Returns

Extended Christmas Returns

Order between 21st October 2016 and 23rd December 2016 and have until the 12th January 2017 to return any unsuitable items.
Any orders from 24th December 2016 onwards will be subject to our standard 14 day returns policy.

Returns

Item not suitable? No problem! We offer refunds or exchanges on all items subject to the below:

  • You return your item/s within 14 days of it being delivered.
  • It is in its original condition and is unworn and unwashed
  • Original tags and labels are still attached

 

How to return an item

  1. Fill out your returns form - be sure to include your order number.
  2. Pack your item(s) securely, ensuring you have included a copy of the returns form
  3. Choose your preferred returns method from the following options: 

NB. Our pre-paid returns are currently limited to UK customers, please see Returns FAQs if you are an international customer.

MyReturns is currently limited to Greater London, Manchester, Birmingham, Liverpool and Leeds, between 9am-5pm Monday - Friday.

Please note that our Hermes Returns and other pre-paid services are subject to a fee of £3.50. This is pre-paid for your convenience, so you can just print your label and send your parcel off. The fee will be deducted from your refund to cover the cost of this service.

Unfortunately we are currently unable to offer pre-paid labels for international customers

Returns FAQs

I have lost my returns form

You can print off a copy of our returns form here.

If you do not have access to a printer please include a note inside your parcel confirming:

  • Your invoice number
  • Your name
  • The reason for your return
  • Whether you require a refund or exchange
  • If you require an exchange, please confirm the item and size you require.
How do I use Hermes Returns?

Go to hermesparcelreturn.co.uk You can book in 2 ways - with the email address that you placed your order with, or with the barcode on your original delivery packaging. You will also need your delivery postcode. You can then choose whether you would like a courier to collect your parcel, or whether you would like to drop it off at your local Hermes Parcel shop.

You can find a full list of FAQs for Hermes Returns on their website here: hermesparcelreturn.co.uk/faq.html

How do Hermes collections work?

A courier will pick the parcel up straight from your door. You can choose your collection day, up to a week in advance. Hermes collect Monday - Saturday between 8am - 8pm. You cannot specify a timeslot, but you can leave your parcel in a safe place - such as a porch, as long as you specify this when you create your booking, so you don't even need to wait in for them.

Can I have my parcel collected from a different address?

Yes, you can choose your collection address when you book. It doesn't have to be the same as the one your parcel was sent to.

How do I use a Hermes Parcel Shop?

Create your return as explained above. You will get a pre-paid label to print off and stick to your parcel. Simply drop your parcel off when convenient, there's no need to pay anything at the shop. You will get a receipt with your return tracking on.

Find your nearest local Hermes Parcel Shop here: hermesparcelreturn.co.uk/find-a-parcel-shop.html

How does Collect+ work?

Collect+ is a flexible and convenient returns service available at over 5,250 local shops nationwide. You simply search for your nearest drop off point, hand the parcel over, the shop keeper will scan your label and provide you with a receipt with your tracking number on.

Our labels are pre-paid, so there's no need to worry about paying anything at your chosen drop off point. However please note this service is subject to a fee of £3.50 to cover the postage cost. For your convenience this will be deducted from your refund.

Find your nearest Collect+ drop off point & print your label here.

How do I return my order using Myreturns?

Our new service is a one hour collection service available in London London, Manchester, Birmingham, Liverpool and Leeds (with other cities to follow), your return will be collected within one hour* of confirming your request and it costs just £3.50! For your convenience we will deduct this fee from your refund.

Book your return at www.my-returns.co.uk/tokyo- laundry - you will then be given a label to print out and stick on your parcel. Myreturns will aim to collect within 60 minutes.

This service is available Monday to Friday 9am – 5pm. 

You can track your return with the tracking number on your return confirmation email.

*Cannot be guaranteed.

I can’t use any of your pre-paid options, how do I return my item(s)?

You can send it via Royal Mail, or any other courier of your choosing to:

Tokyo Laundry, Returns Department, Unit 14, Park Seventeen, Whitefield, M45 8FJ

We recommend using a tracked service as parcels are your responsibility until they reach us and we cannot accept responsibility for parcels that get lost on the way to us. For this reason you should also keep your proof of postage safe.

Please note we cannot provide pre-paid labels for Royal Mail.

I'm an international customer - How do I return my items?

Unfortunately we are currently unable to provide pre-paid labels for international customers. Please return via post to:

Tokyo Laundry, Returns Department, Unit 14, Park Seventeen, Whitefield, M45 8FJ United Kingdom

We recommend using a tracked service as parcels are your responsibility until they reach us and we cannot accept responsibility for parcels that get lost on the way to us. For this reason you should also keep your proof of postage safe.

We do allow extra time to receive returns from international customer, to allow for longer postal times.

How long will it take to get my refund?

We aim to process all returns within 10 working days - you will receive an email confirming when your refund is processed. Please note refunds onto debit or credit card typically take between 3-5 working days to show in your account after we refund you, but depending on your bank this can be up to 10 working days.

Can I exchange an item?

We recommend, if possible, returning your original item for a refund, and placing a new order for your replacement item. This will ensure your item gets to you as soon as possible and you can be certain it is still available.

We are also happy to offer exchanges, but please note the following:

  • We can only offer exchanges for the same item in a different size/colour.
  • Exchanges are subject to the item being in stock when the return is processed.
  • It can take 2-3 weeks to receive an exchange item due to the extra postage time and returns processing period.
I’ve received a faulty item

We’re sorry if you received a faulty item. All returns for faulty items are free of charge. Please follow the same returns procedure as above, and clearly mark your item as faulty on your returns form, and if possible a description of the fault. 

Please note that you will be refunded a maximum of £3.50 for postage if you do not use the pre-paid Collect+ return postage label but this may not apply to international customers.

I’ve received an incorrect item

Please email customerservices@tokyolaundry.com with your name, order number and details of the incorrect item and they will get back to you as soon as possible.

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