Return Instructions
Please return your OOAK Jewelry products as the same as they were delivered (including packaging boxes, tags, delivery notes, brochures, gifts, etc.), so that they can be used for secondary sales, otherwise your return may be refused.
15-Day Return Policy
We want you to feel comfortable and confident when shopping at OOAK, that’s why we offer a 15-day return & exchange policy. If for any reason you're not satisfied with your purchase, you may return or exchange the unused item in its original condition as long as you contact us within 15 days from the delivery date.
After-sales Questions
Q: Which items are non-returnable?
• Any items not sold on the OOAK official website
•Any used items
• Missing or damaged items such as product packaging boxes, tags, warranty cards, shipping invoices, brochures, and gifts that affect resale.
• Items with quality issues due to abnormal use, improper storage, or maintenance.
• Items without original invoice has been issued but not returned to us.
•Customized products with no quality issues; returns or exchanges based on personal preferences will not be accepted.
•Any used items
• Missing or damaged items such as product packaging boxes, tags, warranty cards, shipping invoices, brochures, and gifts that affect resale.
• Items with quality issues due to abnormal use, improper storage, or maintenance.
• Items without original invoice has been issued but not returned to us.
•Customized products with no quality issues; returns or exchanges based on personal preferences will not be accepted.
Q: Return Packaging Standards
Each individual product should be placed in a separate transparent bag; do not place two items in one bag (for example, one pair of earrings should be packed in two separate transparent bags). Next, wrap all the products in bubble wrap and place them in a cardboard box. If there is any empty space in the box, fill it with bubble wrap to prevent the products from shifting or rubbing against each other. Also, make sure to protect against compression and water damage. If items are damaged during return transit or if the packaging box becomes unusable, you will be responsible for any associated expenses.
Q: Does the buyer need to pay for the shipping fees?
For all other personal reasons requiring a return, the buyer is responsible for return shipping costs and international customs fees. These fees will be communicated to you after contacting our staff.
Q: How do I return my item?
Before returning an item, please contact our customer service at info@theooak.com with your request. Provide your order number and the reason for the return, and include a clear picture of the product.Our team will issue a return authorization and provide detailed instructions on how to send the item back to us.
Q: Exchanges
Unfortunately, we don’t offer exchanges at the moment, but you can place a new order and follow the return process outlined above.Your refund will be processed as soon as we receive the returned package.
Q: Refund
If the buyer chooses to return items in accordance with the return policy, OOAK will refund the purchase price paid by the buyer, excluding the original shipping fees. Once your return is received and inspected, we will process the refund within 10 days, and a credit will automatically be applied to your credit card or original method of payment.
Please note that the returned items must be in their original condition for OOAK to process the refund. If the item's characteristics or functionality are damaged due to the buyer's handling, resulting in a decrease in its value, OOAK reserves the right to refuse the refund request. To avoid rejection of your return request, please ensure that the product you wish to return is in its original condition with all tags and packaging intact.
Please note that the returned items must be in their original condition for OOAK to process the refund. If the item's characteristics or functionality are damaged due to the buyer's handling, resulting in a decrease in its value, OOAK reserves the right to refuse the refund request. To avoid rejection of your return request, please ensure that the product you wish to return is in its original condition with all tags and packaging intact.
Q: WARRANTY POLICY
•OOAK jewelry comes with a complimentary 12-month warranty, starting from the date of shipment. Accessories such as jewelry pouches, mirrors, and scarves are not covered by this warranty.
•Repair time typically takes 30-40 business days (excluding shipping time). For severe damage or special designs, the actual time required may vary.
•Please note: this service does not include shipping costs unless the issue is due to a product defect or an error on our part, in which case we will cover the shipping fees. If you require repair services or have any questions, please contact us via email at: info@theooak.com
•Repair time typically takes 30-40 business days (excluding shipping time). For severe damage or special designs, the actual time required may vary.
•Please note: this service does not include shipping costs unless the issue is due to a product defect or an error on our part, in which case we will cover the shipping fees. If you require repair services or have any questions, please contact us via email at: info@theooak.com
