Home / FAQ

FAQ

SHOPPING QUESTIONS

Do you ship worldwide?

Yes. We use EMS to ship wordwide, and shipping costs, where these are necessary, will be automatically added onto your purchase when you check out.

Purchases from within Japan have free shipping, and purchases to other countries have free shipping on total orders of more than 20,000JPY or 25,000JPY depending on the area.

Upon us confirming your order, you will receive a tracking e-mail with your shipping number and link to the EMS tracking website, with options to sign up to e-mail or text notifications on your order’s process.

*Custom fees and taxes for international shipments might be a subject to duty fees and taxes once the shipment reaches your country. You are responsible for these costs.

 

 

What is your returns and refunds policy?

If you are not entirely satisfied with your purchase, we apply a 14 days right of return policy. In the first instance, drop us an email at hello@totsandtogs.com and we will be in touch to resolve the problem straight away.

Please ship unwanted items back as soon as you can, within 7 days where possible. Returned items must be unused and unwashed in original packaging with a note of your purchase number.

Unfortunately we cannot take responsibility for  lost packages. Please keep a record of your tracking number when shipping the package. Once the goods are received back at our warehouse the refund will be issued including any shipping costs.

The goods must be returned to the below address:
Tots & Togs, Prendre 101, 3-22, 1 Chome, Tonden 5, Sapporo, JAPAN, 022-0855

Do you offer gift-vouchers?

Yes. You can buy gift vouchers in our online shop for an amount of your choice. You can also find the link on the bottom of our homepage for easy access.

How can I use a coupon code?

We share seasonal coupon codes via our Instagram or newsletter features. If you have a coupon code, just input this at the time of checkout and your discount will automatically be applied.

MISCELLANEOUS QUESTIONS

Do you allow backorders?

We don’t typically allow backorders, but if something is showing up as ‘our of stock’ on our shop and you would like more information about restocking or purchasing – just drop us an email at hello@totsandtogs.com

Which size to chose - how do Japanese sizes compare to the UK or US?

We’ve tried to include size comparisons on each item’s product page so that you can compare sizes regardless of which country you’re from. But if you feel stuck or would like some advice before buying, just drop us an email and we’ll get straight back to you.

Do you have an exchange policy?

Yes. If you do order something and find the size isn’t as you hoped, just drop us an email at hello@totsandtogs.com

You can post us back your purchased version (postage is not refundable in this case), and we will send you out a new item in your required size.

What payment methods are available?

We offer payment by credit card, via the Stripe secure payment gateway, or through Paypal. You can select your preference at check out.

It’s also possible to make payment by bank transfer or wire – although in this case, items won’t be shipped until your payment is received.

Do you have an affiliate program?

Yes! If you are an influencer or blogger who share our values for mindful living and wish to be involved in supporting ethical items then we would love to hear from you.

Do you offer gift wrapping?

Yes! We have basic options listed at the time of check out, but if you have any unique requests or preferences, just get in touch. We are always happy to help where we can.

Recent Comments