1. Order Processing
Orders are typically processed within 1–3 business days after payment confirmation, excluding weekends and public holidays.
During product launches, promotional periods, peak seasons, or high order volumes, processing times may take slightly longer.
2. UK Shipping Only
Tokogi currently ships orders within the United Kingdom only.
We do not currently offer international shipping. If this changes in the future, our shipping information will be updated on this page.
3. Delivery Partners
Tokogi ships orders using trusted UK delivery partners, including Royal Mail and other reliable courier services where required.
The available delivery method will be shown at checkout based on your address, basket, and shipping availability.
4. Estimated UK Delivery Times
- United Kingdom: usually 2–5 business days after dispatch.
Delivery estimates are provided as guidance only and are not guaranteed delivery dates.
5. Royal Mail Delivery
For UK orders, we may use Royal Mail tracked services where available. These services may include tracking updates, delivery confirmation, and delivery progress depending on the service selected.
Royal Mail delivery aims may vary by postcode, service availability, operational delays, and seasonal demand.
6. Tracking & Notifications
- Tracking information will be sent by email where available.
- You may also be able to view tracking details from your Tokogi account dashboard.
- Tracking updates may take up to 24–72 hours to appear after dispatch.
- Orders containing multiple items may be shipped separately and may receive more than one tracking number.
7. Delivery Attempts & Missed Deliveries
If Royal Mail or another courier cannot deliver your parcel, they may attempt redelivery, leave delivery instructions, hold the item for collection, or return it to the sender depending on the service and circumstances.
Please follow the courier’s instructions promptly to avoid delays, failed delivery, or return-to-sender issues.
8. Address Accuracy
Customers are responsible for providing complete and accurate delivery information at checkout, including house number, street name, postcode, flat number, building access details, and phone number where required.
If an address is incorrect or incomplete, delivery may be delayed, unsuccessful, or returned to us. Additional shipping fees may apply for re-dispatch.
Once an order has been processed or dispatched, we cannot guarantee that address changes can be made.
9. Safe Place, Concierge & Delivery Instructions
If your delivery address uses a concierge, reception desk, parcel room, safe place, access code, or building entry system, please provide clear instructions during checkout.
If a parcel is marked as delivered by the courier to the address, reception, concierge, nominated safe place, or delivery point, Tokogi may treat the order as delivered unless the courier confirms otherwise.
10. Delivery Delays
We always aim to dispatch orders promptly, but delays may occur due to:
- Courier network delays
- Royal Mail service disruption
- Incorrect or incomplete address details
- Public holidays or peak seasonal demand
- Weather conditions, strikes, or events outside our control
Tokogi is not responsible for delays outside our reasonable control, but we will always assist where possible.
11. Lost Parcels
If tracking shows no movement for an extended period, or if the courier confirms that the parcel has been lost, please contact us so we can investigate.
Where appropriate, Tokogi may offer a replacement or refund in line with our Refund & Returns Policy.
12. Damaged Parcels
If your parcel arrives damaged, please keep the item, packaging, and delivery materials, and contact us as soon as possible with clear photographs.
This helps us investigate the issue with the courier and resolve the matter quickly.
13. Returned Shipments
If an order is returned to Tokogi because of failed delivery attempts, refusal of delivery, incorrect address details, or failure to collect from the courier, we may contact you to arrange re-dispatch.
Additional shipping costs may apply before an order is sent again.
14. Returns & Refunds
Returns and refunds are handled in accordance with our Refund & Returns Policy.
Please review our Refund & Returns Policy carefully before placing an order.
15. Need Help?
If you need help with shipping, tracking, delivery updates, or a missing parcel, please contact us:
- Email: support@tokogi.com
- Business: Tokogi Ltd
- Location: London, United Kingdom
Final Note
Thank you for choosing Tokogi. We are committed to delivering every order with care, clarity, and reliability.
Your order matters to us from checkout to delivery.