FAQ
ORDERS & PAYMENT
- Do I have to be 18 or older?
Yes. Our catalogue contains adult products, and all customers must be 18 or older. By placing an order you confirm that you are over 18 and agree to our Terms of Service.
- How do I place an order?
Choose a product, select your options and click Add to Cart. Then follow the simple checkout steps.
- How long does production take?
Every piece is handmade to order. Production takes up to 7 business days.
- Can I cancel or change my order?
Yes, within 24 hours of placing it. Email withlove@okova.shop with your order number and the changes you need. After that, your item may already be in production and we can't cancel or change it.
- What payment methods do you accept?
Visa, Mastercard, American Express, JCB, Diners Club, Discover, Apple Pay and PayPal. All payments are processed securely, and your statement shows a discreet name.
- How do gift cards work?
Gift cards are delivered by email with instructions for redeeming them at checkout. They are valid for 12 months and have no extra fees.
PRODUCT & GUARANTEE
- What materials do you use?
Tails and ears are made from high-grade faux fur, carefully selected for softness and durability.
Plugs come in two options: body-safe silicone or polished metal. Our TUG Premium plugs are metal only.
- Which plug size should I choose?
Check the Plug Size & Material Guide on each product page - it lists the length and diameter of every size. If you're unsure, email us and we'll help you choose.
- Is there a guarantee?
Every OKOVA product comes with a 1-year guarantee against manufacturing defects. If something goes wrong, email withlove@okova.shop and we'll repair or replace it as quickly as possible.
- Where are your products made?
All our products are handmade in Kyiv, Ukraine, by craftspeople with over 10 years of experience in fur work.
- How is my order packed?
Every order is shipped in plain, unbranded packaging - no logos, no product images and nothing on the label that describes what's inside. Intimate items are packed in a soft silk pouch, which is also handy for gifting and storage.
SHIPPING
- Where do you ship to?
We currently ship to the United States, Canada, the United Kingdom and most of Europe. If your country isn't listed at checkout, email us at withlove@okova.shop - we'll let you know if we can arrange delivery.
- How much does shipping cost?
United States - USPS Standard: $10 (free on orders over $99)
Canada - Standard: $20
United Kingdom - FedEx Express: $25
Europe - FedEx Express: $25
- When will my order ship?
Every piece is handmade in our workshop and made to order in up to 7 business days. Items in stock at our US warehouse skip production and ship right away.
- How long will delivery take?
United States: 1-10 days - about 1 day if the item is in stock at our US warehouse, up to 10 days otherwise
Canada: approx. 10 days
United Kingdom and Europe (FedEx Express): approx. 10 days
You'll receive an email with tracking as soon as your order ships. It can take up to 48 hours for the first scan to appear.
- Why do you need my phone number?
For express deliveries to the UK and Europe, the courier may need your phone number to arrange delivery. We never use it for marketing.
- Do I have to pay duties and taxes?
Orders are shipped internationally. Import duties or taxes may be charged by your local customs authority on delivery. These charges are set by customs, not by us, and are not included in the checkout price.
- What if my parcel is returned to you?
If a parcel comes back to us because it wasn't collected or the address was incomplete, email us at withlove@okova.shop - we'll re-ship it for the cost of postage, or refund the item in full minus the original shipping cost.
RETURNS & EXCHANGES
- How do I start a return?
Email withlove@okova.shop with your order number before sending anything back. We'll confirm the return address and guide you through it. Items sent back without contacting us first may not be processed.
- Can I return an item if I changed my mind?
Intimate items (plugs and anything that comes into contact with the body) can be returned within 14 days only if they are completely unused and in their original packaging. For hygiene reasons we cannot accept an intimate item that has been used, even once.
Everything else (ears, headbands and accessories that don't touch the body) can be returned within 14 days if unused and in the original packaging.
Return shipping is paid by the customer. Once we receive the item and confirm its condition, we refund the item price within 5-10 business days to your original payment method.
- What if my item is faulty, wrong or damaged?
Email us within 14 days of delivery, with photos. If we confirm the issue, OKOVA covers all costs - return shipping and taxes - and you choose a full refund or a replacement. If you ordered several items and only one is affected, we refund or replace that item only.
- What can't be returned?
- Items that have been used or worn
- Intimate items that have been used, even once
- Customized items and items with engraving
- Requests made more than 14 days after delivery
- Can I exchange an item?
Our mistake (wrong size or colour): email us within 14 days with photos - we cover all costs and remake it correctly.
Wrong size ordered by you: we're happy to exchange within 14 days, with shipping both ways paid by the customer. If it's a fit problem, tell us first - we can often adjust the item instead of remaking it.
Exchanges are not possible for used items, customized or engraved orders, or intimate items that have been used.
This does not affect your statutory rights.