FAQs
Are earrings sold singly or as a pair?
This varies by product. Please check the product description carefully before ordering. The listing will state whether the product is sold as a single item, a pair or a set.
How do I choose the correct size?
Please review all measurements shown in the product description before ordering, including diameter, length, thickness and bar size where applicable.
Jewellery fit varies between individuals. We cannot guarantee that a particular size will suit every person or piercing.
Are product photographs shown at actual size?
Product images may be enlarged to show detail. Always use the written measurements in the product description when choosing a size.
Colours may also appear slightly different depending on lighting, photography, screen settings and the device used.
What materials do you use?
Materials vary between products and are stated in each product description.
Please check the listed material before ordering, particularly if you have known sensitivities or allergies.
We do not provide medical or professional allergy advice.
How is pierced jewellery packaged?
Pierced earrings and body jewellery may be supplied in tamper-evident, heat-sealed hygiene packaging.
Please check the product details, size, colour and quantity before opening the packaging.
For hygiene reasons, opened hygiene-sealed jewellery cannot normally be returned because of a change of mind, incorrect size, colour preference or suitability.
This does not affect your statutory rights if an item is faulty, damaged on arrival, incorrect or materially not as described.
How long does order preparation take?
Orders are normally prepared within 1–3 working days.
Working days are Monday to Friday and exclude Saturdays, Sundays and public holidays in England.
Processing time is separate from delivery time.
How long does delivery take?
Estimated delivery times after dispatch are normally:
United Kingdom: approximately 2–5 working days.
International destinations: generally 1–3 weeks.
Delivery times are estimates and may be affected by customs, local carriers, weather or other circumstances outside our reasonable control.
Do you ship internationally?
Yes. Available countries and delivery options will be shown at checkout.
International orders may be subject to import VAT, customs duty, carrier handling fees or other local charges.
Unless checkout expressly states that these charges are included, they are the responsibility of the recipient.
Will I receive tracking information?
Where tracking is available, it will be sent to the email address or customer account connected to the order.
Tracking information may take some time to update after dispatch.
Not every delivery service provides full end-to-end tracking.
Can I change or cancel my order?
Contact us as soon as possible at:
We will try to help, but changes or cancellations cannot be guaranteed once order processing or dispatch has begun.
Can I return an item because I changed my mind?
Eligible, unused and unopened items may be returned in accordance with our Returns, Refunds and Hygiene-Sealed Jewellery Policy.
Customers are responsible for change-of-mind return postage.
Opened or damaged hygiene-sealed jewellery cannot normally be returned because of preference, size, colour or suitability.
What should I do if an item is faulty, damaged or incorrect?
Contact us at contact@tokulondon.com and include:
- your order number;
- a description of the issue;
- clear photographs of the item;
- photographs of the packaging and shipping label where relevant;
- a short video if the problem involves a fastening or moving part.
Please keep the item and packaging and wait for our instructions before returning, repairing or disposing of anything.
Is damage caused during use covered?
Damage caused after delivery by bending, twisting, pulling, forcing, over-tightening, incorrect fitting or removal, use of tools, accidental damage, chemicals, cosmetics or attempted repair is not normally considered a manufacturing fault.
We may request evidence or return of the product for inspection.
My parcel is marked as delivered but I cannot find it. What should I do?
Please check:
- the delivery address;
- safe places;
- neighbours;
- building reception or mailroom;
- parcel shops or collection points;
- any photograph or delivery note provided by the carrier.
Then contact contact@tokulondon.com with your order number so we can review the available delivery information.
Where should returns be sent?
Please contact us before returning anything.
Approved returns should be sent to:
Toku LONDON Returns
9 Surrey Cloisters
Kings Road, Farncombe
Godalming, Surrey
GU7 3HU
United Kingdom
Please include your order number inside the parcel.
How can I contact Toku LONDON?
Email:
We aim to respond as soon as reasonably possible during normal working days.