Refund policy

You have 24 hours after receiving your order to request a return if you are in Windhoek, or 3 days if your order was delivered to another town in Namibia.

To be eligible for a return, the item must be unworn and unused, in the same condition you received it, with tags attached and in its original packaging. You will also need your receipt or proof of purchase.

How to start a return

Call us on 081 300 1118 within the window above and we will arrange it with you. In Windhoek you can also bring the item to our store on Independence Avenue, opposite Zoo Park — Monday to Saturday 09:30–18:30, Sunday 09:30–15:00.

Items sent back to us without first requesting a return will not be accepted.

Items sold by Pretty_things / The Queen Apparel

Almost everything on okea.shop is stocked and sold by OKEA, and the policy above applies to it. One seller on our platform, Pretty_things / The Queen Apparel, sets their own returns terms and handles each request case by case rather than under the fixed window above. The seller's name is shown on every product page. If your item was sold by them and you want to return it, call us on 081 300 1118 and we will put you in touch with them.

Return delivery costs

Return delivery is the customer’s responsibility, except where the item is faulty, damaged or not what you ordered — in those cases we cover the cost of getting it back to us.

Damages and issues

Please inspect your order when it arrives and contact us immediately if the item is defective or damaged, or if you received the wrong item, so that we can evaluate the issue and make it right. Faulty, damaged and incorrect items are not limited by the return window above.

Exceptions and non-returnable items

Certain items cannot be returned: perishable goods, custom or personalised orders, personal care and beauty products, hazardous materials, flammable liquids and gases. We also cannot accept returns on sale items or gift cards. Please get in touch if you have questions about your specific item.

Exchanges

The fastest way to get what you want is to return the item you have, and once the return is accepted, place a separate order for the new item.

Refunds

We inspect your return as soon as we receive it and let you know whether the refund was approved. If approved, you are refunded the same day you return the item, or the following day at the latest — in cash, by e-wallet, or back to the payment method you used.

If you have not received your refund by the day after you returned the item, call us on 081 300 1118.

Faulty goods

Nothing in this policy affects your rights in respect of goods that are defective or not as described.