Refund policy

Your experience with Totíne is important to us. <3 

In accordance with the Swedish Distance and Off-Premises Contracts Act, you have the right to withdraw your purchase within 14 days from the date you received your order. Returned items must be unused, in their original packaging, undamaged, and with all tags attached. For products that are sealed for hygiene reasons, the seal must remain intact for the return to be accepted.

Hygiene information: Underwear must always be tried on over your own underwear. Items that are worn, washed, stained, or missing tags cannot be accepted for return.

Return Conditions 

To qualify for a return, your item must: 

  • be in its original condition, unworn and unwashed 

  • have all original tags attached 

  • be free from scent and marks (e.g. perfume, deodorant, makeup) 

We reserve the right to refuse returns that do not meet these requirements.

How to Make a Return

You can easily request a return through your customer account on our website. Return requests must be submitted within 14 days of receiving your order.

  1. Click the profile icon in the store's menu and sign in to your customer account. 

  2. Sign in using the email address associated with your order. 

  3. A six-digit verification code will be sent to your email address. Enter the code to access your account.  

  4. Select the order you would like to return and click "Request Return". 

  5. Select the item(s) you wish to return, choose a reason for the return, add a note if needed, and click "Request Return" to submit your request. If your return is approved and requires shipping, you will receive further instructions by email. 

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

Please note: All return labels must be printed before a return can be sent back to us. We currently do not offer QR codes or digital return labels.

Once your return has been received and approved, a refund will be issued within 30 days, usually much sooner, using the same payment method used at checkout.

Please note that shipping fees for both purchase and return are non-refundable.

Tip: If you paid via Klarna, you can pause or extend your invoice in the Klarna app to avoid reminder fees.
Totíne is not responsible for any additional fees charged by Klarna.

Returns from Promotions and Offers

“2 for 1” or gift-with-purchase offers:
 If you return part of a promotional offer or a free gift, no refund will be issued. To receive a refund, all items included in the offer must be returned.

SET or KIT products:
Items purchased as a set at a package price must be returned as a complete set to be eligible for a refund.

Campaigns or discount codes:
If you return part of an order placed during a campaign, the discount will no longer apply to the returned item(s).
Discounts for items you keep remain valid.
Discount codes and temporary promotions cannot be reactivated after the order has been placed.

Return Fee

A return fee is deducted automatically to cover part of the handling and shipping costs:

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

Frequent Returns

We encourage thoughtful shopping and recommend checking our size guide available on each product page. If we notice unusually frequent returns, we may review or temporarily limit an account to ensure fair use. If this ever affects you, please reach out. 

Exchanges

We currently do not offer direct exchanges. If you wish to change size or color, please make a return and place a new order.

Incomplete or Defective Deliveries

If something is wrong, a defective item or the wrong product, please contact us at info@totineunderwear.com  and we’ll assist you. Include your order number and clear photos showing the issue. Keep the item unused until the case is resolved.

Consumers must report a defect within a reasonable time after it’s discovered; according to Swedish consumer law, two months is considered reasonable. If your item is defective or damaged upon arrival, contact us immediately and attach photographic documentation.

Please note that warranty claims do not cover normal wear and tear, aging, or damage caused by use.

Totíne Underwear AB reserves the right to first attempt to repair the defect, secondly to replace the item, and as a last resort to offer a refund. For any questions regarding returns or complaints, please contact our customer service at info@totineunderwear.com. Please note that Totíne Underwear AB does not cover return shipping costs.

For questions regarding returns or complaints, please contact info@totineunderwear.com. Please note that Totíne Underwear AB does not cover return shipping costs for complaints.

In the event of a dispute, we adhere to the decision of the Swedish National Board for Consumer Disputes (ARN).