Customer satisfaction is very important to us. If there are any problems with our items, please do contact us first within 14 days of receiving the item. We are always at your service.
1. Please contact Customer Service on our site within 14 days after you receive your item, indicating the item(s) you would like to return and the reason. We do not accept returned items that were sent back by you directly without checking with us first. You can contact us via email service@ozakke.com.
2. 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 #OZKUK0001 to make your package be recognized easily, so we can solve your problem as soon as possible.
3. Drop off your package at the local post office within 3-5 business days upon confirming with our customer service and receiving the refund form.
4. Most returns are processed within 14 business days after we receive your package. We'll issue the refund to the original way you paid for the order. Once your refund has been issued, you will receive a confirmation email. Then you will receive your refund after 6-8 business days. The original shipping fee & return shipping fee will not be refunded.
* Please note that for all the returns, customers need to pay for the cost of shipment.
Returns + Cancellations
Cancellations
Once we receive your order we get to work on it right away, therefore it may not be possible to cancel an order that is in process. To request a cancellation please contact Customer Service at service@ozakke.com within 24 hours and we will attempt to stop or modify the order. Once an item has been produced or shipped, cancellation is not possible. In most cases, custom, special order, and non-returnable items cannot be canceled. Cancellation requests may take several days to process and you will be sent an email upon confirmation.
• 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.
General Returns
Items returned to us that meet the following guidelines will be fully refunded for the cost of the merchandise. Original shipping charges cannot be refunded.• 1. Returned within 14 days of receipt
• 2. The following items cannot be returned, refunded, or exchanged: ① Items On Clearance, ②Accessories, ③Customized Items, ④Flash Sale Items.
• 3. Items must be returned unworn, unwashed, undamaged with all original tags attached. We do not accept a returned item that's worn, damaged, washed or altered in any way.
• 4. Items with non-returnable marks and free gifts cannot be returned.
• 5. We do not accept returned items that have been sent back without proper returns requests
• 6. We do not offer Freight To Collect (FTC) service for the packages returned to us. The returns will be made at your own cost.
• 7. Please be sure to double-check your returns before shipping them out. We are not responsible for the return of non-ozakke products.
• 8. As all items (including standard size) are made-to-order, we cannot afford to accept the ‘buy-many-keep-one’ purchase. Our customer service team may cancel an order believed to have been made with that intention.
• 9. We are not liable for return item(s) that are lost or damaged or Packages be inspected by the customs （the customer should pay the customs clearance）, please keep the receipt with tracking information., please keep the receipt with tracking information.
• 10. We reserve the right to refuse the return if received in an unacceptable condition or without our prior knowledge.
Any items that do not meet the above criteria will be subject to a restocking fee. Original shipping charges cannot be refunded.
Customized items couldn't be returned.
Return Address
Buyer should pay the return shipping fee. Please contact our Customer service at service@ozakke.com to get the return address.
Damaged, defective or incorrect items
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 service@ozakke.com
Refund
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.
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.
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, please contact us at service@ozakke.com.
Contact Information
E-Mail: Service@ozakke.Com
Phone Number: +86 188 5298 5703.