Refunds & Returns

Order cancellation
You can cancel your order 24 hours after it has been purchased.If the order is cancelled you will get full refund. We cannot cancel the order if the product is already shipped out.

Returns

We will offer a refund/free replacement if the items we send you are incorrect or damaged.

If you have a product to return or exchange, please contact our customer service first via email within 30 days of receiving the product. Contact us at customer@tokyokoi.com

1.Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

2.To be eligible for a return, your item must be unused and in the same condition that you received it.

3.Tokyokoi  is not responsible for lost/missing/stolen packages once they are marked as delivered by the shipping carrier, and orders will not be re-sent or refunded.

4.Please note we cannot provide any returns or exchanges for accidental damage caused during laundering or dry-cleaning, such as stains, burns, shrinkage, discoloration, wrinkling, tears, rips, bleaching, iron damage, heat damage, seam or button hardware damage.

5.Please note orders that are returned back to us due to the wrong shipping address being entered for the order, attempted deliveries, or for deliveries not re-scheduled by the customer within 30 days of the first delivery attempt, any shipping charges will not be refunded. We cannot accept responsibility for packages not received due the wrong shipping address being entered for the order.

6.If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.

To file the claim please contact us and mention your order number, including an explanation of the issue.You must email us a picture showing the problem/defect.

Kind reminder
Returns cannot be processed without prior return authorization through our Returns Portal or by email at servicemelody@hotmail.com. Returns shipped to us without prior authorization are not eligible for refund, exchange or store credit, not eligible for dispute or charge back, and may not be shipped back to the customer except in special circumstances at the customer's expense.

Return address：Room A112, 1st Floor, Lijia Industrial Building, 8 Wu Fong Street, San Po Kong, Kowloon

Refunds (if applicable)