Frequently Asked Questions

Please read our FAQ before sending us a message.

How much do you charge for delivery?

Toku Toy Store has a wide range of delivery options to choose from. Once you have added the items you are interested in to your basket, simply go through the checkout to view the options and get a quote. You will also be asked to choose insurance cover for your order, this is to protect you in case the order is lost or damaged by the courier. Please note: Toku Toy Store can accept no responsibility for loss and damage – please insure your packages.

What happens if my order is lost or stolen?

If you order is lost or stolen by your chosen delivery courier, please contact us immediately. We will submit a claim to the courier up to the value of insurance cover you purchased with your order. Please note: If you do not insure your order for its full value, we will not be able to provide a refund for the full value. Insure your orders.

How long will delivery take?

All orders are dispatched by us within 5 working days. Most orders are dispatched next working day. The length of time the courier takes to delivery your order varies by courier.

Will I have an import charges on my order?

If you are shopping from within the United Kingdom, no! All of our items are dispatched from the UK. Please check with your country’s government whether or not import tax is due when receiving items from the UK. Please note: Toku Toy Store is legally prevented from “marking down” the value of items. The amount you paid for your order will be declared on the customs form.

What is your refund policy?

You have 16 calendar days to return an item from the date it is shipped from us. To be eligible for a return, your item must be unused and in the same condition that you received it. All items must be sealed, unopened and in their original packaging. Your item needs to have a proof of purchase, such as your order/transaction number.

Full details are available in our Terms & Conditions

My item is faulty, what should I do?

This depends on the item in question.

All used items are checked thoroughly before they are listed on the website so if there is a fault with one of those items, please contact us for return/replacement details.

Brand new, sealed items imported from Japan (or elsewhere) are not eligible for return or replacement due to manufacturer defect. Companies such as Bandai Japan and Takara Tomy do not provide warranty or aftercare outside of Japan and, therefore, we as a business are unable to provide a warranty either. Please ensure that you understand and accept this before placing an order with us.

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