Refund policy

Return Window (UK & EU Orders)

We have a 14-day return policy, which means you must send the item back to us within 14 days of you receiving the item for any approved returns.

To be eligible for a return, your item should be unused and in its original packaging where possible. If an item shows signs of use beyond reasonable inspection, we may deduct an amount reflecting the reduction in value. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at hello@totem-workshop.com. Please specify the reason you would like to return your purchase, and we will assist accordingly.

If your return is accepted, we’ll 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. 

We do not cover return postage cost, it is your responsibility to arrange appropriate return postage.

We are also not responsible for any damaged/lost returned parcels. Returned items are not considered back in our possession until they've been received, signed for, and confirmed undamaged by us. We suggest you arrange relevant insurance/cover for the return package.

International Order Returns (outside of UK/EU)

Due to the high shipping cost and complex international delivery/tax implications, we do not accept international returns unless it's damaged. Please get in touch with us at hello@totem-workshop.com if you have any issues with your order, and we will try our best to find the right solution for you.

 

Damages & Lost Packages

We package all orders carefully and insure shipments with our courier to help protect against loss or damage in transit.

Please carefully inspect the package and its content upon receiving, and If the items are damaged, please take photo evidence and get in touch with us at hello@totem-workshop.com as soon as possible with any details and evidence, we will find a satisfactory solution.

If your package is lost, please check with your building management, neighbours or your local delivery office first, and contact us at hello@totem-workshop.com if it's genuinely lost.

Incorrect Items

If you received incorrect items/quantities for your order, please get in touch with us at hello@totem-workshop.com so we can find the relevant solution.

 

Exceptions / Non-returnable Items

 
Custom products (such as special orders or personalized items) cannot be returned. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on any final sale, sold as-is, blemish-discount, sample discount items.

 

Promotional Items

Returns for orders that included a complimentary item as part of a promotion (e.g. free incense with burner purchase) must include the complimentary item alongside the returned product. If the complimentary item is not returned, its value may be deducted from your refund.

 

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.

 

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 too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@totem-workshop.com.