No Refund Policy
No returns or refunds can be made on personalized items, only if the item is deemed faulty. Customers will be responsible for the return shipping and handling charges. Strictly no refunds, exchanges or returns on sale or promo items. No refunds will be issued on pre-orders or back ordered items once ordered and confirmed irrespective of the time period. Lead time for back orders may take up to 3 weeks or more
we advise our customers to request a picture of their personalised item prior to dispatch to ensure that you are happy as no changes can be made or advised after dispatch.
If items are deemed faulty by TOTE.D a replacement item will be shipped where possible subject to stock availability or a credit note issued.
The onus is upon the customer to first deliver the “faulty” product back to Toted. TOTE.D will not be responsible for the return cost involved. If the customer refuses to return the faulty item to TOTE.D, unfortunately TOTE.D will not proceed with rectifying the fault.
NB: Strap kits for the “trending nylon bags” (size extra small and small) are provided free of charge. As such, customers are unable to select the strap style or colour. Subject to availability, we will do our best to include a strap that complements your bag. Minor colour variations may occur, and since the strap is complimentary, we are unable to offer exchanges or compensation. Sale items may or may not include the strap kits.
Refunds are processed between 3 to 7 business days via Payfast.
Wrong Size
We will not be held liable for incorrect items it is the customer’s responsibility to select the correct model, size and color of the product. As all descriptions of the products and sizes are available on the website.
Colour Variation:
Pictures provide an approximate guide to how the product will look. However, colours may vary in different lighting locations and from different angles – this is also due to differences in phones/ cameras / monitors and devices
Foil Personalisation Policy
Please note that due to the natural variations in fabric and leather grain, each hot-stamped foil impression may differ slightly in texture and appearance. While we strive to maintain the highest standard of quality and consistency, slight variations are part of the handmade process and make each piece unique.
In the rare event that your foil personalisation fades or peels over time, we are happy to offer a complimentary re-pressing service. Kindly note that the customer will be responsible for the cost of getting the item back to us, and for collection once the re-stamping is complete.
Thank you for understanding and supporting handcrafted work with personality and heart. Kindly note, we are always happy to provide you with a picture of the personalised item prior to dispatch. This onus will be upon you (the customer) to request this.
NB: If the customer has made a complaint within one day of receiving the item, tote.d will attend to it. However, if the customer prolongs in reaching a consensus (eg: does not reply to the solution within 2 days) tote.d will no longer be liable to issue any refund or replacement or resolution for the complaint. As this gives the client enough time to use the products in the interim.
Shipping
Standard Shipping
All purchases are shipped through the courier guy in South Africa, Tote.d is a strictly online company and does not have any pickup or collection points.
Please visit www.thecourierguy.co.za for more info. The Courier Guy │ Worldwide Express
Before purchasing, please understand that that the onus is upon you (as the customer) to track and be informed on the status of your package. Tote.d will provide tracking numbers to the customer once the package is dispatched.
Once the package has been dispatched, Tote.d will no longer have control over it. In cases of errors, damages or delays caused by the courier, we will assist to resolve the issue to the best of our abilities, however we WILL NOT be held liable or responsible for any delays or damages during transit.
Our products are shipped from VDP, South Africa and delivery times may vary depending on location. We can advise but cannot GUARENTEE an exact time or date of delivery. Therefore, please ensure that your orders are placed timeously with us.
During sale periods or backlogs, dispatch times may increase- TOTE.D will continuously post updates on social media to keep you informed of any delays.
Kindly note, promotional shipping does not apply to high risk areas.
If the customer edits or alters their shipping address during checkout to avoid high risk shipping costs, TOTED will not ship out the item unless the balance of the shipping is covered or the address is changed to a non high risk area.
Currently, we only ship within South Africa.