Where are your products shipped from?
All our products are shipped from the UK.
Please note that not all items are sent from the same distribution facility. This means that if you order certain combinations of items, you might receive your order in two or more separate shipments.
Which countries do you ship to?
Most countries in the world! There’s a full list on our ‘shopping basket’ page.
How much postage will I have to pay?
It totally depends based on what you’ve ordered, and where we’re shipping it to – your shopping basket automatically calculates the shipping amount.
How are items sent?
Except certain high-value items which we send by courier, we send everything by first class Royal Mail postage.
Will I have to pay import duty?
Your order will have had all local UK taxes paid (meaning that you pay VAT if you’re based in Europe), but your own country might apply customs charges. For low-value items (such as a t-shirt or two) this is unlikely, but each country has its own rules and you’re best off checking with your local customs office.
How long will it take for my order to arrive?
Because our products are printed individually when you order, it will take longer than ordering from a retailer who just has to ship the product.
The majority of our orders are shipped within 7 days, after which it should take 1-2 days to reach you (within the UK) by Royal Mail. However, sometimes we might have to wait to get a particular garment from our suppliers, so please allow 21 days before chasing an order up. International shipping times will vary.
If you need your order by a particular date, please contact us before ordering to check if it will be possible.
What if my order doesn’t arrive?
If you have a Toto account, you can log in to check on the status of your order – if it’s been showing as ‘dispatched’ for a long time without having arrived, there’s a chance it’s got lost in the post, so please contact us.
When contacting us to check on an order, please include your order reference number. We aim to get back to you within 24 hours.
Is it safe to order from Toto?
Yes! We use SagePay to process your credit/debit card payments, which means that your personal data is extremely safe. It’s all protected with industry-standard 128-bit SSL encryption.
Does the band I’m ordering from get to see my credit card details?
No. SagePay deals with all our card processing, so your card details never pass through our servers or are seen by us – or the band.
Can I pay over the phone/by mail/by mobile phone?
Sorry, not at the moment.
Which currency will I be billed in?
You will be billed in UK Pounds Sterling. You can view prices in other currencies in the shop using our realtime exchange rate feed, but you will always be billed in Sterling.
How accurate is the currency converter in the shop?
Pretty accurate – we pipe in the very latest exchange rates from the European Central Bank. But remember, the exchange rate may have changed by the time your card is billed so it’s only ever an estimate.
When you click through to the shopping cart, you will see all the prices in UK Pounds.
What will appear on my credit card statement?
Anything you buy will appear on your credit/debit card statement as ‘Toto Merch Ltd’.
What are my rights when it comes to returning a product?
If you’re not happy with your purchase for any reason, you can return it to us within 28 days of receipt for a full refund or replacement – we only ask that it’s in the same condition as when you received it.
Under our terms of sale, when you receive the goods you have them ‘on approval’ for 28 days before they become your property: this means that returning the product during this time counts as a cancellation of your order, and we’ll refund/exchange it without quibbling
The refund we offer will cover the postage cost we originally charged you (or part of it if you’re returning one item from an order that included several), but unfortunately we can’t refund the cost of you returning the item to us.
How do I return a product to you?
Simply print out our returns form here, fill it in, and send it back to us along with the item you’re returning. Please don’t send an item back without a returns form or we’ll have no idea what we’re meant to do with it! You might want to send it by recorded delivery, because if the returned item never reaches us there’s not much we can do.
We will then refund your money back onto the card you paid with, or contact you if we have any questions. Please note that we can only offer refunds onto the original card you paid with.
What format are audio products sold in?
Individual tracks are sold as MP3s, and collections of tracks are sold as ZIP files. Your operating system will probably have the capability to extract ZIP files built in, but if not you can use a free tool like 7Zip.
What if the file is corrupted, or not what it’s meant to be?
In this case, please contact us with your order reference number and we’ll talk to the band to sort it out.
What if I delete the file by mistake once I’ve bought it?
If you have a Toto account, you can log in to manage all the products you’ve downloaded. You can request new download codes to make sure you can always get a new copy of any audio products you’ve bought.
