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CANCELLING ORDER

If you cancel your order before your order has been despatched, any payments made by you will be refunded in full within 10 calendar days of receiving your cancellation request.

If you cancel your order after your order has been shipped from our premises, your order will need to be processed as a return (see below).

RETURNS | REFUNDS

If you would like to return your Tototè.Studio purchase, please contact us at info@totote-studio.com and  send back your order within 14 calendar days after you received the shipment. If the 14th day is a non-working day, your deadline is extended until the next working day. You will be refunded within 10 working days to your original payment method. Goods sent back after 14 calendar days, will not be accepted.

NON-RETURNABLE GOODS

No order cancellations or returns can be made on the following types of goods:

– Goods personalized at customer’s request
– Goods designed at customer’s request
– Gift cards

RETURN CONDITIONS

To return a purchase, your items must meet the following conditions:

– Be in the exact same condition as was sent to you. Nothing will be accepted if it is damaged, altered, or washed.
– Where applicable, be returned with the original product authenticity tags and textile labels still attached and intact (as was sent to you).
– Be returned from the same country where the order was delivered.

If this is not the case, we reserve the right not to accept your return, and to send the product back to your address, while the shipment costs will be on your charge.

INSTRUCTIONS FOR RETURNS 

Please note that you may not return the goods to us until you let us know in writing that you wish to do so. To complete your return, please email us your order number along with the reason for your return so we can authorize it. If you don’t receive an authorization within 3 business days, please send us a follow-up.

 

Once authorized, send back your package to Warehouse address:

Tototè.Studio Warehouse att. Returns

Bergse Linker Rottekade 214

3056LG Rotterdam

the Netherlands

You should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your return and are unable to be held liable for the loss of your item(s) being returned.

 

For non-EU returns read the following instructions with care: 

Please add the required documents for customs clearance to your package. Fill out everything correctly and mark the parcel as “returned goods” or similar. If you fail to do so, customs will charge us with import duties, tax and/or administrative costs. In this case your return may be denied or we’ll deduct the charges from your refund. Please note that when these costs end up higher than the value of the returned item(s), your package will be denied.

Please get in touch with your local customs department, tax agency or postal carrier for more information on the required documentation for returned goods.

DELIVERY ISSUES

For questions related to wrong, damaged, delayed or failed deliveries please refer to our Shipping.