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.
30-Day Return Window
You may request a return within 30 days of receiving your item, for any reason, including a simple change of mind.
How to Return an Item
To request a return, email: support@tokoclothing.com
Include your order number, the email address used to place the order, and 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 any address unless we have confirmed it in writing, as this may delay the processing of your return.
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.
Return Postage and Shipping Costs
Customers are responsible for return postage on ordinary change-of-mind returns.
If your item is faulty, damaged on arrival, misprinted or incorrect, we will cover the cost of return postage.
We recommend using a tracked delivery service and retaining proof of postage until your refund has been completed.
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: support@tokoclothing.com
To help us review the issue efficiently, include your order number, a clear photograph of the issue, a photograph of the full item, a photograph of the packaging and shipping label where possible, and 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 applicable state and federal warranty law.
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. 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. 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.
If you believe that your refund is overdue, contact: support@tokoclothing.com
Contact
For any return, refund or cancellation questions, contact: support@tokoclothing.com