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Everything you need to know about the product and billing.

Orders & Purchases
Account
Returns & Refunds
Shipping & Tracking
Fees & billing
Other

Orders & Purchases

 
Once your order is shipped, we will send you a tracking link via email or WhatsApp. You can also track your order status anytime by logging into My Account → My Orders.
All UAE deliveries are handled by Aramex. For immediate assistance, WhatsApp us at +971 56 633 7279 with your order number.
Need to act fast! You can cancel or edit your order (e.g., change the delivery address) within 2 hours of placing it, before it is processed and shipped.
 
How to do it:
  1. Log in to My Account → My Orders.
  2. If the order is still pending, you may see a “Cancel” button.
  3. Fastest Method: Immediately WhatsApp us at +971 56 633 7279 with your order number and the requested change. Our team will do their best to halt processing.
 
Note: Once an order has been shipped, it cannot be canceled and must follow our standard 14-Day Return Policy.
 
 

Canceling your order is the last thing we want to do but some situations come up where cancellation is the best option to save you time and money. If your order is canceled, you won’t be charged. Find more information about auth holds.

The most common reasons an order might be canceled are:

We will send you an email if any part of your order is canceled or if we need more information to process your order.

If part of your order is missing:

  1. Check Your Order: Log in to “My Orders” to see if items were shipped separately.
  2. Track Your Packages: Ensure all tracking numbers show delivery.
  3. Contact Us: If items are still missing, reach out with your order number:

We’ll assist you promptly.

 
 
If you receive a damaged, defective, or incorrect item, don’t worry—we will make it right at no cost to you.
 
How to resolve it:
  1. Report it fast: Contact us within 24 hours of delivery via WhatsApp at +971 56 633 7279 or email support@totot.ae.
  2. Provide proof: Include your order number and 1–2 clear photos of the item and its packaging.
  3. Our resolution: Once our quality team confirms the issue, we will arrange a FREE return pickup and offer you a choice of a brand-new replacement or a full refund.
 
 
(Note: Do not discard the item or packaging until our team advises you to do so).

Account

In the event you forget a password for your computer, email, or social media accounts, you can reset your password directly through the system or application you’re using. In most cases, you can reset your password by answering a series of security questions or by requesting an email that contains a password reset link.

To change your password:

  1. Log In: Sign in to your account.
  2. Access Account Settings: Click on your profile and select “Account Settings.”
  3. Change Password: Choose the “Change Password” option, enter your current password, and set a new one.
  4. Save Changes: Click “Save” to update your password.

Returns & Refunds

 

You can track your refund status anytime in My Account → My Orders. Here is the exact timeline once your returned item reaches our warehouse:
 
  1. Inspection: Our quality team inspects the item within 24 hours of receipt.
  2. Approval: You will receive an email confirmation immediately upon approval.
  3. Funds Transfer:
    • Credit/Debit Cards (Stripe): ~7 business days for Stripe to process the reversal + 3–5 business days for the funds to appear on your card after reaching our account. (Total: approx. 10–12 business days).
    • Cash on Delivery (COD): 3–5 business days via bank transfer after you provide your IBAN and funds are available in our account.
    • Tabby / Tamara: Processed directly according to their respective policies. (Tabby Policy | Tamara Policy)
 
Note: For change-of-mind returns, original shipping and payment gateway fees are non-refundable.
 
Returning an item is simple. Just follow these 3 steps (within our 14-day return window):
 
  1. Request: Log in to My Account → My Orders, select the order, and click “Request Return”. Choose your reason and upload 1 clear photo (mandatory for defective/wrong items).
  2. Shipping:
    • Defective/Wrong Items: We arrange a FREE Aramex courier pickup within 24 hours.
    • Change of Mind: You are responsible for all return shipping costs and payment gateway fees. You can drop the item at any Aramex branch using the provided return label, or arrange a pickup.
  3. Inspection: All returned items undergo a mandatory quality check upon receipt. Items must be unused and in their original packaging with all tags and accessories.
 
 
Need help? WhatsApp us at +971 56 633 7279 with your order number.
At Totot, we want you to shop with confidence. We offer a 14-day return guarantee for all UAE orders, subject to the following simple rules:
 
• Defective, Wrong, or Damaged Items: We take full responsibility. We cover ALL return shipping costs and offer you a choice of a brand-new replacement or a full refund (including payment gateway fees).
• Change of Mind: You may return the item within 14 days, provided it is unused, in its original packaging, and includes all tags, accessories, and free gifts. For these returns, the customer is responsible for all return shipping costs and payment gateway fees.
• Quality Inspection: All returned items undergo a mandatory quality check. If an item is found used, damaged by the customer, or missing parts, the return will be rejected and shipped back to you at your expense.
 
 
For full details, please visit our Returns Policy page or WhatsApp us at +971 56 633 7279.

Shipping & Tracking

At this time, we can’t change your delivery address once the order has been processed. If your order hasn’t been processed yet, you can file a cancellation request. Then, you can place a new order with the correct address.

If your order hasn’t arrived, follow these steps to track it:

  1. Check the Tracking Link: Locate the tracking link sent to your email after your order was shipped.
  2. Visit the Tracking Page: Go to the top bar on our website, click “Track Order,” and enter your order number and email. Alternatively, log in to your account, click on your profile, and select “Track Order” under your account options.

If you need further assistance, contact our support team:

Fees & billing

e offer secure and flexible payment options tailored for the UAE market:
• Credit & Debit Cards: Securely processed via Stripe (Visa, Mastercard, American Express).
• Cash on Delivery (COD): Pay in cash or by card when your order arrives at your doorstep.
• Tabby: Split your purchase into 4 interest-free payments.
• Tamara: Split your purchase into 3 or 4 interest-free payments (Buy Now, Pay Later).
Important Note: To ensure fast and secure processing, we currently do not accept direct bank transfers at checkout, nor do we support digital wallets like PayPal, Apple Pay, or Google Pay.

    Other

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