Return and Refund Policy

We have a 14-day return policy. This means that you have 14 days after receiving your item to notify us that you wish to return it.

Once you have notified us of your return, the item should be sent back within 14 days.

RETURN ELIGIBILITY

To be eligible for a return, your item must be in the same condition in which you received it: unused, unwashed and free from damage, marks, odours or signs of wear. It should also be returned in its original packaging where reasonably possible. You will need to provide a receipt or other proof of purchase.

You may inspect the item in the same way that you would in a physical shop. We may make a reasonable deduction from your refund if the item has been handled beyond what is necessary to establish its nature, characteristics and condition, resulting in a loss of value.

Please take reasonable care when opening the product packaging. If the original packaging has been removed or damaged, we may still review the return, provided that the item remains in a new and resaleable condition. This does not affect your statutory rights.

STARTING A RETURN

To request a return, please contact us at hello@tokeii.com. Include your order number and, where applicable, the reason for your return.

If your return is accepted, we will provide instructions explaining how and where to send your parcel. Items sent back without first requesting a return may not be accepted.

RETURN SHIPPING COSTS

For returns due to a change of mind, ordering the wrong size or no longer wanting the item, customers are responsible for arranging and paying the return shipping cost, including for international returns.

We recommend using a tracked shipping service, as we cannot be responsible for returned parcels lost in transit.

If the item is faulty, damaged, not as described or incorrect due to our error, we will cover the reasonable return shipping cost.

DAMAGES AND ISSUES

Please inspect your order when it arrives and contact us promptly if an item is defective, damaged or incorrect.

Email hello@tokeii.com with your order number, a description of the issue and clear photographs where applicable. We will assess the issue and work with you to provide an appropriate resolution.

If the issue was caused by our error, we will cover the reasonable return shipping cost and offer a refund or replacement where available.

EXCEPTIONS AND NON-RETURNABLE ITEMS

Certain items may be exempt from return where permitted by applicable law, including gift cards and personalised or custom-made products.

Please contact us if you have questions about whether a particular item is eligible for return.

Nothing in this policy limits or excludes your statutory rights, including your rights where an item is faulty, damaged or not as described.

EXCHANGES

We do not currently offer direct exchanges.

The fastest way to receive a different item is to return the original item in accordance with this policy and place a separate order once the return has been accepted.

REFUNDS

We will notify you after we receive and inspect your return and confirm whether the refund has been approved.

If approved, the refund will be issued to your original payment method. Where required by applicable law, we will issue the refund within 14 days of receiving the returned item or receiving evidence that it has been sent back.

Your bank, card provider or payment provider may require additional time to process and post the refund to your account.

Where a customer cancels and returns an entire eligible order within the applicable statutory cancellation period, the original standard delivery charge will be refunded where required by law. Any additional amount paid for an upgraded, expedited or express delivery service is non-refundable.

For partial returns, original shipping charges are generally non-refundable unless required by applicable law.

If more than 15 business days have passed since we confirmed that your refund was issued, please contact us at hello@tokeii.com.

CONTACT US

If you have any questions about a return or refund, please contact us at: hello@tokeii.com