Shipping policy
Shipping & Delivery at a glance
Clear processing times, delivery estimates and tracking guidance for UK and international orders. The exact option, charge and estimate for your destination are confirmed at checkout.
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United Kingdom Free standard delivery Estimated 2–4 business days |
International £9 below £75 Free from £75 |
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Processing Normally 1–3 working days |
Tracking Sent after dispatch when available |
International delivery
- Standard international destinations are normally estimated at 5–8 business days.
- Remote destinations are normally estimated at 3–17 business days.
- Import VAT, customs duty, handling charges or brokerage fees may apply unless checkout expressly states that they are included.
Tracking shows delivered but you cannot find the parcel?
Check safe places, neighbours, reception, collection points and any carrier photograph, then contact us with your order number.
Full Shipping Policy
Last updated: 18 July 2026
This policy applies to orders placed directly through tokulondon.com, operated by Girlevik Limited trading as Toku LONDON. Orders placed through TikTok Shop or another marketplace may also be subject to that platform's mandatory shipping, tracking and dispute rules.
1. Order Processing
Orders are normally prepared for dispatch 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. During unusually busy periods, promotions, adverse weather, carrier disruption or other events outside our reasonable control, preparation may take longer. We will contact you if a material delay affects your order.
Orders are dispatched from our United Kingdom fulfilment location in Godalming, Surrey.
2. Shipping Methods and Charges
United Kingdom
- Standard delivery is free.
- Estimated delivery time is 2–4 business days.
International delivery
- Standard international delivery is £9 for orders below £75.
- International delivery is free for orders of £75 or more.
- Standard international destinations are normally estimated at 5–8 business days.
- Remote destinations are normally estimated at 3–17 business days.
- The equivalent amount and final delivery charge are confirmed at checkout for the customer’s destination.
Available delivery methods, charges and delivery estimates are displayed at checkout before payment. The options shown may vary according to destination, order value, parcel size, carrier availability and platform requirements.
Please review the delivery address, shipping method and cost carefully before placing your order. We may change shipping services and prices for future orders without affecting orders already accepted.
3. Estimated Delivery Times
Delivery estimates above apply unless a different estimate is shown at checkout.
Delivery dates are estimates unless we expressly agree a guaranteed delivery date in writing. Where mandatory consumer law applies, we will deliver within the agreed period or any other period required by that law.
4. Dispatch Confirmation and Tracking
When available, a dispatch confirmation and tracking number will be sent to the email address or account connected to the order. Tracking information can take time to update after a parcel is handed to the carrier.
Not every service includes full end-to-end tracking. The level of tracking shown at checkout or in the dispatch confirmation will apply.
5. Delivery Address
You are responsible for providing a complete and accurate delivery name, address, postcode, apartment or unit number and any other information reasonably needed for delivery.
Contact us promptly at contact@tokulondon.com if an address needs to be corrected. We will try to help, but cannot guarantee that an address can be changed after processing or dispatch has begun.
We are not responsible for delay or non-delivery caused by incorrect, incomplete or outdated address information supplied by the customer. Where permitted by law, the customer may be responsible for redelivery or replacement shipping costs.
6. Delivery, Safe Places and Collection Points
A parcel may be delivered to the address, a person present at the address, an authorised safe place, a neighbour, a building reception, a parcel shop or a collection point where permitted by the carrier and the customer's instructions.
Please follow the carrier's instructions and collect parcels within the stated collection period. An uncollected parcel may be returned to us.
For consumer orders, responsibility for the goods passes as required by applicable law. Nothing in this policy transfers risk to a consumer earlier than mandatory law permits.
7. Delivery Marked as Delivered but Not Received
If tracking shows that a parcel has been delivered but you cannot locate it, please:
- check the delivery address on the order;
- check any safe place, reception, mailroom, neighbour or collection point;
- review any photograph or delivery note supplied by the carrier;
- contact us promptly so we can review the tracking and, where appropriate, raise an enquiry with the carrier.
We may ask for reasonable information or written confirmation of non-receipt. Any remedy will depend on the evidence, the carrier's investigation, applicable law and mandatory platform rules. A delivery scan alone will not remove any legal right that cannot lawfully be excluded.
8. Delayed or Lost Parcels
Delivery estimates can be affected by customs, weather, strikes, security checks, seasonal demand, local disruption and events outside our reasonable control.
A parcel is not necessarily considered lost merely because an estimated delivery date has passed. We may need to wait until the carrier's investigation or loss period has expired before treating it as lost, unless applicable law or a platform rule requires an earlier remedy.
If a parcel is confirmed lost, we will provide the remedy required by applicable law, which may include replacement or refund.
9. International Orders, Customs and Import Charges
International orders may be subject to import VAT, customs duty, handling charges, brokerage fees or other taxes imposed by the destination country or carrier.
Unless checkout expressly states that duties and taxes are included, the recipient is responsible for these charges. Toku LONDON does not control charges imposed by foreign customs authorities or carriers and cannot guarantee whether charges will apply.
The customer is responsible for complying with local import rules and providing information requested by customs or the carrier. Customs processing can delay delivery and is outside our direct control.
Refusing to pay import charges does not automatically cancel the order. If the parcel is returned, the Returned to Sender section below will apply, subject to mandatory consumer law.
10. Returned to Sender, Refused or Unclaimed Parcels
An order may be returned because the address was incorrect or incomplete, delivery was refused, the parcel was not collected, customs requirements were not completed, customs charges were not paid or the carrier could not complete delivery.
After the parcel is received back and checked, we will contact you where reasonably possible. If you request redelivery, a new delivery charge may apply.
Where permitted by law, a refund may be reduced by non-refundable outbound shipping, return shipping, customs, handling or carrier charges caused by an incorrect address, refusal, failure to collect or failure to complete customs requirements. This does not reduce any mandatory right arising from our own breach.
11. Split Shipments
We may send an order in more than one parcel where reasonably necessary. You will not be charged additional postage solely because we choose to split an order after it has been placed.
12. Damaged Parcels or Missing Items
If a parcel arrives visibly damaged, contains an incorrect item or appears to be missing an item, contact contact@tokulondon.com as soon as reasonably possible.
We may request photographs of the outer packaging, shipping label, internal packaging and contents, together with the order number and a description of the issue. Please keep the packaging and contents until we provide instructions. Prompt evidence helps us make a carrier claim but does not remove mandatory consumer rights.
13. Cancellation and Changes Before Dispatch
Contact us promptly if you wish to cancel or amend an order. We will try to assist, but cannot guarantee cancellation or amendment once processing or dispatch has begun.
If an order has already been dispatched, our Returns, Refunds & Hygiene-Sealed Jewellery Policy will apply.
14. Events Outside Our Reasonable Control
We are not responsible for delay caused by events outside our reasonable control, provided that we take reasonable steps required by law and inform you where a material delay becomes known. Such events may include severe weather, postal disruption, customs delays, transport interruption, industrial action, government action or major system failure.
This section does not remove a right to cancel, obtain a refund or receive another remedy where mandatory law provides that right.
15. Marketplace and Platform Orders
Orders placed through TikTok Shop or another marketplace may need to be managed within that platform. Platform delivery deadlines, tracking rules, labels, refunds and dispute procedures may override parts of this policy.
16. 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
Customer service: contact@tokulondon.com