FREE SHIPPING ON ORDERS OVER $300

FAQ

HOW TO SAY OKKI

Okki is simply pronounced ‘ok-kee’.

LIMITED EDITION

What does limited edition mean?

Okki is offered in limited edition collections for the first in best dress (literally!). Our clothing and accessories are available to purchase from the Okki online store until sold out. We offer a pre-order service for selected garments to ensure your favourite Okki product is happily received. Limited production runs effectively minimise fashion waste. We promise to make sustainable steps to reduce our environmental footprint.

ORDERING

How do I place an order?

Ordering online with us is a simple process. View the online store when you select shop from the home page menu. Select the garment/s you would like to purchase, choose your size and quantity required and then click ‘add to cart’. You can review the items in your shopping cart at anytime when you click the icon at the top right hand corner of each page and ‘view cart’. Choose to continue shopping or proceed on to the checkout and finalise your order.

Do you have a size guide?

We have provided a choice of comprehensive sizing guides for you to follow with international conversions. These charts can be accessed on each shop page or from the website footer menu. All Okki product sizes are based on standard Australian sizing. We like to keep our sizing as consistent as possible. However, due to variances in fabric types and manufacturing, some sizing may vary. If you need further help, please contact the Okki team, hello@okki.com.au, for their size recommendation.

How do I check out?

Once your shopping cart is full,  simply select the ‘check out’ button. You will then view on screen a prompt asking you to check into your account or to create a new account. Next, select your preferred shipping method and enter any discount or gift voucher coupon codes and ‘apply coupon’ and ‘update totals’ then proceed to ‘checkout’. Finally, you will be directed to complete your payment of goods. Continue to follow the prompts until payment is complete.

How is my order confirmed?

Once your order is complete, a confirmation email will be sent directly to your registered email address. The email will contain the contents of your order and confirm that it  has been received by us. Please ensure that you register an email that is current to avoid any complications with the order process. Your order can also be viewed by logging into MY ACCOUNT.

Where is my confirmation email?

Please allow up to 24hrs for your confirmation order email to be received in the inbox of the email address that you have provided to Okki. If, after this amount of time, your email has still not been received, check your spam/junk mail folder. Still no email? Contact our customer care team via email at hello@okki.com.au and we will confirm your correct email address was entered on your order, assist you with your order confirmation and get your order placed.

I am having trouble placing my order. What do I do?

There may be a common reason why you are unable to place your order. The error message may refer to a credit card concern or a defect with the email address and billing/shipping address you have entered. Re-enter your name, email and billing and shipping details. If you continue to receive the error message, please contact our customer care team via email, hello@okki.com.au, and we will assist you with placing your order.

Will you re-stock sold out items?

All available Okki products are uploaded in our online store. The majority of our styles are described as being ‘limited edition’. This means we are unable to restock them online once they are sold out.

The item I would like to purchase is sold out in my size. Can you help?

We understand the disappointment felt when you favourite product is no longer available online in your size. There may be a very rare occasion when an item is restocked after customer returns and exchanges are made. We recommend that you visit the Okki online store regularly as you may get lucky! Fingers crossed.

Why do I have to create an account?

We encourage you to create an account and join the Okki community. Your account allows you to purchase items, manage your shopping cart, create your wish list, check your order status and receive our newsletter. The Okki newsletter shares our new product arrivals, sales promotions, brand news and other exclusive brand happenings.

I can’t log into my account. Can you help?

If you have attempted to log into your account several times using the correct email and password, but still cannot log-in successfully, please contact our customer care team, hello@okki.com.au, for help.

Can I cancel or make changes to the order that I just placed?

Please contact us immediately if you wish to change or cancel your order. Once an order is processed, it is not always possible to complete your request. Contact our customer care team via email, hello@okki.com.au, with your change/cancellation requirements written clearly in the email. This will avoid any confusion with processing your order.

If I cancel my order will I be charged?

If your order has not been processed and packed for shipping it will be refunded to the same method of payment that was used to purchase the goods. Unfortunately we are unable to cancel an order that has been processed and packed for shipping. In this case you will receive the delivery and must follow or returns and exchanges guidelines.

I have requested a refund. How long will my refund take to process?

If your request for a refund has been accepted and confirmed by us, you will be notified via email once the refund process is complete. The amount of time it takes for the full refund amount to appear in your account is dependent on your original method of payment, your credit card issuer and/or PayPal’s and AfterPay’s agreement with your bank. Please ask your bank directly for the refund processing time.

Can I receive my refund on a credit card that is not the one I used for my order?
For security reasons, we cannot refund a credit card that is different from the one used for your online purchase.

How can I update my contact details?

You can easily update your contact details when you log-in to your Okki account. Select MY ACCOUNT tab in the top right hand corner of each web page. Select the DASHBOARD or DETAILS tab where you can then manually ‘edit’ your personal information as required. We recommend that you log-in to MY ACCOUNT and confirm that your contact details are up to date before placing an order.

How can I update my shipping and billing address?

You can easily update your contact details and billing/shipping address by logging into your Okki account. Select MY ACCOUNT tab in the top right hand corner of each web page. Select the ‘ADDRESSES’ tab where you can then manually ‘edit’ your personal information as required. Updating your billing address does not update your shipping address. Pleas individually edit both addresses. We recommend that you log-in to MY ACCOUNT and confirm that your shipping/billing address  are up to date before placing an order.

How can I update my password?

You can easily update your password when you log-in to your Okki account. Select MY ACCOUNT tab in the top right hand corner of each web page. Select the DASHBOARD  tab where you can then manually change your password. We recommend that you change your password regularly and keep your password safe and secure.

 

 

 

 

 

 

 

 

 

 

 

 

 

SHIPPING AND DELIVERY

How can I check my order status?

It is very easy to check your order status. Sign into MY ACCOUNT and select ‘orders’. Choose which order you would like to track and select the action ‘view’. You can also view your recent orders from your account DASHBOARD.

When will my order by dispatched?

We aim to dispatch your order within 2-5 business days after purchase. Customers will be notified via email or telephone of any dispatch delays. Deliveries are posted Monday to Friday during business hours only. Purchases made outside of business hours, weekends or public holidays will be processed within 2 – 5 business working days.

How much do you charge for domestic and international shipping?

Local and International shipping and handling fees are calculated in the Okki online store when you check-out. Orders under $300 AUD, shipped to an Australian postal address, will be charged a flat fee of $10.00 AUD. If you cannot wait for your goods express post can be selected at checkout and charged at a premium postage fee. Orders over $300 AUD will be shipped locally for FREE.

How much do you charge for international shipping?

All international Okki orders are delivered with DHL (including tracking number) for a flate rate of $35 AUD.

I have placed an international order. Will I pay taxes and duties when I receive free shipping?

We will happily shout you free shipping on your order over $300 AUD but unfortunately we are unable to pay for the taxes and duties you may be charged as your order passes through your national customs department. Any of these additional charges must be paid by the person receiving the goods.

Do you ship to P.O. Boxes?

We are unable to ship orders to a P.O. Box address. You must provide a secure street delivery address for your anticipated parcel. Okki will not be responsible for lost or stolen parcels. Its better to be safe than sorry.

Which shipping company will deliver my parcel locally in Australia?

All Okki orders are delivered within Australia by Australia Post parcel bags.

Which shipping company will deliver my parcel internationally?

For all international Okki orders your parcel will be delivered by the good folks at DHL.

Where is my order? I have not received it yet.

If your goods have not been received within the estimated shipping times from our domestic and international delivery services, please contact our customer care team via email at hello@okki.com.au. Please include in the email your full name, address, contact number and order number. We can lodge a tracking request on your behalf. Please always double check your delivery address when placing an order. We cannot be responsible for lost goods due to the wrong address being used in your account. Read our shipping guidelines here.

Why can’t I track my parcel and receive updates?

Not all countries provide parcel tracking updates. For international orders, please allow sufficient time for your delivery to be processed through your national customs department. Once your parcel is cleared, you can expect tracking updates to be available on the postal or other delivery service website.

Will DHL deliver to my country?

Our international delivery service DHL will not serve a number of specified countries until further notice. These countries are listed on their website.

RETURNS

What is you returns policy?

If you are seeking to exchange or return a product we recommend that you read our informative returns policy.

How long will it take for my return to be processed?

Please allow 10 business working days (depending on peak times) for us to complete your return, refund or product exchange. We will notify you via telephone or email when the process is complete.

Can I drop my return directly to you?

Okki do not have a bricks and mortar store that you can personally visit so all returns must be sent to us using a mail delivery service. Please read our returns policy for the returns process.

Where do I send the products that I would like to return?

All returns must be sent to, Okki Returns, P.O.Box 759, Torquay, Victoria, 3228, Australia.

I have completed my return form but decided to keep my order. What should I do?

We are thrilled that you have changed your mind and decided to keep your order. Please contact our customer care team via email, hello@okki.com.au, to let them know the good news and we will cancel the returns process.