Returns and Refunds Policy – Tokki Handmade

At Tokki Handmade, we take pride in crafting high-quality, made-to-order products just for you. While most of our customers are happy with their purchases, we understand that things can occasionally go wrong. If that happens, we’re here to make it right.

✅ Return & Exchange Eligibility

We accept return or exchange requests within 15 days of delivery, provided your issue falls under one of the following categories:

  • The item arrived damaged, defective, or broken

  • You received a product that is significantly different from what was advertised (wrong design, color, or size)

  • Incorrect item or variation sent (e.g., you ordered a hoodie but received a T-shirt)

  • Your order was incomplete (missing items)

  • The parcel was lost in transit and never arrived

  • There was a technical error during order fulfillment (e.g., misprint or duplicated product)

🚫 Return Requests Not Accepted For

Since all our items are made specifically for each customer, we do not accept returns or refunds in the following situations:

  • Change of mind or buyer’s remorse

  • Ordered the wrong size, color, or design

  • Provided an incorrect shipping address

  • Items that have been worn, washed, or altered

  • Return requested without prior approval

📬 How to Submit a Return or Refund Request

If your case meets the eligibility criteria, email us at [email protected] with the following details:

  1. Your order number

  2. Clear photos or a video showing the problem

  3. A picture of the shipping label

🔍 Make sure your images are sharp, taken on a clean, flat surface, and clearly highlight the issue. If the concern involves size or placement, include a measuring tape or ruler for accuracy.

💡 Resolution Options

Once your claim is reviewed and approved, we will:

  • Ship a replacement item at no extra charge, OR

  • Issue a full or partial refund depending on the issue

We typically do not ask for the product to be returned unless specifically instructed.

📦 Return Shipping Instructions (If Required)

In cases where a return is needed, you’ll be given clear return instructions. Items must be:

  • Shipped to:
     Tokki Handmade Returns Department
     124 N Mills Ave, Claremont, CA 91711, United Stated.

  • Returned in:
     Original condition (unworn, unwashed, with tags)
     Original packaging

🚚 Return shipping is the customer’s responsibility unless the error was ours.

⚠️ Unauthorized returns or packages sent back without approval will not be processed or refunded.

💰 Refund Eligibility & Conditions

You are eligible for a refund in the following scenarios:

  • You received a defective, damaged, or incorrect item

  • Items were missing or undelivered after 30 business days

  • You canceled the order before production began

  • A confirmed issue occurred during production or shipping

Refunds will be processed to the original payment method within 7–10 business days after approval. Processing time may vary depending on your payment provider.

❌ Refunds Are Not Issued When

  • The product was made correctly as ordered

  • The item has been used or washed

  • Return was not pre-approved

  • The order was placed with a promo code or discount

  • The issue was reported after 60 business days from the order date

  • Order details (like size, design, or address) were entered incorrectly by the customer

🔁 Helpful Tips Before Ordering

To avoid any order issues, please:

  • Double-check your personalization details (e.g., names, sizes, colors)

  • Verify your shipping address before completing checkout

  • Read product descriptions and size charts carefully

📞 Need Assistance?

Our friendly support team is always here to help. Reach out anytime at:
📧 [email protected]

Thank you for shopping with Tokki Handmade. We appreciate your trust and look forward to creating something special for you.