Studio Closure Information
Our studio is temporarily closed and will re-open on Monday 12th June 2017. We are still accepting orders during this time, but please note; customer service is on holiday and orders won't be shipped until we're back on Monday 12th June 2017.
We've added some information below to help with all enquiries whilst we're away.
ORDERS + SHIPPING
Orders placed after 12pm [GMT LONDON / UK TIME] on Thursday 1st June 2017 will be shipped Monday 12th June 2017.
Please note: all pre-orders and back-orders placed before 12pm on Thursday 1st June 2017 have been shipped and are on the way to you. To avoid confusion with pre-orders and back-orders, please check your original order confirmation email - if it states "Pre-Order: Ships in June" near the size, then this was a pre-order/back-order.
HELP WITH SIZES
You can find all the information you need regarding sizing on our detailed size guide page here: https://www.batoko.com/pages/size-guide
CANCELLATIONS, RETURNS + REFUNDS
If you have just placed an order and wish to cancel it before it ships, please send us an email with your name and order number. We will contact you on Monday 12th June 2017 with your cancellation confirmation.
If you would like to return your order for an exchange or refund, please follow the instructions on the returns form that came with your parcel. Although we are currently closed, please do not hesitate to return your order within this time, as we will receive it when we re-open on Monday 12th June 2017.
You can also find our full return policy details on our returns page here: https://www.batoko.com/pages/shipping-and-returns
If you are contacting us regarding an order you have returned, this will be dealt with after 12th June 2017. Thank you for your patience.
WHERE IS MY ORDER?
If you placed your order before 12pm on Thursday 12th June [GMT], your order will be on it's way to you. Some shipping methods take longer than others, so check our shipping page for all the estimated delivery times: https://www.batoko.com/pages/shipping-and-returns
Standard Shipping is not trackable and can take up to 6 weeks to arrive in some countries. Please note; this service does not come with tracking, so we can't track it at our end either.
Tracked Shipping is sent via Royal Mail and swaps over to your countries national postal service once it reaches your country e.g. USPS for United States and Australia Post for Australia. Your tracking details are in your shipping confirmation email.
Express Shipping is via DHL. If you are encountering any issues with the delivery of your parcel or if it hasn't arrived in the specified timeframe, please contact DHL directly as they will be able to help you and fix any issues quickly. You can find the contact details for DHL on their website DHL.COM - please ensure that you have your tracking number handy.
All emails will be responded to when we're back after Monday 12th June 2017.