Refund policy

Return & Refund Policy

We want you to love your purchase! At Ockeo, we comply fully with consumer regulations to ensure you have the right to change your mind. To ensure a smooth process, please review our policy below.

1. Eligibility for Returns

You have the right to return your order within 30 days from the delivery date. To be eligible for a full refund, your item must meet the following conditions:

  • Unworn, unused, and unwashed.
  • In the original packaging with all original tags attached.
  • In the same condition that you received it.

Important: Please do not remove the tags until you are sure you want to keep the item. According to UK Consumer Rights regulations, we reserve the right to deduct value from the refund or reject the return if the item shows signs of use, damage, or if the tags have been removed.

To start a return, you must first contact us sending a photo of the item in its current condition to verify eligibility.

2. Return Shipping Costs & Instructions

Please note that customers are responsible for paying the return shipping costs for returning their item. Shipping costs are non-refundable.

The actual cost of the return shipping will depend on the courier service you choose to use. We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.

⚠️ IMPORTANT RETURN INSTRUCTION:
Please DO NOT send your purchase back to the address on the package. That is a distribution center and they cannot process returns.

You must contact our support team first to receive the correct Return Address and a Return Authorization Number. Returns sent without prior authorization will not be accepted.

3. Defective or Incorrect Items

If you received a defective, damaged, or incorrect item, please do not return it immediately. Ockeo takes full responsibility in these cases, and no return fees will apply.

Please submit a request via our Help Center within 7 days of delivery with:

  • Your Order Number.
  • Clear photos or video showing the defect.

We will arrange a free replacement or a full refund depending on availability.

4. Order Changes & Cancellations

Our system processes orders automatically to ensure fast shipping. If you need to cancel or modify your order, you must contact us within 1 hour of placing the order.

Once the order has been processed by our warehouse, it cannot be stopped. In this case, you will need to receive the package and follow the standard return process.

For more details on shipping times, please visit our Shipping Policy.

5. Refunds Processing

Once your return is received and inspected (checking for tags and condition), we will notify you of the approval or rejection of your refund. If approved:

  • Refunds are processed back to the original payment method.
  • Please allow up to 10 business days for your bank to reflect the funds in your account.

Need to Start a Return?

To request a refund or return, customers must submit a request through our Help Center.