30-day returns
We want you to love your Tote Library bag. If it isn't right, you have 30 days from delivery to return it for a full refund. Email us at info@thetotelibrary.com with your order number, or use the "Withdraw from contract here" link above, and we'll send you the return details.
- Items should be unused and in their original condition.
- Return shipping is paid by you, unless the item is faulty or we sent the wrong item.
- We refund the price of the item and the standard shipping you paid, within 14 days of receiving the return (or proof you sent it), using the same payment method.
If you live in the EU or the UK, our 30 days are on top of your legal 14-day right of withdrawal, explained below. Nothing in this policy limits your statutory rights.
Damaged, faulty or wrong item
If your order arrives damaged, faulty or isn't what you ordered, email info@thetotelibrary.com. A photo or short video helps us sort it out fast. We will send a free replacement or refund you in full, and we cover all shipping costs. Please let us know as soon as you notice the problem.
EU customers: you have a legal guarantee of conformity of at least 2 years (longer in some countries, for example 3 years in Spain) for goods bought from us.
UK customers: your rights under the Consumer Rights Act 2015 are not affected.
Australian customers: Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Right of withdrawal (EU and UK customers)
Right of withdrawal
You have the right to withdraw from this contract within 14 days without giving any reason.
The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods. If you ordered several goods that are delivered separately, the period expires 14 days after you, or a third party indicated by you, acquire physical possession of the last good.
To exercise the right of withdrawal, you must inform us (The Tote Library Ltd, 5 Brayford Square, London E1 0SG, United Kingdom, info@thetotelibrary.com) of your decision to withdraw from this contract by an unequivocal statement (for example, an email). The quickest way is our online withdrawal function: Withdraw from contract here. You may also use the model withdrawal form below, but it is not obligatory. If you use the online function, we will send you an acknowledgement of receipt by email without delay.
To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
Effects of withdrawal
If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.
You shall send back the goods to The Tote Library Returns, The House Cologne, Bachemer Str. 88, 50931 Cologne, Germany without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired. You will have to bear the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
Model withdrawal form
(Complete and return this form only if you wish to withdraw from the contract.)
To: The Tote Library Ltd, 5 Brayford Square, London E1 0SG, United Kingdom, info@thetotelibrary.com
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):
Ordered on (*) / received on (*):
Order number:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:
(*) Delete as appropriate.
Questions? We're always here at info@thetotelibrary.com.
