SHIPPING AND RETURNS

Quick overview

• Production: 2-5 business days

• Delivery: 3-5 business days

• Estimated arrival: 7-10 business days from purchase

• Free shipping: on orders over €100

• Tracking: sent by email as soon as your order ships

• Returns: request within 14 calendar days of delivery

• Defective or wrong item: contact us as soon as possible (ideally within 48 hours) with photos or video and we’ll handle it

Note: all times listed as business days exclude Saturdays, Sundays, and public holidays.

1) SHIPPING

1.1 Made to order

We produce each order after purchase. Preparation usually takes 2-5 business days.

Every item goes through a quality check before shipping.

1.2 Delivery times

Once your parcel is handed over to the courier, delivery usually takes around 3-5 business days (timing may vary depending on destination).

In total, you can expect your order to arrive in about 7-10 business days from purchase.

1.3 Shipping costs

• Orders under €100: shipping cost is calculated automatically at checkout based on the product and destination country.

• Orders over €100: shipping is free.

1.4 Tracking

As soon as your parcel ships, we’ll send you an email with a tracking number so you can follow your order in real time.

1.5 Countries we ship to

We currently ship within Europe to the following countries:

Austria, Belgium, Croatia, Cyprus, Estonia, Finland, France, Germany, Greece, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Portugal, Slovakia, Slovenia, Spain.

1.6 Changes to your order

If you need to correct something in your order, email us right away at support@totemay.com and include your order number.

We can make changes only until the order enters production or is handed over to the courier.

1.7 Delivery issues

• Delay or tracking not updating: check the tracking first, then email support@totemay.com with your order number and a screenshot of the tracking status. We’ll open a check with the courier.

• Lost parcel: you can choose between a replacement shipment or a full refund.

• Wrong address or recipient unavailable: the courier may reattempt delivery or leave a notice. If the parcel is returned to sender, we may ask for an additional shipping fee to resend it.

2) REFUNDS & RETURNS

2.1 Right of withdrawal (14 days)

You have 14 calendar days from delivery to notify us that you want to exercise your right of withdrawal (under Italian Legislative Decree 206/2005).

2.2 Refund or exchange (voucher)

If you return an item, you can choose between:

• Refund: after we receive and inspect the return, we issue the refund to the same payment method used for the purchase. The refund includes the product price and the original standard shipping cost (excluding any extra charges for premium delivery options).

• Size or product exchange (voucher): we issue a voucher equal to the order value (including the original standard shipping cost), which you can use to reorder the correct size or choose another product.

2.3 Refund timing

We process refunds within 14 days of receiving the return or proof that the return has been shipped.

Totemay reserves the right to withhold the refund until we have received the goods or until you provide proof that the goods have been returned.

The actual refund to your payment method may take additional time (generally 3-5 business days), depending on your bank’s or card issuer’s processing times.

2.4 Return conditions

We accept returns only if the item is sent back:

• intact, unworn, and unwashed

• without odors, signs of use, or damage

• with the original packaging, where applicable

If an item is returned used or damaged due to handling beyond what is necessary, we may reduce the refund in proportion to the loss of value.

2.5 How to return an item

Please do not send anything back before contacting us first.

1. Email support@totemay.com within 14 calendar days of delivery and include your order number, the item(s) you want to return, and whether you prefer a refund or a voucher.

2. We will send you the return instructions.

3. Ship the return within 14 days from the date you notified us of your withdrawal request.

4. Once we receive and inspect the return, we complete the process with a refund or voucher based on your choice.

Return shipping costs are paid by the customer. We recommend using a tracked shipping service or shipping insurance.

3) PRODUCT ISSUES

3.1 Defective or wrong item

Please check your parcel as soon as it arrives.

If you find a defect present on delivery or receive an item different from the one ordered, email support@totemay.com as soon as possible (ideally within 48 hours) and attach photos or video.

In these cases, we cover return shipping costs and you can choose between a replacement or a refund.

3.2 Legal guarantee of conformity

Our products are covered by the Legal Guarantee of Conformity (2 years) under the Italian Consumer Code.

For assistance, email support@totemay.com.

4) SUPPORT

Questions about shipping, returns, or sizing? Check our FAQ or email us at support@totemay.com.