FAQ


What areas do you cover?

TOSHI is currently covering London zones 1-3, Manhattan and Brooklyn.


What if I have questions about my order?

For any order related matters, please email CLIENTSERVICE@TOSHI.CO.

We are available Mon - Sat, 10am - 6pm.


Can I change the time and location after my order has been confirmed?

Yes, simply email CLIENTSERVICE@TOSHI.CO or click on the ‘CONTACT US’ button in your TOSHI Order Confirmation email or the link in your TOSHI Order Confirmation text message.

Please note: Changes must be made before your TOSHI Assistant is en route.


How do I book a return?

If your order is eligible for a return, please email CLIENTSERVICE@TOSHI.CO or click on the ‘CONTACT US’ button in your TOSHI Delivery Confirmation email.


What if my order is a gift?

Please let us know by emailing us at CLIENTSERVICE@TOSHI.CO to ensure the most memorable experience.


How long does it take to get my refund?

For any payment through the brand’s website, please refer to the brand’s return policy.

For any payment through ‘Pay at Door’ (see above) it will take up to 2 business days.


What is Try Before You Buy?

Your TOSHI Assistant can bring the items for you to try first and you only pay for what you keep.


What is the Wait and Try service?

Your TOSHI Assistant will wait while you decide. We will then return any unwanted items back to the brand instantly.

Please note: This service is only applicable for On-Demand Delivery orders.


What is the Size Up/Size Down service?

Select the Size Up/Size Down option if you would like additional sizes brought to you. The TOSHI Assistant will be able to wait and advise whilst you decide which size fits the best.

Please note: This service is conditional upon size availability.


What is the Fitting & Pinning service?

Select Fitting & Pinning as an option if you would like the TOSHI Assistant to advise which adjustments are possible. We cover simple hemming, spaghetti straps and cuffs without detailing. We will take the product for a professional alteration. Once the item is ready, we will get in touch to arrange the delivery.

Please note: Turn around times depend on the complexity of the alteration(s).


What is the Inspire Me service?

Want to complete the look or see alternative styles? Select Inspire Me as an option to either request additional items that you would like to try or let the brand inspire you!

Please note: We will take payment only for what you keep (see above, Pay at Door).


Any Questions?

Email us: CLIENTSERVICE@TOSHI.CO


BECOME A TOSHI ASSISTANT

We are always looking for exceptional candidates to join our service team