We aim to provide a clear and convenient return experience that helps customers understand their available options when a purchase does not work as expected. If a product is unsuitable, arrives with an issue, or does not meet reasonable expectations, customers may be able to request a return, exchange, replacement, or refund depending on the specific circumstances and the requirements outlined in this policy. This policy explains the conditions that apply to eligible returns, required product conditions, return procedures, refund processing, exchange availability, order cancellations, and situations where merchandise may not qualify for return.
Customers generally have 30 days from the date their order is delivered to submit a return request. To be considered for return, products should be maintained in their original condition. Items should not show signs of wear, use, washing, alteration, repair, or damage that occurred after delivery. Whenever possible, returned merchandise should include all original components, including packaging, tags, labels, accessories, instructions, inserts, and any other materials provided with the original purchase. Returning products complete and in the same condition in which they were received allows our team to review requests more efficiently.
Products that have been used, modified, cleaned, damaged, or otherwise changed after delivery may not qualify for return approval. Some products may also have additional restrictions due to product characteristics, hygiene considerations, safety concerns, customization requirements, promotional conditions, or final-sale status. Customers are encouraged to review available product information before purchasing and to inspect all merchandise promptly after receiving it.
If an item arrives damaged, defective, incomplete, or different from the product originally ordered, customers should contact us as soon as possible after delivery. Prompt communication allows our team to review the situation, collect necessary information, and determine an appropriate solution. Depending on the circumstances, customers may be asked to provide photographs showing the product condition, packaging, shipping materials, labels, or any visible issue. These details can help us better understand the problem and provide assistance more efficiently.
Customers should contact our support team before sending any merchandise back. To begin a return request, please email olukai@gmail.com and include your order number, the product information, and a brief explanation of the reason for the request. Providing complete details at the beginning of the process helps us verify the order, confirm eligibility, and provide the correct instructions for completing the return.
Returned products should only be shipped to a return location that has been provided or approved through our customer service process. Return instructions may vary depending on the reason for the request, the type of product involved, or the resolution being considered. Sending merchandise to an unconfirmed location may create delays and may make it more difficult to identify and process the returned item.
For standard returns that are not related to a confirmed defect, incorrect shipment, or delivery issue, customers are generally responsible for return shipping costs. Original shipping charges may not be refundable unless otherwise required by applicable law or unless the return resulted from an error associated with the order. Customers should consider these costs before submitting a return request.
When preparing a return shipment, customers should package products carefully to reduce the possibility of damage during transportation. Using appropriate protective packaging and a shipping method that provides tracking information is recommended. Customers should keep shipment confirmation and tracking details until the return has been delivered and the review process has been completed. When customers arrange return shipping independently, responsibility for loss, theft, or transportation damage generally remains with the shipping provider and the customer until the returned package is received.
Once returned merchandise arrives, our team will inspect the product to determine whether it meets the applicable return requirements. If the return is approved, eligible refunds will generally be issued to the original payment method used for the purchase. The time required for funds to appear in the customer’s account may vary depending on the customer’s bank, card issuer, payment service provider, or financial institution. Processing times controlled by external financial organizations are outside of our direct control.
If only part of an order is returned, any approved refund will generally apply only to the eligible items that were returned and accepted. Promotional pricing, discounts, coupons, or special offers may affect the final refund amount. Refund calculations are generally based on the actual amount paid for the returned merchandise rather than the original listed price when a discount or promotional adjustment was applied.
For products confirmed to have arrived defective, damaged, or inconsistent with the original order, customers should contact us before returning the merchandise. After reviewing the available information, we may provide an appropriate resolution based on the circumstances. Possible solutions may include a replacement, refund, store credit, or another reasonable option depending on product availability, the nature of the issue, and applicable requirements.
If a customer receives an incorrect item, the customer should contact support with the order details and information about the product received. Our team will review the order information and provide instructions regarding the next steps. Customers should wait for confirmation before returning an incorrect item to ensure the return can be properly identified and processed.
Exchanges may be available for eligible products depending on inventory and product availability. Customers requesting a different size, color, or alternative item should contact support to discuss available options. Because inventory changes over time, requested replacement items cannot always be guaranteed. If an exchange cannot be completed, another resolution such as a refund for the eligible returned product may be considered.
Certain merchandise may not qualify for return. Items that have been worn, washed, altered, damaged after delivery, customized, identified as final sale, or returned without required components may be excluded from eligibility. Products with specific restrictions related to hygiene, safety, or other product considerations may also be subject to limitations. These restrictions do not affect any rights that may apply under mandatory consumer protection laws.
Customers who receive confirmation of a refund but do not immediately see the funds should first review the payment account used for the purchase and contact their financial institution. Banks and payment providers may require additional time to complete refund processing. If the refund remains unavailable after checking with the payment provider, customers may contact support at olukai@gmail.com for additional assistance.
Order cancellation requests should be submitted as quickly as possible after purchase. We will make reasonable efforts to review cancellation requests before an order enters fulfillment or shipment. However, once an order has been processed, packaged, or shipped, cancellation may no longer be possible. In such cases, customers may need to receive the merchandise and follow the return process if the item qualifies under this policy.
Original shipping and handling charges are generally not refundable unless otherwise stated in the applicable purchase terms, required by law, or related to an issue caused by an order error. When a product problem results from an incorrect shipment, confirmed defect, or another issue attributable to us, we will work with the customer to determine an appropriate resolution.
All returned merchandise remains subject to inspection and approval. If a returned product does not meet the requirements described in this policy, the return request may be declined or the refund amount may be adjusted where appropriate. Customers can help avoid unnecessary delays by ensuring products are returned in acceptable condition and including all original materials whenever applicable.
This Return and Refund Policy may be updated periodically to reflect changes in business practices, product offerings, procedures, services, or applicable legal requirements. Any updated version will apply according to the terms and conditions in effect at the relevant time.
For assistance with returns, refunds, exchanges, damaged products, defective merchandise, incorrect orders, cancellations, or other purchase-related questions, please contact us at olukai@gmail.com.
1721 W79TH WAY
DENVER, CO 80221