Refund policy
Overview
At TOKO, we want you to feel confident when placing your order.
This policy explains how to request a return, report a faulty or incorrect item, and contact us if you need to change or cancel an order.
This policy does not affect your statutory rights.
Cancelling or changing an order before dispatch
Please contact us as soon as possible if you need to change or cancel an order:
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 this policy.
Your right to cancel an online purchase
For eligible standard items purchased online, you have the right to tell us that you wish to cancel your order within 14 days of receiving your item.
You do not need to provide a reason for cancelling your order.
Once you have notified us, you must send the item back within a further 14 days.
You may also contact us before delivery if you wish to cancel an eligible order. If your order has already entered processing or has been dispatched, we may ask you to return the item after delivery.
To notify us that you wish to cancel an order, email:
Include your order number and the email address used to place the order.
You may also use the model cancellation form at the bottom of this policy, although you are not required to do so.
How to return an item
To request a return, email:
Include:
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your order number;
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the email address used to place the order;
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the item or items you wish to return.
You do not need to provide a reason for an ordinary change-of-mind return, although any feedback is appreciated.
Once we have received your return request, we will provide the correct return instructions and return address by email.
Please do not send returns to our correspondence address unless we have confirmed this in writing. Sending an item to an unconfirmed address may delay the processing of your return.
Unless your item is faulty, damaged on arrival, misprinted or incorrect, you will be responsible for arranging and paying for return postage.
We recommend using a tracked delivery service and retaining proof of postage until your refund has been completed.
Condition of returned items
You may inspect and try on an item as you would in a shop.
Please return the item with its original tags and packaging where possible.
Returned items should not be worn beyond a reasonable try-on and must not be washed, altered or damaged.
We may make an appropriate deduction from your refund if the value of an item has been reduced because it has been handled beyond what is reasonably necessary to inspect its fit, appearance and condition.
This may include items that have been:
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worn beyond a reasonable try-on;
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washed;
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stained or marked;
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altered;
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damaged after delivery;
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returned with strong odours, pet hair or clear signs of wear;
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affected by incorrect washing, care or misuse.
Return postage costs
Customers are responsible for return postage costs for ordinary returns, including:
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change-of-mind returns;
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sizing returns;
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items ordered in the wrong colour;
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items selected incorrectly at checkout.
If an item is faulty, damaged on arrival, misprinted or incorrect, contact us before sending anything back. We will review the issue and confirm the appropriate next step.
Where the issue is confirmed, we will provide a suitable resolution in accordance with your statutory rights. This may include a replacement, refund or support with reasonable return costs where appropriate.
Faulty, damaged, misprinted or incorrect items
Please inspect your order when it arrives.
Contact us as soon as possible if your item is faulty, damaged on arrival, misprinted or different from the item you ordered:
To help us review the issue efficiently, include:
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your order number;
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a clear photograph of the issue;
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a photograph of the full item;
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a photograph of the packaging and shipping label, where possible;
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a brief explanation of the problem.
Please do not return the item until we have confirmed the appropriate next step.
We will review the issue and provide a suitable resolution in accordance with your statutory rights.
Incorrect delivery details
Please check your delivery address carefully before completing your purchase.
Contact us immediately if you notice an error. We will always try to help, but we cannot guarantee that an address can be changed once an order has entered processing or has been dispatched.
If an order needs to be sent again because the customer provided an incorrect or incomplete delivery address, additional delivery costs may apply.
Personalised or customised items
Items that have been personalised, customised or made to your specific requirements may not be eligible for a change-of-mind return.
This does not apply where the item is faulty, damaged, misprinted or incorrect, and it does not affect your statutory rights.
Any relevant restriction will be explained clearly on the individual product page before purchase.
Exchanges
We do not currently offer direct exchanges.
The quickest way to order a different size, colour or item is to return the original item and place a separate order.
Refunds
We will notify you once your returned item has been received and inspected.
Where a refund is due, it will be issued to your original payment method.
For eligible change-of-mind returns, refunds will be processed within 14 days of the date on which we receive the returned item or evidence that it has been sent back, whichever is earlier.
Where required by law, we will also refund the cost of the standard delivery option originally paid if you cancel your entire order.
If you selected an upgraded, express or premium delivery service, any additional delivery cost above the standard option will not be refunded.
If you return only part of an order, the original delivery cost will not normally be refunded unless required by law.
Please allow additional time for your bank or payment provider to process the refund after it has been issued.
If you believe that your refund is overdue, contact:
Model cancellation form
You may use this form if you wish to cancel an eligible order, although you are not required to use it. You may also contact us by email.
To: TOKO Clothing
Email: support@tokoclothing.com
Correspondence address: 104 Gilling Court, Belsize Grove, London, NW3 4XD
I hereby give notice that I wish to cancel my contract for the sale of the following goods:
Order number:
Item or items:
Ordered on:
Received on:
Customer name:
Customer address:
Signature, if submitted on paper:
Date:
Contact
For any return, refund or cancellation questions, contact: