Refund and return policy
Thank you for shopping with Tōtōte. We want you to be happy with your purchase, but we also need to protect our small business. Please read our policy carefully.
1. Return Window
Our refund and returns policy lasts 14 days from the date you receive your order.
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If 14 days have passed since delivery, unfortunately we can’t offer you a refund or exchange (unless your item is faulty under UK consumer law — see Consumer Rights Act 2015 or the GOV.UK guidance on returning faulty goods ).
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To notify us of a return, please email [email protected] with your order number and photos of the item.
2. Eligibility for Return
To be eligible for a return:
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The item must be unused, unworn, and in the same condition that you received it.
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It must be returned in the original packaging.
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Proof of purchase (order confirmation or receipt) is required.
3. Non-Returnable Items
Certain items cannot be returned:
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Customised / personalised goods (because they are made uniquely for you and cannot be resold).
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Gift cards.
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Sale items (only full-priced items may be refunded).
4. Faulty or Damaged Items
If your item is faulty, damaged, or incorrect on arrival, you are entitled to a replacement or refund. Please contact us within 48 hours of delivery with photos of the damage/defect.
5. Refunds
Once your return is received and inspected, we will notify you by email whether your refund is approved.
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If approved, the refund will be processed back to your original payment method within 5–10 working days.
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Shipping costs are non-refundable, except where the item is faulty or we sent the wrong item.
6. Late or Missing Refunds
If you haven’t received a refund yet:
Check your bank account again.
Contact your credit card company or bank — it may take a few days for refunds to appear.
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If you still have not received your refund, please contact us at [email protected] .
7. Exchanges
We only replace items if they are defective or damaged. If you need to exchange for the same product, email [email protected] before sending it back.
8. Gifts
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If the item was marked as a gift and shipped directly to you, you’ll receive a gift credit once we receive your return.
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If the gift was sent to the giver first, the refund will go to the gift giver.
9. Returning Your Item
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To return your product, please mail it to:
{Insert your business return address here}-
Customers are responsible for paying return shipping costs (unless the item is faulty).
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We strongly recommend using a trackable shipping service or shipping insurance, as we cannot guarantee receipt of your returned item.
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10. Statutory Rights
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Nothing in this policy affects your statutory rights under UK consumer law, which may give you the right to a refund, repair, or replacement if the goods are faulty or not as described.
11. Contact Us
If you have any questions about refunds and returns, please contact us at: [email protected]