We will always do our best to satisfy every customer. In the event of any complaint or difficulties, Totoro shop’s customer service is here to listen and find a cordial resolution.
You can contact us by using the following contact form: click here
If you are expecting an answer but it still hasn’t arrived, please check your spam folder as our reply might be put there directly.
As any company’s website, please read the following terms and conditions of sale prior to placing an order.
Based in Japan, we are subject to Japanese law. Every order made by a customer entails the explicit acceptance of the general conditions described below.
We provide products that we believe are good quality. It is important for every customer to read the description and the features of the product they intend to buy. We provide a clear description with the item’s dimension so you know what you get and try to avoid any bad surprises when you open the parcel.
Remember that the import of a product from Japan may be subject to taxes and to custom fees in the country of delivery.
Product descriptions in Japanese are provided by the manufacturers. Totoro shop is not responsible for the contents of these Japanese instructions. We provide simple instructions in English with every product. We mainly focus on giving a clear understanding on the precautions to use.
If any products are temporarily unavailable although an order has been made, we will let the customer know about the expected delay by email.
If the product is unavailable and Totoro shop cannot provide alternative products of similar quality and price, the purchase cost will be refunded to the customer.
Once an order is processed, the customer will receive a confirmation email. And once the products are shipped, you will be notified again by email.
How To Purchase on Totoro shop?
When you find an item that you like, click the "add to cart" button. The items you have chosen will appear in your cart located to the right of your screen. To finalize your purchase, click on your cart. Then, please make sure the items, sizes and quantity are correct. If there is a mistake, you can remove the item in the checkout by selecting "remove" or "edit" in your cart. Once the order is confirmed, you will be transferred to the secured Paypal server where you will be asked to enter your address so we can send you the items you chose and your credit card information. You will then be redirected to Totoro shop where you will have to finally choose your shipping method. The price is clearly stated on every method. Follow the payment instructions to complete your order. Although you can change the currency on the site itself, you will have to pay in US Dollars at the end of the process.
Once you have completed entering your address, credit card information and chosen your shipping method, press "submit" and an e-mail confirmation will be sent to you. You will actually receive two, one from Paypal and one from Totoro shop. The email from Totoro shop will have your order number, complete order details and shipping address. Please print out this document and save it for your records. If there are any mistakes on this e-mail confirmation, please e-mail us right away.
Method of Payment:
Totoro shop accepts all major credit cards including Visa, MasterCard and American Express. All credit card transactions are processed securely by PayPal. It is not necessary to have a PayPal account in order to make a payment.
III. PRICE AND PAYMENT
All prices are listed in US Dollars and Euros. Shipping and handling charges are not included in the listed price.
Don't worry, all additional charges are clearly indicated during the ordering process, so you can verify the charges before you click the Pay button!
Totoro shop does not keep any record of your credit card or other financial information. All financial transactions are encrypted securely and handled by PayPal or Stripe.
If any problems arise during the payment verification procedure, we will contact the customer.
In order to solve possible conflicts and to combat online payment fraud, the data concerning your order may be sent on to secure third parties for verification purposes.