Our Returns Policy

All returns must be made through our returns portal either sent using a prepaid label provided by us or with a courier of your own choice. Returns must be returned to our returns team within 14 days of receiving delivery of your parcel.

Eligible returned items can be refunded via the original payment method or via store credit.

Items must be returned in their original state with all tags in place. Garments that are returned with signs of wear, tags missing, or returned outside of our 14 days return window will not be accepted.

Swimwear bottoms will be shipped with a hygiene protector sticker in place. Please be advised that any bottoms with this removed will not be accepted for returns. If this sticker is missing when the order reaches you, please let our customercare@okarla.store team know as soon as you receive the item.

Returns on sale items are accepted, we no longer offer exchanges.

Please allow us 3-7 working days to process your return.

For customers shopping in our UK store, returns will now be processed with Royal Mail. To return your parcel with Royal Mail is super easy. Once you’ve received your QR code, (this will have been sent to you in an email) take it to your Royal Mail Customer Service Point (CSP), usually located at your local delivery office or a Post Office branch. They’ll scan the QR code, print the label, which you can then fix to your parcel and drop off while you’re there.

The cost of the label is deducted from your refund once your order is back with us, you should not have to pay anything upfront with Royal Mail, all costs are deducted from your refund.

For your security, we would recommend requesting and keeping hold of all proof of postage receipts, until the return has been fully processed.

To locate a branch simply click the link below to find your nearest Royal Mail Post Office:

https://www.royalmail.com/services-near-you#/

For all customers shopping in our EUR or US store our return shipments are processed via DHL Express. We are unable to issue any labels for other courier companies. You can book your collection online by going to mydhl.express.dhl/gb/en/schedule-pickup.html. Enter your 10-digit waybill number located under the barcode of your printed returns label, review your details and select a convenient day and time for DHL to collect your parcel.

You can also book by phone by visiting dhl.com and selecting your country to find the relevant telephone number. Remember to quote our account number found in the returns email.

You can also drop off your returns parcel at an approved DHL drop off location. You can find approved drop off location by visiting locator.dhl.com/ServicePointLocator

If you send back your items using a courier of your own choice, we always recommend you use tracked delivery for your parcels as we cannot be held responsible for any lost deliveries.

Please be advised DHL Express do not cover all locations, if DHL are unable to provide a return label our customer service team will contact you to advise how to proceed with your return.

You can also ship with your own courier. We cannot provide a label for this. We do advise that you use a tracked service for this, and please keep record of any proof of postage. We cannot reimburse any costs incurred via this method.

If you choose to use your own courier, we recommend avoiding FedEx, as there are extra charges deducted once the item is back in our warehouse. A total of 21GBP is deducted from your refund, this is a charge from the FedEx and sadly we have no control over this.

This is a sample page.

Overview

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

• Gift cards
• Downloadable software products
• Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

• Book with obvious signs of use
• CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
• Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
• Any item that is returned more than 30 days after delivery

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address} and send your item to: {physical address}.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, you should mail your product to: {physical address}.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at {email} for questions related to refunds and returns.