Frequently Asked Questions
Last updated: 23 August 2025
What is the preparation and delivery time?
We prepare orders within 2 working days of receipt (this period may be a little longer at peak times).
The estimated delivery time for items is:
• 2-3 working days for UK
• 5-7 working days for European countries
• 7-12 working days for US, Canada and rest of the world.
Once the order has been prepared, you’ll receive a confirmation email with the delivery tracking number.
What should I do if my parcel is late?
1. Check the tracking link and your local postal updates.
2. Look for a “missed delivery” card.
3. If it’s still missing [7 working days UK / 14 working days international] after the delivery aim, email us and we’ll help.
Will I pay customs or import VAT?
Orders shipped outside the UK may be charged import VAT, customs duty and carrier handling fees by your country when the parcel arrives. These charges are set by the destination country and are the buyer’s responsibility. Your carrier will contact you if anything is due.
Can I cancel or return a personalised book?
Because each book is custom-made, we can’t accept cancellations or returns for change of mind once your order has entered production. UK law’s 14-day cooling-off period does not apply to goods that are “made to the consumer’s specifications or clearly personalised.”
What if there’s a mistake or the book arrives damaged?
If we make an error or your book arrives faulty or damaged, we’ll put it right— replace, or refund as appropriate. Under the UK Consumer Rights Act, you have a short-term right to reject faulty goods within 30 days. Please contact us with photos and your order number.
Do you offer discounts for classrooms or parties?
Yes—email [info@tototale.com] with quantities, deadlines, and destination(s) and we’ll quote.
Contact us
Couldn’t find what you need?
Email [info@tototale.com] or use our Contact page. We reply within [1–2 business days] (UK time).