What if my order is damaged?

✅ What to do straight away

• At the door: if the box is visibly damaged you can refuse it — tell the courier you are rejecting a damaged parcel and WhatsApp us a photo of the box.
• After opening: report it within 48 hours of delivery with photos, and keep the item and its packaging until we confirm the next step.

📸 How to report

1. Log in → My Account → My Orders → open the order.
2. Tap the Refund request button and upload one photo of the item and one of the packaging showing the damage.
3. Submit — our team replies within 2 hours during working hours.

📦 Free resolution

For confirmed damage we cover everything: free Aramex pickup, then a free replacement or a full refund to your original payment method, including the original shipping and payment fees.

💸 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