FAQ
Payments
What payment methods do you accept?
We accept most major debit and credit cards including Visa, Mastercard, American Express. We’re also a little bit fancy and accept Google/Apple/Shop Pay.
How do I complete my order?
Once you are happy with your selection of items in your shopping cart please click the 'Checkout' button. Follow the instructions on our checkout pages to complete your purchase.
How do I apply a discount code?
If you would like to add a discount code, please expand the 'Order Summary' section in the checkout.
Do you run any promotions
Shhhh, if you click this super hidden link here you may find we have a cheeky little discount running.
Delivery
Here at Tomako we try our best to make sure your order goes as perfectly as possible, from making sure you have amazing products to pick from all the way to receiving your parcel at your door.
Next Day Dispatch
We're only small (but very very mighty!) We try our best to dispatch all orders in 1 working day, of course, if there are any issues with this, we'll be sure to let you know straight away!.
Free Delivery
Who doesn't like free stuff? We love it. With this in mind, we offer free shipping on any order above £50, that's right - don't forget that every parcel is packed with love and care, I would know, I help pack!
Orders under £50
If you only fancy a small order and we can't tempt you with any of our amazing products (can't blame us for trying!) our delivery rates are as follows:
Smaller items
£2 for standard shipping
£5 for express shipping
Larger items
£3 for standard shipping
£5 for express shipping
Remember that all orders over £50 ship on our standard service for free
We currently only ship to the UK
When will I receive my order?
We aim to process all orders within maximum of 3 business days, however a majority of orders are processed the next working day.
Standard shipping
2-5 working days*
Express shipping
Next working day
*These timescales are subject to peak periods and industrial action.
Where's my stuff?
Once your order has been shipped, you will receive an email to inform you that your Tomako parcel is on its way! Keep an eye out for those emails, however we are always on hand if you want us to check in on your order.
You can also track your order here.
My stuff arrived damaged :(
Oh no! No one wants to receive damaged goods! We want all our products to arrive in top condition. If you’re disappointed about the way your goods turned up, please reach out to us athello@tomako.co.uk, quoting your order reference and we will investigate straight away.
My parcel has not arrived / has gone missing
Whilst a majority of our parcels arrive in a quick fashion, occasionally we may get a rogue order! If your order has not turned up within 45 business days, please get in touch via email, or use our contact form which can be found here and we will launch an investigation. Rest assured, we’ll send our best detectives to find your parcel.
Customs, Duties and Taxes
All products on the Tomako website are inclusive of all costs. Should you incur any additional fees due to the delivery, please reach out to us at hello@tomako.co.uk and we will be more than happy to assist.
Returns
I have my super amazing product that I bought from Tomako but I have decided that it’s just too awesome and would like a refund
Look, we get it, we do sell some pretty cool stuff here and sometimes it’s just too amazing! This is why we have a 14 day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging (we have to make sure it’s awesome for the next person!).
To start a return, you can contact us at hello@tomako.co.uk. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at hello@tomako.co.uk.
My stuff arrived damaged :(
Oh no! No one wants to receive damaged goods! We want all our products to arrive in top condition. If you’re disappointed about the way your goods turned up, please reach out to us athello@tomako.co.uk, quoting your order reference and we will investigate straight away.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on gift cards.
When will I get my refund?
Well, you’ve gotten this far so I guess there’s no convincing (if you returned one of our plushies, don’t worry - we’ll make sure they find them a new home for you!)
It usually takes a few days to get your item back to us, after which we just need to do a quick inspection to make sure it’s in tip-top condition. You should receive your refund within 10 days, back to the original payment method, , if this is not the case, please contact us with your Order ID on hello@tomako.co.uk
General
Can we keep in touch?
Let's be email buddies! Sign up to our newsletter here (link or something), we promise not to spam you and will only send you some awesome product updates! I mean hey, we may even throw in a discount every once in a while!
I have forgotten my password, can you change it?
Of course! Just click here to be directed to the password reset page!
What’s the three owners of Tomako's favourite items that you sell?