Returns & Refunds Policy
We want you to shop Ookielz with clear expectations. Please read this policy before placing an order.
Last updated: 27 October 2026
Requesting a Return
If an item arrives damaged, defective, incorrect or materially different from its listing, contact us through the Contact Us page and include your order number, a description of the issue and clear photos where relevant. Please keep the item and its original packaging until we respond.
Return Eligibility
Items must be assessed against the product listing, condition on arrival and applicable consumer law. For hygiene and personal-care reasons, opened or used beauty products and fragrances may have restrictions, except where a remedy is required by law for a defective, damaged or incorrect item. Jewellery should be returned unused and with its original packaging where return is approved.
How to Send an Item Back
- Contact us before sending an item back.
- Wait for return instructions and confirmation of the return address.
- Pack the item securely and include the order reference.
- Keep proof of dispatch until the matter is resolved.
Refunds
Once a return or refund request is reviewed and approved, we will communicate the outcome and process any eligible refund to the original payment method where possible. The time taken for the amount to appear may depend on the payment provider or bank. Any legally required remedy will be handled in accordance with applicable law.
Exchanges, Cancellations and Shipping Charges
Contact us as soon as possible if you need to request a cancellation or exchange; an order may not be cancellable after it has been dispatched. Any return-shipping responsibility and available exchange options will be explained when we review the request and will be consistent with applicable law.
Contact Us
For a return or refund request, use our Contact Us page and include your order number. Do not send products to an address before receiving return instructions.