FREQUENTLY ASKED QUESTIONS
What areas does Stephen Webster Concierge cover?
Stephen Webster Concierge is currently covering London zones 1-4.
Does the service follow Covid-19 guidelines?
The safety of our clients and TOSHI assistants are of paramount importance to us.
All TOSHI assistants follow recommended local Covid-19 protocols by wearing face masks and making use of hand sanitiser and gloves throughout their journey. We can also offer contactless delivery options if preferred.
What is Pay at Door?
Pay at Door is the ability to purchase the items you like. Your TOSHI Assistant will take payment at your location. TOSHI are able to accept Visa, MasterCard, American Express, Maestro, Visa Electron or Vpay logo but not Discover, JCB, Union Pay or cash. Any unwanted items will be returned back to us.
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 is the Wait and Try service?
Your TOSHI assistant will wait while you decide. Your TOSHI assistant will then return any unwanted items immediately.
Please note: This service is only applicable for On-Demand Delivery orders.
What is the Inspire Me service?
Want to complete the look or see more?
Select Inspire Me as an option to either request additional items that you would like to try or let the us inspire you!
Please note: We will take payment only for what you keep (see above, Pay at Door).
What if my order is a gift?
Please let your TOSHI assistant know by emailing us at CLIENTSERVICE@TOSHI.CO to ensure the most memorable experience.
How long does it take to get my refund?
For orders placed through the Stephen Webster website, it can take 5 - 10 business days for a refund.
For any payment through ‘Pay at Door’ (see above) it will take up to 2 business days.