FAQs
Ordering with us.
How to place an order?
To order with us is simple and as stress free as possibly could be.
Browse our website, add any items you would like to purchase to your cart and checkout. At checkout you will be able to select a shipping method and add any promotional codes that are available. Payment can only be made using PayPal at this moment in time. Once your order is completed you will receive an email confirming your order.
Unfortunately we are unable to take orders via telephone or email.
How do I know my order was successful?
You will receive an automated email confirming your order was successful and is ready to be processed by our dispatch team.
Once your order has been shipped you will receive another email confirming your order has left our warehouse.
By advertising Goods on the Website, We are inviting You to place an Order with Us. If You place an Order, We are not obliged to accept that Order and the Contract between Us will only be formed if and when We accept Your Order. Neither submitting an electronic order form, nor completing the checkout process constitutes Our acceptance of Your Order. Our acceptance of Your Order and the completion of the Contract between You and Us will take place upon dispatch to you of the Goods. You may include any number of items within a single Order, subject to any restrictions set out in these Terms or on the Website and each Order, which You place, will be a separate Contract between Us. We reserve the right to refuse to supply Goods to any person.
Are all items on your website in stock?
If the item you would like to purchase is available on our website then this means we have the item in stock. However, due to amount of orders we receive it is not possible to eradicate all discrepancies, on very rare occasions an item may be sold out but still available to purchase, if this is the case we will inform you via email as soon as possible.
Can I cancel/amend my order?
We are able to change or cancel orders in accordance with the Distance Selling regulations. If your order has been placed, but not dispatched, we will make the change or cancellation straight away wherever possible. Please email our customer service team for assistance.
Please note we can make no guarantees to change orders prior to shipping but we will try our best to do so.
If you have already received your goods then we are happy to cancel or make changes in accordance with the UK Distance Selling Regulations, and our Returns Policy. Please see our returns section for more information.
I’ve not received my order, where is it?
If you have not received your order within the estimated time then please check the following before contacting our customer service team.
Check you have received an email confirming your order has been dispatched.
Check the tracking information that is included in your dispatch confirmation email using the relevant link.
Check for emails, phone calls and attempted delivery cards from one of our couriers, it may be that your parcel is being held at your local depot awaiting collection or redelivery.
Check nobody at your address has taken delivery on your behalf.
Although our couriers should not leave your parcel with a neighbour it’s always worth checking with your neighbours just in case.
My order is incorrect/missing an item?
If you have received your order and you are missing one of your items or have received an incorrect item then please contact our customer service team customer.services@okuhstudios.com
Please quote your order number and provide us with the name of the item so that we can look into this for you and get the error amended as quickly as possible.
Shipping
Which courier will deliver my order?
We use UPS EXPRESS Shipping on all our orders.
We reserve the right to use an appropriate shipping method on all orders. If you require a specific courier we may ask for further payment to cover any charges incurred.
How long is delivery?
Standard UK delivery – We aim to deliver all UK orders between 1 and 2 working days. Weekends and bank holidays are not considered as working days.
International orders usually arrive within 2-7 working days, shipment times can vary depending on whether your order is subject to customs and duty charges that are beyond our control. Please allow a minimum of 15 working days before contacting our customer service team regarding late or no delivery of your order.
How much is delivery?
UK Standard Shipping – £2.90 (free on all orders over £70.00)
European Standard Shipping – £5.60 (free on all orders over £70.00)
North America Standard Shipping – £4.90 (free on all orders over £70.00)
Rest of the World Shipping – £6 (free on all orders over £70.00)
How can I track my order?
A tracking number will be included in your dispatch confirmation email.
Please use the following links to track the whereabouts of your order.
UPS - https://www.ups.com/track?loc=en_GB&requester=ST/
Royal Mail - https://www.royalmail.com/track-your-item
Parcel Force - http://www.parcelforce.com/track-trace
How do I know my order has been dispatched?
An email will be sent confirming your order has left our warehouse your tracking information will also be included in this email.
What if I’m not at my address when my order is delivered?
If Royal Mail attempt delivery when you are not in a card will be left with details on how to arrange re-delivery or collection. Failing this you can track your order at https://www.royalmail.com/track-your-item and rearrange delivery.
If your parcel is not called for it will be returned to us, once we receive it we will be in touch via email.
Please note – when collecting your order from a courier depot you may be required to provide photo ID.
Can I amend my delivery address?
If you have made a mistake with your address when placing your order please contact us immediately so we can try to rectify your details. Please quote your order number when doing this to speed the process up.
Please note if your order has already left our warehouse then we are unable to amend the shipping details.
If your order can not be delivered due to the address being incomplete or being refused at the address we will contact you directly, this will not be until the item is returned to us.
Do you deliver to my country?
We deliver to almost every country, if you are unsure please contact our customer service team.
customer.services@okuhstudios.com
Will I be required to pay Customs and Import charges?
Any customs or import charges that occur are the responsibility of the recipient, these will be charged at the point of delivery. Unfortunately we have no control over these charges as all charges will vary depending on the destination selected.
Paying What payment method do you accept?
Amazon Pay
Apple Pay
PayPal
Klarna
Credit Card
In cooperation with Klarna Bank AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden, we offer you the following payment options. Payment is to be made to Klarna:
· Pay later.
Further information and Klarnas user terms you can find here. General information on Klarna you can find here. Your personal data is handled in accordance with applicable data protection law and in accordance with the information in Klarna's privacy statement.
When will payment be taken from my account?
Payment is usually taken as soon as the order has been placed. It can take up to 5 working days before the funds show as having left your account.
Returning
How do I return my order?
Full details on how to make a return can be found on our returns page
How do I know you have received my return?
We try to process all returns within 5 working days of receiving them this is not always possible during busy periods. An email will be sent once the return process has been completed.
How long does it take for the funds to be back in my account?
Refunds are usually processed within 5 working days and the funds are usually back in your account within 48 hours. As soon as the refund is completed the amount of time it takes to appear back in your account is beyond our control, if you do have a concern please contact our customer service team who will do their best to help resolve the matter.
Do I have to pay for return postage?
I’ve not been refunded the full amount?
If you have returned your item(s) for being not suitable we are only able to refund the item(s) cost this will not include the original delivery cost.
Should your item(s) be faulty a full refund will be issued including the original delivery charges and the return delivery cost.
Products
Are more sizes available?
The sizes shown on our website are the only sizes available. Please keep checking the item as a return may be made and added to our website.
Will you be getting a restock?
Where possible we will restock popular items, as soon as we receive a restock this will be added to our website. It’s worth following us on Twitter, Instagram and Facebook to keep up to date with restocks and new products.
The item I ordered is now in the sale, can I get a refund for the difference?
As an online business our prices change in accordance with trends, customer demand and stock availability we are, therefore, unable to refund the difference in price when an item you have purchased goes into sale, although we do appreciate how frustrating this can be. You are more than welcome to return the item for a full refund and then re-order the item at its markdown price, provided it is returned in accordance with our returns policy. Please note, we cannot guarantee that another customer won't purchase this item before you get chance to do so.