Do you offer discount codes?
There are discount codes offered sometimes throughout the year. Signing up for our newsletter is an idea to be up to date on this!
Do I need to be a member to purchase at Tokigene?
To make purchases on Tokigene.com, you do not need to register; however, we suggest you create an account to access exclusive areas and services dedicated to our customers.
Why can’t I complete my order?
Please check that you have correctly entered the data for your selected method of payment. If you are paying with a credit card and the problem persists, we suggest contacting your Credit Card Issuer.
Need further assistance? Contact us and we will be happy to help you.
What does processing mean?
Order processing consists of checking payment, locating stock, quality checking, packaging, and many more steps to ensure that we give you something that you would love.
I want to cancel my order!
As long as your order is still processing, we can cancel your order, but please let us know ASAP! Do contact us at cs@Tokigene.com.
Can I make a special request for my order?
For any specific requests about the order, please contact us at “cs@Tokigene.com” immediately. Most requests can be accommodated as long as the order has not yet been shipped out and is still processing.
I’ve only received one part of my order!
Your order has most likely been divided into separate packages so that you could receive some of your items faster! If you see your shipping email, you will see what items have been sent out, and what haven’t been.
Items in my shopping cart are gone!!?!?
Until an order is concluded, items added to your Shopping Cart remain available on the website and can therefore be purchased by other customers. If this should happen before you complete your order, you will see a message that the items are no longer available. We apologize for the inconvenience, but it is a risk that comes with offering a selection of so many one-off pieces.
When will I receive a refund?
Once the refund is issued, you will receive an email notification from us. It can take up to a week for the amount to show up in your account.
I want to change my shipping address!
As long as your order is still processing, we can change your shipping address. Updating the address in your Tokigene account will not be reflected on your order, so please contact us!
If your order has shipped already, it is possible to redirect your shipment, but the shipping fee will be the customer’s responsibility. So please tell us as soon as possible, contact us at cs@Tokigene.com.
What kind of payment do you accept?
We accept Paypal, Mastercard, Visa, American Express, JCB, Alipay, Wechat Pay, and many more!
When will I be charged?
The full payment is taken at the point your order is successfully placed on the website. You will receive an order confirmation with the payment details, and also a separate email notification from either PayPal or Credit Card Issuer.
Is it safe to use a credit card online?
Tokigene works hard to ensure customers’ purchase is safe and secure. For customer protection, all orders go through a fraud-checking process.
In some cases, we may request additional information regarding credit card usage. You will receive an email if this is applicable to you. Please do respond to the email as this is another way to prevent fraudulent transactions and to enforce financial protection for you!
My discount code doesn’t work!
A discount code expires once it is used. If you get a message saying the code you entered is invalid, it could be due to various reasons including an unsuccessful payment. In this case, please contact us at cs@Tokigene.com so that we can re-issue a valid code for your use.
For certain promotions, the discount code would only work for specific items under a specific category. Please do read through the fine print for the promotion to understand how the code would work.
Why did you charge me twice even though I only placed one order?
We guarantee that your credit card will be charged only once for the amount of an order. It is possible that the amount may be shown twice on your statement: the first entry corresponds to the payment authorization request that is made when you place the order; the second confirms the actual charge.
For AMEX credit card users, please note that the AMEX credit card refund policy is different from others; it has several steps where the initial sales transaction is refunded and then the remaining amount is charged as for sales. (100 initial sales – 100 refunds + 80 remaining amount charge). We do not have the authority to charge any credit card without the customer’s consent.
Can I receive my refund on a different credit card from the one I used for the order?
For security reasons, we cannot refund a credit card that is different from the one used for the purchase.
If your card has expired or you have canceled your credit card, the options are:
– store credits of an equivalent amount; or
– refund to a PayPal account.
My payment keeps getting rejected!
Please contact cs@Tokigene.com so that we can help you solve this issue.
How many days will it take to ship after ordering?
Please allow up to 3~5 business days for order processing before shipment.
What countries do you ship to?
We ship to all countries as well as China and Russia!
For Russia and some selected countries, EMS International is our partner shipper.
Do you have shipping restrictions?
We do ship to most countries in the world we can reach. However, at this time we are unable to ship orders to P.O. boxes, APO, and FPO areas. We will be asking for alternative addresses for these orders.
How do I track the delivery of my order?
Once your order is processed and is shipped, an email notification will be sent to the email address saved with the order. This email contains the tracking number with which you can find out where the package is!
If you haven’t received a shipping confirmation email, that means your order hasn’t shipped yet.
For these email notifications to safely land in your inbox, please do ensure that our emails are registered in your email contacts so that they don’t end up in spam.
Can I ship to an alternative address?
If you have to leave your current place or moved to a new area, you can certainly change the delivery information without additional charge, provided that items have not yet been dispatched.
Please contact our CS team at cs@Tokigene.com to update your shipping address.
Why is my order delivered in multiple packages and when will my remaining items be delivered?
In order to avoid delay in delivery, we prefer to send available items first. Sometimes our production lines may need a bit more time to ensure quality. This is why you could get multiple packages for an order.
Please do know that we are trying our utmost best to fulfill each and every order to the full!
If an order is split into several packages, would I be paying to ship each time?
True, a single order may occasionally need to be sent in two or more shipments. Shipping charges, whether or not you have paid the flat fee of £15 or enjoyed free shipping, will apply once for the overall order itself, not to the number of packages it is split into. There are no additional shipping charges for the first, second, or subsequent shipments for the same order.
Even though the shipping was already taken care of, I STILL had to pay an extra fee to have it delivered!
We’re so sorry about that! We don’t have control over customs fees/duties, but any may be applicable, and clearing them is fully under the responsibility of the customer and not us. Please understand that this may be unavoidable for international orders.
I need my order tomorrow! Is there an expedited option?
Unfortunately, we do not offer next-day or two-day shipping.
All orders above USD 80 enjoy free shipping all over the world. Kindly note that shipping here refers to the shipping cost and not any other charges that may be incurred by customs.
How do I return an item?
Please submit a return request at https://tokigene.com/
Once your return request has been submitted, the return instructions will be sent to your email address.
More details on our return policy are available here.
I want to exchange my item for a different one!
We currently do NOT perform exchanges, and only accept returns.
To exchange an item, please return the undesired item and re-order the one wanted.
Do I have to pay for shipping for the return back?
Yes, customers wishing to return purchased merchandise bear the return shipping fees.
What are my refund options for a return?
There are two refund options:
- Gift voucher
- Refund to original source of payment (credit card or PayPal)
These two are for returns that arrive at our office within the window of 15 days of delivery to the customer.
When can I expect the refund for my return?
First of all, a return package has to arrive at Tokigene warehouse for the refund to happen.
What size should I buy?
Unsure of which size to buy?
Each product page at Tokigene has its flat measurements, for easy reference!
The absolute best way to get a feel of the size of an item is by looking at the flat measurements on the product page and comparing them with the flat measurements of your own clothing.
What are flat measurements?
Flat measurements are the measure of the clothing when is laid flat on a surface with all buttons, zippers, etc. fastened!
You don’t have my size!
All sizes are listed on the product page, and we do not take custom orders.
If a size is not listed on the product page, that means that it does not come in that size. Please refer to the flat measurements for exact sizing.