FAQ
TOKO pieces are designed with intention and made to be worn beyond a single season.
From ordering and delivery to fit and garment care, you will find the answers to the most common questions below.
ORDERS & DELIVERY
Where is my order confirmation?
Where is my order confirmation?
You will receive an order confirmation by email shortly after completing your purchase.
If you cannot find it, check your spam or junk folder first. If it is still missing, contact support@tokoclothing.com with the name and email address used at checkout.
Can I change or cancel my order?
Can I change or cancel my order?
Please contact support@tokoclothing.com as soon as possible.
Include your order number and the email address used to place the order.
Orders move into preparation quickly. We will always try to help, but we cannot guarantee that an order can be changed or stopped once processing has begun.
If we are unable to stop an eligible standard item before dispatch, you may still request a return after delivery in accordance with our Return and Refund Policy.
This does not affect your statutory rights.
Can I change my delivery address?
Can I change my delivery address?
Contact us immediately at support@tokoclothing.com with your order number and the correct address.
We will always try to help, but changes cannot be guaranteed once your order has entered processing or has been dispatched. Please check your delivery details carefully before completing your purchase.
Additional delivery costs caused by incorrect information may need to be paid by the customer.
When will my order arrive?
When will my order arrive?
Some items require a short preparation period before dispatch. Most orders are prepared within approximately 1–6 working days.
Delivery time is additional and depends on your location and the shipping method available at checkout.
Once your order has been dispatched, you will receive a shipping-confirmation email with tracking details.
Delivery estimates are provided in good faith but may occasionally be affected by courier delays, customs processing, public holidays or circumstances outside our reasonable control.
How can I track my order?
How can I track my order?
You will receive a tracking link by email as soon as your order has been dispatched.
Tracking information may take a short time to update once your parcel enters the courier network.
My tracking has not updated. What should I do?
My tracking has not updated. What should I do?
Tracking details can occasionally take a little time to refresh after dispatch.
If there has been no update for several working days, contact support@tokoclothing.com with your order number and we will look into it for you.
My parcel is marked as delivered, but I cannot find it. What should I do?
My parcel is marked as delivered, but I cannot find it. What should I do?
Check around your property, ask anyone else at the address and contact the courier using your tracking details first.
If you still cannot locate your parcel, email support@tokoclothing.com with your order number and we will help you investigate the issue.
RETURNS & REFUNDS
Can I return an item?
Can I return an item?
Yes. We want you to feel confident ordering from TOKO.
Let us know within 14 days of receiving your order if you would like to return an eligible item. You will then have a further 14 days to send it back to us.
Items may be tried on to check the fit, but they must be returned unworn, unwashed, undamaged and in their original condition.
For full details, please read our Returns Policy.
How do I return an item?
How do I return an item?
Email support@tokoclothing.com with your order number and the item or items you wish to return.
Once we have received your return request, we will provide the correct return instructions and returns address by email.
Unless your item is faulty, damaged on arrival, misprinted or incorrect, you will be responsible for arranging and paying for return postage.
Can I exchange an item for a different size?
Can I exchange an item for a different size?
We do not currently offer direct exchanges.
The quickest option is to return your original item and place a new order for the size you need.
When will I receive my refund?
When will I receive my refund?
Once your returned item has been received and inspected, we will let you know when your refund has been processed. Where a refund is due, it will be issued to your original payment method. Please allow additional time for your bank or payment provider to process it.
For full details, please read our Return and Refund Policy.
What should I do if my item arrives damaged or faulty?
What should I do if my item arrives damaged or faulty?
We will make it right.
Email support@tokoclothing.com as soon as possible with your order number and clear photographs of the issue. We will review it and help you with the appropriate next step.
What should I do if I receive the wrong item?
What should I do if I receive the wrong item?
Email support@tokoclothing.com with your order number and a photograph of the item you received.
We will look into the issue and resolve it as quickly as possible.
PRODUCTS & CARE
How do I choose the right size?
How do I choose the right size?
Check the size guide on the individual product page before placing your order.
TOKO pieces may have different silhouettes, including regular, relaxed, oversized or boxy fits. For the most accurate comparison, measure a garment you already own and compare its measurements with the product size guide.
Should I size up or down?
Should I size up or down?
Check the fit description and size guide on the individual product page before ordering.
Some TOKO pieces are intentionally oversized, so your usual size may already provide a relaxed silhouette. As the fit varies between products, we do not recommend automatically sizing up or down across the entire collection.
What is the quality of TOKO clothing like?
What is the quality of TOKO clothing like?
TOKO pieces are selected with fabric weight, comfort, fit and finish in mind.
We focus on versatile clothing that feels good to wear, works effortlessly as part of your regular rotation and is designed to last when cared for properly.
How should I wash my TOKO clothing?
How should I wash my TOKO clothing?
To keep your TOKO pieces looking their best:
Wash inside out at 30°C on a gentle cycle. Wash with similar colours. Do not bleach or dry clean. Air dry where possible. If tumble drying, use a low setting. Iron at a low temperature and never iron directly over printed areas.
Always follow the care label inside your garment, as instructions may vary slightly between products.
Will the print fade after washing?
Will the print fade after washing?
Printed garments naturally soften over time with regular wear and washing.
Following the care instructions will help preserve the colour and finish for longer. Avoid high temperatures, harsh detergents and ironing directly over printed areas.
Why might washed garments vary slightly in appearance?
Why might washed garments vary slightly in appearance?
Some washed styles may have subtle variations in colour and finish.
These small differences are a natural part of the garment treatment and contribute to the individual character of each piece.