Refund policy

Return and Refund Policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it: unused, unwashed, free from damage, marks, odours, or signs of wear, and in its original packaging where possible. You’ll also need the receipt or proof of purchase.

Please take care when opening the product packaging. If the original packaging has been removed or damaged, we may still review the return, but the item must be in a new and resaleable condition.

To start a return, you can contact us at after-salessupport@tokeii.co.uk. Please include your order number and the reason for your return. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

For returns due to change of mind, wrong size, or no longer wanting the item, customers are responsible for the return shipping cost. We recommend using a tracked shipping service, as we cannot be responsible for returns lost in transit.

You can always contact us for any return question at after-salessupport@tokeii.co.uk.

DAMAGES AND ISSUES

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item. Please include your order number and photos of the issue, so that we can evaluate the issue and make it right.

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

EXCEPTIONS / NON-RETURNABLE ITEMS

We do not accept returns for gift cards or items marked as final sale. Please get in touch if you have questions or concerns about your specific item.

EXCHANGES

We do not currently offer direct exchanges. The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, place a separate order for the new item.

REFUNDS

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.

If approved, you’ll be automatically refunded on your original payment method within 5-10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Original shipping charges are non-refundable unless the return is due to a faulty, damaged, or incorrect item.

If more than 15 business days have passed since we’ve approved your return, please contact us at after-salessupport@tokeii.co.uk.