There is no extra charge for cash on delivery.

If you no longer want the order, please write to contact@tivona.ro before it is dispatched so we can cancel it, rather than refusing the parcel on delivery (section 8).

We prepare your order once we have confirmed it; for online card payments, once the payment succeeds. We usually hand the parcel to the courier within 1–2 working days. Orders placed at weekends or on public holidays are prepared from the next working day.

After dispatch, delivery usually takes 1–3 working days within Romania. We email you when your order is on its way; if you have an account, you can also see the order status under Orders.

Maximum delivery time

In any event, we deliver without undue delay and no later than 30 days after the contract is formed, that is, from the moment we confirmed we had received your order, unless we have agreed a different time with you (Article 18(1) of Romanian Emergency Ordinance (OUG) no. 34/2014).

• If we do not deliver within this time, you can ask us to deliver within an additional period appropriate to the circumstances. If we still do not deliver, you can end the contract.
• You can end the contract straight away, without an additional period, if we refuse to deliver or if delivery by a specific date was essential — for example, because you told us so before ordering.
• If you end the contract for these reasons, we refund everything you paid, without undue delay and within 7 days of the day you tell us your decision (Article 18(2)–(4) of OUG no. 34/2014).

Please check the parcel when you receive it, in front of the courier if possible: the outer packaging should not be torn, crushed, wet or stained (stains can mean a product has leaked).

• If the parcel is visibly damaged, you can ask the courier to record the damage (for example, in a damage report) or you can refuse the parcel. If you can, take photos of the parcel before opening it.
• If, after opening it, you find broken, leaking or damaged products, a missing product or the wrong product, write to us at contact@tivona.ro with your order number, photos of the parcel (including the shipping label), the inner packaging and the products, and a short description.
• Keep the parcel, the packaging and any damaged products until the matter is resolved. If we ask you to send them back, we pay for the delivery.

For missing, damaged or wrong products we send you the correct products or replace the damaged ones free of charge; if the product is no longer available, or if you prefer, we refund the amount you paid for it.

When the risk passes to you

Until you, or a person you name (other than the courier), take physical possession of the parcel, the risk of the products being lost or damaged is ours (Article 20 of OUG no. 34/2014). If a parcel is lost or damaged in transit, we deal with the claim against the courier, and you get your products or your money back (section 9).

Many of our products come in glass packaging. We pack them with protective material, and the containers have tightly closed caps and, where applicable, a protective seal so they do not leak in transit.

Heat and cold

Formulas with natural ingredients can be sensitive to extreme temperatures: heat can soften creams and balms or make them separate for a while, and severe cold can change their texture. To make sure they reach you in the best condition:

• receive or collect your parcel as soon as you can, especially in summer and winter;
• do not leave the parcel or the products in a car, in direct sunlight or in the cold;
• after a very hot or very cold day, leave the products at room temperature for a few hours before opening them.

If a product looks unusual when it arrives (separated, leaking, or with a changed scent or colour), do not use it and write to us with photos. We will look into it and, if the product is not in conformity, replace it.

A tip before unpacking: only remove a cosmetic’s protective seal once you are sure you are keeping the product. Sealed products that have been unsealed can no longer be returned under the right of withdrawal, for hygiene and health protection reasons; the details are in our Return policy.

Before placing your order, check the address and phone number. If you want to change the address after placing the order, write to us as soon as possible: we can only change it until the parcel is handed to the courier.

If you are not available, the courier usually tries to contact you and rearrange delivery, under its own rules. If the parcel still cannot be delivered or collected, the courier sends it back to us and we contact you. You can choose:

To have the parcel sent again

If delivery failed for reasons on our side or the courier’s, we send it again free of charge. If it failed because the address or phone number was wrong or incomplete, or because the parcel was not accepted or collected, you pay only the cost of a new standard delivery, which we tell you before sending the parcel again.

To cancel the order

If you paid online, we refund you under the right of withdrawal rules in our Return policy, including the original delivery cost; we may keep only the direct cost of the parcel being returned to us, which we have told you about and can show. If you chose cash on delivery, you have not paid anything, so there is nothing to refund.

If you have changed your mind, it is simpler for both of us if you write before the order is dispatched so we can cancel it, rather than refusing the parcel. You have the right of withdrawal either way, under the conditions in our Return policy.

If your parcel has not arrived within the estimated time, write to us at contact@tivona.ro with your order number. We will check with the courier where the parcel is and keep you updated.

If it turns out that a parcel was lost or damaged in transit before reaching you, we send the products again at no cost or, if you prefer, refund the full amount you paid for them, including delivery. We handle the claim against the courier ourselves.

Your rights regarding the maximum delivery time are described in section 5.

For any question about delivering an order, write to us at contact@tivona.ro or use our contact page. We reply on working days, as soon as we can.

The general rules for orders, payment, guarantees and complaints are in our Terms and conditions, and returns are explained in our Return policy.