If you notice an issue on the products or anything else on the order, please submit a problem report by sending an e-mail to: email@example.com
Any claims for misprinted/damaged/defective items must be submitted within 4 weeks after the product has been received. For packages lost in transit, all claims must be submitted no later than 4 weeks after the estimated delivery date. Claims deemed an error on our part are covered at our expense.
Wrong Address – If you provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you.
Unclaimed – Shipments that go unclaimed are returned to our facility and you will be liable for the cost of a reshipment to yourself.
Returned by Customer – Please contact us before returning any products. We do not refund orders for buyer’s remorse, and size exchanges.
Notification for EU consumers – According to Article 16(c) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for the supply of goods made to the consumer’s specifications or clearly personalized, therefore OKIHANA reserves rights to refuse returns at its sole discretion.
Claims to the Carrier – It is your responsibility to file any claim with a carrier for a lost shipment if carrier tracking indicates that the Product was delivered. In such case Okihana will not make any refunds and will not resend the Product.
Okihana will review replacement/return requests only if (a) there is a broken Product, or a print error if Okihana is at fault and (b) Okihana receives a complaint within 30 days from the day the Product was delivered or within 30 days after the estimated delivery date, if the Product is missing.
This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.