4.1 - Why haven't I received my order?
You can track your order via the information given on the shipping confirmation email (tracking/waybill) and on the accounts page on our website. Alternatively, there may be an address query that requires the courier to contact you. To help make delivery as smooth as possible please ensure you include correct details for both your contact number and email when processing an order through our store.
Before contacting our customer service team, we always recommend you check for a card or with your neighbours in case they have signed for your delivery.
If you have checked these options and still cannot locate your parcel, please email our customer care team at oi@okarla.store. We will open an investigation with our courier. Please note you will need to do this within 14 days of your delivery date.
Please keep all packaging if your order is missing an item, images of the packaging will be needed to investigate with the courier. The investigations can take up to 28 days. In this time the courier will try to locate the parcel. Any parcels that have had a signature release given; we sadly cannot be held responsible for. We would like to kindly advise that we have to allow our courier time to conclude their investigation before we can proceed on to the next steps. If delivery has been completed with our courier correctly, then sadly any parcels that are lost or stolen cannot be covered by us.
4.2 - Do I need to sign for my delivery?
With our courier services, you have the option to leave specific instructions for your parcel. You can request for it to be: Left without a signature
Delivered to a neighbour Placed in a designated safe location Collected from a local collection point
Courier companies may leave parcels unattended if they deem the location to be secure.
If unavailable, the parcel may be left in a safe place or with a neighbour Deliveries usually include GPS tracking, a recorded recipient name or signature, and
proof of delivery images where possible We strongly recommend signing for your order whenever possible. Please note that if you opt for a parcel to be left without a signature, liability for any loss or damage falls on the recipient. If you have any further questions, feel free to reach out!
4.3 - Which couriers do you use?
We currently ship with the following couriers:
All orders placed in GBP currency will be shipped with DHL Express All orders placed in USD currency will be shipped with UPS. All orders placed EU currency are currently processed with UPS.
This does occasionally change, and other couriers may be used in place of the above. Please note if your order is placed on or after 3pm Friday this will not arrive until the following week.
4.4 - Where will my order ship from?
All orders placed in the currency USD and GBP will be shipped from our UK warehouse. We would kindly recommend checking local customs and taxes before placing your order. Orders over $800 within the USA will be charged import and duty fees. Please note, we cannot ship to any address in the EU from this store but all other countries will be ok to shop in this currency, including Australia and New Zealand.
All orders placed in Euro's will be shipped from our EU warehouse based in the Netherlands, this should help avoid customs and taxes if your address is within the EU. Please note we cannot ship to any address outside of the EU from this store. Please note the total cost for your order does not include any import or duties fees. These fees are put in place by customs for the country of delivery. We would kindly
recommend checking local customs and taxes before placing your order. If there are any fees to be paid our courier will contact you for further payment prior to delivery.
4.5 - Will I be charged customs and import duties?
UK orders have customs and duties pre-paid.
Australian orders are charged customs and duties on orders over $1000 AUD when shipping from the UK to Australia. USA orders are now charged customs and duties on all orders. Canadian orders will be charged customs on any orders above $30CAD.
All EU orders are now shipped from the Netherlands, orders placed from a EU member state, should therefore be free of taxes and duties, we would kindly advise checking with your local customs to make sure. (Please note: Iceland, Liechtenstein, Norway and Switzerland are in the EU area but are not EU member states) For other countries, customs and import duties are applied by local customs.
Unfortunately, we are unable to provide an estimated amount for this. We kindly suggest that you contact your local customs offices before ordering to find out the exact cost that could potentially be incurred. We are unable to refund and customs fees. We reserve the right to deduct any costs from your refund that we incur from parcels that are returned to us due to unpaid customs charges. All orders placed in the currency USD and GBP will be shipped from our UK warehouse. We would kindly recommend checking local customs and taxes before placing your order. All orders placed in EURO's will be shipped from our EU warehouse based in the Netherlands, this should help avoid customs and taxes if your address is within the EU. All order placed in AUD currency, will be shipped from our Australian warehouse, this means delivery is super-fast and no customs will be due. Please note the total cost for your order does not include any import or duties fees.
4.6 - When will my order be shipped?
We do our best to ensure that your order is shipped on the same day that it’s placed if ordered before 3pm. Orders placed on a Friday after 2pm or bank holiday are shipped the first working day back. During peak periods, including sales, please allow a few extra days. We will send confirmation details, including all tracking information, as soon as it’s shipped. Please note that all orders placed on a non working day will be shipped the next working day.
Please note the total cost for your order does not include any import or duties fees. These fees are put in place by customs for the country of delivery. We would kindly recommend checking local customs and taxes before placing your order. If there are any fees to be paid our courier will contact you for further payment prior to delivery.
4.7 - Do you deliver on bank holidays and weekends?
Expected delivery times do not include weekends or bank holidays. We usually advise weekend delivery would not be possible. Some of our couriers do travel across weekends, often making for a shorter delivery time, but we cannot guarantee weekend delivery.
4.8 - Can someone else sign for my delivery?
Someone else can sign for your delivery, however we sadly cannot accept responsibility if the signature received at the delivery address is not the intended recipient. With our couriers it is possible to leave your parcel with a neighbour, in a safe place or
collect from one of their many collection points. Any parcels that have been given a signature release, unfortunately can not be refunded or replaced, if the courier has delivered correctly.
8.9 - How do I track my order?
We will email you your tracking details once your order has been dispatched. The waybill / tracking number is the best way to track your parcel. If you have not received your confirmation, please contact our customer service team at oi@okarla.store.
If you are a UK/USA or EU customer, please track your parcel by entering the waybill/tracking number into the following DHL Express website:
https://mydhl.express.dhl/gb/en/home.html#/createNewShipmentTab
If you are an Australian customer, please track your parcel by entering the waybill/tracking number into the following AusPost website:
https://auspost.com.au/mypost/track/#/search