I would like to return my order

✅ Can I return it?

• Return window: 14 days from delivery.
• Condition: unused, in the original packaging with all accessories and free gifts.
• Our mistake (defective, not as described, wrong item or counterfeit): free return and full refund.
• Change of mind (including refused or unopened parcels): accepted within 14 days. You pay the return shipping, and we deduct the original delivery cost (even if your order shipped free) plus the payment-gateway fee for card, Tabby or Tamara payments. Cash on delivery: only the delivery cost is deducted. We tell you the exact amount before you confirm the return.

🚫 Not returnable

Hygiene-sensitive items once opened, custom-made orders and digital codes. If one of these arrives defective, it is still covered — contact us.

📦 Return in 3 steps

1. Log in → My Account → My Orders and open the order.
2. Tap the Refund request button, choose the reason and add a clear photo (required for defective or wrong items). You can also use the refund request form.
3. Ship it back: our mistake → free Aramex pickup within 24 hours; change of mind → drop it at any Aramex point or book a pickup (the cost is deducted from the refund).

🔍 Quality inspection

Approved: a brand-new replacement or a refund — your choice. Not approved (used, or missing parts or accessories): the return is declined and the item is sent back to you at your expense.

💸 Refund timing by payment method

• Card: we process the refund within 2 business days of approval; your bank shows it within 5–14 days.
• Cash on delivery: bank transfer within 3–5 business days after inspection — send us your IBAN on WhatsApp.
• Tabby: handled under Tabby’s refund policy.
• Tamara: handled under Tamara’s refund policy.
• Refunded amounts include the 5% UAE VAT you paid.

🆘 Need help?

WhatsApp +971 50 242 8213 — daily 9 AM–11 PM (UAE time) • Email support@totot.ae • Phone +971 56 633 7279