FAQ

Frequently Asked Questions

Where do you ship?


TO.TSUKURU is based in London, United Kingdom. We currently offer shipping to selected countries worldwide. This includes countries in Europe, Asia, USA and Canada. International packages may incur a duty fee at the customs. TO.TSUKURU cannot be held liable for any customs, duty and taxes incurred. Our products do not include duty fee or tax in the prices. It’s important to be aware that tax and duty may be charged on top of the purchase price at the point of delivery.




What if my package gets stolen!!


TO.TSUKURU is not liable for lost or stolen packages. If your package goes missing, we will contact our shipping carrier to track the delivery information, but we cannot be held responsible if an order shows confirmed delivery to the correct address. For overseas deliveries, we recommend the International Track and Signed option available for ease of mind and safety.




Can I cancel my order?


You can cancel or update your order up to 24hrs after placing your order as long as items have not been shipped. We will try to accommodate any changes on your order after which products will be prepared and shipped out up to 2 business days after for standard shipping. Please email contact@totsukuru.com to cancel an order or update your order information. Seller reserves the right to cancel any order due to unauthorized, altered, or ineligible use of offer or payment and to modify or cancel this promotion due to system error or unforeseen problems. Please note: orders for Next Day Shipping cannot be cancelled once shipped.




How can I track my shipping?


For all UK orders, an email confirmation would be sent to you after you complete your purchase. When your package is shipped, you will get a shipping confirmation email from us with a tracking number. You can enter the tracking number via Royal Mail or Hermes for more information. Standard shipping on all International orders do not include tracking. However, we do offer tracking starting from £8. Detailed tracking might not be updated daily, please check back with Royal Mail or Hermes every few days. This is at the discretion of our couriers.




Is there a warranty period?


Yes! All items have a warranty period of 7 days. This is to ensure the up most quality and satisfaction with your product. Please note: TO.TSUKURU cannot be held responsible for faulty items due to wear and tear. This extends to any scratches, loss of shine and discolourations due to lack of care or mishandle during the 7 day period. In the event that a faulty item is received or lost due to mishandled shipping, we will do the best of our ability send out a replacement as soon as we can. This will be free of charge unless otherwise stated.




Why can't I see my shipping?


Please note that Royal Mail or Hermes may not update as quickly on their end. Please check the updated status after 48 hours of receiving our shipping confirmation email. We really appreciate your patience and understanding. If you have any concerns about your tracking process, please email us at contact@totsukuru.com for help.




My Promo Code did not work!


Please check that the code/link you are using is still valid and not out of date. Many discounts cannot be used in conjunction with other promotions or discounts, please review the Terms and Conditions of the promotion. Your code must be entered in the format in which it was received. It may help to clear your cookies and cache if your code is not working. Please ensure you are using the most up to date version of these codes. Note: All Promo Codes provided can only be used once.




How do I create an Account?


Creating an account will only take a minute and once set up you'll be able to: - Check out faster - Save frequent addresses - Track Your Order - Request a Return Simply click the Login icon on the top right hand corner of the website Please note: You will only receive marketing emails from us if you sign up for our newsletter and rest assured that we will never pass your details to any third parties.




How do I subscribe/unsubscribe to the newsletter?


To unsubscribe from our mailing list please click on the link at the base of the email you receive. Alternatively if you are having problems or are still receiving messages from us please email us at contact.totsukuru.com and we can help you with that.




Are you getting more in stock?


Yes! Items that are Out of Stock at the moment will definitely be restocked and may take some time. Please check back again to find out if we have the item you are interested in Back in Stock. Alternatively, you can sign up to our newsletters to get updates on when items are back in stock.




Who are your couriers?


We use Royal Mail and Hermes for all our deliveries both Domestic and International.




Do you deliver to BFPO or PO Box addresses?


We do not currently deliver to BFPO or PO Box addresses in the UK or internationally at this time.




Why can't I find my country when checking out?


This unfortunately means we currently do not ship to your country. We are working very hard to provide shipping worldwide. Sign up for our newsletters for updates on shipping. Alternatively you can email us at contact@totsukuru.com with your details and country you would like us to ship to and we will try to prioritise that with our next shipping update.




Do you offer student discount?


Unfortunately not at the moment. However we are definitely looking to include that and more fun promotions in the future. Please sign up to our newsletter for any updates on that.