Terms and Conditions
We recommend that you regularly check our Terms and Conditions as we may change these at any time without notifying you.
2.1. All prices shown on the website are in pounds sterling and inclusive of VAT for all UK and EU customers.
2.2. Prices are exclusive of delivery charges but delivery charges are clearly displayed and included in the Total Cost.
2.3. Prices may change without notice but this will not affect orders which have already been accepted.
2.4. Items that are on 3 for the price of 2 offers will enable you to get the lowest priced item free. Please note that you will be charged for the 2 most expensive items.
2.5. Overseas customers prices will include VAT at the rate applicable to the country of receipt and the actual price charged will be subject to the exchange rate applied by the customer’s debit or credit card.
2.6. We endeavor to ensure that the prices, details and availability of the products on our website are always accurate. However there may be occasions where errors occur. Whenever we discover a pricing error, we will cancel your order and notify you as soon as possible to give you the option of reconfirming your order at the correct price. If an order is canceled and you have already paid for the products, you will receive a full refund for any price you have already paid. We are under no obligation to provide the product to you at the incorrect (lower) price.
3.1. We accept all major debit and credit cards. We also accept payments through PAYPAL.
3.2. We do not accept cash or cheques.
3.3. Only one promotional offer can be used per order. Products sold in our Sale, Bundle Deals, Clearance or Multi Buy Offer constitute promotional offers. We reserve the right to withdraw any promotional discounts and to refund any orders that involve the use of invalid or incorrect voucher/discount codes. This does not affect your statutory rights as a consumer.
3.4 Discount codes must be entered at checkout. Refunds will not be issued for discount codes after an order has been placed. If your discount code is not working please email [email protected]
3.5 Discount codes cannot be used on Multi Pack items such as Underwear or 3 Pack T-shirts
4.1. We always endeavour to despatch orders on the same day once your payment, billing address and delivery address have been verified. However it may not be possible to despatch your orders on the same day (for example during busy periods or where orders are received after operational hours) so please note that your order may be despatched the following day.
4.2. We will not process orders on weekends or public holidays.
4.3. Delivery partners may vary according the destination.
4.4. We are unable to guarantee specific delivery dates as all deliveries are subject to the service provided from our partners eg. Collect+, Yodel and any others couriers that we may use. Please also note that external factors beyond our control may occasionally cause delays to delivery.
4.5. Delivery charges are per transaction regardless of the number of items purchased.
4.6. For international orders, delivery costs do not include any duty or custom charges and you may be required to pay additional domestic sales taxes on receipt of delivery. Additional charges required for customs clearance must be accepted by the recipient as we have no control over these charges and they are a reflection of the Customs policy in place at the final destination country. Policies for Customs vary from country to country so please check with your local Customs office if you require any clarification. In the event that you wish to return your item, Tokyo Laundry is unable to refund import duty and local sales taxes. If you refuse to accept shipping of the items you have purchased, the courier may return the items to us. In the event this happens, we may be required to pay additional charges to the courier in respect of the cost of return including customs and import duties that were payable by you. We will look to recover these costs from you by deducting the relevant amount from any refund owed to you.
5. RETURNS POLICY
5.1. We offer a refund or exchange on all items subject to the following:
i. You return your items within 30 days of you receiving the item from us; and
ii. The returned item is in its original condition and is unworn with all tags and labels still attached.
5.2. The cost of returning the item to us is your responsibility.
5.3. If you decide to return or exchange an item, please ensure that:
i. You follow our return procedure detailed below. Failure to do so may cause delays in processing your returns.
ii. Complete a returns form with details of the items being returned. This must include your order number so we can identify the parcel, or your refund may be delayed.
iii. If you require an exchange, please confirm the item colour and size that you require. We are only able to exchange an item for the same item in a different colour/size for the same value.
iv. Choose one of our pre-paid services. Using Hermes returns or any other pre paid returns label will result in a fee of £2.99 being deducted from the refund to cover the postage cost.
5.4. You should keep your proof of postage safe. Your parcel is your responsibility until it reaches us and we cannot accept responsibility for parcels that get lost on the way to us.
5.5. If you are returning a wrong or faulty item, you should follow the same procedure. However you will not be charged for the postage costs if your order is deemed incorrect or faulty. Please note that you will be refunded a maximum of £2.99 for postage if you do not use one of the pre-paid services but this may not apply to international orders.
5.6. For international orders (including the Republic of Ireland), unfortunately we are unable to offer you a pre-paid returns label. You must organise the return yourself. We recommend that you use a tracked service. Please return items to Tokyo Laundry, Returns Department, Unit 14, Park Seventeen, Whitefield, M45 8FJ.
5.7.i. We are happy to offer exchanges but please note that it can take up to 10 days for your return to be delivered to us and we cannot guarantee that your exchange item will be in stock so recommend that you return your item for a refund and place a new order. We can only offer exchanges for the same item in a different size/colour.
5.8. If items for exchange are not available in stock, we will issue a refund.
5.9. We reserve the right to refuse a refund on any items that are not fully fit for re-sale or which are outside the terms of our Returns Policy but this does not affect your statutory rights.
5.10. If a discount was applied to your original order, the amount refunded will be adjusted to allow for the revised order value and appropriate discount level.
5.11. We do allow additional time for international refunds/exchanges due to the longer delivery time involved in returning International orders. Overseas customers should email us to confirm all the details requested at 5.3(i) and (ii) above within 7 days of receipt of goods before they return any items.
6. FAULTY ITEMS
Please contact us at [email protected] if the item you received is faulty or damaged.
7. YOUR STATUS
7.1. By placing an order through our site, you warrant that:
i. You are legally capable of entering into binding contracts;
ii. You are at least 18 years old;
iii. You are resident in one of the Serviced Countries; and
iv. You are accessing our site from that country.
8. TERMS OF SALE
8.1 After placing an order, you will receive an e-mail from us acknowledging that we have received your order. Please note that this does not mean that your order has been accepted. Your order constitutes an offer to us to buy a Product. All orders are subject to acceptance by us, and we will confirm such acceptance to you by sending you an e-mail that confirms that the Product has been dispatched (the Dispatch Confirmation). The contract between us will only be formed when we send you the Dispatch Confirmation.
8.2. The Contract will relate only to those Products whose dispatch we have confirmed in the Dispatch Confirmation. We will not be obliged to supply any other Products which may have been part of your order until the dispatch of such Products has been confirmed in a separate Dispatch Confirmation.
8.3. We can only accept orders for products that are available. Please note that as there is a delay between the time when the order is placed and the time when the order is accepted, the stock position relating to particular items may change.
8.4. We will not process your order until payment has been received in full ( in accordance with the provisions of clause 3) and the billing address and delivery address have been verified.
8.5. Please note unfortunately once an order is placed we are unable to cancel or make any changes to it, including but not limited to size/colour alterations, choice of delivery service and adding discount codes.
9. PRODUCT INFORMATION
9.1 We have taken all reasonable steps to ensure that all details, descriptions and prices of products appearing on the website are correct.
9.2. The colours of our products that appear on the website may differ to the actual product depending on your monitor and we cannot guarantee that your monitor's display of any colour will accurately reflect the colour of the product on delivery.
9.3 All sizes and measurements are approximate but we do make every effort to ensure that they are as accurate as possible. Please refer to the size guide for further details.
9.4. We reserve the right to refuse orders where product information has been mis-published, including prices and promotions.
9.5. Any drawings, descriptions or advertising we issue, and any descriptions or illustrations contained on our website are published solely to provide you with an approximate idea of the Products they describe. They do not form part of the contract between you and us or any other contract between you and us for the sale of the Products.
9.6. We reserve the right to make any changes in the specification of the products which are required to conform to any applicable statutory or EC requirements or, which do not materially affect their quality or performance.
You will not commit or encourage a criminal offense; transmit or distribute a virus, trojan, worm, logic bomb or post any other material which is malicious, technologically harmful, in breach of confidence or in any way offensive or obscene; hack into any aspect of the Service; corrupt data; cause annoyance to other users; infringe upon the rights of any other person's proprietary rights; send any unsolicited advertising or promotional material, commonly referred to as "spam"; or attempt to affect the performance or functionality of any computer facilities of or accessed through the web site. Breaching this provision would constitute a criminal offense under the Computer Misuse Act 1990. Tokyo Laundry will report any such breach to the relevant law enforcement authorities and disclose your identity to them.
11. INTELLECTUAL PROPERTY
11.1. The Site and its content are protected by intellectual property rights, including copyright and trademarks, as detailed in our Copyright and Trade Mark Notice.
11.2. You may store, print and display the content supplied solely for your own personal use.
11.3. You are not permitted to publish, manipulate, distribute or otherwise reproduce, in any format, any of the content or copies of the content supplied to you or which appears on this Website nor may you use any such content in connection with any business or commercial enterprise.
11.4. Except as expressly authorised by us or relevant third parties, you agree not to copy, download, adapt, alter, modify, rent, lease, loan, sell, distribute or create derivative works of any content of the Site, in whole or in part.
Your use of the Site is at your sole risk. The Site is provided on an "as is" and "as available" basis and we do not guarantee that the Site will be suitable for your purposes or requirements. If your PC does not support relevant technology including encryption, you may not be able to use certain services or access certain information on the Site. The Site is accessed via the World Wide Web which is independent of us. Your use of the World Wide Web is solely at your own risk and subject to all applicable national and international laws and regulations. We shall have no responsibility for all information or service obtained by you on the World Wide Web. The content of the Site has been compiled from a variety of sources and is subject to change without notice. We use reasonable care in compiling and presenting the content of the Site, but we give no guarantee that the content is complete, accurate, error or virus free or up to date. So far as permitted by law, we disclaim all warranties, conditions and other terms of any kind, whether express or implied, whether in contract, tort (including liability for negligence) or otherwise, including, but not limited to any implied term of satisfactory quality, fitness for a particular purpose, and any standard of reasonable care and skill.
13. LIMITATION OF LIABILITY
13.1. So far as permitted by law, and except in respect of death or personal injury arising from negligence or any liability which is due to our fraud, we exclude any liability for loss or damage of any kind resulting from the use of the Site (including the reliance upon any information contained on it).
13.2. This provision shall not exclude or limit your statutory rights.
13.3. A person who is not a party to this Contract has no right to enforce any term of this Contract.
14. TERMINATION/ SUSPENSION OF SERVICE
Tokyo Laundry may at any time terminate or suspend any part of the Service or the entire website without notice to you.
You agree to indemnify, defend and hold harmless Etail Solutions Limited, its directors, officers, employees, consultants, agents, and affiliates, from any and all third party claims, liability, damages and/or costs (including, but not limited to, legal fees) arising from your use of this Website or your breach of the Terms and Conditions.
If you wish to make a complaint, please contact us via email at [email protected] and we will try to resolve the dispute promptly.
18.1. If you breach our Terms and Conditions and we take no action this will not constitute a waiver of such rights or remedies and will not relieve you from compliance with such obligations accordingly.
18.2. A waiver by us of any Terms and Conditions will only be effective if it is expressly stated to be a waiver and is in writing.
18.3. A waiver by us of any default will not constitute a waiver of any subsequent default.
19. THE ENTIRE AGREEMENT
The Terms and Conditions constitute the entire agreement between you and us and shall be governed by the laws of England and Wales. English courts shall have exclusive jurisdiction over any dispute. We reserve the right to vary the Terms from time to time, such variations becoming effective immediately upon posting to the Site and by continuing to use it, you will be deemed to accept any such variations.
20. GIFT CODE TERMS
20.1. Gift Codes must be redeemed online in one transaction and funds will not be carried over if unspent.
20.2. No cash alternative will be given for Gift Codes – they cannot be exchanged for cash, refunded & no change will be given.
20.3. You must notify us if you do not receive your gift code within 24 hours of placing your order (excludes weekends and public holidays).
20.4. Gift codes cannot be used in conjunction with discount codes or coupons.
20.5. Discount codes or coupons cannot be used to purchase Gift Codes and any orders for Gift Codes which have used a discount code will be cancelled.
20.6. Gift Codes are available in £GBP only. For international orders the actual price charged will be subject to the exchange rate applied by the customer’s debit or credit card.
20.7. Gift Codes can be used in full or part payment for products or services purchased.
20.8. Risk for Gift Codes will pass to the customer upon delivery (by email) and title will pass upon receipt of payment in full. Tokyo Laundry has no liability for lost or stolen Gift Codes once risk has passed to the customer at time of delivery.
20.9. Gift Codes should be treated like cash. They will not be replaced if lost or stolen.