Refund policy
Refund & Return Policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. This is in line with your statutory right of withdrawal under EU consumer law.
Eligibility 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. You'll also need the receipt or proof of purchase.
How to Start a Return To start a return, contact us at info@totoka.shop. Once your return is accepted, we'll send you a prepaid return shipping label and instructions on how and where to send your package. Items sent back without first requesting a return will not be accepted. Return address: Knaackstrasse 47, 10435 Berlin, Germany.
Damages and Issues Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or incorrect, so we can resolve the issue promptly.
Exceptions — Non-Returnable Items For hygiene and safety reasons, the following items cannot be returned once opened or used:
- Skincare and beauty products (unless received damaged or defective)
- Perishable goods
- Custom or personalized products
- Hazardous materials, flammable liquids, or gases
Returns on sale items and gift cards are not accepted.
Exchanges The fastest way to get the item you want is to return the original item and, once the return is accepted, place a new order.
EU Right of Withdrawal As required by EU law, customers in the European Union have the right to cancel or return their order within 14 days of receipt, for any reason and without justification, at no cost to the customer (return shipping is covered by us). The item must be unused, in its original packaging, and accompanied by proof of purchase.
Refunds Once we receive and inspect your return, we'll notify you of the approval status. If approved, your refund will be processed to your original payment method within 14 days of receiving the returned item, as required by German consumer law. Please allow additional time for your bank or credit card provider to process the transaction. If you haven't received your refund after 14 days, please contact us at info@totoka.shop.