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FAQ


WHERE IS BATOKO BASED? DO YOU HAVE A STORE I CAN VISIT?

We're based in the UK and our store is online only at www.batoko.com.

DO YOU SHIP WORLDWIDE?

Yes! We ship to all major worldwide countries. Further information and prices can be found on our shipping page.

WHEN WILL MY ORDER ARRIVE?

This depends on the shipping option you choose. Express Shipping generally arrives in 1-4 working days worldwide. Tracked Shipping can take up to 15 working days worldwide and Standard Shipping can take anything from 1-5 weeks, but up to 6 weeks in some rare cases. You can find all available shipping options and delivery times on our shipping page.

CAN I TRACK MY ORDER?

If you would like tracking, please make sure you select the Tracked or Express Shipping options. If you choose Standard Shipping, you won't get a tracking number and we cannot be held liable if your order is not delivered. Further information can be found on our shipping page.

WHICH SIZE SHOULD I ORDER?

Take a look at our size guides to help you get the best possible fit. If you are still unsure, you can always drop us an email.

CAN I CHANGE/CANCEL MY ORDER?

If you wish to cancel or make changes to your order, please contact us within 15 minutes of placing your order. If you want to add another item to your order, you will need to place a separate order.

HOW DO I VIEW THE PRICES IN MY COUNTRIES CURRENCY?

All prices on this website are shown in GBP £ by default. Simply select your local currency from the drop-down menu at the top of our website to convert the prices on our site. The prices shown in your local currency are an approximate only - your credit card provider/bank/paypal will determine the exact exchange rate that you will be charged.

Please note; currency conversion is for reference only and all payments will be charged in Great British Pounds GBP (£).

WHAT IS YOUR RETURNS POLICY?

Our full returns + exchanges policy can be found here.

WHY DOES THE PRODUCT I WANT HAVE A DIFFERENT SHIP DATE?

Our popular products can sell out super quick. Sometimes we add them to the website in advance, so that you can grab one before it sells out again. The ship date shows the day they are due to arrive at our studio, which is the same day they will ship out to you. This is not the delivery date.

Please note; if you have a pre-order item in your order, your entire order will be shipped on the pre-order date all together.

WHAT PAYMENT METHODS DO YOU ACCEPT?

We accept the following debit/credit cards: Visa, MasterCard, American Express and Paypal.

IS IT SAFE TO PLACE ON ORDER ON YOUR WEBSITE?

Absolutely! BATOKO is based, managed and run in the UK. We use the Secure Sockets Layer protocol (SSL) with an encryption key length of 128-bits (the highest level commercially available) that ensures safe Internet transmission of your personal information. We do not store any credit card details nor do we share your personal information with any third party.

COULD I HAVE BEEN OVERCHARGED?

No. By law, we cannot overcharge you and our system cannot overcharge you.

There may be 2 reasons as to why you might think you've been overcharged:

Currency conversion. If you placed your order from outside the UK and your bank statement is showing a different price, this is the currency conversion from GBP £ to your own currency. E.g. if you placed an order from the United States that totalled to £30.00 GBP and you're bank statement is showing a charge of $50.00 USD, this is actually just the currency conversion from GBP £ to USD $. We have a currency convertor situated at the top of the website, which you can use to change to your own currency at any time - this then allows you to see all the prices on our website in your own currency prior to placing your order. Please note; all payments are charged in GBP. The prices shown in your currency are an approximate and your credit card provider/bank/paypal will determine the exact exchange rate that you will be charged.

Payment authorisation. When you place an order, your bank/credit card/paypal is alerted immediately - this is the authorisation part. When we ship your order we then capture the payment - this is when the payment is officially taken. Sometimes both the authorisation and capture payments can show up on your statement, but if you look carefully only one payment has been taken (usually the 2nd). Our reason for not taking the payment immediately, is so that if we cannot fulfil your order for any reason we won't be leaving you out of pocket and you won't need to wait around for a refund.