Return & Exchange

 

OKLORA Returns & Exchanges Policy

At OKLORA, we are dedicated to providing a seamless and premium shopping experience. If you are not entirely satisfied with your purchase, we facilitate returns and exchanges in accordance with the following terms and conditions.

1. Order Cancellation

  • Window: Orders may be cancelled free of charge within 24 hours of payment, provided the order has not yet entered the fulfillment or shipping process.
  • Restrictions: Once an order has been dispatched, cancellation is no longer possible. For urgent modifications, please contact our Concierge Team immediately.

2. After-Sales Eligibility Period

  • Discrepancies & Damages: Any reports regarding defective, damaged, or incorrect items must be submitted within 24 hours of delivery.

  • Standard Returns: Formal requests for returns or exchanges must be initiated within 14 calendar days from the date the tracking status is marked as "Delivered."

  • Requests submitted beyond this 14-day window will be ineligible for processing.

3. How to Initiate a Request

To submit a return or exchange inquiry, please click the Customer Service icon at the bottom right of our official website and provide the following:

  1. Order Number

  2. Registered Email Address

  3. Detailed Description of the issue.

  4. High-Resolution Photos of the product and its original packaging (required for quality assurance review).

Upon approval, our team will provide you with the official return address and step-by-step shipping instructions.

4. Return Condition Requirements

To qualify for a refund or exchange, returned items must strictly adhere to the following "As-New" standards:

  • Unworn & Unaltered: No signs of wear, washing, tailoring, or damage.

  • Original Tags Intact: All brand labels, hangtags, and security seals must remain attached and untampered.

  • Complete Packaging: All original dust bags, gift boxes, and protective materials must be returned in their original state.

  • Pristine Condition: Items must be free of stains, odors (including perfume or smoke), pet hair, or any man-made markings.

⚠️ Disclaimer: Items that fail to meet these criteria will be deemed ineligible for a refund and may be returned to the sender at their expense.

5. Process & Timelines

For Returns

  • Verification: Once your request is reviewed, you will receive a Return Authorization.

  • Logistics: The customer is responsible for organizing return shipment and covering all associated costs (shipping, taxes, and duties).

  • Settlement: Refunds are issued within 3 business days following a successful inspection by our quality control warehouse.

For Exchanges

  • Inventory Check: Our team will verify real-time availability for your requested size or color.

  • Alternatives: Should the desired item be out of stock, we will offer a store credit, an alternative selection, or proceed with a standard refund.

6. Refund Procedures

Refunds are credited back to the original payment method. Please note the following processing times:

  • Credit Card: Typically reflected within 7 business days (subject to your bank’s internal processing times).

  • PayPal: Typically reflected within 48 hours after the refund is processed.

7. Shipping, Taxes & Customs

  • Liability:

    • Customer-Initiated Returns: If the return is due to personal preference (e.g., change of mind, sizing), the customer shall bear all return shipping costs. Exact fees are determined by the courier service selected.
    • OKLORA-Attributable Returns: If the return is necessitated by an error on our part — including but not limited to damaged, defective, or incorrectly shipped items — OKLORA will cover the return shipping costs in full.

  • Tracking: We strongly recommend using a reputable carrier that provides tracking and customs clearance support. Please retain your tracking number for verification.

  • COD Policy: We do not accept parcels sent via Cash on Delivery (COD).

💡 Important Notices

  • Final Sale Items: Custom-made products, intimate apparel (including underwear), and clearance/archive accessories are non-returnable and non-exchangeable.

  • Third-Party Items: Please ensure only OKLORA products are included in your return. OKLORA is not liable for non-brand items sent to our facilities.

  • Right of Refusal: OKLORA reserves the right to decline any return or exchange that does not comply with the aforementioned policy.

If you require further assistance, our Customer Service team is available to guide you through the process. Thank you for your patronage.