Frequently Asked Questions

Welcome to our FAQ Page

Face Masks

Our masks are manufactured in China. They're recently manufactured and last for a good 3 years.  

Orders

Unfortunately, we are NOT able to cancel any orders once payment has been processed.

You will be given a tracking number to track the status of your order.

Returns

Our return policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we cannot 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 items are exempt from being returned. These include single use products (for sanitary/hygiene purposes), hazardous materials, flammable liquids or gases, and gift cards. 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. 

To complete your return, we require a receipt and proof of purchase from us.
Please do not send your purchase back to the manufacturer.

Kindly email the relevant information to sales@tokimeku.com

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 sales@tokimeku.com, and send your item to Tokimeku Pte Ltd, 1 Genting Link, #02-04, Singapore 349518.

You may also visit us directly to make the exchange. 

Unfortunately, shipping costs are non-refundable. If you receive a refund, the cost of shipping and return shipping will be deducted from your refund. Alternatively, you can arrange and pay for your own shipping costs for returning your item, then only 1 way shipping will be deducted from the refund. 

If you are shipping an item over $75, you should consider using a trackable shipping service or purchase shipping insurance. We don’t guarantee that we will receive your returned item. 

Shipping

Currently, we deliver to Singapore, Myanmar, Philippines, Thailand, Italy, Spain, United Kingdom and United States.  

We offer Standard and Expedited delivery services. 

Standard shipping takes on average 6 - 12 days while Expedited shipping takes on average 4 - 6 days.  

Our shipping rates are as follows:

For full details, please refer to our shipping policy here

Please note that: 

- For international orders, standard shipping takes up to 14 working days and 5 - 7 working days for expedited shipping. 

- All prices are in SGD. 

- For shipment to remote areas, a remote area fee of $36 will be applied. 

- Feel free to contact us directly for bulk orders.