Refund policy

At Ouklume, we want customers to feel confident when purchasing our handcrafted wooden products. If you are not completely satisfied with your order, please review the return and refund guidelines below.

Return Eligibility

Customers may request a return within 14 days of receiving their order.

To be eligible for a return, the item must be returned in its original condition, including:

Unused or only lightly handled
Free from significant wear, damage, or alteration
Returned with original tags, packaging, and included accessories (if applicable)

Both of the following situations may qualify for a return:

Buyer's remorse (for example, the customer changes their mind after receiving the item)
Products that arrive damaged, defective, or not as described

Return requests submitted after the 14-day return window may not be approved.

Non-Returnable Items

The following items are not eligible for return unless required by applicable law:

Clearance items
Final sale products
Discounted products specifically marked as non-returnable
Gift cards (if offered)

Please review product descriptions carefully before placing an order.

Exchanges

We accept exchange requests for eligible products.

Customers may request an exchange for:

Damaged or defective items
Incorrect items received
Size, style, or product changes when inventory is available

Exchange requests must be submitted within 14 days of receiving the order.

If the requested replacement product is unavailable, customers may choose either a refund or an alternative item of equal value.

How to Start a Return

To request a return or exchange, please contact our customer support team before sending any item back.

Customers should provide:

Order number
Full name associated with the order
Description of the issue or reason for return
Photos of the item if it is damaged or defective

Return requests can be submitted by email:

service@ouklume.com

Once the request has been reviewed and approved, return instructions will be provided.

Please do not send items back without prior authorization, as this may delay processing.

Ouklume does not provide prepaid return shipping labels.

Return Shipping Costs

For returns due to buyer's remorse or non-defective products:

Customers are responsible for return shipping costs
Return shipping charges are based on the actual shipping cost charged by the carrier

For products that arrive damaged, defective, or shipped incorrectly by us:

Ouklume will cover the reasonable return shipping cost
Additional instructions will be provided by our support team

Original shipping charges, if any, are generally non-refundable unless the return is the result of our error.

Refund Processing

After the returned item has been received and inspected, eligible refunds will be processed within 3–5 business days.

Refunds will be issued to the original payment method used during checkout, such as:

Credit or debit card
PayPal
Other approved payment methods offered at checkout

Depending on the customer's financial institution or payment provider, it may take additional time for the refund to appear in the account.

Ouklume does not charge restocking fees.

Lost or Damaged Return Shipments

If a returned package is lost or damaged while being shipped back to us, customers should contact both the shipping carrier and our support team as soon as possible.

To assist with the investigation, customers may be asked to provide: