Return Policy
We have made your shopping experience stress free with the reassurance of Free Returns!
We want you to be 100% satisfied with your purchase otherwise you can return it on us.
To submit a return request please lodge it via our online portal:
Conditions of our return policy:
Our policy lasts 14 days from the date of delivery
If 14 days have gone by since receiving your purchase, unfortunately we can’t offer you a return.
To be eligible for a return, your item/s must be unused/ worn or washed and in the same condition that you received it.
Non-returnable items:
- Personalised Items
- Mystery Bags
- Gift Cards
- Worn or washed clothing or accessories of any type, including shoes, socks, tights, beanies and headbands etc.
Return Options
Free Size Exchange
Store Credit
If you change your mind or are not entirely satisfied with your purchase you can return your order for a store credit and we will cover the return shipping fee so you can choose something better suited. Please note store credits are issued for the total order value less the original shipping fee.
Refunds (if applicable)
In the event that you receive a faulty/ damaged or incorrect product we can provide a replacement or refund as per your request.
We do not offer refunds on change of mind purchases or if the incorrect size is ordered, in this instance you would be eligible for a Free return for exchange or store credit once the item is returned.
If you request a refund due to a faulty/ damaged or incorrect product you must contact us within 14 days of delivery via email sales@totsontrend.com.au with supporting photo evidence to be eligible for a replacement or refund.
Once your request is reviewed, we will notify you of the approval or rejection of your refund or replacement and advise if the item needs to be returned. If the item needs to be returned we will provide a return label.
If you are approved for a refund a credit will be applied to your original payment method, this should clear within 2-5 business days.
Returned to Sender/ Not Collected Parcels
Please ensure you monitor your tracking for updates, collection slips are no longer left by any postal network.
If your parcel is not collected in time & is returned to sender this will incur a re-shipping fee of $9.95 and will not be eligible for a refund.
Please also ensure the correct address is entered when ordering as any customer input errors that result in the parcel going to the wrong address will not be eligible for a refund.
Order Cancellations
In the event that it is not too late to process a cancellation please note this will incur a 10% cancellation fee to help cover any fees associated to the order. If we have began processing the order unfortunately we cannot process a cancellation & you would need to return the items once they arrive.
If you have any queries please do not hesitate to get in touch via sales@totsontrend.com.au & our team will endeavor to respond within 2 business days.
click here to submit a return request.