Refund policy
Returns & Refunds at a glance
A clear overview of eligibility, hygiene protection and what to do if you change your mind or something is not right.
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Eligible returns For an eligible UK change-of-mind return, notify us within 14 days after receipt. |
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Hygiene restrictions Hygiene-sealed jewellery must remain unopened and intact for a change-of-mind return. |
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Damaged item Contact us promptly with your order number, photographs and a short description. |
Your 3-step return flow
- Contact us first. Email contact@tokulondon.com with your order number, item and reason for return.
- Wait for guidance. We will confirm eligibility and any evidence or return method needed. Do not repair, discard or return the item before instructions.
- Pack securely. Include your order number, use a tracked service where appropriate and keep proof of postage.
Faulty, damaged, incorrect or misdescribed?
Your statutory rights remain unaffected. Requests for reasonable evidence do not remove any mandatory legal right.
Approved returns address
Please contact us before sending anything back.
Toku LONDON Returns
9 Surrey Cloisters
Kings Road, Farncombe
Godalming, Surrey
GU7 3HU
United Kingdom
Full Returns, Refunds & Hygiene-Sealed Jewellery Policy
Last updated: 18 July 2026
This policy applies to purchases made directly from tokulondon.com, operated by Girlevik Limited trading as Toku LONDON. Purchases made through a marketplace or social-commerce platform may also be subject to that platform's mandatory returns and refund rules. Where applicable law or a platform rule gives you greater rights, those rights will apply.
1. Changing Your Mind
If you are a consumer in the United Kingdom and your order is eligible for cancellation, you must tell us that you wish to cancel within 14 days after the day on which you receive the goods. You must then return the eligible goods within 14 days after notifying us. Customers in other countries may have different mandatory cancellation rights under local law.
To qualify for a change-of-mind return, the item must be unused, unworn, unaltered and returned with all relevant packaging, components and labels. Any hygiene seal must remain completely unopened and intact.
You are responsible for the cost of returning change-of-mind items to us. We do not provide prepaid return labels for change-of-mind returns. We strongly recommend using a tracked postal service and retaining proof of postage. The returned goods remain your responsibility until they are delivered to us.
2. Hygiene-Sealed Earrings and Body Jewellery
Pierced earrings and body jewellery may be supplied in tamper-evident, heat-sealed hygiene packaging which must be cut, torn or otherwise broken to open.
For health protection and hygiene reasons, change-of-mind returns and exchanges cannot be accepted once the sealed hygiene packaging has been opened, cut, torn, damaged or otherwise tampered with. Where more than one hygiene-sensitive item is contained in the same sealed package, opening that package affects all hygiene-sensitive items contained in it.
Please review the product description, measurements, colour, quantity and whether the item is sold singly or as a pair before ordering and before opening any hygiene-sealed packaging.
This hygiene exception applies only to change-of-mind returns. It does not affect your statutory rights where goods are faulty, damaged on arrival, incorrect or materially not as described.
3. Items That Cannot Be Returned for Change of Mind
Unless mandatory law requires otherwise, we cannot accept change-of-mind returns for:
- opened or tampered-with hygiene-sealed earrings or body jewellery;
- personalised, engraved, altered or custom-made items;
- items that have been worn, used, damaged, contaminated or altered after delivery;
- items returned without essential components or in a condition that prevents lawful resale.
4. How to Request a Return
Before sending anything back, email contact@tokulondon.com and include your order number, the item concerned, the reason for return and, where relevant, photographs or other evidence.
Eligible returns should be sent securely packaged to:
Toku LONDON Returns
9 Surrey Cloisters
Kings Road, Farncombe
Godalming, Surrey
GU7 3HU
United Kingdom
Please include your order number inside the parcel.
5. Faulty, Damaged, Incorrect or Misdescribed Goods
If you believe that an item is faulty, damaged on arrival, incorrect or materially not as described, contact us as soon as reasonably possible at contact@tokulondon.com. Providing information promptly helps us investigate, but does not remove any mandatory legal rights.
To assess a claim, we may reasonably request clear photographs, a short video, photographs of the packaging and shipping label, a description of when and how the issue occurred, and return of the item for inspection.
Please do not discard, repair, alter or return the item until we have provided instructions. In suitable low-value cases, we may offer a remedy without requiring a return.
If a valid product issue is confirmed, we will provide the remedy required by applicable law. Depending on the circumstances, this may be a repair, replacement, price reduction or refund.
6. Return Postage for Product-Issue Claims
Where applicable law requires us to bear the cost of returning confirmed faulty, damaged, incorrect or materially misdescribed goods, you must use the prepaid label or reasonable return method authorised by us.
Do not use an express, premium, insured or specialist courier service without our written approval. We are not responsible for unauthorised or unnecessarily expensive return services. Where reimbursement is legally required, reimbursement will be limited to the reasonable cost of the return method approved by us.
If inspection shows that the item is not faulty, or that the problem was caused after delivery by accidental damage, misuse or improper handling, return postage will not be reimbursed. We may require payment of reasonable postage before sending the item back to you, where permitted by law.
7. Damage That Is Not a Manufacturing Fault
Unless the evidence shows an underlying product fault, the following will not normally be treated as manufacturing defects:
- bending, twisting, pulling, forcing or over-tightening;
- incorrect fitting, insertion or removal;
- using pliers, tools or excessive pressure;
- alteration, attempted repair or modification;
- impact, crushing, accidental damage or loss of components after delivery;
- damage caused by chemicals, perfumes, cosmetics, cleaning products, moisture or failure to follow reasonable care instructions;
- ordinary wear and tear.
Minor differences caused by screen settings, lighting, photography or normal manufacturing tolerances are not faults where the item remains materially consistent with its description.
8. Refunds
Once an eligible return has been received and checked, we will notify you of the outcome. Approved refunds will be made to the original payment method.
For a valid UK cancellation, we will issue the refund within the period required by law. We may withhold the refund until we have received the returned goods or you provide evidence that they have been sent, whichever occurs first.
Where required by law, we will refund the cost of the least expensive standard outbound delivery option offered for the order. Additional amounts paid for express, premium or upgraded delivery are not refundable unless the delivery service itself was not provided as agreed or applicable law requires otherwise.
Where permitted by law, we may reduce a refund to reflect loss in value caused by handling beyond what would reasonably be allowed when examining goods in a physical shop.
After we issue a refund, your bank or payment provider may take additional time to display it. These processing times are outside our control.
9. Exchanges
We do not guarantee direct exchanges. Where an item is eligible for a change-of-mind return, the usual process is to return it for a refund and place a new order. Opened hygiene-sealed goods cannot be exchanged for preference, colour, size or suitability reasons.
10. International Returns
For eligible change-of-mind returns from outside the United Kingdom, the customer is responsible for return postage, secure packaging, tracking, customs documentation and any non-refundable duties, taxes, brokerage fees or other charges, unless mandatory local law requires otherwise.
International returns must be declared accurately as returned goods. We are not responsible for loss, delay, refusal, customs charges or other costs caused by an incorrect or incomplete customs declaration.
Import duties and taxes originally paid to a government authority or carrier may need to be reclaimed directly from that authority or carrier. We cannot guarantee that such charges will be refundable.
11. Orders Returned to Sender
If an order is returned because an incorrect or incomplete address was supplied, delivery was refused, customs charges were not paid, or the parcel was not collected, we may deduct any non-refundable shipping, return, customs or carrier charges from the amount refunded, to the extent permitted by law. Any reshipment will require payment of the new delivery cost.
12. Cancellations Before Dispatch
Contact us promptly if you wish to cancel or amend an order. We will try to help, but cannot guarantee cancellation once processing or dispatch has begun. If the order has already been dispatched, the applicable return rules will apply.
13. Marketplace and Platform Orders
Orders placed through TikTok Shop or another marketplace must be managed through that platform where required. Platform deadlines, labels, remedies and dispute procedures may override parts of this policy. This policy does not reduce rights provided by mandatory platform rules or applicable consumer law.
14. Your Legal Rights
Nothing in this policy excludes, restricts or replaces any consumer right that cannot lawfully be excluded or restricted in the country where you live. If any part of this policy conflicts with mandatory consumer law, the mandatory law will apply to that extent.
15. Contact and Business Information
Toku LONDON is a trading name of Girlevik Limited.
Girlevik Limited
Company number: 14963488
Registered in England and Wales
Registered office: 6 Hill View Studios, 160 Eltham Hill, London, SE9 5EA, United Kingdom
Email: contact@tokulondon.com