You may request a return for an eligible item within 30 days after delivery. Please contact hello@totopicks.com before sending anything back. Returns sent without prior approval may not be accepted.

To be eligible for a return, the item must be unused and in its original condition and packaging, with all included components, accessories and materials present. Proof of purchase may be required.

Because our products are DIY craft kits, we generally cannot accept returns for kits that have already been opened, partially completed, used, or have pearls, tools or other included materials that have been removed from their original packaging or used, unless the item is defective, incorrect, misdescribed, or a return is otherwise required by applicable law.

Sale or promotional items may be subject to specific return conditions stated at the time of purchase. Nothing in this policy affects any mandatory consumer rights that apply to your purchase.

Please inspect your order promptly after delivery. If your package arrives damaged, an item is defective, a kit is missing components, or you receive the wrong product or design, please contact us with your order number and clear photographs showing the issue and the condition of the packaging where applicable.

We will review the information provided and, where appropriate, offer a replacement, missing components, refund or other suitable solution in accordance with applicable law.

Unless the item is defective, damaged, incorrect, misdescribed, or otherwise covered by applicable law, the customer is responsible for the cost of return shipping.

We will provide the approved return instructions and return address after your return request has been reviewed and accepted. Please do not send a return to our registered office unless we specifically instruct you to do so.

Once an approved return has been received and inspected, we will notify you of the outcome.

If your return is approved, the applicable refund will be issued to your original payment method within 5–10 business days after the returned item has been received and inspected.

After we issue the refund, the time required for the funds to appear in your account may vary depending on your bank, card issuer or payment provider. This additional processing time is controlled by your financial institution or payment provider and is separate from our refund processing time.

Where applicable, shipping charges, duties or other fees may be treated in accordance with the circumstances of the return and applicable law.

If you receive a defective, damaged or incorrect item, please contact us before returning it. Where appropriate and subject to availability, we may offer a replacement or exchange instead of a refund.