Terms & Conditions

Last Updated: 29 October 2025

Welcome to Totem Proud. These Terms and Conditions govern your use of our website at https://totemproud.com and the purchase of products from our store. By accessing our website or placing an order, you agree to be bound by these Terms and Conditions.

1. General Information

1.1 About Us

Totem Proud is a trading name operated from the United Kingdom, specialising in African heritage merchandise including hoodies, t-shirts, mugs, and cultural accessories celebrating all 54 African nations.

Contact Information:

Website: https://totemproud.com
Email: [Your Contact Email]
Address: [Your Business Address]

1.2 Acceptance of Terms

By using our website and services, you confirm that:

You are at least 18 years old, or have parental/guardian consent to make purchases
You have read, understood, and agree to these Terms and Conditions
You agree to our Privacy Policy
All information you provide is accurate and complete

1.3 Changes to Terms

We reserve the right to modify these Terms and Conditions at any time. Changes will be effective immediately upon posting to our website. Your continued use of our website following any changes constitutes acceptance of those changes. We recommend reviewing these Terms regularly.

2. Products and Pricing

2.1 Product Information

All products sold through Totem Proud are print-on-demand items, manufactured specifically for each order. We strive to display product colours, designs, and descriptions as accurately as possible. However:

Actual colours may vary slightly due to screen settings and calibration
Product measurements are approximate and may vary by up to 5%
Design placement may vary slightly between products
All products feature authentic flag representations and cultural designs

2.2 Pricing

All prices are displayed in British Pounds (GBP) and include VAT where applicable
Prices are subject to change without notice
The price applicable to your order is the price displayed at the time of checkout
We reserve the right to correct pricing errors, even after an order has been placed
If a pricing error occurs, we will contact you before processing your order

2.3 Product Availability

All products are made-to-order; we do not hold stock inventory
Product availability is subject to change
If a product becomes unavailable after you place an order, we will contact you to arrange a refund or substitution

3. Ordering and Payment

3.1 Order Process

When you place an order through our website:

You submit an offer to purchase the products in your basket
You will receive an automated order confirmation email
Your order is accepted when we begin production (usually within 24 hours)
We reserve the right to refuse or cancel any order at our discretion

3.2 Order Accuracy

You are responsible for ensuring that:

Your shipping address is complete and accurate
Your contact information is correct
You have selected the correct size, colour, and product options
You have reviewed your order before completing checkout

We cannot be held responsible for orders shipped to incorrect addresses provided by customers.

3.3 Payment

Payment is required in full at the time of order
We accept major credit cards, debit cards, and other payment methods as displayed at checkout
All payments are processed securely through our payment provider
Your payment information is encrypted and not stored on our servers
You warrant that you are authorised to use the payment method provided

3.4 Order Confirmation

You will receive an order confirmation email containing:

Order number and date
Products ordered with specifications
Billing and shipping addresses
Total amount charged
Estimated delivery timeframe

Please retain this confirmation for your records.

4. Production and Fulfilment

4.1 Print-on-Demand Service

All Totem Proud products are manufactured on-demand by our printer partner. This means:

Products are created specifically for your order
Production begins after payment is confirmed
No pre-made stock is held
Each item is individually printed and quality-checked

4.2 Production Times

Standard Fulfilment: 2-5 business days for production
Business days are Monday-Friday, excluding bank holidays
Production times begin after payment confirmation
During peak periods (holidays, cultural events), production may take up to 7 business days
You will be notified of any significant delays

4.3 Quality Control

Our printer conducts a three-step quality control process:

Pre-production file check
Post-printing quality inspection
Pre-shipping final verification

However, rare issues may occasionally occur, which are covered under our Returns and Refunds policy.

5. Shipping and Delivery

5.1 Shipping Regions

We ship to the following regions:

United Kingdom: Standard and express shipping available
Europe: International shipping with customs clearance
United States: International shipping
Canada: International shipping
Australia & New Zealand: International shipping
Other regions: Please contact us for availability

5.2 Shipping Times and Costs

Estimated Delivery Times:

UK: 5-7 business days (2-5 days production + 2-4 days shipping)
Europe: 7-12 business days (2-5 days production + 5-7 days shipping)
United States: 8-15 business days (2-5 days production + 6-10 days shipping)
Rest of World: 10-20 business days (2-5 days production + 8-15 days shipping)

Important Notes:

Estimated delivery times are not guaranteed and may vary
Shipping times are estimates based on carrier performance
Delays may occur due to weather, customs processing, carrier disruptions, or other factors beyond our control
Express shipping options may be available at checkout for faster delivery

Shipping costs are calculated at checkout based on:

Delivery destination
Product weight and dimensions
Selected shipping method

5.3 Order Tracking

All orders include tracking information
You will receive a shipping confirmation email with tracking details
Track your order through the carrier’s website using the provided tracking number
Please allow 24-48 hours for tracking information to update

5.4 International Orders and Customs

For International Orders:

Products may be subject to import duties, taxes, and customs fees
You (the customer) are responsible for all customs duties, import taxes, and fees
These charges are determined by your country’s customs authority
Customs fees are not included in your order total
We have no control over these charges and cannot predict their amount
Refusal to pay customs fees may result in your order being returned or abandoned
We cannot offer refunds for orders refused or abandoned due to customs fees

VAT for UK Orders:

UK VAT is included in displayed prices for UK customers
VAT is calculated automatically at checkout

5.5 Delivery Issues

Failed Delivery Attempts:

Carriers typically make 2-3 delivery attempts
If delivery fails, the package may be returned to our facility
You are responsible for any additional shipping costs to reship returned packages

Incorrect Address:

We are not responsible for orders shipped to incorrect addresses provided by you
Address corrections after shipping may incur additional fees
Contact us immediately if you realise you’ve provided an incorrect address

Lost or Stolen Packages: If tracking shows delivery but you did not receive your order:

Check with household members, neighbours, or building management
Contact the carrier for more information
Report the issue to us within 30 days of the estimated delivery date
We will investigate and, if appropriate, arrange a replacement

6. Returns, Refunds, and Exchanges

6.1 Return Policy Overview

Because all products are made-to-order specifically for you, we do not accept returns or refunds for:

Change of mind or buyer’s remorse
Incorrect size or colour selection by the customer
Dissatisfaction with how the product looks on you
Personal preference regarding design or style

We do accept returns and offer refunds or replacements for:

Manufacturing defects or misprints
Damaged items received
Incorrect items sent (wrong product, size, or colour)
Lost packages (when not delivered within 30 days of estimated delivery date)

6.2 Damaged, Defective, or Incorrect Items

If you receive a damaged, misprinted, or incorrect item:

Timeframe: You must report the issue within 30 days of receiving your order.

Required Information:

Your order number
Detailed description of the problem
Clear photographs showing:
- The issue with the product
- The product label (if applicable)
- The original packaging (if damaged in transit)

How to Report: Email us at [Your Support Email] with the required information.

Resolution: Once we verify the issue (which usually takes 1-2 business days):

We will send a free replacement product at no cost to you
If replacement is not possible or preferred, we will issue a full refund
You do not need to return the defective item unless specifically requested

Items We Cannot Replace:

Products with issues caused by low-resolution design files (if custom designs were used)
Normal wear and tear after use
Damage caused after delivery (washing issues, alterations, etc.)

6.3 Lost Packages

If tracking shows no movement for an extended period or your order has not arrived within 30 days of the estimated delivery date:

Procedure:

Contact us at [Your Support Email] with your order number
We will investigate with the carrier
If confirmed lost, we will send a replacement or issue a full refund

Timeframe: Claims must be submitted within 30 days of the estimated delivery date.

6.4 Wrong Size or Colour Ordered

If you accidentally order the wrong size or colour, we cannot offer refunds as the product was made specifically to your order specifications. However:

We encourage you to double-check your selections before checkout
Size guides are available on each product page
If you contact us immediately after ordering (within 2 hours), we may be able to cancel and reorder

6.5 Refund Processing

If you are entitled to a refund:

Refunds are processed to the original payment method
Processing time: 5-10 business days after approval
You will receive an email confirmation when the refund is issued
It may take additional time for the refund to appear in your account depending on your bank

6.6 Hygiene and Safety Items

Due to hygiene and safety regulations:

Face masks and similar items cannot be returned once opened
These items will not be reshipped even if reported as defective
We will offer a refund for genuinely defective hygiene items

7. Intellectual Property

7.1 Totem Proud Designs

All designs, logos, and content on Totem Proud are protected by copyright and intellectual property laws:

Flag representations are used respectfully to celebrate African heritage
Original design elements and layouts are owned by Totem Proud
You may not copy, reproduce, or sell Totem Proud designs without permission
Products are for personal use only, not for resale

7.2 Acceptable Use

You may not use our products to:

Infringe on any third party’s intellectual property rights
Create or sell counterfeit goods
Violate any laws or regulations
Promote hatred, discrimination, or violence

7.3 Flag Usage

All national flags are used with respect and in celebration of African heritage
Flag designs are in the public domain or used under fair use principles
We respect the cultural significance of national symbols

8. Privacy and Data Protection

8.1 Data Collection

We collect and process personal information necessary to fulfil your order. For complete details, please see our Privacy Policy.

8.2 Your Rights

Under GDPR and UK data protection laws, you have the right to:

Access your personal data
Correct inaccurate data
Request deletion of your data
Object to data processing
Data portability

9. Limitation of Liability

9.1 Extent of Liability

To the fullest extent permitted by law:

We are not liable for:

Indirect, incidental, or consequential damages
Lost profits or business opportunities
Damages exceeding the amount you paid for your order
Issues arising from incorrect information you provided
Delays caused by carriers, customs, or events beyond our control
Colour variations due to screen display settings

We are liable for:

Manufacturing defects we are responsible for
Products not meeting stated specifications
Issues directly caused by our negligence

9.2 Force Majeure

We are not liable for delays or failures in performance resulting from circumstances beyond our reasonable control, including:

Natural disasters
Pandemic or epidemic
War, terrorism, or civil unrest
Labour disputes or strikes
Carrier or supplier failures
Government actions or regulations
Internet or telecommunications failures

10. Prohibited Activities

You may not:

Use our website for any unlawful purpose
Attempt to gain unauthorised access to our systems
Interfere with the proper functioning of our website
Use automated systems (bots) to access our website without permission
Engage in any activity that could damage our reputation
Resell our products commercially without authorisation
Provide false or misleading information when ordering

Violation of these terms may result in:

Order cancellation
Account termination
Legal action if appropriate

11. Customer Accounts

11.1 Account Creation

You may create an account to track orders and save information
You are responsible for maintaining the confidentiality of your account credentials
You are responsible for all activities under your account
Notify us immediately of any unauthorised access

11.2 Account Termination

We reserve the right to suspend or terminate accounts that:

Violate these Terms and Conditions
Engage in fraudulent activity
Abuse our services or staff
Remain inactive for extended periods

12. Dispute Resolution

12.1 Complaints Procedure

If you have a complaint:

Contact us at [Your Support Email] with details
We will acknowledge receipt within 48 hours
We will investigate and respond within 7 business days
If unresolved, we will escalate to management

12.2 Governing Law

These Terms and Conditions are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

12.3 Alternative Dispute Resolution

If a dispute cannot be resolved through our complaints procedure, you may be eligible for Alternative Dispute Resolution through:

Online Dispute Resolution Platform: http://ec.europa.eu/consumers/odr/ (for EU customers)
UK Alternative Dispute Resolution: Relevant UK ADR schemes for consumer disputes

13. Severability

If any provision of these Terms and Conditions is found to be invalid or unenforceable:

That provision will be modified to the minimum extent necessary
The remaining provisions will remain in full force and effect

14. Entire Agreement

These Terms and Conditions, together with our Privacy Policy, constitute the entire agreement between you and Totem Proud regarding your use of our website and purchase of products.

15. Contact Information

For questions about these Terms and Conditions, please contact us:

Totem Proud
Email: [Your Contact Email]
Website: https://totemproud.com
Address: [Your Business Address]

Business Hours:
Monday – Friday: 9:00 AM – 5:00 PM GMT
Response Time: We aim to respond to all enquiries within 48 hours

16. Acknowledgement

By placing an order through Totem Proud, you acknowledge that:

You have read and understood these Terms and Conditions
You agree to be bound by these Terms and Conditions
You understand that products are made-to-order and standard return rights for change of mind do not apply
You are responsible for customs duties and import taxes for international orders
You accept the shipping timeframes and understand they are estimates

Thank you for choosing Totem Proud to celebrate your African heritage with pride.

These Terms and Conditions are effective as of 29 October 2025 and may be updated from time to time. Please check this page regularly for updates.

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