Return items within 30 days, it's free!
We hope you'll love our products and that you'll be satisfied with them. Although, we know shopping online can be off-putting as you never know how an item really is until you can hold it in your hands, this is why we offer a return policy that is easy and free (UK only). We will be happy to refund or replace unworn/unused items, however, please read the qualifications below.
- Wearable products must not have been worn, washed, or altered.
- Earrings and make-up cannot be returned unless broken or faulty, this is due to hygiene reasons.
- Beauty products that are sealed must not have been used or opened.
- Bespoke or personalised items cannot be returned unless broken or faulty.
- No visible signs of use including deodorant/cosmetic stains, perfume, scents, hygienic stains, etc.
- All tags must be intact and the products returned in their original packaging.
If you qualify and wish to request a return, please start a return.
Europe & International Orders
Europe and International orders are not eligible for free return shipping. You will be sent the return address to post the return yourself.
Once your return has been received and processed, it will typically take 2-5 days for the funds to show on your bank statement.
You can proceed to an exchange only if the amount of the item(s) you wish to return is equal or less than the item(s) you are requesting. The difference will be refunded on the original payment method.
Once your return has been received and processed, your store credit will be immediately available.
Prepaid return shipping labels
Prepaid return labels may only be used once. Limit 1 prepaid return shipping label per order. The label is only to be used to return the order it was created for.
Returns that show any type of signs of wear, damage, scents, alterations, without tags or without the original packaging will not be accepted and will be sent back to the customer at their expense. A decision to refuse a return that is not compliant with the return policy is final and cannot be refuted.
False claims regarding defective pieces will result in the piece being returned to the customer, at the customer's expense.
Defective / Incorrect Items
Defective items must be reported to customer service (returns[at]totem.store) within 24 hours of delivery to ensure your exchange is properly processed.