Refund policy

Every bag we make is a one-off. Your tagline, your QR code, printed to order and shipped from a warehouse that never sees it again. That means we genuinely can't resell a returned bag, so as a rule, we don't accept returns or offer refunds for change of mind.

What we do offer is a reprint when something goes wrong on our end.

When we'll reprint your bag

If your bag arrives and any of the following is true, email us at support@totesintoyou.com within 14 days of delivery and we'll send you a replacement at no cost:

The print is misaligned, smudged, or otherwise clearly defective
The QR code doesn't scan
The tagline is wrong (not what you ordered)
The bag itself is damaged or torn on arrival

Please include your order number and a clear photo of the issue. You don't need to send the bag back — keep it, toss it, or pass it on. We just need the photo so we can sort it out with our print partner.

When we won't

We show you the exact mockup of your bag before you check out, so what you see is what you get. We're not able to offer reprints for:

Slight color differences between screen and print (every screen lies a little)
Changes of heart about the photo, tagline, or color you chose
"I don't like how it looks now that it's real"

If you've changed your mind, you're welcome to place a new order.

Lost in transit

If your bag was shipped but never arrived, email us at support@totesintoyou.com with your order number. We'll need a few details to file a claim with our shipping partner — including the tracking status, whether the carrier has marked it as delivered, and whether you've checked with neighbors, building staff, or local pickup locations. The more you can share upfront, the faster we can get a replacement sent.

Wrong shipping address

If the address on your order is incorrect, the bag will go where you sent it. We're not able to intercept or redirect orders once they're with the carrier. You're welcome to retrieve it from that address or place a new order to the correct one.

A note on your profile page

Your bag links to a unique profile page on intoyou.me — that's the whole point. The profile is a separate service from the bag itself, and while we work hard to keep it running smoothly, we can't guarantee 100% uptime. Occasional outages, bugs, or maintenance windows come with the territory of anything that lives on the internet. If your profile breaks, tell us at support@totesintoyou.com and we'll get it back up as soon as we can.

EU and UK customers

Under EU consumer law (Directive 2011/83/EU) and the UK Consumer Contracts Regulations 2013, the standard 14-day cooling-off period does not apply to goods made to a consumer's specifications or clearly personalized. Because every bag is printed to order with your unique QR code and tagline, it falls within this exemption — meaning the cancellation right doesn't apply to our products.

This does not affect your statutory rights in relation to faulty or misdescribed goods. If your bag is defective, the "When we'll reprint your bag" section above applies in full.