FAQs

Shipping & Delivery

  • Toko Yoko offers free shipping on all orders within the UK. Your order will be sent with DHL to your closest service point or home.

    International orders are shipped with DPD or DHL Express and are delivered to the address specified at checkout. 

    • Shipping to the UK: free shipping

    • Shipping to the rest of the world: GBP25

    We ship on a DDP basis within the UK which means that all relevant taxes and duties will be included in your final purchase price.

    For orders to the rest of the world, local taxes and duties may apply. Please contact your local custom institution for more information.

  • Once your item(s) have been shipped you will receive a confirmation email which will include a link to track your order through the carrier.

  • For security reasons, an adult signature is required upon delivery. If you will be unavailable to sign for your package, please contact us.

  • Our apologies, but as for now orders can not be shipped to P.O. boxes.

  • If you need to modify your shipping or delivery information after placing your order, please contact us as soon as possible.

    Shipping information, including delivery address, cannot be modified once the order has shipped.

    Please note that shipping and delivery information for orders purchased through PayPal may not be modified once the order has been submitted.

  • At this time we can only ship to one address per order. To ship to multiple addresses, please place a separate order for each location.

Exchanges & Returns

  • Attached to your delivery is a return form and a return shipping label. To make a return, please fill in the return form and pack your goods as they were received from Toko Yoko.

    Enclose the return form and put the return shipping label on the outside of the package.

    Submit the package at your closest service point. Please note that we charge for the return shipping when making a return. 

    We will contact you via email when we have processed your return. If you are missing your return shipping label or have questions regarding replacements and returns, please contact us.

    For international returns and exchanges, please contact us, and we will provide you with a return shipping label and the details.

  • Returns and exchanges may be made within 14 days from the date of delivery by returning your item by carrier to the address on the return shipping label.

  • Returns may be made within 14 days from the date of delivery by returning your item by carrier to the address on the return shipping label.

    Returned merchandise must meet the below requirements in order to be accepted for a refund:

    • All items must be in original condition with original tags attached.

    • Merchandise that has been worn, used, altered or damaged will not be accepted.

    • For lingerie products, the underwear protection, when provided, must also be intact.

    • Returns on items with a return tag attached will only be honored if the label has not been removed.

    • Made to order or personalized items are final sale and cannot be returned.

    • Please note that intimates, including swimwear, tights, socks and lingerie can only be returned in new condition. Items should be unworn, in their original packaging and with all labels attached.

    For more information, please refer to our terms and conditions.

  • When exchanging a garment, a new order needs to be placed. Follow the return instructions above to get the initial order refunded and then place a new order at www.tokoyoko.com. 

  • Merchandise returned by mail to the warehouse will be processed within 15 business days from receipt. You will receive an email confirmation when your return has been completed.

    Refunds will be credited back to the original form of payment. 

  • Please note that we charge for the return shipping when making a return. The following amount will be deducted from the refund total when making a return or exchange: Returns from the UK: GBP 20, and returns from the rest of the world: GBP 25. 

  • Once a made-to-order or personalised item has successfully been submitted, it cannot be canceled, modified, or returned for a refund. These items are final sale.

Orders & Payment

  • We accept the following payment methods:

    • Visa

    • Mastercard

    • AMEX

    • Discover

    • Apple Pay

    • Afterpay/Clearpay

    • Klarna

    • Automated Clearing House (US merchants only)

    • Discover (US merchants only)

    • Diner's Club

    • JCB

    • Paypal

    When placing an order, your billing address must match the information linked to your payment method. If your payment is declined, please contact your bank or financial institution for assistance.

  • At this time, we only accept one form of payment per order.

  • For most items (excluding Made to Order and personalised items), you will not be charged until your order is shipped. Once the order is placed, we will authorise payment for the full amount and prepare your order for shipping. The full amount will be charged once your order is shipped.

    Made to Order items and personalized items require full payment at the time the order is placed.

  • If you need to cancel or modify your order, please contact us as soon as possible. We will make every effort to accommodate your request, but cannot guarantee your order may be adjusted once it has been submitted.

    Processed orders may not be canceled or modified; you may return your item subject to Toko Yoko’s Online Return Policy.

    Once a Made to Order or personalised order has been placed, it cannot be canceled or modified.

    These items are considered final sale and cannot be returned.

  • If you have received an e-mail from us informing you that your order has been canceled, please place a new order online.