FAQs

Are Okko Beauty Products sold at any retailers?
  • Unfortunately no. We are currently only available online through our website.

 

How often do you restock sold out items?
  • We usually restock once a month depending on availability. Please note that some limited edition collections will not be restocked.

 

How can I find out about restocks?
  • Follow us through our social media and subscribe to our newsletters for further updates.

 

How many items can I buy in one purchase?
  • To allow a better customer satisfaction, we limit the purchase at 2 units per person.

 

I place an order, when will my package arrive?
  • Usually, the processing time for an order is 1-2 business days and add the shipping method you choose to it for better accuracy. Please take a look at our shipping policy.

 

Is Okko Beauty cruelty-free?
  • We are 100% cruelty-free and we are in the process of becoming 100% gluten-free and paraben-free.

 

Why is there a purchase limit?
  • To allow everybody in our clientele to be able to purchase their favorite product, and therefore, to be fair to everyone, we limit the purchase at 2 items per person.

 

Why does my product look different than the photos online?
  • Please note that the quality of the photos may vary depending on your device. Take a look at Our Terms of Use and Copyright for further information.

 

Do you offer a MUA discount?
  • For now, we do not offer a MUA discount.

 

Do you propose sponsorship to bloggers and/or influencers?
  • We may offer sponsorship to beauty bloggers and influencer. Contact us at sponsor@okkobeauty.com. For PR, contact us at pr@okkookkobeauty.com.com.

 

Do you propose wholesale?
  • We do not propose wholesale.

 

Will I get an order confirmation?
  • Once your order has been placed, please allow up to 5 minutes to receive an order confirmation. If you have not received it in your Inbox, please check your spam. If there is any issue, contact us info@okkobeauty.com

 

How will my order be shipped?
  • Your order will be shipped through Canada Post via the shipping method you choose while ordering.

 

Do you ship internationally?
  • We ship internationally. Please take a look at our Shipping Policy for further details.

 

My order is over $75 USD but I did not receive free shipping?
  • Depending on your location, we allow free shipping on orders over $75 USD> Please contact us at info@okkobeauty.com or via our Contact Page.

 

What are the estimated transit times?
  • It depends on the shipping method you choose. Please take a look at our Shipping Policy.

 

My order is being shipped internationally, why hasn’t the tracking updated?
  • In some countries, the tracking number do not update. Please contact us at info@okkobeauty.com or via our Contact Page for more information.

 

I’ve been charged multiple times, what do I do?
  • When you are charged multiple times, please note that it is just a hold on your card that should be released within the next 3-7 business days since we only charge once. If there is any issue, please contact us at info@okkobeauty.com with your order number, your full name as well as a picture of the multiple transactions.

 

How do I know my order has been shipped and how can I track my demand?
  • Once your order has been shipped, you will receive a new email with the tracking number. Please note during high demand such as holidays, shipping may be longer.

 

Why was my order shipped with signature required?

 

  • When you order for $150 or more, we may require a signature upon delivery.
  • My package was marked as delivered, But I have not received my package.
  • Sometimes, your local post may mark your package as delivered since it is out for delivery. Please allow up to 24 hours so they have time to deliver it. If you have not received your package after 24 hours, please contact us at info@okkobeauty.com

 

Do you allow refunds/returns?
  • We allow Refunds/Returns on certain occasions. Please take a look at our Returns/Exchange Policy.

 

How can I reach your customer service team and when should I expect a response?
  • Contact us through info@okkobeauty.com or via our Contact Page and allow 1-2 business days for a response.

 

I have not received my order confirmation, did my order go through?
  • Please send us an email at info@okkobeauty.com with your full name. We will get back to you as soon as possible.

 

Can I make changes to my order once it’s been placed?
  • Once your order has been placed, please contact us at change@okkobeauty.com to make a change within 24 hours. Please understand that we have the right to refuse to proceed to some changes.
  • I have received my order and need some additional assistance.
  • Please contact us at info@okkobeautyl.com or via our Contact Page.

 

I am an international customer; do I have to pay customs and taxes?
  • You may have to pay customs and taxes depending on your location. Please note that we are not responsible for these charges.

 

Can I reserve items by adding them to my cart?
  • Unfortunately, No. To reserve an item, you need to place an order.

 

Do you collect sales taxes?
  • Yes, according to the Government Law, we do need to collect Sales Taxes.

 

Can I ship internationally with a different billing address?
  • No, Unfortunately.Your order will be cancelled.

 

My mail just got returned, what do I do now?
  • We are sorry to hear that. Please note that only the costs of goods will be refunded.

 

Do you offer free shipping?
  • From time to time, we do offer free shipping on all orders. In general, we offer free shipping on all orders in North America over $75 USD and on all international orders over $100 USD.

 

My item was stolen, how can I get a refund?
  • We are not responsible of stolen items. Please follow your courier guidelines.

 

My item arrived damaged, what should I do?
  • Upon delivery, you have 48 hours to inspect your packages and contact us at package@okkobeauty.com with your full name and order number. We have the right to refuse your request if the 48 hours delay is passed.

 

I gave an incorrect address, could I get a refund?
  • Unfortunately, we do not refund for an incorrect address. You have 24 hours after ordering to contact us at changes@okkobeauty.com to process to changes.

 

Can I return my package if I change my mind?
  • Unfortunately, No. We do not accept returns because you changed your mind.
  • Order status/ My account
  • You can always login if you have an account to check your order status.
  • My order never arrived
  • Please contact us at question@okkobeauty.com with your full name and order number and we will get back to you within 2 business days.
  • An item is missing from my shipment/ my products are broken.
  • Please contact us at info@okkobeauty.com with your full name, your order number and a picture of your received products. We will follow up with you within 2 business days.

 

Do I need to set up an account to place an order?
  • Setting an account is optional. However, it allows you to be notified of any update regarding your order.

 

Do you ever do giveaways? Discounts? Promotions?
  • Giveaways are done via Social Media. Please follow our Social Media Accounts. Subscribe to our Newsletter and Social Media to be aware of discounts and promotions.

 

I’ve forgotten my password, what should I do?
  • When you log in, click on forget my password to reset it. You will receive an email with the steps you have to follow.