Frequently Asked Questions (FAQ)
General
Q: What is Tovian Instinct?
A: Tovian Instinct is a refined menswear brand based in Australia, offering timeless, versatile clothing designed for everyday confidence. Our pieces are carefully sourced and curated to balance elevated style with ease of wear.
Q: How do I contact customer support?
A: Reach us at support@tovianinstinct.com or via our Contact Us page. We aim to respond within 1 business day.
Orders & Shipping
Q: Where do you ship?
A: We ship worldwide. Shipping times and costs vary by location.
Q: When will I receive my order?
A: Orders are processed in 1–5 business days. Estimated delivery times:
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Australia: 7-14 business days
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United States: 13–20 business days
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Canada, Europe: 13–24 business days
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Mexico, Central & South America: 18–30 business days
Q: Where do orders ship from?
A: All orders are shipped from our fulfilment centres in China. You may be charged customs duties or import taxes depending on your country’s regulations.
Q: Can I change or cancel my order?
A: Orders can only be changed or cancelled within 24 hours of purchase. Email support@tovianinstinct.com as soon as possible.
Q: What if my order is delayed?
A: If your order exceeds the estimated delivery window, contact us and we’ll look into it promptly.
Returns
Q: What is your return policy?
A: Returns are accepted within 30 days of delivery for unused, unwashed items with original tags. We do not offer exchanges. Please review our Returns Policy for full details.
Q: How do I return an item?
A: Email support@tovianinstinct.com with your order number to initiate a return. Once received and inspected, we’ll issue your refund.
Q: Who pays for return shipping?
A: Return shipping costs are the customer’s responsibility, unless the item is faulty or incorrect.
Q: What if I receive a faulty or incorrect item?
A: We’re sorry for the trouble! Email us with photos of the issue and we’ll resolve it quickly.
Sizing & Fit
Q: How do I choose the right size?
A: We use body-based sizing across all products. Check the size chart on each product page and visit our Find Your Size guide for step-by-step help.
Q: Are your sizes true to Australian standards?
A: Yes — all sizing is converted to match Australian standard sizing, so you can shop with confidence.
Product & Care
Q: Where are your products made?
A: Our garments are sourced from trusted manufacturers in China, carefully selected for quality, consistency, and fit.
Q: What fabrics do you use?
A: We focus on premium everyday materials — including cotton, wool, linen blends, and knits — all chosen for their balance of feel and function.
Q: How should I care for my clothing?
A: We recommend cold machine wash and air drying for most items. Always refer to the care label for specific instructions.
Payment & Security
Q: What payment methods are accepted?
A: We accept Visa, Mastercard, PayPal, Apple Pay, and Google Pay.
Q: Is checkout secure?
A: Yes. Our site uses SSL encryption and trusted payment gateways to protect your information.
Promotions & Product Availability
Q: Do you offer discounts?
A: Occasionally. Join our newsletter for early access to product drops and exclusive offers.
Q: Will sold-out items be restocked?
A: Some may return, but many pieces are limited in availability. You can sign up for restock alerts on product pages.
Q: Do you have a rewards program?
A: Not yet — but we’re working on it. Subscribe to stay updated.
For anything else, don’t hesitate to reach out — we’re always happy to help.