Refund policy

We hope you love your Okaid purchase. However, if something isn't quite right, we're here to help.

Please read the following policy carefully before requesting a return.

Handmade, Made-to-Order & Customised Items

Our handmade, tailored, made-to-order and customised products are carefully created especially for you.

As these items are made to your specifications, we are unable to accept returns or exchanges unless required by applicable consumer law, or where the item has a genuine manufacturing fault or you have received the wrong item.

Products that fall under this policy will always be clearly identified in the product description before you place your order.

Ready-to-Wear Items

For all non-handmade, ready-to-wear items, you may request a return within 14 days of receiving your order.

To be eligible for a return, items should:

• Be unworn and unwashed.
• Be returned in their original condition.
• Include any original packaging where applicable.
• Have the original hangtag attached where reasonably possible.
• Be free from makeup, fake tan, deodorant marks, fragrances, pet hair, stains or any other signs of wear.

Customers are welcome to inspect and try on an item in the same way they would in a retail store.

If a returned item has been worn, washed, altered, damaged or handled beyond what is reasonably necessary to assess its fit, size or appearance, we may reduce the refund to reflect any loss in value where permitted by applicable law.

Once your return has been received and inspected, any approved refund will be processed to your original payment method.

Manufacturing Faults & Incorrect Items

If you believe your item has a manufacturing fault or you have received the wrong item, please contact us as soon as possible.

To help us assess the issue, we may ask you to provide clear photographs before authorising a return.

All returned items are carefully inspected upon receipt.

Examples of manufacturing faults include:

• Broken or defective stitching under normal use.
• Faulty zips, buttons or hardware.
• Seams coming undone due to a manufacturing defect.
• Significant defects in the fabric that occurred during production.
• Receiving the wrong item, size, colour or style.
• An item that differs significantly from its product description.

The following are not considered manufacturing faults:

• Damage caused after delivery, including accidental tears, holes, snags or misuse.
• Damage resulting from incorrect washing or failure to follow the care instructions.
• Normal wear and tear.
• Minor colour variations caused by different screen settings or lighting.
• Natural characteristics of handmade products that do not affect their quality or functionality.
• A change of mind or incorrect size selection.

If our inspection indicates that the issue resulted from misuse, accidental damage, incorrect care or damage occurring after delivery, the item will not be considered faulty. In these circumstances, a repair, replacement or refund may not be available where permitted by applicable law.

Where appropriate, we may offer a repair, replacement or refund.

Pre-Orders

As we begin processing pre-order items shortly after they are placed, pre-orders cannot be cancelled once your order has been confirmed.

If your pre-order item is eligible under this policy, you may return it after receiving it within the applicable return period.

If your order contains both in-stock and pre-order items and you would like them dispatched separately, please contact us before your order is shipped. An additional shipping charge may apply.

Return Shipping

Unless your item has a genuine manufacturing fault, you have received the wrong item, or we are otherwise required to do so by applicable law, customers are responsible for the cost of returning items to Okaid.

Okaid does not provide prepaid return labels or reimburse return shipping costs for change-of-mind returns.

If your item has a genuine manufacturing fault, you received the wrong item, or we are otherwise required to do so by applicable law, we will provide instructions on how to return the item and, where applicable, cover or reimburse reasonable return shipping costs in accordance with your legal rights.

We recommend using a tracked delivery service, as we cannot accept responsibility for items that are lost, delayed or damaged during their return journey.

We are not responsible for returns that are lost, delayed or damaged in transit back to us where a tracked service has not been used or the issue is otherwise outside our reasonable control.

Original shipping charges are non-refundable unless required by applicable law.

How to Request a Return

To request a return, please contact us via the email below within your applicable return period and include:

• Your order number.
• The item(s) you wish to return.
• The reason for your return (optional).

If your return relates to a manufacturing fault or an incorrect item, please include clear photographs to help us assess the issue.

We'll then provide you with full return instructions.

Please do not return any items until your return request has been approved.

Refunds

Once your return has been received and inspected, we'll notify you of the outcome.

If your return is approved, your refund will be processed to your original payment method. Please allow 5–10 business days for your bank or payment provider to process the refund after it has been issued.

If a returned item has lost value because it has been worn, washed, altered or handled beyond what would reasonably be permitted in a physical retail store, we may reduce the refund to reflect that loss in value where permitted by applicable law.

Hygiene

For hygiene reasons, we may be unable to accept returns of items that are returned in an unsanitary condition or show evidence of wear beyond trying them on. This includes, but is not limited to, items returned with makeup, fake tan, fragrances, deodorant marks, pet hair or other signs of use.

Right to Decline a Return

We reserve the right to decline a return that does not meet the conditions set out in this policy, where permitted by applicable law.

Your Consumer Rights

Nothing in this policy is intended to limit or exclude any rights you have under applicable consumer protection laws.

Where local law provides you with additional rights, including rights relating to faulty goods or statutory cancellation rights, those rights will continue to apply.

Email: hey@okaid.store