FAQs
Can I change or cancel my order after placing it?
We begin processing orders immediately. This means we can’t guarantee changes or cancellations once your order has been confirmed. Contact us as soon as possible at support@okessa.com, and we’ll try to help.
Do I need an account to order?
No, you can check out as a guest. You also have the option to create an account to view past orders and track deliveries.
Shipping
Where do you ship?
We ship within the UK and to selected international countries (EU, USA and Canada). Available destinations are shown at checkout.
How much is shipping?
Shipping costs are shown at checkout and depend on location and shipping method. Free UK shipping may be offered for orders over a certain value (see our Shipping page for current rates).
When will my order arrive?
Estimated delivery times:
- UK Standard: 3–7 working days
- International: 5–10 working days
Shipping times begin once your order has been dispatched.
How do I track my order?
You’ll receive a tracking link via email once your order has shipped. You can also access this via your account, if you created one.
Returns
What is your returns policy?
We accept returns within 28 days of delivery. Items must be:
- Unworn and unwashed
- In original packaging with all tags attached
We reserve the right to refuse returns that do not meet these conditions.
Are any items non-returnable?
Yes. The following items cannot be returned:
- Earrings that did not arrive damae(for hygiene reasons)
- Final sale items (clearly marked at checkout)
How do I return an item?
Email support@okessa.com with your order number to start a return. You’ll receive instructions and the return address. Return costs are the responsibility of the customer.
Do you offer exchanges?
No, we do not offer direct exchanges. If you want a different size or item, return your order for a refund and place a new one.
Product & Sizing
How do I choose the right size?
Refer to the Size Guide on each product page. If you’re between sizes, we recommend sizing up unless otherwise noted.
The item I want is out of stock — will it be restocked?
If restocks are planned, you’ll see an option to sign up for a stock alert on the product page.
Payments
What payment methods do you accept?
We accept:
- Visa
- Mastercard
- American Express
- PayPal
- Apple Pay / Google Pay (on supported devices)
Is my payment secure?
Yes. Our store is powered by Shopify, which uses SSL encryption and PCI-compliant payment processing.
Can I use more than one discount code?
Only one discount code can be applied per order.
Customer Support
How can I contact customer service?
Email support@okessa.com. We aim to reply within 24–48 business hours.
What are your support hours?
Monday to Saturday, 9am–5pm. Closed Sundays and UK bank holidays.