FAQ

ORDER 

I have ordered the wrong product! Can I change or cancel it?

Yes, you can. If you have ordered the wrong product please contact us with your order number.  

I have placed an order without using my discount code! How can I add my discount code?

If you forgot to use doscount code and you are eligible to use it we can help you to refund the discounted cost, or we can help to cancel order and you can re-order again.

However, if your order includes products that are already discounted under another scheme, a coupon code cannot be used to add extra discount.

What should I do if I have received a faulty, damaged item or incorrect item?

If your product is faulty or damaged, please contact us with details of the issue. Please send us back the faulty or damaged item and we will refund the cost of sending us back the product. Wherever possible, we will endeavour to organise a replacement item for you, or refund you in full.

PAYMENTS, PROMOS & VOUCHERS

What are the payment options at Tokyo Direct?
  • Credit cards: all major credit and debit cards
  • PayPal
  • Amazon Pay

We take security very seriously, so rest assured your details will be safe with us. For further details, please see our 'Privacy policy'.

When will payment be taken?

Payment will be taken immediately after placing your order. Once your card has been authorised, you will receive an email confirming your order and payment. 

DELIVERY

Where do you deliver to?

We deliver to all areas of the UK.

We also send worldwide.

When will I receive my order? What is the status of my order?

  • Please see 'Delivery' page for delivery information. 
  • If your estimated delivery date has passed and you haven’t received your order, please contact us.

Will I have to pay any tax or duty on my order?

There is no tax or duty to pay on any orders from our site, however custom charge or/and VAT may be charged subject to country you live and you might need to pay. Tokyo Direct is based in the United Kingdom, our items are shipping from Japan or the UK subject to availability. 

RETURN & REFUNDS

Are there any non-returnable items?

  • Any items that has been opened, used or damaged by the user is not returnable.
  • For further details, please see our 'Return policy'.

    We will not refund delivery costs (postage) to return items which are unwanted or no longer required. These costs will need to be covered by you

    What is Tokyo Direct's return address?

    Please contact to

    support@tokyodirect.co.uk

    We'll let you know the return address.

    Password/Info

    I have forgotten my password, what do I do?

    Go to the login page, enter your email address and click the ‘Forgotten password?’ link. We will send a password reminder to your registered email address.

    How do I change my name, password, email or address?

    You can modify your name, phone number, address, email or password in the “My Account” section.

    What do I do if I am having problems accessing or buying from Tokyo Direct?

    We recommend you make sure you have the latest updates and patches for your operating system and browser. If you are still having problems, welcome to get in touch with us.

    Please include as many of the following details as possible:

    • Your operating system (e.g. Windows 10, Mac OS X)
    • Internet Browser and version (e.g. Internet Explorer 8, Firefox 3.5.5)
    • A description of the problem

    If you have forgotten your password, click ‘Forgotten password?’ and we will send you an email reminder.

     

    What is Tokyo Direct’s company registration number, VAT number and registered address?

    Tokyo Direct is a company registered in England and Wales.

    Company No. 10923972                           

    First Floor, 81-85 High Street, Brentwood, Essex, CM14 4RR United Kingdom