Refund policy
At Tote & Tale, we want you to love your purchase. If you are not completely satisfied, we offer a straightforward refund and return policy to make the process as smooth as possible.
Returns
We have a 30-day return policy, which applies globally unless restricted by local consumer laws. Returns are accepted from most countries, but exclusions may apply. Please contact us to confirm eligibility. All refund decisions made by Tote & Tale are final. We reserve the right to deny refunds if return conditions are not met, meaning you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be:
- In the same condition that you received it, unworn or unused
- With tags and in its original packaging
- Accompanied by a receipt or proof of purchase
To start a return, contact us at toteandtale@gmail.com. Customers are responsible for all return shipping costs, except in cases where the item is confirmed defective or incorrect, in which case Tote & Tale will cover the return shipping expenses. Unauthorized returns will not be accepted. Tote & Tale is not responsible for return shipments lost in transit. We recommend using a trackable shipping service and purchasing shipping insurance.
Returns must be sent to the address provided upon refund approval.
Items sent back without first requesting a return will not be accepted.
For any return-related inquiries, reach out to us at toteandtale@gmail.com.
Damages and Issues
Please inspect your order upon arrival. If the item is defective, damaged, or incorrect, contact us immediately with photographic proof so we can evaluate the issue and make it right.
Exceptions / Non-Returnable Items
Certain items cannot be returned, including:
- Custom products (e.g., personalized items, special orders)
- Sale items (marked-down or clearance items)
- Gift cards
If you have questions about whether your item qualifies for a return, email us at toteandtale@gmail.com. Please note that import duties, taxes, and customs fees paid upon delivery are non-refundable. Tote & Tale is not liable for any customs delays, refusal of shipments, or additional import duties charged on returned items. If a return is rejected by customs, we cannot process a refund.
Exchanges
The fastest way to receive the item you want is to return the original item and place a new order separately after the return is approved.
European Union 14-Day Cooling-Off Period & Regional Consumer Rights
If your order is being shipped to the European Union, you have the right to cancel or return your order within 14 days for any reason, without justification.
To be eligible for a return, your item must be in its original condition, unworn or unused, with tags and packaging, along with proof of purchase.
Refunds & International Considerations
Once we receive and inspect your return, we will notify you if the refund is approved. If approved:
- You will be refunded via your original payment method within 10 business days, subject to possible currency exchange fluctuations and international banking delays. Refunds will be issued in the original purchase currency, and exchange rate differences are not covered by Tote & Tale.
- Please allow additional time for your bank or credit card provider to process the refund.
- If 15 business days have passed since your refund was approved and you have not received it, contact us at toteandtale@gmail.com.
We appreciate your support of Tote & Tale and are happy to assist with any return or refund concerns!