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 28 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 - UK Customers

  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.

Please note that our Collect + pre-paid services are subject to a fee of £2.99. 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

 

How to return an item - France & Germany, Italy & Spain

Please follow the process below for returning your parcel to us.

  1.  Fill out your returns form - be sure to include your order number.
  2.  Pack your item(s) securely in its original packaging with labels and tags still attached in a waterproof package. Ensure you have included a copy of the returns form.
  3.  Send it via post to the following local returns address and obtain proof of postage or certificate of posting.

France Returns
   M Burch – TOKYO LAUNDRY
   Maison Tajan
   Village Den Haut
   Gouaux de Larboust
   31110

Germany Returns
   Ezi Returns - TOKYO LAUNDRY
   Industriestraße 30
   21394 Kirchgellersen

Italy Returns
   Ezi Returns - TOKYO LAUNDRY
   Via Vanoni, 5
   20037 Paderno Dugnano
   Milano

Spain Returns
   IMX - TOKYO LAUNDRY
   Calle Diamante 19
   P.I. La Ermita
   29603 Marbella
   29603 Malaga


Returns must be made at your own cost and liability.

Returns - Other International Customers

For France, Germany, Italy and Spain customers, please see above for local returns addresses.

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.



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.
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 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 £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 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.

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 really sorry to hear you have received a faulty item. To help us get this fixed for you, please email us at customerservices@tokyolaundry.com and include the following information:

    - Your name
    - Order number
    - Product name and code
    - Picture of the fault
    - Description of the fault

(The product name and code can be found on your order confirmation email).

One of our customer service advisers will get back to you as quickly as possible.

I’ve received an incorrect item

We’re really sorry to hear you have received an incorrect item. To help us get this fixed for you, please email us at customerservices@tokyolaundry.com and include the following information:

    - Your name
    - Order number
    - Details of incorrect item

One of our customer service advisers will get back to you as quickly as possible.

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