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Everything you need to know about ordering, payment, delivery, returns and warranty.
As soon as your order ships, we send you a tracking link by email or WhatsApp. You can also check its status at any time in My Account → Orders or on the Track Order page.
Need help right away? WhatsApp us on +971 50 242 8213 with your order number.
You can cancel or edit your order (for example, change the delivery address) within 2 hours of placing it. A cancelled order is refunded in full, including shipping — minus only the payment-gateway fee if you paid by card, Tabby or Tamara (the gateway keeps it even when a payment is refunded). Cash-on-delivery orders are cancelled at no cost.
After 2 hours you can still cancel as long as the order has not been shipped — on the same terms (refund minus the payment-gateway fee for card, Tabby or Tamara; no cost for cash on delivery). Once shipped, an order can no longer be cancelled; it is treated as a return under our 14-day return policy (refusing the delivery counts as a change-of-mind return).
We cancel an order only as a last resort — for example, if an item turns out to be out of stock or was listed at an obviously incorrect price. In that case we contact you first and refund you in full. We will also email you if any part of your order is cancelled or if we need more information to complete it. Details are in our Terms of Use.
We will sort it out as quickly as possible.
If your item is faulty, damaged, wrong, not as described or counterfeit, we make it right at no cost to you.
Please keep the item and its packaging until our team tells you otherwise.
Forgot your password? Open the Lost password page, enter your email address, and we will email you a link to set a new password.
Want to change it? Log in, go to My Account → Account details, enter your current password and the new one, then click Save changes.
Our team will never ask you for your password.
You can ask us to delete your account and its personal data at any time from our Account deletion page. Order and invoice records that UAE tax law requires us to keep are retained for 5 years. More details in our Privacy Policy.
When your returned item reaches us, our quality team inspects it and emails you once the return is approved. We then process your refund within 2 business days of approval:
On change-of-mind returns, we deduct the original delivery cost (even if your order shipped free) and, for card, Tabby or Tamara payments, the payment-gateway fee (cash on delivery: delivery cost only); the cost of a paid pickup is also deducted from the refund.
You can return items within 14 days of delivery on all UAE orders:
Returns that are used, damaged by the customer or incomplete are declined and shipped back at the customer’s expense. Full details: Return & Refund Policy.
You can change the delivery address within 2 hours of placing your order — WhatsApp us on +971 50 242 8213 with your order number and the new address. Once the order has been processed, the address can no longer be changed; if it has not shipped yet, you can cancel it and place a new order with the correct address.
We deliver across the UAE within 3 business days (Monday–Saturday, excluding UAE public holidays). To track your order:
Still need help? WhatsApp +971 50 242 8213, call +971 56 633 7279 (9 AM–6 PM UAE time) or email support@totot.ae. See our Shipping Policy.
A flat 10 AED per order, and delivery is free on orders of 300 AED or more. The exact delivery cost is always shown at checkout before you pay. We currently deliver within the UAE only. See our Shipping Policy.
All prices are in AED and include 5% VAT. Card payments (including Apple Pay and Google Pay) are processed securely by Stripe. We do not currently accept direct bank transfers or PayPal. See Payment Methods.
No extra charges at checkout for any payment method — card, Tabby, Tamara or cash on delivery. In plain words: the price you see is the price you pay. The payment-gateway fee only matters if you cancel an order paid by card, Tabby or Tamara, or return it for change of mind — then it is deducted from the refund at cost (see our Return & Refund Policy). Cash on delivery has no gateway fee.
Yes. Every product sold on totot.ae comes with a 1-year Totot warranty from the delivery date, covering manufacturing defects under normal use. Your order number is your warranty certificate. See our Warranty Policy.
Please include your order number so we can help you faster. Our office is in Musaffah, Abu Dhabi, UAE.
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