Returns & Exchanges

We want you to keep what you buy because you love it, not because returning it was too much trouble.

The short version

You have 30 days from the day your order is delivered to request a return. Items must be unused and unopened, with the manufacturer's factory seal and all original packaging intact.

What we can accept

Fragrance still in its sealed cellophane, unopened
Skincare, hair and body products, sealed and unused
Anything that arrived damaged, faulty, or is not what you ordered

What we cannot accept

Fragrance where the cellophane seal has been broken or the bottle sprayed
Opened or used skincare, cosmetics or personal care items
Products returned without their original outer carton
Anything requested more than 30 days after delivery

This is not us being difficult. Fragrance and cosmetics are regulated as personal-care goods, and once a seal is broken a product cannot lawfully be resold to another customer. Every reputable retailer in this category applies the same rule.

If something is wrong with your order

If your item arrived damaged, faulty, incorrect, or you have any doubt about its authenticity, none of the above applies. Email support@totesly.com with your order number and a photograph. We will cover return shipping and refund or replace it in full. There is no restocking fee and we will not argue.

How to start a return

Email support@totesly.com with your order number and which item you are returning.
We will reply within one business day with a return authorisation and the address to send to.
Pack the item securely in its original packaging and ship it back with tracking.
Once it arrives and is inspected, we issue your refund.

Please do not send anything back before requesting authorisation — unannounced returns are difficult to match to an order and slow your refund down considerably.

Return shipping costs

For a change-of-mind return, return shipping is at your expense and the original outbound shipping cost is non-refundable on international orders. For a damaged, faulty or incorrect item, we pay return shipping.

Refunds

Refunds are issued to the original payment method within 5–10 business days of us receiving and inspecting the return. Your bank may take a further few days to display it. We will email you the moment the refund is processed.

Exchanges

The fastest way to exchange is to return the original item for a refund and place a new order for what you want instead — this way you are not waiting on our inbound shipping before your replacement moves. If you would prefer a direct exchange, just ask and we will arrange it.