Return Policy | Totery


Return Policy

Please review your order carefully before completing your purchase. However, in the event you are not completely satisfied with your purchase, you may return it to us for a refund. All returns must be postmarked within fourteen (14) days of the purchase date. All returned items must be in new and unused condition. 

*Strictly no returns/no refunds/no exchanges on Queen series and customized orders.

Return Process

To return an item, please contact customer service at to request a return. Any products sent without first contacting customer service will not be accepted. After our customer service team approves your return, please place the item securely in its original packaging, and mail your return to the instruction address.

 **Please note, for all returned items, you will not be refunded the original cost of shipping. You will be responsible for all return shipping charges. We strongly recommend that you use a trackable method to mail your return. We don’t guarantee that we will receive your returned item. If the item is lost during shipping process, we do not take responsibility and will not grant a refund or a replacement.

Damages and Issues

Please inspect your order upon receiving it and contact us immediately if the item is defective, damaged or if you have received the wrong item. We will then evaluate the issue and contact you as soon as possible. 

Product Exchange

Please review your order carefully before completing your purchase. We do not offer exchange services. We advise that you return the merchandise for a full refund and place a new order at your earliest convenience.


After our team receives your return, the condition of each product will be inspected and evaluated. Once the refund is approved, we will process your return and/or exchange. Please allow at least seven (7) business days from the receipt of your item to process your return or exchange. We will notify you by email once your return has been processed.


Customized orders are made according to your requirements. It means that nobody else can accept the item. Because of this,  we can not accept any returns on customized orders. Customized orders are final sale, make sure you check all your bag measurements before submitting your orders to us! 


For more information, please email service@thetotery.comWe answer every request as quickly as we can, usually within 24–72 hours.