Return Policy
Conditions of our return policy:
Our policy lasts 30 days from the date of delivery
If it has exceeded 30 days 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:
- Clearance Stock
- Gift Cards
- Worn or washed clothing or accessories of any type, including shoes, socks, tights, beanies and headbands etc.
Return Options
We always recommend sizing up to avoid any sizing issues. However, as we know little ones grow fast if your purchase doesn't fit, you change your mind or are not entirely satisfied with your purchase you can return your order for either;
EXCHANGE - Items must be the same value, if you select items of more value there will be a balance payable. We will cover the postage to send out the exchanged items but you will be responsible for the return shipping fee.
STORE CREDIT - for the product value with no expiry date, excludes original shipping fee.
Customers are responsible for the return label fee of $10.95 which will be charged prior to the exchange or deducted from the store credit, or you can elect to arrange your own return shipping & we can provide the return address.
** Overseas orders will be responsible for arranging their own return shipping to the Gold Coast, Australia. **
Please note the original shipping fee is not reimbursed on returns.
To lodge a return, simply email us at sales@totsontrend.com.au and provide the following:
- Order Number
- Reason for return
- Preference of Exchange/ Store Credit
Once approved you will receive a return label to your email within 1-2 business days.
Faulty/ Incorrect Product
In the event that you receive a faulty/ damaged or incorrect product we & truly sorry for the inconvenience and can provide a replacement or refund for the product as per your request.
Please contact us with sufficient photo evidence of the issue within 30 days of delivery via email sales@totsontrend.com.au 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 $10.95 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.