Refund policy

Tots and Tweenz Return Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags. You will also need the receipt or proof of purchase.

We want you to love your order! Because we use custom, eco-friendly printing to make our clothes, we have two simple return routes depending on the type of product you bought. 

To find your correct return route, simply look at the inside wash-care label of your item:

Route A: My item has a QR Code on the inside tag (Organic & Recyclable)
If your item has a QR code on the inside label, it is part of our circular, organic collection! 
1. Scan the QR code on the tag with your phone's camera.
2. Follow the quick on-screen instructions to generate your return shipping label.
3. Drop it in the mail! Your item goes directly back to our sustainable facility to be recycled or processed.

Route B: My item does NOT have a QR Code (Standard Items & Accessories)
If there is no QR code on your item's care tag (like our accessories, custom gear, or standard apparel):
1. Do not mail the item back to the address on your shipping envelope (it may go to the wrong warehouse!).
2. Email us at support@totsandtweenz.com with your Order Number and a quick note about why you'd like a return.
3. If your return is accepted, we will instantly email the correct regional warehouse return address and instructions to you.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like digital downloads and custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, and with tags. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we’ve approved your refund, please contact us at support@totsandtweenz.com.

You can always contact us for any return questions at support@totsandtweenz.com.