Returns & exchanges
A little extra care, even after delivery.
We want every Tohfa Ghar order to bring smiles. If something isn't right, here's how to reach us and request assistance.
- Friendly Support
- Clear Guidance
- Careful Review
Being finalised
Our full returns and exchange policy hasn’t been published yet. Until it is, each request is reviewed individually by our team.
Terms & conditionsLet's make things right.
If something isn’t right with your order, these are the situations we can help with.
Reporting Problems
Damaged or Incorrect Item
If an item arrives damaged from transit or differs from what was ordered, report it promptly so our team can investigate and coordinate a solution.
Replacing an Item
Exchange Requests
Customers may request an exchange for eligible products, subject to confirmed store terms, available stock, and condition verification.
Guidance & Help
Our Support Team
Our team can guide you through what to share and the possible next steps for your order.
General guidance
Good to know before you ask.
General guidance to help us review your request — not a final policy.
Policy statusOur full returns and exchange policy is still being finalised. Eligibility, timelines and any refund or exchange are confirmed by our team for each request.
Request Window
Timely NoticeContact us as soon as possible after delivery. Any specific time limit will be set out in the final policy.
Item Condition
Original StateKeeping products unused, unwashed and with labels attached helps us review an exchange request.
Packaging & Accessories
Complete PackKeep all original boxes, protective wraps, ribbons, tags, and included accessories intact whenever possible.
Proof of Purchase
Order ReferenceHave your Tohfa Ghar order number, invoice reference, or delivery receipt ready when contacting our customer care team.
Incorrect or Damaged Deliveries
Priority ReviewProblems caused in transit, or a mistake in your order, are reviewed as a priority.
Products with Special Restrictions
Special CategoriesCertain specialty items, wholesale production runs, and bespoke custom plush designs may follow customized commercial terms.
How to ask for help
A simple process, with support along the way.
Four steps from telling us about the issue to agreeing what happens next.
Step 1: Reach Out
Contact Us
Get in touch with our team — the Contact page lists the options currently available.
Step 2: Information
Share Order Details
Provide your order reference and explain the issue with photos if relevant.
Step 3: Verification
Request Review
Our team reviews the request against the applicable policy and stock.
Step 4: Resolution
Next Steps
If your request is approved, we’ll explain the next steps.
Requests can’t be submitted online yet. Once our official contact details are published on the Contact page, that’s where to start.
Damaged or incorrect items
Something arrived differently than expected?
We understand how disappointing transit damage or wrong items can be. Having the right information ready helps us resolve the matter quickly.
When messaging our team about a damaged or incorrect order, please provide the following details:
- Your Tohfa Ghar Order Number (e.g. from your SMS or invoice)
- The exact Product Name or code that has an issue
- Clear, well-lit photos showing the damaged area or incorrect product
- Photos of the external courier packaging and shipping label if visible
- A brief, clear description of the issue or discrepancy
Policy details
A few important details.
These details are being finalised. Until the policy is published, each request is reviewed individually.
Refund Availability & MethodDecided for each approved requestPolicy being finalised
Whether an approved request is resolved with an exchange or a refund is decided by our team for each case until the final policy is published.
Return Shipping ChargesConfirmed before any return goes aheadConfirmed per request
Who covers courier charges for a return or exchange is confirmed with you before anything is sent back.
Original Delivery ChargesTo be set out in the final policyTo be confirmed
Whether original delivery charges can be refunded will be set out in the final returns policy. Until then, this is confirmed for each request.
Order CancellationAsk as early as possibleTo be confirmed
Once online ordering is live, please contact us as early as possible if you need to cancel. Whether a cancellation is possible depends on how far your order has progressed.
Commercial & Custom Plush RestrictionsGoverned by separate B2B production contracts
Custom-manufactured plush toys, bespoke prototypes, and commercial wholesale purchases are produced according to approved specifications and follow separate B2B contract terms.
Returns questions
Questions? We're here to help.
Quick answers to common questions about returning or exchanging items.
All FAQsHow do I request an exchange?
Contact our team with your order number, the product name and the reason for your request. The Contact page lists the options currently available.
What if I receive a damaged product?
Please contact our team as soon as possible with photos of the item and the courier packaging so we can look into it and discuss a resolution.
Can I exchange an incorrect item?
If you received a different product from the one you ordered, contact us with your order details and our team will review it and explain the next steps.
Do I need the original packaging?
It helps. Keeping the original packaging, tags and accessories makes it easier to review the item and send it back safely if needed.
How long does an exchange take?
It depends on your location, courier schedules and product availability. Our team will let you know what to expect for your request.
Are delivery charges refundable?
This will be set out in the final returns policy. Until then, it’s confirmed for each request.
Can I return a personalized or custom item?
Commercial custom plush orders made to client-approved prototypes are manufactured specifically for your brand and are governed by dedicated B2B contract terms rather than retail return policies.
Need help with your order?
Our team is here to guide you through your questions and help you understand the available options.
Contact Our Team