Beautiful Plants For Your Interior
Questions & Answers
Q&A
Order problem
If your order has been successfully completed, the “Order Completion Email (Automatically sent)” will be sent to the email address you used when you placed your order.
If you do not receive the email, please check your spam box. If you use various carrier email addresses (ezweb/softbank/au/docomo, etc.), your carrier may block emails and you may not receive emails, so please be sure to set up permissions for the following email addresses in advance.” Please leave.
Automatically sent to: support@tottolin.com
Also, if you register your account in advance, you can check the status of your order on the “My Page” of the website.
* Sending an email may take some time.
* If the email address you specified is incorrect, please contact us using the enquiry form.
* If you already have an account, you can also view your order history on the account page.
There is a button at the bottom of the shipping completion email for issuing a receipt.
The default additional condition is clothing fee.
If you need special information, please contact us by email after placing your order.
Due to the specifications of the ordering system, the details cannot be changed once the order is confirmed. (If you contact us within 24 hours of placing your order, we can accommodate your request.)
If you wish to replace the product with a different size or color after payment, you will need to cancel the order and re-purchase the required product.
* If you wish to cancel, you can do so on the order page within 24 hours of payment.
* Please note that products may be sold out before you place your order again.
* Depending on the products ordered, we may not be able to cancel your order, such as products that cannot be cancelled.
As the order will enter the ready state after placing the order, cancellation is not accepted in principle. However, in consideration of “human nature”, we provide 24 hours as a “hesitation time”, at which time the cancellation button for non-pre-sale items will be open, and it will be impossible to cancel the order.
At the same time, due to the production time and cost of pre-sale orders, please forgive us for not accepting cancellation of orders marked as pre-sale goods for any reason.
Due to the specifications of the ordering system, we are unable to support the cancellation of certain parts of the order.
When your order is completed, the item is locked, and when you add the item to your cart, it is not locked. This item may be sold out before payment is made.
You can change the shipping address before the product is shipped.
Please fill in the changed shipping address information below and contact us using the enquiry form.
* Please be sure to enter the relevant order number in the “Order Number” field of the enquiry form.
< Please note > We will check the shipping status of the product after receiving your inquiry.
Depending on the schedule, changes may not be possible as the product is still being shipped.
Please check the shipping company and invoice number (tracking number) listed in the order completion email and request a change of shipping address from the shipping company’s sales office.
Due to the specification of the ordering system, products are shipped according to the order number.
Items with different order numbers cannot be shipped together. Please pay attention.
$150 free shipping on most country orders. Please check the shipping details for details.
Date and time cannot be specified when ordering. If you want to specify a date and time, check the invoice number (tracking number) provided in the shipping completion email and ask the shipping company for it yourself.
通常，您的包裹在发货时将会有物流号码通过邮件发送至您的邮箱。
Payment problem
You can Pay by credit card, PayPay, Paypal, Apple Pay, Google Pay, Pay-DEE, and prepayment at convenience stores.
Please see below for each payment method.
■ Credit card payment (Shop Pay)
VISA/Master cards are accepted.
■ Alipay
You can pay with pre-topped e-money (PayPay balance).
■Apple Pay / Google Pay / Paypal
You can pay with the credit card information registered with the services.
Payment is due within 3 days from the date of order. We will arrange the shipment in the order of receipt of payment confirmation. * Inventory is guaranteed in order of payment.
Please note that once the deadline is exceeded, your order will be void and automatically cancelled.
If you cancel an unpaid order multiple times, we may refuse a new order. Pay attention.
[About receipt]
A receipt issued at the time of payment at the convenience store can be used as a receipt.
Credit card payment /PayPay/Amazon Pay payment is completed at the same time as the order is placed.
If you have not received an order confirmation email and are unsure whether your order has been completed correctly, please contact us using the Contact Us form.
■ Paidy will automatically send you an email after the payment is completed. Paidy’s email address is listed below, so we would appreciate it if you could set your email address to allow early email receipt.
noreply@paidy.com
Due to the specifications of the order system, once the order is confirmed, it is impossible to change the payment method.
We apologize for any inconvenience this may cause. If you wish to change to a different payment method after your order is completed, you will need to cancel the order and re-purchase the desired item.
* Please note that items may be sold out before you order again.
* For some ordered items, such as items that cannot be cancelled, order cancellations may not be accepted.
Credit card/PayPay (Smartphone Payment KOMOJU)/Amazon Pay billing will be done after your order is confirmed.
PayPay can be paid next month or later at convenience stores or banks. Please click here for details.
No matter which payment method you choose, due to the specifications of the payment system, payment must be made for each order number.
Please note that if you pay for all your orders at once, we will not be able to process your payment smoothly.
The credit card information entered when ordering cannot be deleted or changed later.
In addition, TottoLin does not retain your credit card information, so we cannot confirm the details of your credit card information.
We apologize for any inconvenience this may cause.
Due to the specifications of our order system, we are unable to change the billing name, address or phone number. We apologize for any inconvenience this may cause.
If an error occurs with an incomplete payment, there may be one or more of the following possible reasons
– Incorrect card details (card number, security code, etc.)
– The card expired – and TottoLin couldn’t determine why the credit card company refused to pay.
Refunds and exchanges
If you would like to return or exchange the goods after receiving them, please send an email to support@tottolin.com with the “Order number of the goods returned/exchanged and reason for return/exchange”. Once we receive your application, we will provide you with instructions on how to return or exchange your product. However, if any of the following conditions exist, we will not be able to accept returns or exchanges.
Please note that the customer is responsible for return and exchange shipping costs.
Conditions for non-return/exchange:
If the return or exchange request is not received within 3 days after the product arrives at the customer’s location.
Products not returned within 5 days after the return/exchange email approval.
If the customer wishes to return or exchange the product for their own convenience.
If the product shows signs of use, damage or stains.
If product labels or accessories are missing.
If the product is returned in a manner other than that specified by the Company.
For products sold under special conditions, such as coupons/sales, etc.
If the order is marked as non-refundable or (pre-sale) on the merchandise page or event page, etc.
Underwear, swimwear, accessories, and other products that come into direct contact with the skin without underwear. Perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products).
Promotional merchandise or gift cards.
Refund methods vary according to the payment method specified at the time of order.
Credit card payment The credit card company will process the refund.
Depending on the credit card used, the actual refund may take up to two months. If you have any questions about the refund time or the amount shown on your statement, please contact your credit card company’s support office.
We do not have a designated return carrier, but make sure to send your return in a traceable way.
When returning goods, you can use a box other than the one you shipped.
When returning an item, be sure to include all other accessories that came with the item.
We are not responsible for any accident, damage, loss or other problems that occur after the return procedure.
We attach great importance to the quality of our products. Please check your order upon receipt and if the item is defective, damaged or you have received the wrong item, please contact us within 24 hours of receipt (support@tottolin.com) with your order number and a photo of the item in question so that we can assess the problem and correct it.
Even if you think the product is defective, it may not be due to the characteristics of the product or the sewing process. Please contact us and provide a photo of the problematic part of the product so that we can determine.
If we are unable to exchange the goods due to the conditions of sale, a refund will be made.
If we determine after reviewing photos of the area in question that the item has wear, scratches or other defects that do not affect its wear resistance, we will not be able to accept a return or exchange of the defective item.
If you received an item that is different from your order, please contact us (support@tottolin.com) within 24 hours of receiving your item with your order number and a photo of the item in question so that we can assess the problem and correct it.
Our experts will check the order and arrange delivery of the correct item as soon as possible.
If we are unable to exchange the item due to the conditions of sale, we will refund the money.
About the product
While we have made our best efforts to reproduce the actual product colors through color correction when creating the product page, colors may vary depending on the environment and Settings of the customer’s monitor.
In addition, the color may vary depending on whether the product is viewed indoors under fluorescent lights or outdoors under natural light, so we want you to consider the shooting environment when viewing the product.
Detailed dimensions are provided on each product page. If dimensions are not listed, please contact us (support@tottolin.com).
Materials are listed in the Materials column on each product page.
If the materials are not listed, or if you have any questions about product details, please contact us in advance (support@tottolin.com).
Basically, most of the products we deal in are out of stock and discontinued within a month or so of being listed on the website.
Since many items are discontinued after one season or round of production, we recommend that you purchase the items you are interested in as soon as possible.
In addition, the listed inventory quantity is synchronized with the brand’s latest inventory quantity, but the older goods are not synchronized, so the possibility of stock is high.
About Coupons
Please enter the coupon code (discount code) you want to use in the “Add Coupon Code or Gift Card” field on the payment page.
After entering the code, tap “→” on your smartphone or “Apply” on your PC to apply the coupon code.
If you cannot use the coupon, it may be one of the following reasons
– Alphanumeric characters are incorrect.
– Contains unnecessary characters or Spaces.
– The coupon has expired.
– The product you ordered is not eligible for the coupon. If none of the above applies, please inform us by email (support@tottolin.com)
Please understand in advance that if your order with the coupon is successfully cancelled, it may not necessarily be used for other orders.
You can’t. You cannot use more than one coupon in one order.
Other
Unfortunately, TottoLIN is currently unable to accept gift wrapping.
We also don’t provide message cards. You can specify the recipient address as the shipping address.
We are open from 10:00 to 19:00 on weekdays. We are unable to respond to inquiries outside of working hours (e.g. weekends and holidays).
Please understand this in advance. To document our interactions with our customers, we provide support via email.
Please note that we cannot respond by phone.