Thank you for choosing TokyoToys.com, every order means so much to us!
Our website does not send out "Order Confirmation emails". Your PayPal Receipt/Transaction Number is your "Order confirmation". Please include that when contacting us about web orders, email@example.com.
We recommend customers set up an account with us rather than using the "Guest Checkout". Guest is quick and easy, but having a full account allows you to log in and view your order history/shipping status as well as creating useful wishlist. Add products to your wishlist by clicking on the "Heart" icon to the right of the "Add to Cart" button. Making an account is quick so please give it a go :D
Please rest assured as long you have your Paypal Receipt/Transaction number everything is fine and we are working away to ensure you order is dispatched immediately! Thank you for being awesome!
Our policy lasts 31 days. If 31 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.
The right to cancel does not apply to the following kind of contracts:
- Contracts for the supply of goods that are made to the consumer’s specifications or are clearly personalised
- Contracts for the supply of goods are liable to deteriorate or expire rapidly.
- Contracts for the supply of sealed goods that are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.
- Contracts for the supply of goods which are, after delivery, according to their nature, inseparably mixed with other items.
- Contracts for the supply of sealed audio or sealed video recordings or sealed computer software that were unsealed after delivery.
- Contracts for the supply of a newspaper, periodical or magazine with the exception of subscription contracts for the supply of such publications.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted: (if applicable) Book with obvious signs of use CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
Any item not in its original condition is damaged or missing parts for reasons not due to our error. Any item that is returned more than 45 days after delivery
When do I get a refund once I have returned an item?
Please allow at least 10-15 working days from posting the product(s) back to us for the refund to reach your account. This may take longer depending on how long it takes your bank/building society to process the refund payment.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com and send your item to:
TokyoToys, 31 Corporation Street, Birmingham, B2 4LS, United Kingdom
Please, don't forget to write a note and place inside the package what you exactly need or what the problem was with your transaction and how may we help you.
To return your product, you should mail your product to: TokyoToys, 31 Corporation Street, Birmingham, B2 4LS, United Kingdom
--- Please, write on the original receipt (invoice) the reason for return and what you want from us - a full refund or exchange for another product of your choice. This information will help us to meet your expectations and to provide the best service possible.
--- We always advise you to contact us before sending the consignment, so we can discuss how we can be most useful and when to expect delivery from you. E-mail: firstname.lastname@example.org
--- You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you may vary. If you are shipping an item over 10 GBP you should consider using a trackable shipping service or purchasing shipping insurance.
International Custom Charges
Each country has its own VAT, TAX, and import charges. You may wish to check this information before buying from the UK. Rules may now have changed, as the UK is no longer part of the EU. TokyoToys UK LTD is in no way responsible for any additional charges you may incur be that of custom charges, additional courier or handling charges, or admin fees. These are your legal obligation to fulfill these charges as these reflect the country you live in not TokyoToys in the UK.YOUR PARCELS WILL BE MARKED AS SALE, NOT GIFT AS THIS IS OUR LEGAL OBLIGATION TO DO SO!
If you refuse to pay for these charges, your products may only be held by the courier service or customs department for up to three weeks (this may vary), thereafter they will be destroyed, as they are classed as “unclaimed”. If this occurs, TokyoToys cannot be held responsible and you will not be intituled for a refund as TokyoToys completed its’ contract of sale up to that point. You will be intituled to refund for the PRODUCTS ONLY (not any additional charges, original or return shipping costs) if you claim your products by paying for the charges and return the products to TokyoToys. Upon arrival to the company, then you will be issued your product cost refund at the price they were originally purchased for.
Any additional information, please email us at email@example.com