Our Refund & Return Policy: Simple and Clear

Last Updated: May 11, 2025

Hi from OKOHOKO FASHION! We want you to be happy with every purchase. If something isn't as you hoped, we're here to help.

Here are two important things to know right away about our return policy:

1. You have 14 days to change your mind: From the moment you receive your item, you have 14 days to let us know if you wish to return it.

2. Return shipping costs:

• If you return an item because you've changed your mind or ordered the wrong size, the cost of shipping it back to us will be your responsibility.

• If, however, the product is defective, damaged, or not what you ordered, return shipping will be free and covered by us.

This page explains in detail how the whole process works, in compliance with European and UK regulations.

1. Changed Your Mind? No Problem! (Right of Withdrawal)

It happens! You have 14 days from when you receive your order (or when a person you designated receives it) to inform us that you want to return one or more items. You don't even have to tell us why.

How to Let Us Know:

Just send us an email at: claim@okohoko.com

Remember to include your order number and which products you want to return, so we can help you faster!

What We Ask For Returns:

• Products must be like new: unworn (except to try them on), unwashed, unaltered, with all original tags attached, and, if possible, in their original box or bag.

• You can try on clothes to see how they fit, just like you would in a store, but don't use them if you're thinking of returning them.

When to Ship Products Back:

Once you've told us you want to withdraw, you have another 14 days to ship the products back to us.

ATTENTION: Return Shipping Costs (if you changed your mind or ordered the wrong size)

• Very Important: As mentioned, if you return an item because you changed your mind or ordered the wrong size (and not because it's defective or different from what you ordered (due to our error)), the cost of shipping it back to us is your responsibility. Our products are shipped directly from our international suppliers to offer you the best selection and prices. This means that returns are also directed to international destinations, and shipping costs can be quite high.

• What to Do: Before shipping, we strongly advise you to write to us at claim@okohoko.com. We'll help you understand how to proceed and, if possible, provide a cost estimate.

2. How and When You'll Receive Your Refund

As soon as your return arrives, we'll check it to make sure everything is in order. We'll send you an email right away to let you know we've received it and if the refund has been approved (e.g., if the item is in the required condition).

Refund Timeline:

If everything is okay, you will receive your refund within 14 days from when our team approves the refund process. Sometimes, however, we may wait until we have received the product back or you provide proof of shipment before issuing the refund.

What We Refund:

We will refund the full amount paid for the returned products, including the original shipping costs (if any, as we often have free shipping promotions). If you chose express shipping at the time of your order, this specific cost will not be refunded.

How the Refund is Processed:

We will use the same payment method you used for the initial transaction (e.g., if you paid by credit card, the refund will go back to that card). It won't cost you anything extra.

3. Defective, Damaged, or Wrong Product due to our error? We'll Take Care of It!

We do our best to ensure everything is perfect, but mistakes can happen. If you receive an item that is defective, damaged in transit, or not what you ordered:

1. Notify Us Immediately: Write to us as soon as possible at claim@okohoko.com.

2. Give Us the Details: Include your order number, explain the problem clearly, and send us some photos of the defect or damage. This helps us resolve everything faster.

In these cases, you are entitled to:

• A replacement with an identical or similar product (subject to availability).

• A full refund, which includes both the cost of the product and all shipping costs (original and return shipping for the defective item).

Return Shipping Costs for Defective Items: On Us!

As mentioned, if the product is defective, damaged, or incorrect, we will pay the cost of shipping it back to us. We will give you all the necessary instructions.

4. When You CANNOT Request a Return (Exceptions)

There are some cases, provided by law, where it is not possible to request a return if you have simply changed your mind:

• Sealed goods that are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery (think underwear or swimwear if the protective hygiene strip has been removed). We will always inform you before purchase if an item falls into this category.

• Goods that are made to your specifications or clearly personalized.

5. Accuracy of Sizes and Orders

Please carefully consult the size chart before placing your order, as OKOHOKO™ FASHION cannot be held responsible for any sizing issues due to your misjudgment. However, customer satisfaction is our top priority. If you have any problems with your order, please do not hesitate to contact us at claim@okohoko.com, and we will find the best possible solution together.

6. How to Return Your Order

If your order meets the conditions specified in this policy (particularly in sections 1 and 4), follow the steps below to initiate the return process:

1. Send us an email at claim@okohoko.com, including the following information:

• Order number

• Reason for return (e.g., changed mind, wrong size, defective product, etc.)

• If the return is for a defective, damaged, or incorrect product: clear photographic evidence of the problem (damage / quality issues / different item than ordered / incorrect size label).

• Your full name

• Your full address

2. Wait for Our Response and the Return Address: Once we receive your email and evaluate your request, we will provide you with the appropriate international return address and detailed instructions. Important: Please DO NOT return the item to the sender's address on the original package or to our registered office without prior confirmation and specific instructions from us.

3. Return Shipping Costs: As clarified in the introduction and relevant sections of this policy, return shipping costs are your responsibility if you return an item because you changed your mind or ordered the wrong size. They will be covered by us in the case of a defective, damaged, or incorrect product on our part.

4. Prepare and Ship the Package with Tracking:

• Pack the item, preferably in its original packaging, with all accessories and labels.

• Ensure that all return shipments are accompanied by a tracking code.

• Once shipped, email us the tracking code. Without a valid tracking code emailed to us, we cannot guarantee a full refund, as it is essential for us to verify the return and process the refund accurately. We STRONGLY recommend using a trackable shipping service and keeping the shipping receipt. This is crucial because, in the event of loss or damage to the package during return transit, we cannot be held responsible if there is no proof of trackable shipment.

7. Exchanges

The quickest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Please remember, as specified in the "ATTENTION: Return Shipping Costs" section, if the exchange is due to your error (e.g., wrong size) or a change of mind, the shipping costs for returning the original item will be your responsibility.

8. Info for Our Customers in Europe, UK, and the Rest of the World: Shipments Without Surprises (DDP)

Good news! All prices you see on our OKOHOKO FASHION online store for Europe, the UK, and most international destinations already include taxes and customs duties (yes, we use DDP - Delivered Duty Paid shipping). This means the price you see is the final price, and you won't have to pay anything extra when the package arrives. For some specific international destinations, there may be exceptions; in such cases, any additional costs will be clearly indicated before checkout.

9. Have Questions? Contact Us! (Registered Office)

For formal matters or general questions not directly related to a specific return, you can refer to:

• Registered Office (for formal matters): 30 N Gould St #38611, Sheridan, WY 82801 - Unites States 

For direct assistance with returns, please see the next section.

10. Contact Information for Returns and Assistance:

For any questions, concerns, or to initiate a return process, please do not hesitate to contact our dedicated customer support team. We are here to help you. You can reach us through the following methods:

• Live Chat (recommended, simpler and faster): ask here any questions before starting a Return Process: https://okohoko.com/#chatty-home 

• E-mail: To start a Return Process, send us an email at claim@okohoko.com

• Need help anytime? Our AI Support Expert is available 24/7. For more specific support from our team of agents, we guarantee a response within 24 hours.

We are committed to responding to your inquiries promptly and efficiently. Our standard response time is usually within 24 hours. However, please understand that during peak periods or high traffic, our response times may be longer. We assure you that we strive to answer your inquiries as quickly as possible.

11. Online Dispute Resolution (for EU Customers)

If you live in the European Union and have a problem that we cannot resolve together, you can use the European Commission's online dispute resolution platform. You can find it here: http://ec.europa.eu/odr.

OKOHOKO™ FASHION is willing to use these bodies to resolve disputes.

Thank you for choosing OKOHOKO™ FASHION!

We reserve the right to update this policy from time to time. You will always find the most current version on this page.

P.S. IMPORTANT – PLEASE READ CAREFULLY:

• DO NOT SEND RETURNS TO THE ADDRESS INDICATED ON THE PRODUCT PACKAGING OR TO OUR COMPANY'S REGISTERED OFFICE. A dedicated return address will be provided to you exclusively by our customer support team after you have initiated the return process and it has been approved. Any returns sent to unauthorized addresses cannot be processed.

• ALL RETURNS (EXCEPT FOR THOSE FOR DEFECTIVE, DAMAGED, OR INCORRECT PRODUCTS ON OUR PART, AS SPECIFIED IN SECTION 3) WILL BE SHIPPED TO OUR INTERNATIONAL OR INTERCONTINENTAL WAREHOUSES AT THE CUSTOMER'S EXCLUSIVE EXPENSE. This includes shipping costs and any other expenses associated with returning the product.