Delivery and Returns
Delivery
All made-to-order items will aim to be sent out within 5 working days. Should there be a delay due to fabric supplies, you will be informed at the earliest possibility.
All items are sent out Royal Mail 2nd class, unless very weighty and bulky, in which case Parcel Force or DPD will be used.
Returns
In the rare circumstance that you are not 100% happy with your purchase from Totties, here is a guide to your rights in relation to returns, refunds and exchanges.
Goods that have been 'handmade to order'
Totties regret that all handmade to order items are non-returnable unless they are damaged or faulty. These are items where you have chosen a specific fabric design, size, backing etc from anywhere on the website other than Stock Items. These items are specifically made just for you and are not kept in stock.
In the case of goods arriving damaged, Totties require the following information to process a return for a refund, exchange or replacement.
* Photographs of the original packaging it was sent in (showing any damage/dents etc)
* Any photographs of the damaged item.
Without this evidence Totties cannot begin the returns process and make a compensation claim with the delivery company. Please retain the goods and send the photographs and order number/confirmation to charlottegallian@yahoo.co.uk. Totties can then arrange with you to return the item for a refund, exchange or replacement. Whatever your preference. All postage costs will be refunded in the instance that items are received damaged. All Items must be returned within 14 days from the date they are signed for in their original packaging, securely wrapped (including padding and bubble wrap). Please obtain proof of posting as the items remain your responsibility until they arrive back with Totties.
Stock Items
Returning an item - the cost of the return postage must be paid for by you. Please contact us at charlottegallian@yahoo.co.uk to notify us that you are returning the item. Items must be returned within 14 days of the date you signed for the order, in its original packaging. Please obtain proof of posting. The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service which insures you for the value of the goods. Once goods are received back with Totties in resalable and unused condition then a full refund except for returned postage costs and original postage cost will be refunded to you by your original payment method.
Damaged or faulty goods - In the case of goods arriving damaged, Totties required the following information within 48 hours of signing for the item. Photographs of the original packaging it was sent in (showing any damage/dents etc) and a photograph of the damaged item. Without this evidence, Totties cannot begin the returns process and make a compensation claim with the delivery company. Please retain the goods and send the photographs and order number/confirmation to charlottegallian@yahoo.co.uk or by text to 07976665491. Totties can then arrange with you to return the item for a refund, exchange or replacement. Whatever your preference. All postage costs will be refunded in the instance that items are received damaged or faulty.
In the event that the goods are not returned in a resalable condition, we reserve the right not to provide a refund and you will be responsible for the cost of such goods being returned to you, within 28 days of our notification.
This does not affect your statutory rights.
All Items are photographed before being posted to the buyer by Totties.
Returns address
Badcocks House
New Pasture Lane
Stebbing
Essex
CM6 3TD
