Frequently Asked Questions
1. What does Pre-selling items mean?
It means that your order may take up to 10 business days for the products to be shipped this is usually common for Okella’s Special Collections.
2. What payment options do you accept?
We accept American Express, Discover, MasterCard and Visa debit/credit card payments and PayPal. We don't accept personal checks, money orders, direct bank transfers or multiple forms of payment.
3. Will I be charged sales tax on my order?
If you're shipping your order to North Carolina, applicable sales tax will be added automatically.
4. Was I charged twice?
Your card should only be charged once when your order is submitted. If you just placed your order, what you are seeing on your bank account is an authorization. This is a common bank practice handling debit/credit card transactions to ensure sufficient funds and account authenticity. This authorization will clear (depending on your bank, usually within 48 - 72 hours.) If you need help speeding up the process, you can contact the issuing bank of your debit/credit card. To make sure your card doesn’t accidentally get run twice, please only click the "Place Order" button once!
5. I get an error message while checking out my items. What should I do?
If you are receiving some error messages while checking out, you may check first with your card company if you have been charged or not. If you still need help please contact us at hello@okella.com
6. I need to change something on my order. How can I do that?
We know that some times you need to change or cancel your order. We totally understand and are here to help, but you must contact us immediately! We at okella.com are committed to keep our promised delivery time which means we may have packed or shipped them already. So please be sure with your orders before checking out.
7. Where is my order confirmation?
As soon as your order is submitted, you will receive an email confirmation to the email address you entered on your order. If, for some reason, you didn’t get an email, please check your spam folder and add okella.com to your safe sender list.
8. When will my order ship?
Please see our Shipping Policy section for more details.
9. How can I return or exchange an item?
We only replace items if they are defective or damaged. Please see our Return Policy section for more details.
10. My items arrived with damage. What should I do?
If your purchase arrives damaged, you must contact us within 48 hours of the delivery of your product with pictures that clearly show the damage to the product. Based on the damages: We will send a replacement of the damaged item if it is still available. If the item is not available we will issue a store credit of the amount paid. Please see our Return Policy section for more details.
11. Can I return or exchange items that were purchased on sale?
Only regular priced items may be refunded, unfortunately sale items cannot be refunded. Discounted, sale or clearance items can not be returned. But at least you got a great deal on that amazing item!