Refund policy
Last updated: October 2026
At Totely, your satisfaction is our priority. This policy outlines your options for returns, refunds, and resolutions.
- After-Sales Timeframes
Delivered orders: Submit return or claim requests within 30 days of delivery.
Undelivered orders: Submit claims within 60 days of shipment.
Requests outside these windows may not be accepted.
- How to Contact Us
Reach us at shop.totely@gmail.com. Always include your order number. Please provide your order number and tracking number, a description of the issue, and supporting evidence (photos, videos, or screenshots) where applicable.
- Change-of-Mind Returns
We accept change-of-mind returns within 30 days of delivery, provided the item is unused, in its original condition, and in original packaging. Return shipping is at the customer's expense. Once received and inspected, a full refund will be issued to your original payment method. Please contact us before sending anything back.
- Defective, Damaged, or Incorrect Items
Contact us within 7 days of delivery with photo or video evidence if your item arrives faulty, damaged, or incorrect. Minor colour variations due to screen display are not considered defects. If approved, Totely will arrange a replacement, reshipment, or full refund, including return shipping where required. Please do not dispose of, alter, or return the item before hearing from us.
- Returns Process
Do not send any item back without written return instructions from us. Unauthorised returns may not be accepted.
Change-of-mind: Customer covers return shipping; full refund issued on receipt and inspection.
Defective/incorrect items: Totely covers return shipping where applicable.
International returns can be costly; we'll advise the best resolution case by case.
- Order Cancellations
Cancellations are only accepted before shipment. Once an order is processed or dispatched, cancellation is no longer possible.
- Fulfilment Issues
If we're unable to fulfil your order due to stock, shipping, or supplier constraints, a full refund will be issued.
- Shipping Delays
Delivery timeframes are estimates only. Delays caused by weather, public holidays, customs, or courier issues are not eligible for compensation. If your order appears significantly delayed, contact us at shop.totely@gmail.com and we'll investigate.
- Lost or Undelivered Orders
If tracking hasn't updated in 30+ days or the courier confirms a loss, you may submit a claim. Approved cases will receive a replacement or refund.
- Delivery Issues & Incorrect Addresses
If tracking confirms delivery, a refund is not automatically issued. Please check with household members, neighbours, building management, or parcel lockers first. Totely is not liable for delivery failures resulting from incorrect or incomplete addresses, refusal to accept delivery, or failure to collect within the carrier's deadline.
Parcels returned for these reasons are not eligible for a refund; reshipping fees apply.
- Customs, Duties & Taxes
Customers are responsible for any applicable customs duties or import taxes. Orders refused due to unpaid charges may not be eligible for a refund.
- Refunds
Approved refunds are issued to the original payment method and reflect the amount actually paid. Your bank or payment provider may require additional processing time.
- Force Majeure
Totely is not liable for delays or failures caused by events beyond our reasonable control, including natural disasters, strikes, government restrictions, or customs inspections. We'll do our best to support you where possible.
- Consumer Rights
Nothing in this policy limits or excludes any rights you hold under applicable consumer protection laws. Where those rights cannot legally be excluded, they continue to apply in full.
- Contact
For all return, refund, or order enquiries: shop.totely@gmail.com
Please include your order number in all correspondence.