FAQs

Placing an order

Do I need to create an account?

No, you can check out as a guest. If you like there's an option to add a password, which will allow you to save details such as your address and checkout quicker in the future, as well as check the status of your order.

How can I pay?

You can use any major credit or debit card, or Paypal. Click here for more information on payments.

I'm having problem checking out?

This may be an issue with your internet browser. To solve the problem please go to your browser settings and clear your cookies and your cache. If the problem persists please contact us.

Do you have any high street stores?

No. We are solely an internet retailer.

Delivery

Do you offer free delivery?

Yes, we offer free UK standard delivery for orders over £30. We also offer free UK next day delivery if you spend over £40.

What countries do you deliver to?

We deliver to the UK, Europe and the major countries worldwide. We currently do not deliver to Russia, Pakistan or Indonesia.

How much is delivery?

Standard UK delivery is £2.99, or free when you spend over £30. UK next day delivery is £3.99 or free when you spend £40. For international delivery please check our delivery page for more information.

How long does delivery take?

Standard delivery takes 3-5 working days. Next day delivery will arrive the day after you place your order, if you order before 7pm, Monday-Friday. Our couriers do deliver on Saturdays. At present we do not offer Sunday delivery. Next day orders placed after 7pm on Friday will be received the following Tuesday. Please note we don't deliver or despatch on bank holidays, so these will add an additional day to delivery timescales.

Has my order been sent yet?

We aim to despatch all order recived before 7pm on the same day, Monday to Friday. We will email you to confirm as soon as your order has been dispatched and you should then receive your order within the timescales detailed on our Delivery information page. If you created an account you can also check the status in your account section.

How can I track my order / delivery?

You should receive a tracking number in your despatch email. You can use this to track your parcel through the courier's website. Please note if you are an international customer and select Standard Untracked Delivery you will not be able to track your parcel in transit.

Do I have to sign for my parcel when it arrives?

This depends on the method of delivery that you have chosen. If you have chosen UK Next Day Delivery or an International Signed Services then you will have to sign for the parcel. Please see our Delivery information for further details.

What if I am not at home to sign for the item?

The courier will leave a card confirming how to proceed and will either attempt to deliver the item again or, alternatively, they may ask that you to collect the item from your local depot.

What if my parcel doesn't arrive?

Please email customerservices@tokyolaundry.com or use our contact form. Please remember to include your order number in any correspondence so we can help you as quickly as possible.

What can I do if something is wrong with my order?

Please email us at customerservices@tokyolaundry.com. Please ensure that you confirm your full name, order number and state what is wrong with your item. Our customer services teams will then respond and deal with the matter promptly.

Returns and Exchanges:

What is your return policy?

You can send an item back within 14 days of you receiving the item, as long as the item is unworn and in resaleable condition. You can read our full return policy here

How do I return an item?

You can return yuor order via Collect+, a convenient drop off service, or MyReturns, a collection service. You can find full instructions on how to return item(s) on our Returns page.

How do I exchange an item?

You can request an exchange for the same item in a different size or colour. However we recommend that you return the item for a refund, and place a new order for the replacement, as this means you get your new item much quicker, and it won't go out of stock. More information on exchanges can be found on our  Returns page.

How long will it take to receive a refund if I return an item?

We aim to process all returns within 10 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 on your account after we refund you, depending on your bank.

Have you received my returned goods?

We will email you to confirm when your return has been processed. Unfortunately we cannot confirm receipt of indivdual parcels, and recommend you check your return tracking to confirm it has been received. In the unlikely event that you do not receive this email within 10 days of your parcel being confirmed as delivered to us, please e-mail our customer services team atcustomerservices@tokyolaundry.com and we will get back to you as soon as possible.

Discounts Codes and Promotions:

Where do I enter my discount code?

Add your items to your basket. You can enter your discount code on the shopping bag page, so you will be able to see your discount before checking out. Upon entering the code your balance will change automatically according to the code you enter.

How do I get a discount code?

The easiset way is to sign up for our newsletter. You can do this here, or with any of the links at the top of the site. This will give you 20% off your next order. You'll also be the first to get any discount codes straight to your inbox. You can also follow us on Facebook and Twitter for exclusive discount codes. Discount codes may also be advertised on site.

Do you offer student discount?

Yes, we offer student discount through Unidays. Students get an exclusive 20% off full price items all year round. Student discount is not valid on sale unless otherwise advertised. We may increase student discount for special promotions, so keep a look out. Get your student discount here.

Is there a time limit for the code to be used?

Yes, each discount code is only valid for a certain amount of time. This will be specified each time a code is issued.

Can I redeem discount codes against sale items?

No. – Unfortunately only one promotional offer can be used per order and products sold in our Sale, Special Offer, Clearance or Multi Buy offer constitute promotional offers. On occasion we may release discount codes for sale items - these will be clearly marked as such. The best way to be informed of these discount codes is via our newsletter which you can sign up for here.

Payments:

What methods of payments do you accept?

We accept all major credit and debit cards. We also accept payments through Paypal.

What currencies do you accept?

We accept pounds Pounds Sterling only.

When will my credit or debit card be charged?

We will only take payment from credit or debit cards once your order has been dispatched.

What is Secure code used for?

Secure code is a security feature, which enables payments using certain credit and debit cards to be authenticated by the card holder with the issuer at the time of the transaction.

Is my payment information safe?

Tokyo Laundry completely understands the importance of security and we view the safety of our customer’s information as a paramount concern. We have therefore incorporated software to ensure that any potential sensitive information including your credit card details is encrypted.

Furthermore we do not pass any cardholder’s information unencrypted so you can rest assured that no information passed to the Sage Pay servers can be accessed, used or altered by any third parties. Once your information is on the Sage Pay systems, it is encrypted again, to an internationally recognised standard, and it is almost impossible to extract.

Tokyo Laundry Newsletter:

Why Should I sign up to the Tokyo Laundry Newsletter?

By signing up to the Tokyo Laundry Newsletter you will get exclusive offers including discounts on your orders! You will also be amongst the first to know about our new products and ranges.

How do I sign up for the Tokyo Laundry Newsletter?

You can sign up for our Newsletter straight from our homepage or by clicking here. There is no need to buy anything. 

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