Refund Policy
Refund & Return Policy
Last updated: 16 August 2026
1. Return window
You have 30 days from the date of delivery to request a return. Requests made after 30 days cannot be accepted.
2. Condition requirements
To be eligible for a return, an item must be unused and unopened, in its original manufacturer packaging with the factory cellophane seal intact, and complete including the outer carton and any inserts.
3. Items we cannot accept
Because fragrance, cosmetics and skincare are regulated personal-care goods that cannot lawfully be resold once opened, we cannot accept returns of: fragrance where the cellophane seal has been broken or the atomiser used; opened or used skincare, cosmetics, haircare or personal-care products; items returned without their original outer packaging; gift cards; and items marked final sale on the product page.
4. Damaged, faulty or incorrect items
The condition requirements above do not apply where an item arrives damaged, defective, materially different from its description, or where the wrong item was sent. In these cases we will, at your election, replace the item or refund it in full, and we will pay return shipping. Contact us within 30 days of delivery with your order number and photographic evidence.
5. Authenticity
If you have reason to believe a product supplied by us is not authentic, contact us within 30 days of delivery. We will pay return shipping and issue a full refund.
6. How to request a return
Email support@totesly.com with your order number and the item concerned. We respond within one business day with a return authorisation and return address. Please do not ship items back before receiving authorisation — unauthorised returns cannot be reliably matched to an order and will significantly delay your refund.
7. Return shipping costs
For change-of-mind returns, return shipping is at your expense and original outbound shipping charges (where paid, on international orders) are non-refundable. For damaged, defective, incorrect or inauthentic items, we bear return shipping in full. We strongly recommend returning with tracking; we cannot refund a return we do not receive.
8. Refunds
Once your return is received and inspected we notify you of the outcome by email. Approved refunds are issued to the original payment method within 5–10 business days. Your bank or card issuer may take additional time to post the credit.
9. Exchanges
The fastest route is to return the original for a refund and place a new order separately. Direct exchanges can be arranged on request.
10. Order cancellations
Orders may be cancelled without charge at any time before dispatch. Once shipped, an order must be handled under this policy.
11. Undeliverable and refused parcels
Parcels returned to us as undeliverable due to an incorrect address, refused delivery, or failure to collect from a carrier depot will be refunded less the actual outbound shipping cost incurred.
12. Your statutory rights
Nothing in this policy limits or excludes any rights you may have under applicable consumer protection law, including rights in respect of goods that are faulty or not as described.