Refund policy

Refund & Return Policy

We have a 30-day return policy, which means you have 30 days from the date you receive your order to request a return.

To be eligible for a return, your item must be in the same condition in which you received it: unworn, undamaged, and in its original presentation box with all included materials. You will also need the receipt or proof of purchase.

To request a return, please contact us at hello@toki-atelier.com. If your return is accepted, we will provide you with the return address in Japan and instructions on how to send your package.

Customers are responsible for return shipping costs unless the item is defective, damaged, or incorrect. We recommend using a trackable shipping service, as we cannot be responsible for returned items lost in transit.

Items sent back to us without first requesting a return will not be accepted.

If you have any questions about a return, please contact us at hello@toki-atelier.com.

Damages and Issues

Please inspect your order upon arrival and contact us as soon as possible if your item is defective or damaged, or if you receive the wrong item. We will evaluate the issue and work with you to make it right.

If an item arrives defective, damaged, or incorrect, we will cover the return shipping costs and arrange an appropriate replacement or refund.

Exceptions / Non-Returnable Items

For hygiene reasons, pierced earrings cannot be returned or exchanged once worn, unless they are defective or damaged upon arrival.

Custom-made or personalized items cannot be returned unless they are defective or damaged upon arrival.

We also cannot accept returns on sale items or gift cards.

Please contact us if you have any questions about whether your item is eligible for return.

Nothing in this policy limits any rights you may have under applicable consumer protection laws.

Exchanges

We do not offer direct exchanges. If you would like a different item, please request a return for the item you received. Once your return has been accepted, you may place a separate order for the new item.

European Union — 14-Day Right of Withdrawal

If your order is delivered to a country in the European Union, you may have the legal right to withdraw from your purchase within 14 days of receiving your order, without providing a reason, subject to applicable exceptions.

To exercise this right, please contact us at hello@toki-atelier.com within the applicable withdrawal period.

You are responsible for the direct cost of returning the goods unless otherwise required by applicable law. Items should be returned in their original condition and packaging. You may handle the item only to the extent reasonably necessary to establish its nature, characteristics, and functionality.

Certain exceptions may apply, including to goods made to your specifications or clearly personalized, as provided by applicable law.

Your statutory rights under applicable EU consumer protection laws are not affected by this policy.

Refunds

We will notify you once we have received and inspected your return and let you know whether your refund has been approved.

If approved, the refund will be issued to your original payment method. Please allow up to 10 business days for the refund to be processed after approval. Your bank or credit card provider may require additional time to process and post the refund to your account.

If more than 15 business days have passed since we approved your refund and you have not received it, please contact us at hello@toki-atelier.com.