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Return Policy

Returns 

RECEIVED A DEFECTIVE ITEM? 

We try our best to QC all products before we send them out, but sometimes (rarely actually!), manufacturing defects especially in sealed boxes and packages escape us. Sorry about this in advance! 
  1. If you received a faulty or wrong item, email us within 5 days of receiving your order with your order ID and email address used in the original transaction so that we can trace your order.
  2. Provide photos of the faulty item next to the envelope / box showing your address and all relevant images that can aid us in our investigations and submissions to the manufacturer or our packing department.
  3. We will either send you a replacement or offer a refund for the faulty item depending on the stock situation of the affected item. You may be required to send the defective item back to us.
  4. If you are returning an item for refund that you enjoyed free shipping for; we will deduct the shipping fee that we subsidized during your order when making the refund. Seek your understanding on that!

Our policy lasts 60 days. If 60 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. 

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases. Additional non-returnable items: - Gift cards - Downloadable software products - Some health and personal care items To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer. There are certain situations where only partial refunds are granted (if applicable) - Book with obvious signs of use - CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened - Any item not in its original condition, is damaged or missing parts for reasons not due to our error - Any item that is returned more than 60 days after delivery will not be accepted and will likely be lost in the unfathomable warehousing oblivion.

Exchanges (if applicable) 

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@tokopie.com and send your item to the address in the shipping part below.

Gifts 

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return. 

The following items are non-refundable / non-exchangeable:

  1. All Lottery purchased, whether in-stock or pre-orders, online or offline; are strictly non-refundable, regardless of reasons, including but not limited to: - Orders are not pulled yet,- Pre-order arrival delays,- Stock quantity status in error,- Change of pull dates,- Remaining items not as assumed by buyer,- Change of mind / no longer needed,- Mis-read / missed out reading information,- and any other reasons. 
  2. All back-ordered or pre-ordered items that are not cancelled by manufacturer, regardless of whether there are arrival delays.
  3. International online orders: Returns received after 60 days of the original order’s shipment date 
  4. Costumes or other items that are customised / special sizes
  5. Gems
  6. Free gifts
  7. Treasure and Loot Boxes

Shipping 

To return your product, you should mail your product to our Indonesia TokoPie Office :
Addressed to :
Tika / Devita.
Jalan Tanjung Datuk 83
Kel. Pesisir
Kec. Limapuluh
Pekanbaru, RIAU 28144
INDONESIA
+62-811-758-0903.
If you needed to return a product to our Japan Office, we are going to give you an address for that too, but the aboe should be the default return address.

DO NOT Return any products to our UK Office

As we do not have warehousing services or logistics arranged there, your returned package will probably be lost in the haywire of office politics and the unfortunate bureaucracy of the finest degree.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. 
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.