Below you will find most common Frequently Asked Questions and answers. We hope it will help you with your queries. If you still cannot find the answer to your question, feel free to contact us , we will reply to you within 24 hours.
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GENERAL INQUIRIES
Have a question about a specific collection or just want to say hello? Our London based team is here to help with any general questions you may have. We aim to respond to all curiosities within 24 hours.
information@tikorilondon.com -
SALES INQUIRIES
Interested in a bulk order corporate gifting or any sales inquiries? Connect with our dedicated team to discuss partnerships and bespoke opportunities tailored to your business needs.
sales@tikorilondon.com -
FEEDBACK
Your perspective helps us evolve. Whether it’s a compliment or a suggestion on how we can improve the TIKORI experience we value your honesty and appreciate you taking the time to share your thoughts with us.
feedback@tikorilondon.com
TIKORI LONDON
PAYMENTS
What are the payment options you have?
We accept a wide range of payment methods to make shopping convenient for you:
- Credit & Debit Cards: Mastercard, Visa, American Express, Discover, and Diners Club
- Digital Wallets: Apple Pay and Google Pay for fast, secure checkout
- Buy Now, Pay Later: Klarna and Shop Pay payment plans
- Gift Cards: TIKORI LONDON Gift Cards purchased through our website
All payment methods are processed securely through our encrypted checkout system. Choose the option that works best for you at checkout.
Why my payment was declined?
When placing your order online, you will be charge at the time of ordering. Please note your billing address must match the information linked to your payment method. If your payment was declined, please contact your bank for assistance, as you may need authorisation from your bank for your purchase.
Do you offer instalment plans or Buy Now, Pay Later options?
Yes, we offer flexible payment options to make shopping easier for you. We partner with Klarna and Shop Pay to provide instalment plans and Buy Now, Pay Later (BNPL) options.
Klarna: Split your purchase into 4 interest-free payments over 6 weeks, or choose a longer payment plan. Klarna is available at checkout and lets you pay later with flexibility.
Shop Pay: If you have a Shop Pay account, you can use their payment plans to spread the cost of your purchase over time.
These options allow you to enjoy your purchase immediately while managing your budget. Simply select your preferred payment method at checkout to get started. For more details about eligibility and terms, please check with the payment provider during checkout.
Can I get an invoice for my purchase?
Yes! You'll automatically receive an invoice for your purchase via email.
Your invoice includes:
- Order number and date
- Itemized list of products purchased
- Quantities and prices
- Shipping address
- Payment method used (last 4 digits only)
- Total amount paid including any applicable taxes
How to access your invoice:
- Check your email for the order confirmation and invoice
- Log into your account and view your order history
- Download or print your invoice from your account
If you didn't receive your invoice:
- Check your spam or junk folder
- Log into your account to download it directly
- Contact our customer service team to request a copy
Invoices are important for your records and warranty information, so please keep them safe.
Do you charge sales tax on my order?
Sales tax is calculated based on your delivery address and the applicable tax rates in your location.
How sales tax is applied:
- Tax is calculated automatically at checkout based on your shipping address
- The tax amount is displayed in your order summary before you complete payment
- Tax is included in your final total
For UK customers:
- VAT (Value Added Tax) is included in all product prices displayed
- No additional tax will be charged at checkout
For international customers:
- You may be responsible for customs duties and import taxes depending on your country
- These charges are typically collected by your local customs authority, not by TIKORI LONDON
- We recommend checking with your local customs office for specific information
If you have questions about tax on your order, please contact our customer service team.
Can I change my payment method after placing an order?
Once your order has been placed and payment has been processed, you cannot change the payment method for that specific order.
What you can do:
- If your order hasn't shipped yet, contact our customer service team immediately to discuss options
- For future orders, you can use a different payment method at checkout
- If you need to cancel and reorder, we can help facilitate that process
To prevent payment issues:
- Double-check all payment details before completing your purchase
- Ensure your billing address matches your payment method
- Review your order summary before confirming payment
If you have concerns about your payment, please reach out to our customer service team as soon as possible.
What should I do if my payment was declined?
If your payment was declined, don't worry. Here are the most common reasons and how to resolve them:
Common reasons for declined payments:
- Billing address doesn't match your payment method information
- Insufficient funds in your account
- Card has expired or is not yet active
- Your bank flagged the transaction as suspicious
- Incorrect card details were entered
How to fix a declined payment:
- Verify your billing address matches exactly with your bank records
- Check that your card hasn't expired
- Ensure you have sufficient funds available
- Try a different payment method
- Contact your bank to authorize the transaction
- Clear your browser cache and try again
If you continue to experience issues, please contact our customer service team for assistance.
How long does payment processing take?
Payment processing is typically very fast. Here's what you can expect:
Payment authorization:
- Most payments are authorized instantly at checkout
- You'll receive an order confirmation email immediately after successful payment
- Your payment is securely processed through our trusted payment gateway
Payment settlement:
- Funds are settled within 1-2 business days
- Your bank may take an additional 1-3 business days to reflect the charge
- For international payments, processing may take slightly longer due to currency conversion
If your payment is pending:
- Check your email for any payment verification requests
- Ensure your billing address matches your payment method
- Contact your bank if the charge doesn't appear within 3-5 business days
Can I save my payment information for future purchases?
Yes! You can securely save your payment information for faster checkout on future purchases.
How to save your payment method:
- During checkout, look for the option to "Save this payment method for future purchases"
- Check the box to securely store your card details
- Your information is encrypted and stored securely
- On your next visit, your saved payment method will appear as an option at checkout
Security and privacy:
- Your full card details are never displayed after saving
- You can remove saved payment methods from your account at any time
- Only you can use your saved payment information
- We never share your payment data with third parties
Managing your saved payments:
- Log into your account to view and manage saved payment methods
- You can delete any saved card at any time
- You can always choose to enter a different payment method at checkout
Saving your payment information makes shopping with us even more convenient!
How long does payment processing take?
Payment processing is typically very fast. Here's what you can expect:
Payment authorization:
- Most payments are authorized instantly at checkout
- You'll receive an order confirmation email immediately after successful payment
- Your payment is securely processed through our trusted payment gateway
Payment settlement:
- Funds are settled within 1-2 business days
- Your bank may take an additional 1-3 business days to reflect the charge
- For international payments, processing may take slightly longer due to currency conversion
If your payment is pending:
- Check your email for any payment verification requests
- Ensure your billing address matches your payment method
- Contact your bank if the charge doesn't appear within 3-5 business days
If you have concerns about your payment status, our customer service team is here to help!
Do you offer international payment options?
Yes, we welcome customers from around the world! We accept international payments and ship to many countries globally.
International payment information:
- We accept all major international credit and debit cards (Visa, Mastercard, American Express, Discover, Diners Club)
- Digital wallets like Apple Pay and Google Pay work internationally
- Currency conversion is handled securely at checkout
- Your billing address can be from any country
- International customers can use Klarna and Shop Pay payment plans where available
Important notes for international orders:
- Shipping costs and delivery times vary by location
- You may be responsible for customs duties and import taxes
- Please ensure your billing address matches your payment method information
For specific questions about shipping to your country, please contact our customer service team.
Is my payment information secure?
Yes, your payment information is completely secure. We use industry-standard SSL encryption to protect all transactions on our website. Your sensitive payment data is never stored on our servers—it's processed securely through trusted payment gateways.
Security measures we use:
- 256-bit SSL encryption for all data transmission
- PCI DSS compliance to meet the highest security standards
- Secure payment processing through verified payment providers
- No storage of full credit card details on our systems
You can shop with confidence knowing your personal and financial information is protected.
TIKORI LONDON
ORDERS
What do I do if I haven't received my order?
Our aim to dispatch all orders within 24 hours of receiving them. If you haven’t received your item or item is delayed please get in touch with us, we will look into the matter as soon as possible. information@tikorilondon.com
What is the order processing time?
Order processing time is estimated from the time of your order is placed. Delivery time is estimated from the time of the order shipped. Please note order processing time may vary for personalise items due to personalisation process. However our aim to process all orders within 24 hours of ordering.
Can I track my order online?
Once the order is shipped, you will receive a email confirmation with your order details. You also will be able to track your order online.
How do I pre order an item?
This service is specifically designed for out of stock items allowing 8 weeks for delivery as we customise each items and personalised your request. Please note you will be charged at the time of ordering and the items will be delivered within the 8 weeks time frame. If you would like to preorder items or have any inquiries please leave your details and a brief message. We will get back to you as soon as we can.
TIKORI LONDON
DELIVERY & SHIPPING
Where are TIKORI London orders shipped from?
All of our orders are stored, quality checked, and packaged right here in the Watford Hertfordshire UK. We dispatch your items directly from our central inventory hubs to ensure fast, reliable delivery.
What are your delivery and shipping options?
We offer standard and express international shipping options to most locations. Standard delivery typically takes 2-4 business days, while express international delivery takes 2-11 business days. international shipping costs is £15, based on your location and order value.
What is the shipping time frame?
UK 2- 4 business days with Standard shipping.
All European Countries and other parts of the world-2-11 business days with express international.
How much is the delivery cost?
All charges are based on the country or the area you live in and the weight of your parcel. UK - Free. All European count and other parts of the world - £15.00
What are the shipping restrictions?
We may face shipping restrictions to certain countries. State legislation may prevent some products being shipped to certain countries and locations, we may not be shipped to PO Boxes. If any restrictions exist when placing the order, customer will be advised. Import duties and taxes are not included in the item price or shipping charges. International buyers will be responsible for these charges.
TIKORI LONDON
RETURN & REFUND
What is your refund policy?
We have a 28 day return policy. Which means you have 28 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, with any gifts you may received and in its original packaging. You’ll also need the receipt or proof of purchase.
How do I return an item?
Email us at information@tikorilondon.com. We will send you the prepaid return label
Pack the item you are returning
Print your label and attach to the package
Cover any exciting labels
Drop your item at the courier mentioned on the return label
Keep your proof of postage
Where do I send my return? Do I have to ship it overseas?
No, you do not need to ship anything overseas. TIKORI London is a proud UK-based independent brand. All returns are processed through our domestic UK returns framework.
Do I pay the return postage?
No. Once you request the refund we will start the refund process. Please refer to how to return an item for information. We will notify you once we’ve received and inspected your return. You’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund. Please allow minimum between 7 -14 days.
Can I return a personalised item?
We do not accept any returns on personalised items. Once the order is submitted and customised you will not be able to cancel, modify, return the order or receive a refund for the item.
How do I exchange an item?
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
What do I do if I received a faulty item?
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, faulty or if you receive the wrong item, so that we can evaluate the issue and make it right.
TIKORI LONDON
PRODUCT WARRANTY
What is Warranty offered for products?
All our products are covered with 6 months warranty. Items are covered from the day you bought the item online and the items are used under normal conditions and for the purpose intended. This warranty covers faults in materials and workmanship only. Warranty does not apply if the damage caused by unreasonable usage, items been neglected, normal wear & tears or if you change your mind about the item.
What is covered?
Our warranty is a commitment to the craftsmanship of your piece. If a defect in materials or workmanship surface under normal use within the first six months of ownership, we will make it right.
Structural integrity: All structural stitching, seams, and construction points.
Hardware: Functionality of zippers, buckles, clasps and metal feet.
Material quality: Premature failure of leather or lining excluding natural aging.
What is not covered?
To maintain the longevity of your piece, it is important to treat it with care.
This warranty is designed to cover manufacturing faults, not the natural life cycle of a well loved bag.
Natural wear and tear: This includes the softening of leather, slight changes in colour over time, or "patina" that develops with use.
Accidental damage: Scuffs, scratches, or tears caused by daily use, drops, or abrasive surfaces.
Environmental exposure: Damage resulting from heavy rain water spots, extreme heat, or prolonged direct sunlight.
Improper care: Stains from ink, makeup, or oils, as well as damage from chemical cleaners or leather treatments not recommended by us.
How do I make a claim?
Should you encounter a genuine fault, our team is ready to assist you.
To ensure a smooth process, please follow these steps.
Gather your details: Locate your order number, found in your confirmation email.
Document the issue: Take 2–3 clear, high resolution photos of the specific fault.
Contact us: Email our team at information@tikorilondon.com with the subject line: Warranty claim - Your order number.
Our process: Once received, our artisans will assess the images. If the defect is covered under our promise we will offer a repair, a replacement, or a credit note at our discretion to ensure your experience with us remains exceptional.
TIKORI LONDON
OUT OF STOCK
An item I want is out of stock. When will it be available again?
We hate making you wait! Restock times vary depending on the product.
- Core Essentials: These are usually restocked every 4-12 weeks.
- Seasonal/Limited Edition: Once these sell out, they are typically gone for good!
To get the most accurate estimate for a specific item, feel free to reach out to us or check the product page for updates.
How do I find out when an out-of-stock item is back?
If an item is out of stock, you can sign up for a restock notification directly on the product page. Simply click "Notify me when available" and enter your email address. You'll receive an email as soon as the item is back in stock. Alternatively, you can pre-order selected items — see our pre-order FAQ above for details.
Can I be notified when an item comes back in stock?
Yes, absolutely! We highly recommend signing up for restock alerts.
- Go to the product page of the out-of-stock item.
- Click the "Notify Me When Available" button.
- Enter your email address or phone number.
You will be the very first to know the exact moment it hits our shelves again!
Can I pre-order or purchase an item that is out of stock?
If an item is eligible for pre-order or backorder, it will say "Pre-Order" instead of "Add to Cart." Payment is collected at checkout, and we will ship the item to you as soon as it arrives at our warehouse. You can find the estimated shipping date right on the product page.
If the button simply says "Out of Stock," we are unfortunately unable to accept orders for it until it is officially replenished.
Part of my order is out of stock. Will you ship the rest of my items now?
To keep our shipping sustainable, we typically wait and ship your entire order together once all items are available.
However, if an item faces an unexpected, long-term delay, we will reach out to you via email. We can either ship your in-stock items first at no extra charge, swap the delayed item for something else, or issue a refund for the missing piece.
I had an item in my cart, but it sold out before I could checkout. Can you honor it?
We're so sorry about that! Adding an item to your shopping cart does not reserve or hold it. Items are only secured once you complete the checkout process and receive an order confirmation number.
TIKORI LONDON
DISCOUNT CODES
How do I apply a discount code?
At checkout, you'll see a field labelled "Discount code or gift card". Enter your code and click "Apply", the discount will be reflected in your order total before payment. Please note only one discount code can be applied per order, and codes cannot be used in conjunction with other promotions unless stated.
My discount code isn't working. What’s going on?
If your code is being rejected, it’s usually due to one of the following reasons:
- Expiry Date: The promotion may have ended.
- Exclusions Apply: Some codes only apply to specific items or collections (e.g., sale items might be excluded).
- Minimum Spend: The code might require a minimum cart value before it activates.
- Typos: Code entry is case-sensitive and cannot contain accidental spaces. Copying and pasting is usually the safest bet!
If you’ve checked all of the above and it's still not working, please contact our support team before completing your purchase.
Can I use more than one discount code on a single order?
Please Note: Our system only allows one discount code per order. Codes cannot be combined, stacked, or used in conjunction with other automatic site-wide promotions unless explicitly stated.
Can I use a discount code on sale or clearance items?
Generally, discount codes cannot be applied to already discounted items, bundles, or gift cards unless a specific promotion explicitly states otherwise
I forgot to add my discount code! Can you apply it retroactively?
We’ve all been there! As long as the discount code was valid at the time you placed your order, send an email to information@tikorilondon.com within 24 hours of your purchase with your order number and the code. We will happily refund you the difference.
TIKORI LONDON
LOST OR STOLEN PARCELS
What is the difference between a "lost" and a "stolen" parcel?
Lost: The package was misplaced by the courier during transit and never reached its destination.
Stolen: The package was successfully delivered to your address according to tracking data, but was taken before you could retrieve it.
My tracking shows delivered but I haven't received my parcel what do I do?
If your tracking shows your parcel as delivered but you haven't received it, please first check with neighbours and any safe places around your property. If you still cannot locate it, contact us at information@tikorilondon.com within 7 days of the tracked delivery date. We will raise an investigation with the courier on your behalf. Please note we are unable to take responsibility for parcels marked as delivered to the correct address.
My package is officially lost in transit. Will you send a replacement?
Yes, absolutely! If the tracking information stops updating for more than 10 consecutive business days, we consider the package lost. Once we confirm this with the courier, we will gladly arrange for a replacement to be shipped out to you at no extra cost, or issue a full refund.
I think my package was stolen from my porch. What do I do?
We are so sorry to hear this! Because we cannot control a package once a carrier successfully delivers it to your doorstep, we handle stolen packages a bit differently:
- File a report: We highly recommend filing a porch piracy/theft report with your local police department.
- Contact us: Reach out to our customer service team with your order number and a copy/number of your police report. While we cannot always guarantee a full refund for stolen items, we will review these on a case-by-case basis to see how we can best help you out.
How long do I have to report a missing package?
Time is of the essence! Please report any missing or tracking-discrepant packages to us within 14 days of the estimated or stated delivery date. Beyond this window, we are unfortunately unable to file claims with our couriers or issue replacements.
TIKORI LONDON
MATERIAL | CRAFTSMANSHIP | PRODUCT CARE
Are TIKORI London bags made from real leather?
We offer a carefully curated selection of both premium genuine leather and high quality vegan alternatives.
- Our Leather Collections are crafted from 100% soft, durable Genuine pebbled cowhide leather
- Our Vegan Collections use premium, water resistant polyurethane (PU) designed to offer a luxury look and feel without using animal products.
Please check the individual product description page for the exact material specifications of each bag style.
How do I look after my Leather bag?
- Keep it light: To preserve the elegant silhouette of your bag, avoid overfilling. Leather is supple and can stretch under pressure, which may affect the stitching over time.
- Surface care: Gently wipe your bag with a soft, dry cloth regularly to remove surface dust and maintain its natural luster.
- Avoid sharp: Be mindful of sharp or metallic objects that may scratch the leather's smooth finish.
- Natural drying: If your bag comes into contact with water, pat it dry immediately with a soft cloth. Always allow it to dry naturally in a cool, well ventilated space. Never use artificial heat sources such as radiators, hair dryers, or irons as these will parch the leather and cause it to crack.
- Conditioning: Periodically use a high quality leather conditioner to restore texture, suppleness, and shine.
- Shape retention: When not in use, lightly stuff your bag with acid-free tissue paper or a soft cloth to help it maintain its form.
- The dust bag: Always store your handbag in its dust bag. Keep it in a cool, dry place away from direct sunlight to prevent fading.
How do I look after my Vegan bag?
- Routine Cleaning:Use a soft, slightly damp cloth to wipe away dust and surface dirt. This is usually all you need to maintain the finish.
- Deep Cleaning:For minor stains or spills, use a mixture of warm water and a drop of mild soap. Gently wipe the area and dry immediately with a clean, lint free cloth.
- Avoid Harsh Chemicals:Never use alcohol based cleaners, bleach, or abrasive polishes. These can break down the synthetic fibers and dull the surface or prints.
- Storage & Care:To prevent creasing or fading, store your items in a cool, dry place away from direct sunlight. For bags, we recommend lightly stuffing them when not in use to help maintain their original silhouette
TIKORI LONDON
GIFT CARD FAQs
How do I purchase a gift card?
Purchasing a gift card is easy! Visit our gift card section on the website and select your desired amount. You can choose from preset denominations or enter a custom amount. Complete the checkout process just like a regular purchase, and your gift card will be delivered via email to the recipient with a unique code they can use at checkout.
How do I redeem a gift card?
Redeeming your gift card is simple. During checkout, enter your unique gift card code in the designated field on the cart page. The gift card balance will be applied to your order total. If your purchase exceeds the gift card balance, you can pay the difference using another payment method.
What is the gift card expiration policy?
TIKORI Gift cards are valid for 12 months from the date of issue. Please ensure you use your balance before it expires.
How can I check my gift card balance?
Check your gift card balance by clicking the link in your gift card email. You can also contact our customer service team if you need assistance checking your balance or have any questions about your gift card.