Shipping policy
OKIO is based in Los Angeles and Saigon.
All orders are processed within 3-7 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped.
Domestic Shipping Rates and Estimates
Please Note: (Through holiday seasons, please allow us a few extra days to process your order. Thank you for your patience and understanding.)
Our offices and distribution will be closed from the 25th - 26th December & from 31st December - 2nd January. Please account for these closures in your order and delivery dates.
Shipping charges for your order will be calculated and displayed at checkout.
OKIO can not be held responsible for delays due to courier disruptions or natural disasters. Once the natural disaster or courier disruption has ended we will resume operations as normal.
International Shipping
Note: International post offices may hold your order for additional time that disrupts your original order arrival date.
If your country isn't available on our website, please contact us at hello@okiodenim.com for further assistance.
We offer domestic shipping to Vietnam and the United States and offer international shipping to the following countries: Australia, Austria, Belgium, Canada, Czech Republic, Denmark, Finland, France, Germany, Hong Kong SAR China, Ireland, Italy, Japan, Malaysia, Netherlands, New Zealand, Norway, Poland, Portugal, Singapore, South Korea, Spain, Sweden, Switzerland, United Arab Emirates, and United Kingdom.
Shipping charges for your order will be calculated and displayed at checkout.
Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. OKIO is not responsible for these charges if they are applied and are your responsibility as the customer.
At the moment, we are not able to process exchanges or refunds for international orders.
How do I check the status of my order?
When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.
Delivery is completed once the courier leaves the item/s at your shipping address chosen by you at the point of purchase. Once the item arrives at that chosen location, responsibility for the product then belongs to you. Please make sure to be there when your delivery is expected/arriving.
Once a package has been shipped, we do not have control over the routes taken by the shipping carrier.
If you haven’t received your order within your estimated shipping time, please contact us at hello@okiodenim.com with your name and order number, and we will look into it for you.
Failed or Missed Delivery Attempts
If there is a missed delivery due to a recipients absence or a wrong address, OKIO will not be held responsible. All customers will be provided with a shipping link once their items are dispatched. If you need to rearrange your delivery time or make changes to the shipping address, please do so with the courier before the expected delivery date.
If your item is returned to us, we are under no obligation to re-send any items.
On rare occasions where redelivery is possible, customers will be responsible for any re-shipping and processing fees. Any returns will be subjected to a 14 days processing period.
Currently, we are not able to process redeliveries for any international returns.
Lost or Stolen Packages
We are unable to refund or reship lost or stolen packages. Please report any lost or stolen packages to the courier dealing with your delivery (USPS, FedEx, UPS etc). Orders addressed to a freight forwarder that are marked as delivered but not received are ineligible for a refund.
Refunds, Returns and Exchanges (Domestic Orders Only)
We accept returns/exchanges up to 15 days after delivery, if the item is unused and in its original condition, we will refund the order amount dependent on the conditions and reason of return.
In the event that your order arrives damaged in any way or you have received an incorrect or missing order, please email us as soon as possible at hello@okiodenim.com with your order number and a photo of the item’s condition. Notifications must be made within 48 hours of receiving the item. Notifications made after this time will not be accepted.
We do not offer refunds for missing items, any items found missing will be shipped out accordingly and inline with our standard shipping practices.
We are here to assist with any claims of missing orders, and appreciate your assistance in helping us complete a thorough and fair investigation of any missing items.
We will take into consideration all matters regarding missing items and damaged items this may take some time, we appreciate your assistance and patience throughout this period.
Any damaged items, must be returned to us within 72 hours of receiving a shipping return notification, once we receive your return and it has been inspected, a representative from our team will be in touch.
If you have any further questions, please contact us at hello@okiodenim.com