What is your return/exchange process?
You may need to Contact US to initiate the return/exchange process within 14 days upon receiving your items. Our after-sales department will handle the issue.
Please contact Customer Service on our site firstname.lastname@example.org, providing ①order number；② product ID or name and the quantity;③a short description of the problem occurred with this product. We do not accept returned items that were sent back by you directly without checking with us first.
After receiving return instructions from us, please package up the item(s) to be returned with the original packing. Write your order number on the package, like OZK0001 to make your package be recognized easily, so we can solve your problem as soon as possible.
Drop off your package at the local post office.
Most returns are processed within 7business days after we receive your package. We'll issue the refund to your original way you paid for the order. Once your refund has been issued, you will receive a confirmation email.
* Please note that all the returns（except Damaged, Defective, or Incorrect Item）, customers need to pay for the cost of shipment.
General return policy
The following items cannot be returned, refunded or exchanged : ① Items On Clearance, ②Flash Sale Items.
Returns must be received in new condition and get the confirmation from our customer service; Items must be returned unworn, unwashed, undamaged with all original tags attached. Items returned with obvious use, makeup, animal hair, dander, deodorant, perfume, or similar product stains may be subject to denial.
Items with non-returnable marks and free gifts cannot be returned.
We do not accept returned items that have been sent back without proper returns requests.
We do not offer Freight To Collect (FTC) service for the packages returned to us. The returns will be made at your own cost.
Please be sure to double-check your returns before shipping them out. We are not responsible for the return of non-OZAKKE products.
Note: The original shipping fee and Shipping Guarantee are non-refundable.
We understand that ordering a dress for your special occasion is an important undertaking, and our cancellation policy was created with this in mind. However, it is important to note that some dresses are made according to order, and once the creation process has begun the materials cannot be reused. The good news is that after placing your order, there is still time to make up your mind. Please refer to our cancellation policy below for details.
- Unpaid orders are automatically cancelled after 1 day.
- Cancel order within 24 hours of payment for a full refund.
- Cancel order 24-72 hours after payment: 80% refund + shipping fee.
- Cancel order 72-120 hours after payment: 50% refund + shipping fee.
- Cancel order > 120 hours after payment: Refund of shipping fee only.
- Once your order is shipped, it cannot be cancelled.
If you would like to cancel your order, please contact our customer service to proceed.
Returning or exchanging a damaged, defective, or Incorrect Item
If you received an item that was delivered damaged or defective, or received an incorrect item, we're sorry to hear that! Please read through the following.
We encourage you to inspect your items immediately upon arrival. For packages damaged during shipping, we recommend taking photos and refusing delivery. If the damage is noticed after delivery, most shipping companies allow only 2 business days to make a claim for the damage.
Without exception, items confirmed defective can be returned for a refund within two weeks . If a replacement item is not available, we may replace your item with a comparable one, at our discretion.
If you receive an item that is not what you purchased, please let us know, and we will replace it with the correct item at no additional cost to you.
If you have any questions ,please contact our Customer Support Team at email@example.com
Refunds of all kinds are always processed back to the original form of payment and at this time, we do not have the ability to change the method of payment.
- It generally takes us up to 5-7 business days to process a refund. Once the refund is processed on our end, we will email you a confirmation.
- For returned items needing a refund, the package must first be processed back into our warehouse after we receive your package. It usually takes about 10 days to receive your package and handle refund.
- All PayPal payment can only be refunded via PayPal, all Credit Card payment will only be refunded to the original Credit Card.
- Time to receive refund：Credit/Debit Card（4-14 business day） PayPal（4-14 business day）
In the unlikely event that you haven't received an email after the time frame shown above, please Contact us, and we'll get back to you as soon as possible.
Any purchase on Ozakkeus indicates that you have read, understood and agreed with our Cancellation & Return Policy stated above.