How can we help?

General

What's the difference between the Diaper Bag Backpack & the Travel Backpack?

We get this question a lot! They are the same backpack but the Diaper Bag Backpack comes with a FREE Changing Mat and Stroller Hooks while the Travel Backpack doesn't.

Where can I find your products?

Our products are available online at Tottie Shop & One Fine Baby Online Shop and in-person at One Fine Baby Expo. Follow us on Instagram @tottie.shop and sign up to our newsletter to be the first to know our new products and offers!

Where can we find you on social media?

You may join our Tottie community and tag us at:

Instagram: www.instagram.com/tottie.shop

Do you have e-gift cards?

We offer e-gift cards that are redeemable online, for more details click HERE.

Orders, Payment, & Shipping

What shipping methods are available?

Tottie provides a wide range of shipping methods. We offer Standard, Express or Same Day Shipping at an additional cost. We use all major carriers and local courier partners.

You may find out more about the shipping options available to your location, including shipping rates and time frames HERE

How much does shipping cost?

You may find all shipping rates and options HERE.

How long will it take for you to ship my order?

Our warehouse will dispatch your order on the same business day if it is placed by 11am AEST, otherwise the following day. However, please expect delays during peak sale periods such as Black Friday, EOFY or product launches.

Oops, I’ve entered the wrong shipping address!

Please double-check your address upon ordering as our fulfilment team is a separate warehouse and it might be difficult to update the order if it has been processed. Email us at info@tottie.com.au and we will try our best to assist you if your order hasn’t been dispatched yet. If your order is already with the courier, it is best to contact them instead for redirection.

Can I cancel or make amendments to my order?

Please email us immediately at info@tottie.com.au and we will sort you out quick sticks! However, unfortunately, we are unable to cancel or make amendments to an order if it has been dispatched.

I’ve ordered a “Pre-Order” item. When will it arrive?

Thanks for your order! We'll get your order to you as fast as possible. We can guarantee you we are chomping at the bit for them to arrive soon. The estimated delivery date of every item on pre-order will always be stated on the product information.

Do you offer in-person pick up?

We do not offer pick up at our office/warehouse at the moment. All orders are delivered through AU couriers. Good news! We offer a wide range of shipping methods. Find out more about shipping HERE

Do you ship internationally?

Yes! If your country is not on the list, please email us at info@tottie.com.au and we will see what we can do!

Note: Please check your country's import taxes and duties prior to placing your order

I haven’t received my order confirmation

Tracking information will be sent via email once dispatched. Sometimes these emails can end up in your junk folder. However, if you still cannot find your order details, please email us with your full name & address and we’ll get back to you.

Do you have Afterpay? How do I use it?

Yes, we have Afterpay available. Afterpay allows you to shop now and pay for it later in four equal payments. Good news, it’s interest-free!

Shop normally online as you would, and choose Afterpay at checkout. You will then be redirected to the Afterpay website; first-time users need to register for an account.

Returns + Exchanges

What’s your Return Policy?

Change of Mind

You can return any unused item, for any reason, within 15 days of receipt. Any returns made after this time will not be accepted for a return. 

Items must be sent back to us at your cost and must be unused, in original packaging, and in original, new condition. This includes all dust bags, pram clips, changing mats, any product boxes and protective film or foam packaging and stuffing. 

Once the product is received by the warehouse as per the above conditions, we will then process your refund minus 10% administration fee. Charges apply for any original accessories that are missing from the returned bag. We recommend returning using tracked postage as any lost parcels are not the responsibility of Tottie. 

Exchanges

Exchanges with Tottie are easy! You can exchange any unused item, for any reason, within 15 days of receipt. Just send the item you want to swap back to us at your cost and we'll arrange the new item out to you. If there's a price difference between the items, we can refund you the difference via the original method you paid your order.

 We do not accept returns or exchanges for change of mind on international orders so please choose carefully.

Sale Items
Sale items are final sale and do not qualify for refunds or exchanges unless deemed faulty.

Gift Cards

Gift cards act as a form of currency. Please note that gift cards cannot be refunded or exchanged for cash.

Faulty Items 

In the unlikely event your Tottie Bag has a fault, please contact us within 48 hours of receipt. We will require either photo proof of the faulty item or provide you with a stamped, self-addressed post pack to return it to us. We will assess the condition of the product before you will be offered a replacement, repair, or a full refund, whichever you prefer. Any refunds will be transferred back to the original payment method, e.g. your credit card, PayPal account or store credit.

If the fault is deemed unfixable, we will offer an exchange, store credit or refund. If an item is out of stock, we will offer an alternative product, a store credit or waitlist the item for you.

Please note we are unable to return or exchange an item that is not being returned or exchanged by the original purchaser.

What if I change my mind?

Under our policy, you can return any unused item, for any reason, within 15 days of receipt. Any returns made after this time will not be accepted for a return. Items must be sent back to us at your cost and must be unused, in original packaging, and in original, new condition. Read our Returns & Exchanges Policy HERE

How do I exchange an item?

We are unable to provide direct exchanges at this time. Change of Mind terms apply then a gift card for the balance of the return will be issued to the customer to purchase the alternative/replacement product.

We do not accept returns or exchanges for change of mind on international orders so please choose carefully.

I’ve received an incorrect item. What shall I do?

While we endeavour to be 100% accurate with every order, occasionally this can occur. We're here for you and will get onto sorting this straight away! Please contact us immediately at info@tottie.com.au with your order number and photos and we can arrange for a return label to be emailed to you.

Dealing with faults

In the unlikely event that you have an issue with your Tottie bag, please contact us immediately at info@tottie.com.au. Find out how to deal with faulty items HERE

Can I return a sale item for a refund?

Sale items are final sale and do not qualify for refunds or exchanges unless deemed faulty.

Warranty

What is the warranty?

Tottie takes pride in designing each and every bag she makes.

Tottie offers an extended warranty period of six months from the date of purchase on all her products. The warranty covers defects in material or workmanship that deems the bag unusable and causes a complete loss of functionality, please contact us and we will help you resolve the issue.

Though our products are well-crafted, all materials do deteriorate over time from normal wear and tear. For this reason, the warranty does NOT cover damage caused by normal wear and tear that doesn’t affect the function of the bag. These include, but are not limited to scratches or blemishes in the material, minor seam rips, discolouration, accidental damage, improper packing, product negligence or misuse, and lost pieces or accessories.

Claiming your warranty

Please contact us at info@tottie.com.au with your order details, description and photo/video of the fault or damage and we'll sort you out quick sticks!

P.S

Before you submit your request for a warranty claim, we request you to please assess if the issue is affecting the functionality of your bag. We aim to promote sustainability and reduce landfill waste, hope you do too!

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