FAQs


Orders

How do I place an order?

We only accept orders through our online store (we don't have a physical retail location). Simply add your desired products to your cart and proceed to the secure checkout. You don't need an account to order.  

Can I cancel my order?

Yes. You can cancel your order for a full refund at any point prior to it going into the fulfilment process i.e. it's being packed and ready for dispatch. Once dispatched, you will need to wait for the item to arrive and send it back as a refund if you no longer want the item.

To cancel an order, get in touch and ask us to do this for you. Remember to include your order number. 

Please note that if you payed via PayPal, they have a 6-month deadline for refunding orders. We can still refund you past this deadline by using their send money feature but we cannot claim back the transaction fee. As a result, any PayPal orders that are cancelled after 6 months will have the transaction fee deducted from the refund.

When will my order be dispatched?

We aim to dispatch orders within 1-2 days of receiving an order, however, during busy periods it might take a few more days. 

I placed an order a while ago, why hasn't it been dispatched?

We're sorry for any delays in dispatch.

Please make sure you check the product page to ensure that your item is not a pre-order. If the item is in stock, has not been dispatched within a week and you haven't heard from us, please contact us and we'll sort it out. 


Delivery

How much does delivery cost?

Standard delivery is free in the UK mainland. Delivery to Northern Ireland and the Scottish Highlands is £1.99. For delivery to the Channel Islands, international addresses, and express services, please check the delivery page

How long does delivery take?

Standard delivery can take up to 3-5 working days (after dispatch). International delivery may take 5-21 working days depending on your location. 

Why isn't my order here yet?

Please allow up to 14 days for the delivery of your order. If it still hasn't arrived, just use the contact form to let us know and we'll get it sorted. Please note that international deliveries may take longer. 

My items arrived damaged, what do I do?

We're sorry to hear that. Please let us know within 7 working days from receiving your order by emailing support@totostoybox.com. Don't forget to attach some pictures and always retain a proof of postage. We'll arrange a refund or replacement as soon as possible.  

I need a product for a specific date, will it arrive in time?

If placing an order for a specific date, such as birthdays, we ask that you place your order at least two weeks in advance to allow for the 3-5 working days standard delivery as well as the dispatch time. 

We do not recommend placing pre-orders needed for specific dates as these can be affected by supplier availability. If you choose to place a pre-order, you do so at your own risk as we cannot guarantee that it will arrive in time. Pre-orders can, however, be cancelled for a full refund if you change your mind. 


Payments

What payment methods do you accept? 

We accept Visa, Mastercard, American Express and PayPal.

When do you take payment for an order?

We take payment as soon as you complete the checkout, this includes payment for pre-order and on request items. 

I found an item cheaper elsewhere, do you offer price match?

If you find a product cheaper at another UK retailer, just let us know and we'll match the price for you. The retailer must have a valid VAT ID and the price should include any delivery charges. Sale items are excluded. Unfortunately, we can only offer this service in the UK. 


Returns

What's your returns policy?

We have a 30-day return policy. If you wish to return an item within this period, you are entitled to a refund for the original purchase, however, this does not include return postage. Return postage is covered for items that arrive damaged/defective or clothing items that are being exchanged for an alternative size. Please ensure you contact us first if you wish to return an item. 

Read our returns policy for more information. 

Can you arrange return postage for me?

Yes. Just tell us if you need a label for drop-off or collection from your address and we'll email you a returns label. If the return is an unwanted item, the postage cost will be deducted from your refund. You will also need access to a printer to print the label. If you wish to, you can also arrange your own returns. 


Pre-orders

What's a pre-order?

A pre-order is an order for an item that is not currently available but is expected to be at a specified date. Pre-orders are useful for reserving an item that may otherwise sell out as soon as it becomes available. Pre-orders are dispatched when we receive the item. 

What's an ETA?

An ETA is the estimated time of arrival. This is when we expect to receive a product from our supplier. ETA's are subject to change without notice. While we understand this is frustrating, we don't have any control over this as it depends on the manufacturer of the product. All we can really do is notify you of any changes. 

When will my pre-order arrive?

Every pre-order item has an ETA in the product description so be sure to check the product page. If the ETA changes to a later date, we will let you know via email. If an item becomes available sooner, you will simply be notified when we dispatch the item. 

Dispatch will normally be within 1-2 days of us receiving the products. The usual delivery time frames apply e.g. free delivery can still take up to 3-5 days. 

I pre-ordered an item but I haven't had an update in ages. What's going on?

As long as there is no change to the product ETA, we don't send out updates. There's no need to worry if you don't hear from us. When we receive and dispatch the item, you will receive a dispatch email. 

However, if you are concerned about your order, you are welcome to contact us.  


On Request Products

What's an on request product?

An on request product is an item that we do not currently have in stock but our supplier does. We purchase such items from our supplier once you request them by placing an order. You can identify these products from the product page, where instead of an 'add to basket' button, there will be an 'on request' button.

As the item is in stock and available with our supplier, it will be added to our next shipment of goods. This could be 1-2 weeks but it will never exceed 30 days. 

How do I know the product is available?

We check the availability of these products regularly and if any become unavailable, they are removed from this service. If it's available to pre-order from our supplier, it will be changed to a pre-order.