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: submit your withdrawal request within 14 calendar days of delivery through our Right of withdrawal page
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 the Italian Consumer Code and the applicable consumer protection laws.
You can submit your request through our Right of withdrawal page. After submission, you will receive an automatic confirmation by email with the summary of your request, including the date and time of transmission.
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 without undue delay and in any event within 14 days from the day we are informed of your decision to withdraw.
Totemay reserves the right to withhold the refund until we have received the goods or until you provide proof that the goods have been sent back.
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 submitting a withdrawal request and receiving our return instructions.
To start a return, submit your request through our Right of withdrawal page within 14 calendar days of delivery. Include your order number, the item(s) you want to return, and whether you prefer a refund or a voucher.
After submission, you will receive an automatic confirmation by email with the summary of your request, including the date and time of transmission.
Your request will be reviewed according to the deadlines and conditions set by the applicable law. Submitting the form registers your request, but does not automatically mean that the withdrawal is accepted.
Once the request is reviewed, we will send you the return instructions.
Ship the return within 14 days from the date you submitted your withdrawal request. The deadline is met if you hand the package over to the courier or postal service before the 14-day period has expired.
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, except in the case of a defective, incorrect or different item from the one ordered. 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.