Returns

Returns

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

  • You return your item/s within 30 DAYS 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: 
    • Print your pre-paid Collect+ returns label here* (You will need your Order Number & Email address)
    • OR send it via post to: Tokyo Laundry, Returns Department, Unit 14, Park Seventeen, Whitefield, M45 8FJ

* Our pre-paid Collect+ returns labels are currently limited to UK customers, please see Returns FAQs if you are an international customer.  Please note that our Collect+ Returns are subject to a fee of £2.99. This is pre-paid for your convenience, so you can just print your label and drop your 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 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 - all you need is your order number & email address.  However please note this service is subject to a fee of £2.99 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.

I can’t use your Collect+ Returns label, 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 3-5 working days once it has been returned back to our warehouse - 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, depending on your bank.

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 approx 2 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 £2.99 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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