At OkidoKids, we are committed to ensuring a seamless shopping experience for our valued customers. Please take a moment to review our Returns & Exchanges policy, which applies to customers who have made purchases directly from OkidoKids and its associated stores. 

Return policy and instructions

General

You have 30 days after delivery of your order to return an item*. After 30 days of delivery of your order, we will no longer accept returns.

*Exceptions apply, see exceptions below.

Return conditions

Please make sure your item meets all our return conditions:

• In perfect, unused and resalable condition.
• Was not assembled, fully or partially (applies on all items that require assembly).
• In its original packaging. No returns will be allowed in a different packaging and the packaging must be in the same condition it was received.
• Includes all original parts.
• Your return needs to be sent within the given time frame. Once we authorize your return, we will confirm a timeframe in which your return must be sent to us.

Please note

• Buyers are responsible for return shipping costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value.
• If you paid delivery charges at the time of purchase, original shipping fees are not refundable.
• We can accept or refuse a return if it does not comply with all of our return conditions.
• In the event of a non-compliant return, your item will be returned to you at your expense OR 50% of the item value will be refunded to you in the form of a store credit OR your item will be donated to a local charity and 25% of the item value will be refunded.

How to initiate a return

• Make sure that your return meets all our return conditions mentioned above.
• Fill out your return request form here.
• We will review your return request and confirm its approval by email. We will send you a confirmation by email along with precise return instructions.

The following items can't be returned or exchanged

• Custom or personalized orders.
• Digital downloads.
• Items sold as a pre-order.
• Items sold with a 50% discount or more.
• Items offered free of charge as part of a contest or collaboration.
• Items that have already been assembled (partially or fully).

Cancellations Policy

You can request a cancellation of your order before the item(s) has shipped. Please keep the following guidelines in mind:

Cancellation Timeframe

You have the option to cancel your order at any time before it is shipped. Once your order has been shipped, it falls under our return policy, and you will need to follow the return instructions provided.

Cancellation Process

To initiate a cancellation, follow these steps:

• Visit our contact us form and fill out the necessary details.
• We will review your cancellation request and notify you of its approval by email. If approved, we will process your cancellation and issue a refund within 10 business days using your original payment method.

Exchange policy

We are not able to offer exchanges at the moment.

You may return your item by following our Return policy and instructions and place a new order online.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us.

 

Policy for items received damaged or defective

Damaged or defective items

General

You have 30 days following the delivery date of your package to report a product received damaged or defective, including but not limited to, products damaged during delivery, or a product missing a part upon delivery.

If your order was delivered more than 30 days ago, we cannot process your claim. It is therefore very important to inspect your package upon delivery.

Policy for Products received with Damage or Defect or Missing Part

Depending on the nature of the damage or defect, we will offer you one of the following resolutions, at our discretion:

• One or more replacement part(s).
• Replacement item.
• Store-credit compensation.
• If instead you wish to return your item in full, you may do so in accordance with our Return policy and instructions. 

How to initiate a Damage or Defect or Missing Part claim

• Please make sure that your Damage or Defect or Missing Part claim is covered by reading this policy and the exclusions.
• File a claim by email here, within 30 days of delivery of your item.
• Make sure you attach clear pictures or videos of the defect or damage, and clearly identify the part(s) that display the issue.
• We will review your Damage or Defect or Missing Part claim and confirm if it is approved by email. Please know that we may require additional information to process your claim.
• If your claim is approved, we will suggest the applicable possible resolutions, at our discretion.

Exclusions to this Policy

We will not be able to process your claim if:

• Your item was delivered more than 30 days ago.
• Your item has been used.
• You received the product as a gift and are not the original purchaser.

Distinctive Nature of Wooden Creations

Please note that wood is a natural material that can bear marks. Variations in wood grain, color, knots or texture are natural phenomena in our handcrafted wood products. These variations and unique marks are proof of quality, not defects. That's what makes each product unique! 😊 

Last Updated: 2023 November 13