FAQ

ORDERS

Kindly view all our products from the homepage at www.okhtein.com, or you may also visit our “where to buy” page on the website for store addresses.

As your purchase will be prepared quickly for dispatch, please contact our customer service advisors as soon as possible to cancel or make changes to an order. You can also reply to the order confirmation email/electronic receipt that you receive after placing your order. Further information on cancelling an order can be found in our “Exchange & return policy”.

You may track your order through our website and get to know which status is it in. Kindly note that if your order is delayed, you may email us on [email protected]

OKHTEIN SERVICES

For any inquiries related to online orders and returns email us at [email protected]

For any assistance related to repairs and exchanges contact us via email at [email protected]

For wholesales sales inquiries please email us at [email protected]

You can subscribe to our newsletter and follow OKHTEIN on social media platforms.

Instagram: https://instagram.com/okhtein?igshid=vszsbn4baj1p

Facebook: https://www.facebook.com/okhtein/

OKHTEIN newsletter allows you to stay up-to-date with all the latest news, collections and promotions. You can manage your newsletter subscription from your account settings page, and unsubscribe at any time from the bottom of each newsletter you receive.

PRODUCT INFORMATION

As accurate as we can make them, please be aware that the color settings can vary depending on your computer monitor, mobile device, or tablet. We always make our best effort to display colors as accurately as possible.

For inquiries about specific OKHTEIN products, please include a photo of requested item and send it to [email protected] and we shall get back to you shortly with availability details.

EXCHANGE & RETURN

You can return all or part of your order within 14 calendar days from the date of receipt. Simply complete the return form enclosed with your package (also available on our website if you have created an account) and send us the unused and ticketed products in their original packaging, along with the return form.

OKHTEIN will only accept a refund or an exchange if shipping instructions have been met. We shall inform you with our return shipping instructions in order to process the return/exchange process. Kindly note that our shipping instructions shall be available via email at [email protected]

Items purchased via our online store can only be returned or refunded via our online store. Kindly email us on [email protected] for further assistance.

If the above conditions are met, you will receive a complete refund for the returned products.

We will organize to pick up the item from the delivery address with a pre-paid label, once we receive the item at our warehouse, it passes through the quality control team, once approved we will begin the refund process. Please refer to our “Exchange & Return policy” for further details.

If the product is unused and in its original packaging we can exchange it by contacting us at [email protected] within 14 calendar days from the date of receipt. Please refer to our “exchange & return policy” for any further assistance

CARE & REPAIR

If your OKHTEIN product requires maintenance kindly email our customer service team at [email protected] . Our specialists will be happy to guide you through sending in your item for repair.

Please note: repairs may be chargeable under certain conditions.

Please refer to our “care instruction policy” for further details. You can also refer back to the care instructions card inserted with every product.

Losses of hardware and or any additional item part of the product shall not be bared by OKHTEIN. Scratches and abrasions, and the fading which occurs in the areas of greatest wear, should not be considered defects but assets, fundamental aspects of natural leather. Elements such as oils, make up, perfumes, creams and or sanitizers applied to the leather can compromise its natural beauty and performance capabilities; therefore, they shall not be considered defects.

For further information about repair, please refer to our repair policy or contact us at [email protected]

GIFTING/GIFT

During your online checkout, you will have the option to include a personalized gift message and exclude the price from the order invoice. You can enter a custom gift note, which will appear on the order’s packing box. We ask you to write your request on the checkout page in the “Notes about your order” section.

When ordering online you can ask for the giftwrapping option with the exclusive packaging. You can also request a personal message that will be written on a card.

PAYMENT METHODS

We accept the following international credit and debit cards: (Visa Debit/Credit, Master Debit/Credit, American Express) All payments are processed through a secure checkout system; Payfort.

We are committed to keeping your personal data and payment details secure and confidential. Our site uses high-level SSL encryption technology, the most advanced security software currently available for online transactions.

Taxes are applied to your order according to the national legislation of the shipping destination country. You can email us at [email protected] to check customs and VAT charges applied in your country.

SHIPPING & DELIVERY

Original shipping charges incurred at the time of purchase are non-refundable.

Should you need to change the delivery address, please reply to the order confirmation email you’re your updated delivery address within an hour from the date of purchase.

We shall do Our best to dispatch the Product to you as soon as possible after you place your order and in accordance with the delivery option you have selected when placing your Order. In any event not more than 5-7 working days beginning on the day We confirm your order. If We are unable to dispatch the product within that time. We will email you to let you know and give you an estimated delivery date. In these circumstances you have the right to cancel the order and receive a full refund.

Electronic Receipts will be emailed to you within one hour of your purchase.

In case your order took more than 7 working days, kindly email us on [email protected]

OKHTEIN ships worldwide with the exception of Syria, Qatar, Libya, Cuba and Australia. Please note that orders made to any of these addresses will be canceled. If you are based in Australia and or Qatar please email us on [email protected]

We use express international shipping to ensure that your items arrive quickly and securely. We ship all over the world via DHL Express, except for few countries. Deliveries are normally made from Sunday to Thursday, between 9 a.m. and 5 p.m. Product(s) will typically arrive within 5 – 7 business days (though shipping can take longer in certain regions).

If you face a problem with the purchase, please do not hesitate to contact us at [email protected] immediately. kindly send a photo of the damaged item if applicable. You have 14 days after the purchase to exchange or get a refund on defective items.