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GENERAL

How do I sign up with Tokyoninki?  To sign up, click on the SIGN UP button at the top left hand corner of the top bar. you may also enter your email address to subscribe to our newsletters for special offers!

How do I know Tokyoninki latest news and promotions?

You may enter your email address to subscribe to our newsletters to get latest updates about our New Arrivals, Best Seller Products and Special Deal. You may checkout our Tokyoninki Facebook page (https://www.facebook.com/tokyoninki) for updates.

How can I view and update my account details? Once you are registered with Tokyoninki, you may at any timemanage all of your personal information and orders by logging into your account and accessing the "My Account" section of the Website.

I have a user account with Tokyoninki but forgot my password, what should I do ?

It is easy, just go to SIGN IN page and click on the Forgot password link. You will be prompted with a window and please enter your email address (it must be the same email address you registered with Tokyoninki. The password will be sent automatically to the registered email address.

Are Tokyoninki's products genuine? Tokyoninki only carries products which are 100% genuine directly from the brand owner or authorized distributor.

Is it possible to get more details about a product? Please email us at sales@tokyoninki.com or contact our Customer Service personnel at +603-78806999 and where possible we will be happy to provide you with more information.

ORDERS & PAYMENT

Are your transactions all denominated in Malaysian Ringgit (MYR)? Yes. All prices and transactions are only in Malaysian Ringgit (MYR).

How do I make payment for my purchases?You will need to be logged in to your Tokyoninki account. Payment can be made online using most Visa or Mastercard credit cards or debit card via RHB Bank, CIMB Clicks, Maybank2U, EON Bank, MEPS Cash, Mobile Money, Webcash and MEPS FPX.

How do I know the status of my purchase? If a purchase has been successfully transacted, an order confirmation screen will appear displaying your order reference number. You will receive a confirmation email that contains the details of your purchase and an order reference number. If for any reason the transaction was unsuccessful, kindly place the order again. In case of any doubt, feel to contact our customer service personnel at +603-78806999 and we will be happy to verify your transaction for you.

Where will I find my order ID or order reference number?

Once you have placed an order, you will receive a confirmation email from us which will have your order reference number on it. Please keep this in case you need to get in contact with us. Alternatively, you can refer to your Order History upon signing into your Tokyoninki Account.

Can I change or cancel my order? You cannot modify or cancel an order after your payment has been made. However, if you have any problems with your purchase, contact us at +603-78806999 and we will try our best to assist you.



BELOW FAQ SECTION ONLY APPLICABLE IF YOU OFFER IPAY88 PAYMENT OPTION
 

When I click on the button "Credit Card Payment with ipay88", nothing happens after that. Why?

Please examine the settings of your internet browser if pop-up blocker is turned on. We need the pop-blocker to be turned off. For Internet Explorer users, go to Tools->Pop-Up Blocker->Turn-Off Pop-Up Blocker.

What is ipay88?

Tokyoninki accepts online credit card payment using ipay88 (accredited by Bank Negara Malaysia) and it is a secure online system that offers our customers safe transaction over the internet. ipay88 also uses 3D secure where extra authentication from the bank is required. 

Why do I have Mobile88.com in my credit card transaction records rather than Tokyoninki?

Do not worry because our payment gateway partner, ipay88 (owned by Mobile88.com Sdn Bhd) collects payment on behalf of Tokyoninki.   

Why Mobile88.Com is on my billing statement?

iPay88 Sdn Bhd has appointed Mobile88.Com Sdn Bhd as its sole authorized reseller of all iPay88 merchants. If you have a Mobile88.Com or Mobile88.Com Sdn Bhd charged on your statement, it is very likely that you or someone in your household placed an online order with us.

How do I know if my payment has gone through?

When you submit your payment details, the iPay88 payment service will request authorisation from your Card Issuer and carry out any fraud screening checks on <>. Depending on the outcome of the authorisation request, you will see either a successful or a failed message on screen which will confirm the result of your transaction. 

A successful payment will also be confirmed by email. This email will include the details of your purchase and your Transaction ID, which is a unique reference for your payment, and should be quoted on any correspondence with Tokyoninki. It will be sent by iPay88 to the email address you have provided when entering your payment details.

 If you receive more than one email and you have only made one purchase, please contact Tokyoninki and inform us that you have placed multiple orders by mistake. We will arrange a refund if necessary.

Why my payment was declined?

This could be for many different reasons, however, iPay88 is not informed of the exact reason why the transaction has been declined. Reasons why your payment was declined include:

  • Some of the card/personal details entered does not match the information held by your Card Issuer

  • You do not have enough cleared funds on your card to cover the amount of the purchase

  • Your card has been reported as lost/stolen and been cancelled by your Card Issuer

  • Your card has or is due to expire and has been replaced by your Card Issuer

  • Your card has recently been replaced by your Card Issuer but not yet activated

  • Your card cannot be used to pay for goods/services in a Cardholder-Not-Present environment (online/over the internet)

  • There may be a problem with your Card Issuer’s authorisation system

  • You haven't activated 3-D Secure (Verified by Visa and MasterCard SecureCode) of your cardIf you are sure that one of the reasons above does not apply to your payment attempt, we recommend that you try again. However, should the problem persist, please contact your Card Issuer to find out further information.

If this means you are unable to pay by credit card or Online Banking through iPay88, please email us at sales@tokyoninki.com.


DELIVERY

Where do you deliver to?  All products are deliverable to Malaysia and internationally.

When will I receive my order?

Nationwide Delivery:

We aim to send out all items at the same dayafter order placed during working days before cut off time (cut off time: *12pm daily). You can expect your items to be shipped out within 3 working days (Monday-Friday) of your purchase, excluding public weekends & holidays. You will receive an email with your tracking number once your order has been shipped.

* base on international time zone : GMT +8.00

International Delivery:

Estimated transit time for each country http://www.pos.com.my/pos/appl/business/international_delivery_standard.html.

Transit times are subject to custom's clearance, transport conditions and volume of mail traffic, and may take 6 to 9 weeks to arrive. Tracking numbers will be provided via email once your order has been shipped out. You may track your international parcel here: http://www.track-trace.com/post

Do I need to be present at the time of delivery? We use an express courier service to deliver all orders. A person will be required to sign and accept delivery of the purchased product(s). This is to verify that the goods were delivered and received correctly.

I have not received my parcel. Who can I contact? Please get in touch with our team at +603-78806999 or email us at sales@tokyoninki.com.

How much are the delivery charges?

Nationwide Delivery:

Delivery within Malaysia is free of charge for purchases above RM50.

For purchases below RM50, a flat fee of RM8 will be imposed for delivery nationwide.

You can view your final delivery charges upon checkout.

International Delivery:

International delivery is free of charge for purchases above RM200.

For purchases below RM200, a flat fee of RM30 will be imposed for delivery.

You can view your final delivery charges upon checkout.

Is your company compliance with International regulations?

Cason Trading Sdn Bhd (Tokyoninki) is a company regulated under the laws of Malaysia. We operate in Malaysia and all our products comply with all the laws and regulations of Malaysia. We do not guarantee compliance with specific local laws, regulations or specifications under the local jurisdictions of individual customers. 

RETURNS/EXCHANGES/REFUNDS

What is the return and exchange policy? Your total satisfaction is our primary concern. If your order is incorrect, defective or for some reason you aren't satisfied with the product, kindly contact usat +603-78806999 or email us at sales@tokyoninki.com. We have a 14 day return policy upon receipt of order by the customer, subject to the below terms and conditions:

  • Item must be in their original packaging, unmarked and not defaced in any manner.

  • No refund will be issued if the product shows signs of use.

  • Our guarantee does not cover accidental damage or wear of product caused by customer.

All returns will be reviewed first by Tokyoninki and we reserve the right to perform action including:

  • Replacing the product with a new item of the same original order
  • Replacing the product with a new item of the same value

  • Full refund in cash.

Shipping and Handling charges are not refundable. However, we will pay the return shipping costs if the product is defective or the return is a result of our error. If the item is returned for any other reason, customers are responsible for the return shipping amount. No returns will be accepted after 30 days

How do I return an item? For all return requests, please email us at sales@tokyoninki.com, including your contact details, Order ID and the reason for return. Alternatively, you can reach us at +603-78806999. We will inform you once your request has been received and proceed with the refund as appropriate.


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