FAQ
ORDERING
- How can I place an order? To place an order for your favorite item you need to: – Go to the link of your favorite product. – Then select the right Color, Size, Design or another variant. – Check the quantity if you would like to order more than 1. – Click ’Buy It Now’ button to proceed to checkout. – And finally select the billing method, provide shipping information and an e-mail address to receive confirmation.
- How do I know my order has been confirmed? You will receive an email containing the details of your order. In this mail, you will be provided with a unique Order ID (eg. #12345), and a listing of the item(s) you have ordered.
- What should I do if I didn’t receive confirmation? We always recommend to our valued customers to check SPAM/FOLDER if you have not received an order confirmation. If you still do not see it there, please feel free to contact our customer support and we’ll send it again right away.
- How do I cancel an order?
- How can I pay my order? We offer safe shopping and accept payment via Paypal, Credit card or Debit card ( VISA, Mastercard ). So you can choose the most suitable one for you. All of our transactions are based in US Dollars. If your credit card is based in another currency, your order total will be calculated in accordance with the daily exchange rate of the date your card issuer processes the transaction.
- What currency are your prices listed in? All prices listed on Okuen.com are listed in US Dollar.
- How secure is my personal information? Okuen.com adheres to highest industry standards to protect your personal information. Your credit card information and personal details are encrypted during transmission using SSL (secure socket layer technology) and PCI compliant Level 1, which is widely used on the Internet for processing payments. We don’t sell, lease or otherwise distribute any personal customer information.
- What is my tracking number? Tracking information is only available for Premium Shipping. You will receive a tracking link via email once your order ships!
- Do you ship to my country? Yes! We ship to many countries in the world! However, we do have some countries that we have to review and approve prior to shipping. We always reach out to you if there are issues with shipping to your destination country.
- How will my items be shipped? All US sent products are shipped via USPS. Other countries will receive products via their local governments postal service. We are not responsible for delayed shipping due to orders being held by customs.
- I ordered multiple items, will everything arrive together? Sometimes, depending on the order. Depending on what products were ordered, we may ship out items in your order as soon as they have been processed instead of waiting till the entire order is complete. We use this shipping method to ensure the quickest delivery times possible. SHIPPING INFORMATION
- Where is the item coming from? The majority of our inventory is sold from our warehouses in China with a select few items from other distributors in other countries including in the United States. That being said, sometimes your order may come in different packages at different times.
- Where do you ship and how much it cost? We provide international shipping all over the world. The product price does not include shipping cost. The online system will generate a shipping fee for your order.
- How long my order will take to be delivered? We ship anywhere in the world so it will depend on your country of residence as not all of our merchandise ship from the same warehouse. We want to make sure you get your items as quickly as possible so we process orders between Monday and Friday. Orders will be processed within 2-3 business days from the order date and shipped the next day after the processing day. Please note that we don’t ship on weekends. According to our results on delivering more than 50.000 orders, it may take anywhere from 10 – 40 days on average. This is highly dependent on the customs and import process in your country. Below are the most typical time frames for your region:
| Location | Estimated Shipping Time |
| The United States | 12 – 20 days |
| International | 20 – 40 days |
- Please note this can be affected due to Holidays, weather conditions and others and also we are not responsible for delays caused by the customs department in your country.
- Customs & Regulations You are responsible for checking your local postal regulations for restricted items, as we cannot be held liable for any items that are not accepted into the specific country.
- How can I track my order? We will send you the tracking code of your orders to the e-mail provided within 5-7 business days after the purchase. This email will also guide you how to track your package. Please note that the tracking information will be displayed 8-10 business days after you receiving that e-mail. Please contact us if you do not receive tracking confirmation within those days.
- Why I’m not able to track my order?
- The courier tried to deliver the package but I wasn’t at home, what should I do? Please contact the courier. Usually, they will resent your package on the next working day, but sometimes they just ask you to pick up your package at their office.
- I ordered multiple items but I have only received one/some of them. Why?
- I tracked down my order and the status says Return to Sender, what should I do? In the event that the parcels were returned to us, please contact us immediately so we can arrange to send you a replacement.
- The tracking site says Delivered but I haven’t received my order yet. Please note that we provide a tracking number to each customer. It is customer’s responsibility to track down their orders. Kindly contact your local post office if the parcel arrived at your destination country. Please contact our Customer Service for further assistance. We are not responsible for any stolen packages.
- Delivery
- Will I be charged with customs and taxes? The prices displayed on our site are tax-free in US Dollars, which means you may be liable to pay for duties and taxes once you receive your order. Import taxes, duties and related customs fees may be charged once your order arrives at its final destination, which is determined by your local customs office. Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.
- What is your return policy? If there’s something wrong with your order (defective product, incorrect order, damaged order etc.), please contact us within 10 days from receiving your order and we’ll be happy to assist you reviewing the case and if it is approved we will be sending a replacement. Please do not return anything before we review the case, our customer service team will review the request and will send further instructions. Okuen.com reserves the right to deny any return request.
- When are returns not possible? If you have placed an order with a wrong item/address; you need to contact our customer services in order to receive the appropriate resolution. You’re not eligible for a return for the following reasons. If: – The order is not corrected within 24 hours. – The product is not broken or it is not defective or is damaged because of use or – The product is not in the same condition as you received it. – Received the ordered correct item.
- How long is the return process? Processing returns may take up to 15 business days from the day we received your return request. We will email you to confirm once your return has been processed.