We want the return and refund experience to be clear, practical, and easy to understand. If a purchased product does not meet your expectations, you may be able to request a return, refund, replacement, or exchange, depending on the condition of the merchandise, the timing of the request, and the circumstances surrounding the purchase. This policy explains the general requirements that apply to returns, including eligibility, product condition, return shipping, refunds, exchanges, damaged merchandise, incorrect orders, and order cancellations.
Customers generally have 30 days from the date their order is delivered to submit a return request. Products being considered for return should remain in the condition in which they were received. Merchandise should not have been worn, washed, used, altered, repaired, or damaged after delivery. When applicable, returned products should also include original packaging, tags, labels, accessories, inserts, and other materials supplied with the purchase. Returning the complete product in its original condition can help reduce processing time and make the inspection process easier.
Products showing evidence of use, washing, modification, improper care, or damage after delivery may not qualify for a return. Certain products may also be subject to additional restrictions because of hygiene requirements, safety considerations, customization, final-sale status, or other product-specific conditions. Customers are encouraged to review product information before purchasing and to inspect merchandise soon after delivery so that any potential issue can be reported promptly.
If merchandise arrives damaged, defective, incomplete, or different from the product originally ordered, please contact us as soon as reasonably possible. Early communication gives our customer service team an opportunity to review the situation and determine the most appropriate solution. Depending on the issue, customers may be asked to provide photographs of the product, packaging, shipping label, shipping materials, or visible damage. These details can help us evaluate the circumstances more accurately.
Customers should contact us before sending any merchandise back. To request a return, please email olukai@gmail.com and provide the order number, the product name or description, and a brief explanation of the reason for the request. Additional information may be requested when necessary. Supplying accurate details at the beginning of the process helps us locate the relevant transaction, determine whether the product meets the applicable requirements, and provide appropriate return instructions.
Products should only be shipped to a return address or destination that has been specifically provided or confirmed through customer service. Return instructions may vary depending on the reason for the return and the type of product involved. Sending merchandise to an address that has not been authorized may cause delays, create difficulties identifying the returned package, or prevent the return from being processed correctly.
For standard returns that are not caused by an incorrect shipment, confirmed manufacturing issue, or damage occurring during delivery, the customer will generally be responsible for the cost of sending the merchandise back. Original shipping charges may also remain non-refundable unless the applicable purchase terms provide otherwise, the issue resulted from an error on our part, or reimbursement is required under applicable law.
Customers should package returned merchandise carefully to protect it during transportation. We recommend using appropriate packaging and, whenever possible, a delivery service that provides tracking information. Customers should keep proof of shipment and tracking details until the package has reached its destination and the return has been completely reviewed. When customers independently arrange return shipping, we generally cannot accept responsibility for products that are lost, stolen, or damaged while being transported back.
Once a returned product has been received, the merchandise will be reviewed to determine whether it satisfies the applicable return requirements. If the return is approved, the eligible refund will generally be issued to the original payment method used for the purchase. The time required for the refund to appear in an account may depend on the bank, card issuer, payment processor, or other financial institution involved. Processing times controlled by these institutions may vary and are outside our direct control.
If only part of an order is returned, the refund will generally apply to the eligible products that were actually returned rather than to the entire transaction. Purchases made using promotional pricing, discounts, coupons, or other special offers may be subject to specific refund calculations. When a promotion reduced the amount originally paid, the refund will generally reflect the actual amount paid for the eligible returned merchandise.
When an item is confirmed to have arrived defective or damaged, customers should contact us before returning it. After reviewing the information provided, we may determine an appropriate resolution based on the circumstances. Depending on product availability and the nature of the issue, the available remedy may include a replacement, refund, store credit, or another reasonable solution. The resolution may also be affected by applicable legal requirements.
If an incorrect product is received, please contact customer service with the relevant order information. We will compare the merchandise received with the original purchase details and provide instructions regarding the next step. Customers should not send an incorrectly supplied product to an address on their own before return arrangements have been confirmed.
An exchange may be possible when a customer wants a different size, color, or another eligible product. Exchange requests are dependent on available inventory and therefore cannot always be guaranteed. If the requested replacement is unavailable, we may provide another appropriate option, which may include processing a refund for the qualifying merchandise after the original product has been returned and approved.
Some merchandise may not be eligible for return. Products that have been worn, washed, altered, improperly handled, damaged after delivery, customized for an individual customer, identified as final sale, or returned without required components may be excluded. Certain products may also be restricted because of hygiene or safety concerns. Merchandise identified as non-returnable or final sale at the time of purchase generally cannot be returned for a refund unless the product is defective, damaged, incorrectly supplied, or applicable law requires otherwise.
If a refund has been approved but does not immediately appear in the original payment account, customers should first review the account associated with the purchase and contact their bank, card issuer, or payment provider. Financial institutions may require additional time to complete and display the credit. If the payment provider confirms that the refund cannot be located, customers may contact us at olukai@gmail.com so that the transaction can be reviewed.
Order cancellation requests should be submitted as soon as possible after an order has been placed. We will make reasonable efforts to accommodate cancellation requests before an order enters fulfillment or shipment. Once an order has progressed further through processing or has already been dispatched, cancellation may no longer be possible. If cancellation is unavailable, the customer may need to receive the product and then follow the return procedure if the merchandise qualifies.
Original shipping or handling charges are generally not refundable unless the purchase terms state otherwise, the charge resulted from an error attributable to us, or reimbursement is required by applicable law. If an incorrect item was supplied, a qualifying defect is confirmed, or a delivery problem was caused by an issue on our side, we will work with the customer to determine an appropriate resolution.
Every returned product remains subject to inspection. If the merchandise does not satisfy the applicable return conditions, the return may be declined or the refund may be adjusted as appropriate. Customers can help avoid unnecessary delays by returning products in suitable condition and including original packaging, labels, tags, accessories, inserts, and other components whenever they were supplied with the purchase.
Return and refund requests should be submitted within the applicable period. Requests received after the stated return window may not be accepted unless an exception is required by applicable law or the circumstances involve a qualifying product defect, incorrect shipment, or other issue that warrants additional review.
We may request additional information when necessary to evaluate a return or refund request. Depending on the circumstances, this may include photographs, order information, delivery details, tracking information, or other documentation. Providing accurate information can help us understand the situation and reach a decision more efficiently.
Refunds and exchanges are subject to the conditions applicable to the specific purchase. The availability of a particular resolution may depend on the condition of the product, inventory levels, the reason for the request, the time elapsed since delivery, promotional terms, and applicable legal requirements. We aim to handle requests consistently while considering the individual circumstances of each transaction.
This Return and Refund Policy may be revised periodically to reflect changes in our products, procedures, services, business operations, or legal obligations. Any updated version may be published through the website with a revised effective date. Unless otherwise required by law, the terms applicable to a purchase will generally be based on the policy in effect at the relevant time.
For questions about returns, refunds, exchanges, damaged or defective products, incorrect shipments, cancellations, or other purchase-related concerns, please contact us at olukai@gmail.com.
1721 W 79TH WAY
DENVER, CO 80221