Cancel or Amend a Completed Order

It is possible to cancel or make changes to your order before we have dispatched it. For cancellations, please email us and we can cancel the order for you immediately. Your card is not charged until we dispatch the items, so there is no need to worry about refunding payments.

To change an item in your order or add additional items, please email us to let us know what changes you would like. Please note that in the case of adding additional items, you may be contacted by phone so that we can take your card details again if the new payment exceeds the original amount.

Returning Unwanted Items

If you have received your order, but no longer require items please contact us before you make any returns.

Items can only be returned if they are unopened, unused and in a re-saleable condition with all tamper resistant seals, packaging and any cellophane intact and unopened.

Items must be returned within 14 days of dispatch.

Please note that if you return any item due to a change of mind, you are liable for any return postage

Broken Items

While we are very careful when we pack up the boxes, delicate items can occasionally get damaged during transit. If this happens please contact us immediately. It is also very helpful to take a photo of the damaged box and item so that we can assess the situation clearly and make the correct claim with the delivery company. Our normal policy is to replace the item or offer a refund for anything that has been damaged, so please contact us as soon as you can.

Missing or Incorrect Items

If you find that an item is missing from your order, please carefully check the full contents of the packing box. Our packing staff occasionally wrap items up in packing paper, or use cardboard supports to keep the outer box secure. Some small items may be hidden in this packing, so please double check carefully to make sure.

If you are sure an item is definitely missing, please contact us as soon as possible so that we can arrange to resend the item or organise a refund.

If you have received an incorrect item from what was ordered please firstly check your delivery note to see if any items have been substituted due to lack of stock. This happens occasionally when the original item is out of stock and you have selected during the checkout process to have any out of stock items substituted for something similar. If you are sure the item is incorrect for no apparent reason, please let us know immediately and we can send out the correct item. We may ask you to return the incorrect item, but Tokimeki will cover any return postage cost.