Returning a style couldn't be easier. Try your purchases in the comfort of your own home, and if you need to send them back, you have 20 days from the invoice date to exchange or return. Please make sure your items are returned new, unused and with all Totokaelo and designer tags still attached. Returns that do not meet our policy will not be accepted and will be sent back to the client at their cost. Your shipment will include a printed invoice and return form. The return form must be included in your return shipment to qualify for a return. The return form does not need to be complete to qualify for a return. Clients are responsible for return shipping charges. Returns are processed within 10 business days of receipt.
Domestic shipping is complimentary on all exchanges. Instructions on how to complete an exchange are included in your shipment.
If you are based outside the United States, you will need to pay import taxes and duties direct to our international shipping agent. Totokaelo will not refund taxes and duties on international returns.
Please contact our customer service team by emailing firstname.lastname@example.org with further questions.
RETURNS ON MIS-SHIPPED AND DAMAGED STYLES
Unfortunately, sometimes we make a mistake. When we do, we make it right. If you receive the incorrect style or a damaged item, you will need to contact our Client Care Team at email@example.com within 48 hours of order receipt. You will be issued a Return Authorization number (RA#) and a return shipping label with an updated return address. All mis-shipped and damaged item are returned directly to our NY offices for closer inspection.
Damaged or mis-shipped items will not be prioritized or recompensed if they are returned in the same manner as a perfect, unworn item.
Returns on Sale Items
Sales items are eligible for exchange or store credit only. Totokaelo does not hold items for exchange.
Items marked FINAL SALE are not eligible for return.
Order Changes and Cancellation
Totokaelo is not able to alter or cancel orders once they have been placed. Refused packages are subject to a restocking fee.
Sale Price Adjustment Policy
Totokaelo offers a sale price adjustment on items purchased up to 7 days prior to the commencement date of a sale. Adjustments must be claimed within 7 days of sale start date. Sale price adjustments will be credited to your Totokaelo account in the form of a store credit.
Please be aware that the exact style and size of an item must be available for purchase when request is made. We are unable to offer price adjustments on items originally purchased on sale or on any special promotion items that are temporarily reduced in price.
Price Match Policy
Totokaelo will match the price of non-sale styles available on other websites. Found a better price elsewhere? Please email us a link and we'll adjust your order and match the price. The exact style, color and size must be available at the lower price when submitting the request. Style must be represented on a website located and shipping from within the United States which sells clothing in US dollars. Requests can be made when placing your order or within Totokaelo's 20 day return window.
Returns on Original Artwork
Original artwork must be received, in perfect condition, back to Totokaelo within 14 days of order date. All returns of original artwork will incur a 10% restocking fee. Delivery and return shipping costs are nonrefundable. Please follow return instructions above.
Returns on Special Orders
All special orders and items made to order are non-refundable. A 50% deposit is required when placing a special order and is non-refundable.