Refund policy

Your experience with Totíne is important to us <3

We want returns to feel as simple and straightforward as possible. Here you’ll find everything you need to know about returns, refunds and complaints.

Right to Return

You have 14 days from the day you receive your order to return your purchase.

To make a return, you need to register it or let us know within this 14-day period. The item should then be sent back without unnecessary delay.

Return Conditions

You are of course welcome to try on and inspect your item, but it should be returned in as close to its original condition as possible.

For a return to be accepted:

The item must be unworn and unwashed
All original tags must remain attached
The item must be free from perfume, makeup, deodorant, stains and other marks
The item should be packed carefully before being returned

If an item has been handled more than necessary to try it on or inspect it, a deduction may be made to reflect any loss in value.

Hygiene Information

Underwear must always be tried on over your own underwear.

For products sealed for hygiene reasons, the seal must remain unbroken for the return to be accepted.

Items that have been worn, washed, stained or are otherwise no longer in a resellable condition may affect your eligibility for a full refund.

How to Make a Return

You can easily register your return through your customer account on our website.

Click the account icon in the menu and log in using the email address used when placing your order.
A six-digit verification code will be sent to your email address.
Enter the code to log in.
Select the order you would like to return and click Request return.
Select the items you would like to return, choose a reason and submit your return request.

Once your return request has been processed, you will receive further instructions by email.

If you are unable to register your return through your customer account or need any help, you are always welcome to contact us at info@totineunderwear.com.

Please pack your item securely and follow the return instructions sent to you.

Good to know: Our return labels currently need to be printed. We do not offer QR codes or digital return labels at this time.

Return Fee

A return fee is deducted from your refund to cover part of the return shipping and handling costs.

Sweden: 69 SEK
Norway: 119 NOK
Finland: 11 EUR
Denmark: 79 DKK
Other EU countries: 11 EUR

For returns of 4 or more items from the same order, an additional 10 SEK is charged for each item beyond the first three.

Example: Returning 4 items results in a return fee of 79 SEK. Returning 5 items results in a return fee of 89 SEK.

Refunds

Once we have received and processed your return, the refund will be issued to the same payment method used for the original purchase.

Once your return has been received and approved, the refund will be processed within 30 days, although it is usually completed much sooner.

The return fee will be deducted from your refund.

If you paid with Klarna, we recommend registering your return or pausing your invoice in the Klarna app to avoid any reminder fees. Totíne is not responsible for fees resulting from an invoice not being paused or paid on time.

Returns During Promotions & Offers

“2 for 1” or Gift with Purchase

If a return means that the conditions of the offer are no longer met, the refund amount may be adjusted. If your order included a complimentary gift, the gift may also need to be returned in order to receive a full refund.

SET & KIT Products

Products purchased together at a set or bundle price need to be returned as a complete set in order for the full set price to be refunded.

Discount Codes & Other Promotions

When making a return, you will be refunded the amount actually paid for the returned item after any applicable discount. Discounts applied to items you choose to keep are normally unaffected.

Discount and promotional codes cannot be reactivated or reused once an order has been placed.

Frequent Returns

We encourage considered purchases and always recommend checking the size guide on each product page before placing your order.

If we notice an unusually high or recurring number of returns, we may need to review the account.

This does not affect your statutory consumer rights.

Exchanges

We currently do not offer direct exchanges. If you would like a different size or colour, simply return the original item and place a new order.

Complaints

If you have received a defective item, the wrong product or an item that was damaged before or during delivery, please contact us at info@totineunderwear.com and we’ll be happy to help.

Please include:

Your order number
A short description of the issue
Clear photos showing the problem

Please leave the item unused until we have had the opportunity to review your case.

As a consumer, you have the right to make a complaint regarding an original fault for up to three years from the date you received the item. A complaint made within two months of discovering the fault is always considered to have been made within a reasonable time.

Complaints do not cover normal wear and tear, natural ageing or damage caused by use or improper handling.

If your complaint is approved, we will of course cover the necessary costs involved in resolving the issue.

Depending on the circumstances, the solution may include a repair, replacement item, price reduction or refund.