Returns & Exchanges

At TOTTER, we are dedicated to providing high-utility, aesthetic essentials that genuinely make your day easier. We are confident you will love your new gear, but we understand that sometimes plans change.

As an Auckland-based business, we comply with the New Zealand Consumer Guarantees Act to ensure you can shop with total confidence.

How to Start a Return

Before sending any items back, please contact our team at totternz@gmail.com. Once your return is approved, we will send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

• Return shipping is at the customer's expense. We strongly recommend using a tracked service, as items remain your responsibility until they are safely received by our team at our Auckland hub.

Change of Mind

We offer a 14-day return window from the date of delivery for a refund or store credit.

• Condition: Items must be in their original, unused, and unworn condition, with all original packaging and tags intact.
• Exclusions: For health and safety reasons, Feeding Essentials (including water bottles, lunch boxes, and BLW plate sets) cannot be returned once the packaging has been opened. We also cannot accept returns on sale items or gift cards.
• Refunds: Once your return is received and inspected, we will notify you of the outcome. If approved, your refund will be processed back to your original payment method (excluding original shipping costs) within 10 business days. Please allow additional time for your bank or card provider to post the refund. If more than 15 business days have passed since your return was approved, please contact us at totternz@gmail.com.

Exchanges

Because our signature collections, including our Checkered, Zebra, and Aztec slings, move quickly, we do not offer direct exchanges. To secure a different pattern or product, please return your original item for a refund and place a new order through the store immediately. This is the fastest way to guarantee you get what you want before it sells out.

Damaged, Incorrect, or Missing Items

We pride ourselves on quality control, but if something isn’t right, we want to fix it. Please inspect your order as soon as it arrives and email totternz@gmail.com immediately.

• Please include your order number and clear photos of the issue so we can evaluate and resolve it as quickly as possible.
• Shipping damage: While we are not liable for damages caused by third-party postage services, we will do our absolute best to assist you in lodging a claim and resolving the issue promptly.
• Wrong or missing item: If you have received an incorrect or incomplete order, please contact us right away and we will make it right.

Sale Items

All items purchased on SALE are considered final. These high-value deals cannot be returned or credited unless they are faulty under the Consumer Guarantees Act.

Contact Us

For any questions about your return, exchange, or refund, our team is always happy to help. Reach us at totternz@gmail.com and we will get back to you as soon as possible.