Returns & Refunds
We want every piece to feel right when it arrives. If it does not, we keep the return process simple. Below is everything you need to know — sizes, timing, costs and what happens next.
The short version
14 days to request a return after delivery.
Items must be unworn and unwashed, with original tags and packaging.
Return shipping is paid by the customer.
Refunds are processed within 10 business days after we receive your return.
Right of withdrawal
Under EU consumer law, you have the right to withdraw from a purchase within 14 days of receiving your order, without giving any reason. To exercise this right, email support@okuno.world before the 14-day period ends, or use the model withdrawal form included in this document. After notifying us, you have a further 14 days to return the items.
How to return an item
- Email support@okuno.world with your order number and the item(s) you would like to return.
- Pack the item(s) securely with original tags and packaging.
- Send the parcel using a tracked shipping method. We recommend keeping the tracking number until your refund is processed.
- Once we receive and inspect the return, we will process your refund within 5 to 7 business days.
Condition of returned items
To be eligible for a refund, items must be returned:
- Unworn and unwashed
- With all original tags attached
- In the original poly bag and packaging
- Free from marks, odours, hair or signs of use
Items that do not meet these conditions may be refused or refunded at a reduced amount, in line with the diminished value of the item.
Return shipping costs
Return shipping is paid by the customer. You may use any tracked carrier you prefer. We recommend retaining your tracking number until the return is received and refunded.
We do not offer direct exchanges. If you need a different size or colour, please return the original item for a refund and place a new order. This is the fastest way to get the right piece to you without items going out of stock in the meantime.
Refunds
Refunds are processed within 10 business days after we receive and inspect your return. The amount will be returned to your original payment method. Depending on your bank or card provider, it may take a further 2 to 5 business days for the funds to appear in your account.
Items that cannot be returned
For hygiene reasons, the following items cannot be returned once the seal or original packaging has been opened:
- Socks and underwear
Items marked as Final Sale on the product page are also not eligible for return or refund. Final Sale items are clearly indicated before purchase.
Contact
All return enquiries, faulty or incorrect items — support@okuno.world